01 · Scope of this policy
This Refund & Cancellation Policy applies to all products, subscriptions, and services provided by AJ ENDLESS ASIA SDN BHD (Registration No. 202501007910 / 1609324-P), trading as Q.AI ("we", "us", "our"), including those delivered through app.qiai.tech and any other Q.AI platform.
This Policy forms part of, and should be read together with, our Terms of Service and Personal Data Protection Notice. Where this Policy conflicts with the Terms of Service on a billing matter, this Policy prevails.
By purchasing or subscribing to any of our services, you agree to the terms set out below.
02 · Payments are non-refundable
All payments made to us for subscriptions, wallet credits, add-ons, and services are final and non-refundable, except in the limited circumstances set out in Section 03.
We do not provide refunds, prorated refunds, or account credits for:
- Partial or unused subscription periods.
- Features you did not use, or a level of usage below what you expected.
- Plan downgrades.
- Cancellation before the end of a paid term.
- A change in your business circumstances, staffing, or strategy.
- Loss of access caused by your breach of our Terms of Service.
Not using the Services does not reduce or remove your obligation to pay for them.
03 · When we will issue a refund
We will refund a payment in the following circumstances:
- Duplicate or erroneous charges. Where you have been charged twice for the same period, or charged an amount that does not match the plan you selected.
- Non-delivery. Where you paid for a service that we never made available to you and we are unable to provide it within a reasonable time.
- Where required by law. Where a refund is required under any law that applies to you and cannot be excluded by agreement.
- At our discretion. We may issue a refund or account credit as a goodwill gesture. Doing so once does not oblige us to do so again.
Approved refunds are made to the original payment method within fourteen (14) business days of approval. We are not responsible for the time your bank or card issuer takes to post the refund, or for currency conversion differences and bank charges applied by your provider.
Nothing in this Policy excludes, restricts, or modifies any right or remedy you have under applicable law that cannot lawfully be excluded, restricted, or modified.
04 · Subscriptions, billing, and auto-renewal
- Subscription fees are the amounts displayed for your selected plan at the time of purchase, in the currency shown at checkout. Prices may change in accordance with Section 4 of our Terms of Service.
- Monthly plans renew and are charged automatically every 30 days until cancelled.
- Annual plans are charged in full at purchase and renew automatically each year until cancelled. We will send a renewal reminder to your account email at least seven (7) days before an annual renewal is charged.
- You authorise us, and our payment processor, to charge your selected payment method for recurring fees, applicable taxes, and any outstanding amounts, until you cancel.
- It is your responsibility to keep a valid payment method and a working contact email on your account.
05 · Cancellation
You may cancel your subscription at any time from your account settings, or by emailing our billing team at the address in Section 10.
To avoid being charged for the next term, you must cancel at least 24 hours before your renewal date. Cancellations received after that point take effect from the following term.
Cancellation stops future billing. It does not entitle you to a refund of fees already paid. Your access continues until the end of the billing period you have already paid for.
When your access ends, you will lose access to funnels, automations, CRM records, digital assets, training materials, support calls, and community access associated with your account.
Export anything you need before your access ends. We are not obliged to retain, restore, or export your data after your account is terminated, although we will honour any request you make under the Personal Data Protection Act 2010 while the data is still within our retention period.
06 · Wallet credits and top-ups
- Wallet credit purchases are non-refundable, non-transferable, and cannot be redeemed for cash.
- Credits may only be used for the services we designate, and cannot be applied to subscription fees unless we state otherwise.
- Credits do not expire while your account remains active and in good standing.
- Unused credits are forfeited when your account is cancelled, suspended for non-payment, or terminated, and are not refunded.
- Bonus or promotional credits carry no cash value and may be removed if the related promotion is reversed, or if the transaction that generated them is refunded or charged back.
07 · Failed payments and suspension
If a payment fails, we will attempt to charge your payment method again and notify you at your account email.
- Day 7. If the amount remains unpaid seven days after the due date, your account may be suspended. Automations stop running and published assets may be taken offline.
- Days 7–30. Your data is retained. You may log in to export your data and settle the outstanding balance to restore service.
- After day 30. If the balance is still unpaid, we may permanently delete your account data, including funnels, automations, and CRM records. Deleted data cannot be recovered.
Reactivation may require payment of all outstanding amounts and, where applicable, a reinstatement fee.
08 · Chargebacks and payment disputes
If you believe a charge is wrong, contact our billing team first. Most billing issues are resolved within a few business days.
Filing a chargeback or payment dispute without first contacting us is a breach of your agreement with us. If a chargeback is filed:
- Your account may be suspended immediately and access revoked.
- Associated digital assets and data may be deleted in accordance with Section 07.
- We may decline to provide services to you in future.
- Any outstanding balance, together with fees charged to us by the payment processor, remains payable by you.
We may submit our agreements, invoices, usage logs, and communication records to the payment processor or financial institution in order to contest a disputed chargeback.
This Section does not affect any right you have to raise a dispute with your bank or card issuer under their rules.
09 · Taxes and currency
Unless expressly stated otherwise, all prices displayed are exclusive of Malaysian Service Tax (SST). Where SST applies, it is charged at the prevailing rate — currently 8% — in addition to the displayed price, in the same currency as the transaction, and is shown separately at checkout and on your invoice. This applies whether you are billed in USD, MYR, or another supported currency.
If the applicable rate of SST or any other tax, duty, or levy changes, or if a new tax becomes applicable, we may adjust the amount charged accordingly on notice to you. Tax charged on a payment is refunded only where the underlying payment itself is refunded under Section 03.
Where a charge is processed in a currency other than your account currency, your bank or card issuer may apply its own exchange rate and fees. Those amounts are set by your provider, not by us, and are not refundable by us.
10 · Governing law and contact
This Policy is governed by and construed in accordance with the laws of Malaysia. You and we submit to the exclusive jurisdiction of the courts of Malaysia sitting at Kuala Lumpur in respect of any dispute arising out of or in connection with this Policy.
We may update this Policy from time to time. The version number and date at the top of this page will change, and material changes will be posted here. Your continued use of the Services after an update constitutes acceptance of the updated Policy.
For billing enquiries, refund requests, or cancellations:
AJ ENDLESS ASIA SDN BHD
202501007910 (1609324-P) · trading as Q.AI
Bandar Damansara Perdana,
47820 Petaling Jaya, Selangor, Malaysia.
[email protected]