Refund Policy

The total fee for MetaKore Commerce is RM 1,500, paid in two parts: a 30% deposit (RM 450), invoiced when you sign the service agreement and we start the project, and the remaining 70% (RM 1,050) due only after your store goes live and you accept it. We do not invoice the balance for a store that has not been delivered.

We begin building your storefront once you have paid the RM 450 deposit and confirmed your product catalogue is ready. From that point the deposit is non-refundable — it covers the design, configuration, and project-management time we invest up front. Because work starts as soon as the deposit is paid, you should treat the RM 450 deposit as committed, not as a holding fee you can recover by changing your mind. The 70% balance (RM 1,050) is still only due once the store is live and you accept it — so the most you can pay for an unfinished store is RM 450. The only exception is if we are in material breach (section 5).

We deliver your storefront for your review on the agreed Go-Live date. You then have 7 calendar days to either accept the storefront in writing or reject it with specific reasons. The 70% balance (RM 1,050) is invoiced only after your written acceptance, or after the 7-day review window lapses without rejection. You owe nothing further until then.

Once your storefront is built, it must go live within 12 months of the date on your deposit invoice. If it has not launched by then — usually because we are still waiting on you to finalise products, confirm content, or approve go-live — we treat the project as abandoned. On abandonment the RM 450 deposit is not refunded, the 70% balance (RM 1,050) is voided and never invoiced, and the engagement is closed. Restarting the project later is treated as a new build at the prices current at that time. If you know a launch will be delayed, tell us in writing before the 12 months are up and we will try to agree an extension in good faith.

If we fail to deliver the storefront as described in the service agreement and do not fix the issue within 14 calendar days of you telling us in writing, you may terminate the engagement and receive a full refund of any amount you have paid us, including the deposit. This is the standard remedy under the service agreement (clause 3.4).

For 14 calendar days after Acceptance, we fix bugs in the delivered storefront at no extra cost — this is part of the original RM 1,500 fee, not a separate refund. The bug-fix window does not cover new features, scope changes, content updates, or issues caused by third-party platform changes (Shopify updates, Stripe pricing changes, etc.).

MetaKore Dine is a subscription, not a project build, and it is paid once, upfront, for the term you choose. Prepaid subscription fees are non-refundable, and unused time on a term is not refunded in cash — which is why we suggest starting with the shortest term. The unused balance is not lost, however: if your restaurant closes, it transfers to your next outlet, provided that outlet is registered to the same owner. It cannot be given or sold to anyone else, and it cannot be exchanged for cash. Installation is charged again for each new outlet, because moving a subscription costs nothing and installing one is labour. The complete terms of the subscription — including what happens at the end of a term, what we do with your data, and the exact conditions on transferring a balance — are set out in the MetaKore Dine Service Terms, which govern your subscription in place of sections 1 to 6 of this policy.

Every engagement other than MetaKore Commerce and MetaKore Dine — web development, mobile app development, server migration, AI automation, API integration, data analytics & business intelligence, and any other bespoke project — is scoped and quoted individually after a scoping call. Because the work, timeline, and price differ for each, the refund and cancellation terms for these projects are set out in the written quotation and service agreement you sign for that specific engagement, and those terms prevail over this section. As a general rule, however: these projects are billed in milestones; any deposit and any milestone covering work we have already started or delivered is non-refundable, because it pays for time and effort already spent; and you may cancel future milestones that we have not yet started, in which case you are not charged for them. If we are in material breach — we fail to deliver an agreed milestone and do not fix it within the period stated in your agreement after you tell us in writing — you may terminate that engagement and receive a refund of any amount paid for work not delivered. Always read the signed agreement for the exact terms that apply to your project.

For any engagement — MetaKore Commerce, a MetaKore Dine subscription, or a custom project — email zhenkai.dev@gmail.com or WhatsApp +60 16-620 6903 with your name, the date you paid, and the reason for the request. We will reply within 2 working days. Approved refunds are paid back to the same Malaysian bank account that paid us, within 14 calendar days of approval. We do not process refunds in cash, cryptocurrency, or to a third-party account.