Refund Policy

Last updated: 14 October 2026

This Refund Policy explains when PASSIVE ALTITUDE SDN. BHD. ("Passive Altitude", "we", "us") gives refunds, and how to ask for one. It covers our subscriptions, licences, projects, hardware and rentals, and explains how refunds work for event tickets, attraction tickets and online orders sold through our platforms on behalf of our clients. If a signed agreement or quotation sets out different refund or cancellation terms, those terms apply instead. Nothing in this policy affects rights you have under Malaysian law that cannot be excluded.

Subscriptions and licences

• Subscriptions are billed in advance for each billing period (for example, monthly or annually), as shown in your quotation or order.
• You can cancel by giving us at least 30 days' written notice before your renewal date. Cancellation takes effect at the end of the current billing period, and you keep access until then.
• We do not refund the unused part of a billing period, except that if you cancel a new subscription within 14 days of your first payment and have not used it for a live event or in production, we will refund the subscription fee paid, less any setup fees.
• Once a licence key has been issued or licensed software has been delivered, licence fees are non-refundable, unless the software has a defect that we cannot fix within a reasonable time.
• If your agreement includes service availability commitments and we miss them, the remedy is the service credit described in that agreement, unless it says otherwise.
• If we charge you in error, for example a duplicate payment or an incorrect amount, we will refund the difference in full.

Project and setup fees

This covers custom software, websites, e-commerce builds, business automation consulting, and setup or onboarding fees.

• Work is billed by milestone, as set out in your quotation.
• The deposit (50% of the project fee) is non-refundable once work has started, because it covers scheduling, planning and early work.
• If you cancel a project part-way through, you pay for work completed up to the date of cancellation and for any third-party costs we have already committed to. We refund any prepaid amount for work not yet started.
• Milestones you have accepted are non-refundable. If a deliverable does not match the agreed scope, we will fix it as set out in your quotation.
• Third-party costs bought on your behalf, such as domain names, SSL certificates, app store fees, software licences and payment gateway setup fees, are non-refundable once purchased.

Hardware purchases

• Please check your order when it arrives. Report any damage, missing items or wrong items within 7 days of delivery, and we will repair, replace or refund the affected item.
• We accept change-of-mind returns only for unused items in their original packaging, within 7 days of delivery, and subject to a restocking fee of 15%. Items that have been customised, configured, installed or specially ordered for you cannot be returned for a change of mind.
• Faults that appear later are handled under the manufacturer's warranty or our own warranty, as stated in your quotation. The usual remedy is repair or replacement. We give a refund only if we cannot repair or replace the item within a reasonable time.

Hardware and kiosk rental

• If you cancel a rental 14 days or more before the delivery date, we refund the rental fees paid, less an administration charge of 10%.
• If you cancel less than 14 days but more than 48 hours before delivery, we refund 50% of the rental fees.
• If you cancel less than 48 hours before delivery, or after the equipment has been dispatched, rental fees are non-refundable.
• Any security deposit is returned within 14 days of collection, after we have inspected the equipment, less the cost of any damage, missing items or late return.
• If rented equipment fails during the rental and we cannot fix or replace it on site, we will credit or refund the rental fee for the affected units and the affected period.

Event tickets, attraction tickets and online orders

Our platforms let event organisers, attraction operators and merchants (our clients) sell tickets and products to the public. When you buy through one of these platforms, the organiser or merchant is the seller, not Passive Altitude.

• Refunds, exchanges and transfers follow the organiser's or merchant's own policy, which should be shown on the event page, booking page, ticket or order confirmation.
• The organiser or merchant decides whether to approve a refund, including when an event is cancelled, postponed or changed.
• Whether booking or service fees are refunded depends on the organiser's policy. Platform booking fees are non-refundable unless the event is cancelled.

How we can help

• We can point you to the organiser's or merchant's contact details.
• If you cannot reach them, email us with your order reference and we will pass your request on.
• We can confirm the status of your order and resend tickets or confirmations.
• When the organiser approves a refund, we can process it through the platform for them.

We cannot approve or refuse refunds for tickets or orders ourselves. Please contact the organiser or merchant before raising a dispute with your bank, as this is usually the fastest route.

How to request a refund

For our own services and products, email [email protected] with:

• your name and company name;
• the invoice number or order reference;
• what you would like refunded and why;
• photos of the item and packaging, for damaged or faulty hardware.

We will acknowledge your request within 2 working days and give you a decision within 10 working days. Working days are Monday to Friday, excluding public holidays in Kuala Lumpur.

How refunds are paid

• Where possible, we refund to the original payment method. Card, online banking (FPX) and e-wallet payments are refunded through the payment gateway that processed them. Payments made by bank transfer are refunded by bank transfer to an account in the payer's name.
• Online payments are processed by third-party payment gateways. Passive Altitude does not store card details, so card refunds are issued against the original transaction.
• We start the refund within 14 days of approving it. Your bank or card issuer may then take 7 to 14 working days to show it on your statement.
• Refunds are made in Malaysian ringgit. We are not responsible for currency conversion differences or charges made by your own bank.
• Payment gateway charges that cannot be recovered may be deducted from a refund, except where the refund is due to our error.
• We will issue a credit note or refund note for any refunded invoice, including an e-invoice where the law requires it.

Contact

Questions about this policy: [email protected], or write to PASSIVE ALTITUDE SDN. BHD., A-05-05, Block A, Ativo Plaza, No. 1, Jalan PJU 9/1, Damansara Avenue, Bandar Sri Damansara, 52200 Kuala Lumpur.