Refund and Returns Policy

At APIPIE TECH SDN. BHD. (Company Registration No. 202201020560 / 1466257-D) (“APIPIESHOP”, “we”, “us”, “our”), we are committed to delivering high-quality digital services and stand behind the work we do. This Refund Policy explains when refunds are available, how they are calculated, and how you can request one. It applies to all Orders placed through our Website at https://apipietech.com.

Please read this policy carefully before placing an Order. By completing a purchase, you confirm that you have read, understood, and accepted this Refund Policy, which forms part of our Terms and Conditions.

1. Nature of Our Services

APIPIESHOP provides digital and cross-border e-commerce services, including but not limited to independent website development, social media account setup, cross-border live-streaming network connectivity, livestream promotion, audience engagement, APIPIE Payments integration, local telecommunications number services, product sourcing, logistics coordination, and APIPIE membership programs. Because many of our Services involve immediate digital provisioning, third-party costs, or customized labor on your behalf, refund eligibility depends on the nature of the Service and the stage of delivery at the time of the request.

2. General Principles

Our general principles for refunds are as follows. Specific Services may have additional terms set out in later sections of this policy or in the applicable service agreement, which shall prevail in case of conflict.

Refund requests must be submitted in writing to apipie.co@apipietech.com within the applicable time limit for that Service.
Refunds, where approved, are made via the original payment method unless otherwise agreed. Depending on the payment provider, refunds may take between five (5) and thirty (30) business days to reflect in your account.
Any third-party costs we have already paid on your behalf (such as platform fees, advertising spend, telecommunications carrier fees, logistics fees, or domain registration) are non-refundable. Only the portion retained by APIPIESHOP is eligible for refund consideration.
Processing fees charged by payment gateways, currency-conversion fees, and bank transfer fees incurred on the original transaction or the refund transaction may be deducted from the refund amount.
Refunds will not be issued where the cause of dissatisfaction is outside APIPIESHOP’s reasonable control (see Section 7) or where the Customer is in material breach of our Terms and Conditions.

3. Refund Eligibility by Service Type

3.1 Independent E-commerce Website Development

Because website development involves design work, development labor, and third-party resources that begin immediately upon Order confirmation, refund eligibility is tied to the project stage at the time of the request:

Before Work Begins: If you submit a written cancellation request after payment but before we have started any development or design work, you are entitled to a full refund less any non-refundable payment-processing fees.
During Initial Design Phase: Up to fifty percent (50%) of the paid amount may be refunded, subject to deduction of actual costs incurred (design hours, third-party licenses, domain or hosting registrations).
After Handover of First Deliverable: No refund is available once a material deliverable (such as the first design mockup, development milestone, or staging site) has been delivered, except in cases of proven material breach by APIPIESHOP.
After Final Delivery: No refund is available. However, any defects or non-conformance to the agreed specification will be addressed under our standard post-launch support terms.

3.2 Social Media Account Setup Services

Social media account setup services (including Facebook and other livestream-ready account provisioning) often involve the purchase of verified accounts, verification documentation, and platform-side configuration, all of which incur immediate and non-recoverable third-party costs.

Once an account has been successfully handed over to you and log-in credentials have been transferred, the Service is considered delivered and no refund is available.
If we are unable to deliver the account as specified (for example, if the agreed type of verified account is no longer obtainable), we will first attempt to deliver an equivalent alternative. If that is not possible, we will refund the amount paid for that specific account, less any non-recoverable third-party fees.
Refunds are not available for account issues arising after successful delivery, including platform restrictions, suspensions, or policy changes imposed by the social media platform.

3.3 Cross-Border Live-Streaming Network Services

Our live-streaming network services are provisioned on a subscription or time-bound basis and rely on dedicated network resources reserved for you from the moment of activation.

Before Activation: If you request cancellation before the network line is activated, you may receive a full refund less payment-processing fees.
After Activation: Once the network line has been activated, the Service is considered in use. Pro-rated refunds for the unused portion may be considered at our discretion if the request is made within the first seven (7) days of activation and if we have been unable to resolve a documented, sustained technical issue attributable to APIPIESHOP.
Mid-Subscription: After seven (7) days, no refund is available for the remainder of the subscription term. You may cancel auto-renewal at any time before the next billing cycle to avoid further charges.

3.4 Livestream Promotion & Audience Engagement Services

Promotion and engagement services involve the immediate deployment of advertising budget, content distribution, and viewer targeting. Once campaigns or engagement activities have been initiated, the associated third-party spend and operational work are not recoverable.

Before campaign launch: full refund possible, less payment-processing fees.
After campaign launch: refunds are calculated only on the unused, unspent portion of the Service, and may be further reduced by any fixed operational fees.
Results-based refunds are not offered, as the outcome of any promotional campaign depends on many factors beyond our control, including your product, pricing, content quality, and the target audience’s response.

3.5 APIPIE Payments Integration

Integration work for payment gateway solutions involves immediate technical labor, compliance review, and coordination with acquiring partners.

Refund eligibility follows the same staged approach as website development (see Section 3.1).
Transaction fees paid to acquirers or card networks on processed transactions are never refundable.

3.6 Local Telecommunications / Mobile Number Services

Local mobile number services involve carrier-imposed activation fees and line commitments that are not recoverable once the number has been provisioned.

Once a mobile number is activated and handed over, no refund is available.
If activation fails for reasons attributable solely to APIPIESHOP, a full refund of the paid amount will be issued.

3.7 APIPIE Membership

APIPIE membership provides access to member-only pricing, content, and service bundles from the moment of purchase.

Memberships are non-refundable once activated, due to the immediate provision of associated benefits and discounts.
You may cancel auto-renewal at any time before the next billing date to prevent further charges.

3.8 Product Sourcing & Logistics

For physical goods sourced on your behalf or fulfilled through our logistics network, refund eligibility is governed by the specific purchase order or shipping agreement issued for that transaction, and also by the policies of the underlying supplier and carrier. Damaged, lost, or non-conforming shipments should be reported within seven (7) days of receipt, together with photographic evidence, so that we can initiate a claim with the relevant supplier or carrier on your behalf.

4. How to Request a Refund

To request a refund, please follow these steps:

Step 1: Send a written refund request to apipie.co@apipietech.com with the subject line beginning with “[Refund Request]” and include the following: your full name, registered email, Order reference number, the Service concerned, the reason for the request, and any supporting documentation (screenshots, error logs, correspondence, etc.).
Step 2: Our team will acknowledge receipt within one (1) business day and assign the request to the appropriate reviewer. We may request additional information to complete our assessment.
Step 3: We will complete our review and respond with a decision within ten (10) business days of receiving all required information. If the refund is approved, we will confirm the refund amount, the payment method, and the expected processing timeline.
Step 4: Approved refunds are processed within five (5) business days of approval. The time for the funds to appear in your account depends on your bank or payment provider, and can take up to thirty (30) days in some cases.

5. Partial Refunds

Where only part of a Service has been delivered, or where a Service has been partially completed, we may at our discretion offer a partial refund reflecting the undelivered portion, less any non-recoverable costs. We will always provide a transparent breakdown of how the refund amount has been calculated.

6. Chargebacks & Payment Disputes

Before initiating a chargeback with your bank or card issuer, we kindly ask that you contact us first so we can resolve your concern directly. Most issues can be resolved more quickly and fairly through direct communication than through a chargeback.

Unjustified chargebacks — for example, chargebacks filed after the Service has been fully delivered as agreed — will be contested. We reserve the right to suspend or terminate the Accounts of Customers who repeatedly file unjustified chargebacks, and to pursue recovery of any costs incurred (including chargeback fees and legal expenses) from the Customer.

7. Non-Refundable Circumstances

Refunds will not be issued in the following circumstances, which are without limitation:

Change of mind after substantial Service delivery has begun.
Failure to achieve specific commercial outcomes that depend on factors outside APIPIESHOP’s control.
Issues caused by the Customer, such as incorrect information provided, delayed submission of materials, or failure to follow our documented instructions.
Actions or policies of third-party platforms (social media platforms, payment acquirers, telecommunications carriers, app stores, search engines) including suspensions, bans, policy updates, or pricing changes.
Force majeure events, including acts of God, natural disasters, pandemics, wars, government actions, strikes, and large-scale internet outages.
Non-refundable third-party fees, taxes, duties, and currency-conversion losses.
Services where any form of abuse, fraud, or breach of our Terms and Conditions has occurred on the Customer’s part.
Requests submitted outside the applicable refund request window.

8. Modifications to This Policy

We may revise this Refund Policy from time to time to reflect changes in our Services, third-party costs, applicable law, or business practices. The “Last updated” date indicates the date of the most recent revision. The policy in force at the time your Order was placed governs that particular Order.

9. Contact Us

For any questions about refunds, or to submit a refund request, please contact:

APIPIE TECH SDN. BHD.

18, Sunway Montana, Desa Melawati 53100, Kuala Lumpur, Malaysia

Email (refund requests): apipie.co@apipietech.com

Phone: +60 12-221 1992

Website: https://apipietech.com