Refund Policy

This Refund Policy explains the terms and conditions relating to refunds for payments made to HH PixelMind Sdn Bhd for the use of ooroos PIBG Management.

This policy applies to payments made for ooroos subscriptions, setup fees, system access, add-on modules, customisation, training, technical services and other services provided directly by HH PixelMind Sdn Bhd.

For any refund-related questions, please contact:

HH PixelMind Sdn Bhd
Email: admin@ooroos.my
Website: www.ooroos.my

ooroos is a digital software and service platform. Once access to the platform has been activated, system setup has started, customisation work has begun, training has been delivered, or subscription access has been provided, certain fees may become non-refundable.

However, we will review refund requests fairly and reasonably based on the circumstances, service status, payment status and applicable terms.

All refund requests must be submitted in writing to admin@ooroos.my.

This Refund Policy covers payments made directly to HH PixelMind Sdn Bhd for:

ooroos subscription fees;
Monthly or annual platform access fees;
Setup or onboarding fees;
System configuration fees;
Customisation or development fees;
Training fees;
Data migration fees;
Add-on modules;
Technical support packages;
Other services purchased directly from HH PixelMind Sdn Bhd.

ooroos may allow schools, PIBG organisations or authorised administrators to collect payments such as PIBG fees, contributions, donations, activity fees, event fees or other school-related payments.

For these types of payments:

HH PixelMind Sdn Bhd provides the platform and technology infrastructure only;
The school, PIBG or relevant organisation is responsible for determining whether a parent, guardian, student or payer is entitled to a refund;
Refund approval for PIBG fees, donations, school contributions or activity payments must come from the relevant school or PIBG administrator;
HH PixelMind Sdn Bhd may assist with technical verification, payment reference checking and refund processing support where applicable;
Payment gateway charges, bank charges or processing fees may depend on the payment provider's terms.

Parents, guardians or payers should contact the relevant school or PIBG first for refund requests involving school or PIBG-collected payments.

A refund may be considered in the following situations:

A refund may be approved if the same user, school, PIBG or payer has accidentally made duplicate payment for the same invoice, subscription or transaction.

A refund may be approved if the amount paid is higher than the actual amount payable.

A refund may be considered if payment was successfully made but ooroos access was not activated due to an issue caused by HH PixelMind Sdn Bhd, and we are unable to resolve the issue within a reasonable period.

A refund may be considered if a paid service has not started, has not been delivered, and no resources have been allocated for the service.

For onboarding, setup, training, customisation or implementation services, a refund may be considered if the cancellation request is received before any work has started.

A partial or full refund may be considered if a verified technical issue caused by ooroos prevents the customer from using the core platform, and we are unable to provide a reasonable solution.

A refund or reallocation may be considered if payment was made to the wrong invoice, wrong account or wrong billing item, subject to verification.

Unless otherwise required by law or approved at our discretion, refunds will generally not be provided in the following situations:

Change of mind after purchase or subscription activation;
Failure to use the platform after access has been provided;
Customer no longer requires the system after activation;
Subscription period has already started;
Setup, onboarding or configuration work has already begun;
Customisation or development work has already begun;
Training session has already been conducted;
Data migration work has already started or been completed;
Customer provided incorrect information during registration or setup;
Customer failed to provide required documents, data or cooperation for implementation;
Account suspension due to breach of terms, misuse, fraud or unauthorised activity;
Third-party service fees, payment gateway fees, bank charges, SMS fees, WhatsApp messaging fees or other external provider costs;
Downtime caused by third-party service providers, internet service providers, banks, payment gateways or external systems outside our control;
Promotional, discounted or special campaign purchases stated as non-refundable;
Administrative fees already incurred;
Services purchased under a signed quotation, agreement or purchase order with separate refund or cancellation terms.

Monthly subscription fees are generally non-refundable once the billing period has started and access has been provided.

If a customer wishes to stop using ooroos, the customer may request cancellation before the next billing cycle.

Annual subscription fees may be refundable only if:

The refund request is made before account activation; or
The refund request is made before onboarding or setup begins; or
ooroos is unable to provide the purchased service due to an issue caused by HH PixelMind Sdn Bhd.

Once the annual subscription has been activated and the customer has access to the platform, the annual fee is generally non-refundable.

At our discretion, we may offer a partial refund, account credit, service extension or package adjustment depending on the situation.

If auto-renewal is enabled, customers are responsible for cancelling renewal before the next billing date.

Refunds for renewal payments may be considered only if the refund request is submitted within 7 days from the renewal date and the renewed service has not been actively used.

Setup, onboarding, configuration, training, customisation and data migration fees involve allocation of time, manpower and technical resources.

These fees are generally non-refundable once work has started.

If cancellation occurs before work begins, a refund may be considered after deducting any administrative, payment gateway or committed third-party costs.

Refund amounts may exclude:

Payment gateway transaction fees;
Bank charges;
FPX, card or e-wallet processing fees;
Currency conversion fees, where applicable;
Administrative or third-party charges already incurred.

Where the payment gateway or bank does not refund processing fees, such fees may be deducted from the refund amount.

Refund requests should be submitted within the following period:

Duplicate payment: within 14 days from the payment date;
Overpayment: within 14 days from the payment date;
Subscription payment: within 7 days from the payment date, subject to eligibility;
Setup or customisation service: before work begins;
School/PIBG collection payment: according to the relevant school or PIBG refund procedure.

Late refund requests may still be reviewed, but approval is not guaranteed.

To request a refund, please email admin@ooroos.my with the following information:

Full name;
Organisation, school or PIBG name;
Registered email address or account ID;
Phone number;
Invoice number;
Receipt number;
Payment reference number;
Payment date;
Payment amount;
Reason for refund request;
Supporting documents, if any;
Bank account details, if manual refund is required.

We may request additional information to verify the transaction and refund eligibility.

After receiving a complete refund request, we will review the request based on:

Payment status;
Account activation status;
Usage of the system;
Whether setup or service work has started;
Whether the issue was caused by ooroos, the customer, third-party provider or payment gateway;
Supporting evidence provided;
Applicable quotation, invoice, agreement or service terms.

Submission of a refund request does not guarantee approval.

Approved refunds will usually be processed within 7 to 14 business days after approval.

The actual time for the refunded amount to appear in the payer's account may depend on the bank, card issuer, e-wallet provider or payment gateway.

Manual bank refunds may take longer if additional verification is required.

Approved refunds will generally be made using the original payment method where possible.

If refund through the original payment method is not available, we may process the refund through bank transfer or another method agreed by us.

For security reasons, refunds will only be made to the original payer or verified account holder unless otherwise approved by HH PixelMind Sdn Bhd.

Depending on the situation, we may offer:

Partial refund;
Service credit;
Subscription extension;
Package adjustment;
Replacement service;
Technical support resolution;
Correction of invoice or payment allocation.

This may be offered where a full refund is not appropriate but a fair resolution is required.

Customers may request cancellation of their ooroos subscription by emailing admin@ooroos.my.

Cancellation will stop future billing but does not automatically entitle the customer to a refund for payments already made.

Upon cancellation, access to the platform may continue until the end of the paid billing period, unless otherwise stated in the relevant agreement or quotation.

HH PixelMind Sdn Bhd reserves the right to suspend or terminate access to ooroos if a user, school, PIBG or organisation:

Violates our Terms of Service;
Misuses the platform;
Uploads false, illegal or unauthorised data;
Attempts unauthorised access;
Uses the platform for fraudulent purposes;
Fails to make payment;
Causes security, legal or operational risk to the platform.

In such cases, payments made may be non-refundable.

For payments collected by schools or PIBG through ooroos, such as PIBG fees, donations, event payments or activity charges:

The refund decision belongs to the relevant school or PIBG;
The payer should contact the school or PIBG administrator first;
ooroos may assist by providing transaction records or technical support;
HH PixelMind Sdn Bhd is not responsible for deciding the refund eligibility of school or PIBG-collected payments unless the issue is caused by our platform or payment processing error.

We reserve the right to hold, reject or delay a refund if the transaction is suspected to involve:

Fraud;
Unauthorised payment;
Chargeback abuse;
Identity mismatch;
False information;
Suspicious account activity;
Violation of law or platform terms.

We may request additional verification before processing such refunds.

We may update this Refund Policy from time to time to reflect changes in our services, payment processes, business model or legal requirements.

The latest version will be published on our website with the updated date.

Continued use of ooroos after changes are published means you acknowledge the updated Refund Policy.

For refund requests or questions, please contact:

HH PixelMind Sdn Bhd
Email: admin@ooroos.my
Website: www.ooroos.my