Fulfillment Policy

Last updated: 14 October 2026

This Fulfillment Policy explains how PASSIVE ALTITUDE SDN. BHD. ("Passive Altitude", "we", "us") delivers what you buy from us or through our platforms: software accounts, digital tickets, custom projects, hardware and rental equipment. It also explains where we deliver and what happens if a delivery goes wrong. If a signed agreement or quotation sets out different delivery terms, timelines or responsibilities, those terms apply instead.

Order confirmation

Once we receive your payment or signed quotation, we send a confirmation by email with your order or project reference. Please keep this reference, as it helps us find your order quickly if you contact us.

Software subscriptions (SaaS)

• We create your account and email login details to the administrator you nominate within 2 working days of receiving payment or a signed order.
• Our platforms are used through a web browser. Where a mobile or kiosk app is part of the service, we tell you how to install it, or install it on your devices.
• Where your order includes setup, configuration, data migration or training, we agree an onboarding plan with you and deliver to that plan.
• Your administrator is responsible for inviting your other users and keeping your account details up to date.

Digital tickets and e-tickets

Event and attraction tickets sold through our platforms are sold on behalf of the organiser or operator. We deliver the ticket; the organiser or operator is responsible for the event or attraction itself.

• After a successful payment, your e-ticket (usually with a QR code) is sent to the email address you gave at checkout. Where the organiser has turned it on, it is also sent by WhatsApp to the mobile number you gave.
• Tickets usually arrive within 15 minutes. You can also open or download them from the confirmation page or the link in your confirmation email.
• If your ticket has not arrived, check your spam or junk folder first. If it still has not arrived within 1 hour, contact the organiser or email us with your order reference. We will confirm the payment and resend the ticket.
• Each ticket is valid for the admission stated on it. Keep your QR code private: copies scan as the same ticket, and it will usually be accepted only once.
• Where an event uses badges, your badge is printed when you check in at the venue.

Online orders placed through e-commerce sites we build or run for clients are fulfilled by the merchant, under the merchant's own delivery policy.

Custom projects

This covers custom software, websites, e-commerce builds and business automation work.

• We deliver each project according to the signed scope of work and the milestones in your quotation or agreement.
• At each milestone, we give you the deliverable to review. You have 5 working days to accept it or tell us what does not match the agreed scope. If we do not hear from you within that time, the milestone is treated as accepted.
• Work outside the agreed scope is handled through a written change request, which sets out any effect on cost and timeline before we start.
• Timelines depend on receiving your content, approvals and access on time. If these arrive late, the timeline moves by a corresponding amount.
• Final handover includes deployment to the agreed environment, account credentials, documentation and, where agreed, training and source code.

Hardware delivery and installation

• Items in stock are dispatched within 5 working days of payment. For items ordered in specially, we give you an estimated lead time in the quotation and keep you updated.
• We deliver using our own team or a courier. Delivery charges, if any, are shown in your quotation.
• Where installation is included, we book an appointment with you. Please make sure the site is ready: power points, network connections, mounting points and safe access.
• Please check the items on delivery and report any damage, missing items or wrong items within 7 days.
• Responsibility for loss or damage passes to you on delivery. Ownership passes to you once we receive full payment.

Kiosk and equipment rental

• We deliver and set up rental equipment, such as kiosks, scanners, badge printers and tablets, at your venue at an agreed time, normally the day before the event.
• We collect the equipment at an agreed time, normally at the end of the final event day.
• You are responsible for arranging venue access, loading and parking, power, internet where needed, and secure storage while the equipment is in your care.
• We check the equipment with you at handover and at collection, and record its condition on a handover form.
• You can also collect and return equipment at our service centre at A-06-07, Block A, Ativo Plaza, by appointment.
• Equipment must stay at the agreed venue unless we agree otherwise in writing.

Where we deliver

• Software, digital tickets and other digital services are delivered online and can be used anywhere, subject to the terms of your service.
• Hardware delivery, installation, rental and on-site services cover Kuala Lumpur and the Klang Valley as standard.
• We deliver elsewhere in Malaysia by arrangement, with transport, travel and accommodation charges quoted in advance.
• Delivery outside Malaysia is available on request and quoted separately.

If delivery fails or is delayed

• Digital tickets and account emails: we check the contact details on the order, correct them with you if needed, and resend by email or WhatsApp.
• Account access problems: report them through our support channels and we will treat them under our Service Policy.
• Missed hardware delivery: if nobody is available to receive a delivery at the agreed time, we will arrange a new time. Redelivery charges may apply.
• Damage in transit: tell us within the reporting period above and we will repair or replace the item.
• Delays on our side: we will tell you as soon as we know, with a revised date. If we cannot deliver a hardware item within 30 days of the agreed date, you may cancel that item and we will refund what you paid for it.
• Events outside our control: if delivery is prevented by events beyond our reasonable control, such as severe weather, venue closures, carrier disruption or government restrictions, we will work with you on a new date or another solution.

For refunds, see our Refund Policy.

Contact

For questions about an order or delivery, email [email protected] with your order or project reference.

• Office: A-05-05, Block A, Ativo Plaza, No. 1, Jalan PJU 9/1, Damansara Avenue, Bandar Sri Damansara, 52200 Kuala Lumpur
• Service centre (equipment collection and returns): A-06-07, Block A, Ativo Plaza, same address