Refund Policy

This Refund Policy applies to AI System Packages and related services provided by Explosoft International Sdn. Bhd. (“Explosoft”, “we”, “us” or “the Company”).

By confirming an order, accepting a quotation, making payment or using our services, the customer acknowledges and agrees to this Refund Policy together with our Terms & Conditions.

1. AI System Packages

This Refund Policy applies to the following packages:

Standard Package – 1 Year
USD 3,000.00
12-month subscription
Maximum 3 AI workflows
Maximum 3 sub-accounts

Premium Package – 1 Year
USD 6,000.00
12-month subscription
Maximum 6 AI workflows
Maximum 6 sub-accounts

Advanced Package – 1 Year
USD 12,000.00
12-month subscription
Maximum 12 AI workflows
Maximum 12 sub-accounts

The final package price, services and project scope will follow the accepted quotation, proposal, order form or invoice.

2. Refund Before Implementation Begins

Customers may submit a cancellation and refund request before implementation has started.

Any refund request made before implementation is subject to review and written approval by Explosoft.

Where applicable, any non-refundable third-party charges, payment-processing fees, currency-conversion fees, bank charges or other costs already incurred may be deducted from the refund amount.

3. No Refund After Implementation Has Started

Due to the customized nature of our AI systems and implementation services, payments become non-refundable once any of the following has occurred:

AI system implementation has started;
System access has been created or activated;
AI workflow configuration has commenced;
AI training or customization has commenced;
Customer data, FAQs or business information have been processed for system configuration;
Integration with WhatsApp, Facebook, Instagram, CRM, email, booking systems or other platforms has commenced;
Custom development or API integration has commenced; or
Other implementation work under the agreed project scope has commenced.

Once any of the above work has started, no full or partial refund will normally be provided, except where required by applicable law or expressly agreed by Explosoft in writing.

4. Unused Subscription Period

All AI System Packages are sold as fixed 12-month subscriptions.

Customers may stop using the service before the subscription expiry date; however, no refund, rebate or credit will be provided for:

Unused subscription months;
Unused AI workflows;
Unused sub-accounts;
Unused system features;
Reduced system usage; or
Early discontinuation of the service by the customer.

Unused subscription periods or package capacity cannot be converted into cash or transferred to another customer unless otherwise agreed in writing.

5. Customization and Additional Services

Fees paid for customization, AI training, workflow configuration, integrations, additional workflows, additional sub-accounts, API development, data migration or other professional services are non-refundable once the relevant work has commenced.

Changes in the customer's business requirements or a decision not to proceed after customization has started will not qualify for a refund.

6. Package Downgrades

Customers may request to downgrade their package, subject to approval.

Any approved downgrade will normally take effect from the next subscription renewal period.

A package downgrade during an active subscription does not entitle the customer to a refund, credit or reimbursement of the difference between package prices.

7. Third-Party Fees

Our services may integrate with third-party platforms and service providers, including WhatsApp, Meta, email providers, AI providers, cloud services, payment gateways, calendar systems and other external platforms.

Unless specifically stated in the quotation, fees charged by third parties are separate from the Explosoft package fee.

Any third-party charges already paid, committed or consumed are generally non-refundable by Explosoft.

This may include:

Meta or WhatsApp charges;
WhatsApp Business Solution Provider fees;
AI usage or token charges;
Email or SMS charges;
Cloud-service charges;
Payment-gateway fees;
Domain, hosting or SSL charges;
External API charges; and
Other third-party subscription or usage fees.

Refund eligibility for third-party charges may also be subject to the respective third party's own terms and refund policies.

8. Duplicate or Incorrect Payments

If a customer is accidentally charged more than once for the same invoice or makes an incorrect payment, the customer should contact Explosoft as soon as possible.

After verification, any confirmed duplicate or incorrect payment may be refunded or credited accordingly.

9. Failure to Provide the Service

If Explosoft is unable to provide the purchased service due to circumstances directly attributable to Explosoft, the Company may, depending on the circumstances:

Correct the service issue;
Provide an alternative solution;
Extend the relevant service period;
Provide service credit; or
Approve a full or partial refund.

The appropriate remedy will be determined based on the work already completed, costs already incurred and the circumstances of the case, subject to applicable law.

10. Third-Party Account Restrictions

A refund will not normally be provided where the service cannot be used because of circumstances outside Explosoft's reasonable control, including:

WhatsApp or Meta account suspension or restriction;
Rejection of an account by a third-party platform;
Violation of third-party policies by the customer;
Suspension of the customer's social-media account;
Changes to third-party APIs or platform features;
Failure by the customer to maintain required third-party subscriptions;
Customer internet or network problems; or
Incomplete or incorrect information provided by the customer.

Explosoft does not guarantee approval, continued availability or uninterrupted operation of any third-party platform.

11. Customer-Caused Delays

Implementation may require the customer to provide information, FAQs, content, account credentials, approvals, business processes or other materials.

Delays caused by the customer's failure to provide the required information or approvals do not qualify the customer for a refund.

This includes situations where the customer stops responding, postpones implementation or decides not to continue after implementation work has begun.

12. Change of Mind

A change of mind, change in business strategy, change of personnel, lack of usage or decision to use another service provider will not qualify for a refund once implementation or customization has commenced.

Customers are encouraged to review the quotation, package features, system requirements and project scope carefully before making payment.

13. How to Request a Refund

All refund requests must be submitted to Explosoft through the Company's official contact channels.

The request should include:

Customer or company name;
Invoice or quotation number;
Payment date;
Payment or transaction reference;
Package purchased;
Reason for requesting the refund; and
Any relevant supporting information.

Explosoft may request additional information where necessary to verify and assess the request.

Submitting a refund request does not automatically mean that the refund has been approved.

14. Refund Approval and Payment

All refund requests are subject to review based on:

The accepted quotation;
The agreed project scope;
Implementation status;
Customization work completed;
Third-party costs already incurred;
System activation status;
This Refund Policy;
Our Terms & Conditions; and
Applicable law.

If a refund is approved, it will normally be returned using the original payment method or another method agreed by Explosoft and the customer.

The time required for the refunded amount to appear may depend on the bank, card issuer, payment gateway or other payment provider.

Explosoft is not responsible for processing delays caused by third-party financial institutions or payment providers.

15. Promotional Offers and Discounts

Where a package is purchased using a promotional price, special discount, bundle or other special commercial arrangement, any approved refund will be calculated based on the actual amount paid and the applicable terms of the promotion.

Promotional benefits have no separate cash value unless expressly stated otherwise.

16. Exceptions Required by Law

Nothing in this Refund Policy is intended to exclude, restrict or limit any right or remedy that cannot legally be excluded under applicable law.

Where applicable law requires a refund, compensation or another remedy, Explosoft will comply with those legal requirements.

17. Relationship with Terms & Conditions

This Refund Policy should be read together with Explosoft's Terms & Conditions, Privacy Notice, accepted quotation and any applicable project documentation.

If there is any inconsistency between this Refund Policy and a specific written agreement or quotation signed or accepted by both parties, the specific written agreement will apply to the extent of that inconsistency.

18. Changes to This Refund Policy

Explosoft reserves the right to update or revise this Refund Policy from time to time to reflect changes in our services, business practices, third-party requirements or applicable laws.

The latest version published on our website will apply to future purchases unless otherwise stated.

19. Contact Us

If you have any questions about cancellations, billing or refund eligibility, please contact Explosoft International Sdn. Bhd. through the official contact information provided on our website or invoice.