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Payment & Billing Policy (SST, PCI-DSS & AMLA Compliant) – Fees, Transactions & Refunds

Effective Date: January 1, 2025
Last Updated: January 1, 2025

  1. Introduction

    1. This Payment & Billing Policy governs the billing, payment, refund, and compliance practices of Net Onboard Sdn Bhd.
    2. This policy ensures compliance with:

      1. Malaysia’s Sales and Service Tax (SST) Act 2018
      2. Payment Card Industry Data Security Standard (PCI-DSS) for secure transactions
      3. Anti-Money Laundering Act (AMLA) 2001
    3. By using Net Onboard’s services, you agree to abide by this Payment & Billing Policy.
  2. Billing & Payment Terms

    1. Accepted Payment Methods:

      1. Credit/Debit Cards (Visa, Mastercard, American Express)
      2. Online Banking (FPX, DuitNow, GIRO Transfers)
      3. E-Wallets (where applicable)
      4. Company-issued invoices (for enterprise customers only)
    2. Billing Cycle:

      1. Monthly, quarterly, or annually depending on the service plan.
      2. Payments are charged automatically on the billing due date.
      3. Users must ensure sufficient funds to prevent service interruptions.
    3. Late Payment & Service Suspension:

      1. Payments not received within 7 days of the due date will result in a late payment warning.
      2. Services will be suspended if payment is overdue by 14 days.
      3. Reactivation fees may apply for accounts suspended due to non-payment.
    4. Currency & Taxation:

      1. All charges are in Malaysian Ringgit (MYR) unless stated otherwise.
      2. SST (8%) applies to taxable services as per Malaysian law.
  3. Refund & Cancellation Policy

    1. Refund Eligibility:

      1. Refunds are only issued for:
        1. Billing errors due to system miscalculations.
        2. Double charges or unauthorized transactions.
        3. Service downtime exceeding SLA guarantees, as per the Service Level Agreement (SLA).
    2. Non-Refundable Services:

      1. One-time setup fees, domain name registrations, and third-party licensed software are non-refundable.
      2. Promotional discounts, free trials, and prepaid credits are non-refundable.
      3. Refunds are not issued for voluntary cancellations before the end of a billing cycle.
    3. Refund Processing Time:

      1. Refunds are processed within 7–14 business days after approval.
      2. Refunds will be credited back to the original payment method.
  4. Invoice & Account Management

    1. Invoice Delivery & Record-Keeping:

      1. Invoices are sent via email and accessible through the customer portal.
      2. Customers must retain copies of their invoices for financial records.
    2. Billing Disputes:

      1. Any disputes regarding charges must be reported within 30 days from the billing date.
      2. Disputes can be submitted to [email protected] with supporting documentation.
  5. Fraud Prevention & AMLA Compliance

    1. Anti-Money Laundering (AMLA) & Fraud Monitoring:

      1. Net Onboard complies with Malaysia’s Anti-Money Laundering Act (AMLA) 2001.
      2. Transactions are monitored for unusual activities (e.g., rapid high-value payments).
      3. Identity verification (KYC requirements) may be requested for high-risk transactions.
    2. Suspicious Transaction Reporting:

      1. If fraudulent activity is suspected, the account may be suspended or terminated.
      2. Net Onboard will report suspicious transactions to Bank Negara Malaysia (BNM) as per AMLA requirements.
  6. Chargebacks & Payment Disputes

    1. Unauthorized Chargebacks:

      1. Users must contact Net Onboard first to resolve disputes before initiating a chargeback.
      2. Unauthorized chargebacks may result in account suspension or termination.
    2. Reinstatement Fees for Chargebacks:

      1. If a chargeback is reversed, a RM100 administrative fee applies to reinstate the account.
  7. Governing Law & Dispute Resolution

    1. This policy is governed by Malaysian law.
    2. Disputes related to payments or refunds will first be resolved through negotiation and mediation before arbitration or litigation.
  8. Amendments & Updates

    1. Net Onboard reserves the right to modify this Payment & Billing Policy at any time.
    2. Users will be notified of material changes via email or system notifications.

For billing inquiries, contact [email protected].