FreeGo REFUND POLICY (v1.0)

FREEGO REFUND POLICY

Version: 1.0

Effective Date: 2026 Jan 01

Company: FreeGo
Jurisdiction: Malaysia

1. INTRODUCTION

This Refund Policy explains the refund conditions for purchases made through FreeGo POS, including software licenses, hardware, subscriptions, credits, and related services (“Services”).

By purchasing or using FreeGo Services, you acknowledge and agree to this Refund Policy together with the FreeGo Terms of Service.

2. GENERAL REFUND PRINCIPLE

FreeGo aims to provide reliable products and services. Refund requests will be reviewed based on the type of purchase, usage status, and applicable conditions stated in this policy.

Not all purchases are eligible for refunds.

3. SOFTWARE LICENSE PURCHASES

3.1 One-Time Purchase License

Certain FreeGo POS products may be offered as a one-time purchase with perpetual usage rights.

Due to the nature of digital software products, payments for software licenses are generally non-refundable once:

The license has been activated;

The system setup has been completed;

The merchant has started using the software; or

Digital services have been delivered.

3.2 Trial or Evaluation Period

Where FreeGo provides trial access or demonstration services, merchants are encouraged to evaluate suitability before purchasing.

Purchasing after evaluation indicates acceptance of the product suitability.

4. HARDWARE PURCHASES

Hardware purchases, including but not limited to:

Receipt printers

Kitchen printers

Tablets

Accessories

Other physical devices

may be eligible for refund only if:

The request is made within [X] days of purchase;

The hardware has not been used;

The original packaging and accessories are complete;

The item is returned in acceptable condition.

Shipping and handling fees may not be refundable.

5. SETUP, INSTALLATION & TRAINING SERVICES

Fees related to:

Menu setup

Installation

Configuration

Training

Consultation

Onsite service

are generally non-refundable once the service has been performed.

6. SUBSCRIPTION SERVICES

For subscription-based services:

Subscription fees are charged according to the selected billing period.

Cancellation stops future renewal charges.

Existing subscription payments are generally non-refundable.

Examples include:

AI features

Cloud services

Premium features

Add-on services

7. QR ORDERING SERVICE FEES

Fees charged based on QR Ordering usage, including per-order service fees, are non-refundable after the transaction has been processed.

This includes situations such as:

Customer changes their mind

Merchant disputes after order completion

Customer enters incorrect information

8. CREDIT / WALLET BALANCE

Where FreeGo provides prepaid credits or wallet balance:

Credits may be used only for FreeGo services.

Credits are not exchangeable for cash unless required by law.

Unused credits may not be refundable.

Minimum top-up amounts may apply.

9. E-INVOICE & THIRD-PARTY SERVICES

Fees related to third-party integrations or external services may not be refundable due to:

Third-party charges

Government system requirements

External platform limitations

10. REFUND REQUEST PROCESS

To request a refund, merchants must provide:

Merchant account information

Purchase details

Reason for refund request

Supporting documents where required

Requests should be submitted through:

Email: [email protected]

FreeGo may review each request individually.

11. REFUND APPROVAL

If a refund is approved:

Refunds will be processed through the original payment method where possible.

Processing time depends on payment providers or banks.

Any applicable transaction fees may be deducted.

12. NON-REFUNDABLE ITEMS

The following are generally non-refundable:

Activated software licenses

Completed setup services

Completed training services

Used hardware

Processed QR orders

Used credits

Subscription periods already started

Third-party service charges

13. SYSTEM ISSUES & REFUNDS

Temporary issues caused by:

Internet connection problems

Merchant hardware problems

Third-party services

Payment gateways

Government platforms

Customer device limitations

do not automatically qualify for refunds.

FreeGo will make reasonable efforts to provide technical support and resolve issues.

14. BUSINESS INTERRUPTION

FreeGo shall not be responsible for business losses, including:

Lost sales

Lost profits

Customer complaints

Operational delays

caused by system downtime, technical issues, or external factors.

15. POLICY CHANGES

FreeGo reserves the right to update this Refund Policy from time to time.

Updated policies will be published through official FreeGo platforms.

16. CONTACT INFORMATION

For refund inquiries:

Company: FreeGo
Email: [email protected]
Website: freegopos.com

END OF REFUND POLICY