Refund Policy

At Benamici Studio, we are committed to delivering high quality digital products and professional IT engineering services.

Because our offerings consist of digital assets, custom software development, licensing keys and dedicated technical resources, all sales are generally final, and we do not offer refunds for a change of mind.

However, we stand firmly behind the quality of our work. We provide full or partial refunds under three specific conditions:

• Case 01

  Critical System Failure

  The product fails to perform core functions as specified, and our engineering team is unable to resolve the issue within 14 business days of written notification.

• Case 02

  Non Delivery or Provider Cancellation

  Benamici cancels an active engagement, or is strictly unable to deliver the agreed project scope.

• Case 03

  Billing Errors

  Duplicate charges, incorrect invoice amounts, or billing processed after a valid and confirmed cancellation request.

This policy forms an integral part of our Terms of Use. Where a formal Master Services Agreement (MSA) or custom service contract exists, the refund and termination clauses within that signed contract shall prevail.

This policy governs all digital products, software solutions and technical services provided by Benamici Studio:

• SaaS platforms (Skooldash)

  Cloud based management systems billed on recurring subscription terms, monthly or annually as stated in your agreement.

• Proprietary plugins (Smartify Series)

  Software licences issued on an annual subscription for the designated site environments, renewable every twelve months.

• Custom software and project engineering

  Web development, mobile app development, SaaS and ERP builds, ArcGIS Enterprise deployment, SEO, and Google Ads management.

• Managed hosting and infrastructure

  Monthly or annual recurring server maintenance, technical support and cloud environment management, billed in advance.

• Hardware and IT equipment supply

  Physical hardware supplies, governed directly by the respective original equipment manufacturer's warranty and return policies.

All transactions, quotes and refund calculations are denominated in Malaysian Ringgit (MYR) unless explicitly stated otherwise in a formal quotation.

We believe in complete transparency before any financial commitment is made. To ensure our solutions align precisely with your business requirements, we enforce a strict pre purchase protocol:

• Live product demonstrations. We provide real time walkthroughs of functional systems rather than relying solely on static marketing collateral.
• Clear scope boundaries. We explicitly outline what the software or service delivers, its operational boundaries, and any prerequisites required.
• Itemised quotations. Every project starts with a written scope of work (SOW), defining deliverables, payment schedules and explicitly excluded items.
• Open pre sales consultation. We address technical enquiries prior to invoicing, ensuring total alignment before engagement.

Upon payment confirmation, resources are immediately allocated: licence keys are generated, cloud infrastructure is provisioned, third party vendor APIs are licensed, and engineering hours are committed. Consequently, post purchase cancellations or change of mind requests cannot be accommodated.

Refunds will not be granted under the following circumstances:

• Change of mind or strategy

  Decisions to pivot, cancel or halt internal operations after a project has commenced or a licence has been issued.

• Incorrect selection

  Purchasing the wrong tier, module or licence type when accurate documentation was available. In such cases, we will gladly assist in transferring your payment toward the correct tier, with only the balance difference payable.

• Non utilisation

  Unused subscription periods, unactivated software licences, or unutilised support hours within an active billing cycle.

• Subjective aesthetic preferences

  Modifications regarding visual styling, typography or UI layouts that fall within the agreed technical specifications. These are addressed via standard project revision rounds, not refunds.

• Third party disruptions

  System downtime or service failure caused by third party hosting, API outages, domain registrars, external software plugins, or client server misconfigurations outside our direct control.

• Policy violations

  Suspension or termination of service resulting from a breach of our Terms of Use or acceptable use policy.

A refund request may be submitted under the following verified conditions:

A. Defective digital products or plugins

• A critical bug or functional defect prevents the software from operating according to documentation.
• The issue is reported to support@benamici.com within 14 calendar days of purchase.
• Our technical team is given administrative or staging access to diagnose the issue, and is unable to deliver a fix within 14 business days.

B. Project cancellation by Benamici

• If Benamici must terminate a project prior to completion due to resource constraints or unforeseen operational limitations, a pro rata refund will be issued for all unperformed work stages.

C. Overcharges and billing errors

• Technical errors resulting in double charging, incorrect invoicing, or auto renewals executed after a valid cancellation request was submitted in writing.

When a refund request is approved, the refundable amount is evaluated based on the nature of the transaction:

• Digital products and plugins

  Full refund of the purchase price, less any non refundable payment gateway transaction fees incurred during processing.

• Project and engineering services

  Refunds are calculated strictly on an unperformed milestone basis. Completed, accepted or delivered project milestones are non refundable. Work in progress milestones will be audited to determine actual engineering hours spent prior to settling the balance.

• Managed hosting and subscriptions

  Pro rata refunds apply only to full, unused calendar months remaining in an advance billing cycle. Partial months are non refundable.

To request a refund, please adhere to the following workflow:

• Step 1. Submit request

  Send an email to support@benamici.com within 14 calendar days of the transaction date.

• Step 2. Provide details

  Include your invoice or order reference number, registered business name, description of the product or service, and a detailed explanation of the claim, including relevant error logs or screenshots.

• Step 3. Technical audit

  For technical defect claims, allow our engineering team temporary diagnostic access to verify the reported behaviour.

• Step 4. Resolution

  Our team will review the claim and issue a formal written decision within 5 to 7 business days of receiving full diagnostic information.

• Approval notification

  Once a refund is approved, processing will be initiated within 3 business days.

• Method of refund

  Refunds are processed strictly back to the original payment method used during the initial transaction, whether bank transfer, DuitNow, credit card or payment gateway.

• Bank lead times

  Direct bank transfers typically clear within 3 to 5 business days. Credit card or third party gateway refunds may take 7 to 14 business days to reflect on your statement, depending on your financial institution.

• Self service or written notice. You may cancel recurring subscriptions, such as Skooldash, an annual Smartify Series plugin licence, or a monthly maintenance contract, at any time prior to the upcoming renewal date via your account portal or by emailing support@benamici.com.
• Billing cycle. Cancellations take effect at the end of the current paid billing cycle. You will retain full operational access to the service until the end of that period.
• No retrospective refunds. Cancelling a subscription does not automatically entitle you to a refund for the current or past billing terms.

We strongly encourage clients to reach out to our dedicated support team directly to resolve any invoice discrepancies or service issues.

Initiating an unauthorised chargeback or payment dispute with your bank or card issuer without prior communication with Benamici Studio will result in:

• Immediate suspension of associated software licences, user accounts and active API keys.
• Pausing of all ongoing engineering and support work across your account.
• Referral of unpaid balances and dispute documentation to our legal counsel for debt recovery.

Nothing contained within this Refund Policy is intended to limit, exclude or restrict any consumer rights guaranteed under applicable Malaysian laws, including the Consumer Protection Act 1999 where applicable.

For any questions regarding this policy or to submit a formal request, please contact our administrative team:

• Privacy Policy
• Terms of Use
• Support