Refund Policy

1. Overview and Purpose

This Refund Policy sets out the terms and conditions governing refunds within the Arvia Tech Enterprise ecosystem ("Arvia", "we", "us", or "our"). Arvia operates as the transaction spine of Malaysia's B2B economy, functioning as a networked Accounts Receivable (AR) and Accounts Payable (AP) pipeline.

Because Arvia facilitates B2B trade but is not a party to the underlying commercial transactions between Suppliers and Buyers, this Policy governs strictly the fees charged by Arvia for network access and transaction processing. A Buyer's entitlement to a refund of the principal purchase price for goods or services is governed entirely by the relevant Supplier's own refund and returns policy.

2. SaaS Subscription Fees

Arvia provides network access, automated reconciliation, and live cash flow analytics via tiered Software-as-a-Service (SaaS) subscriptions (e.g., Basic, Growth at RM 79/Month, and Elite at RM 100/Month).

2.1 General Cancellation and Refund Eligibility

• Active Billing Cycles: Subscription fees for the active billing month are strictly non-refundable. You may cancel your subscription at any time, with the cancellation taking effect at the end of your current billing cycle.
• Tier Upgrades: If you upgrade your tier mid-cycle (e.g., moving from Growth to Elite), the remaining balance of your previous tier will be prorated and applied as credit toward your new invoice. No cash refunds are issued for upgrades or downgrades.

2.2 Exceptions for Arvia Platform Errors

Arvia will consider a SaaS fee refund solely in the event that:

• An incorrect fee amount was charged due to a verified billing error on Arvia's part.
• The business was charged for a service tier or feature that was not activated or accessible due to a documented technical failure on Arvia's platform infrastructure.

3. Transaction Processing Fees

Arvia charges a Processing Fee for every B2B invoice settled through our integrated third-party payment gateways. The fee depends on the active subscription tier (Basic: 1.20%, Growth: 0.80%, Elite: 0.50%).

3.1 Non-Refundability of Settled Transactions

Once a payment is successfully reconciled and settled between the Buyer and Supplier, the associated transaction processing fee is entirely non-refundable. This strict non-refundability exists because:

• The fee covers the immediate, irrevocable execution costs levied by the third-party payment gateways.
• The transaction initiates the permanent timestamping of a verified data point on the Arvia network, which actively contributes to the business's accumulated behavioural credit profile. The value of this network action is delivered instantaneously upon settlement.

4. Disputed Transactions and Commercial Reversals

4.1 Commercial Disputes Between Buyer and Supplier

If a Buyer requests a refund for goods or services purchased, they must direct this request to the Supplier. Arvia has no authority to compel a Supplier to issue a commercial refund. If the Supplier approves the refund, they must execute it directly or instruct the reversal through their own gateway merchant portal. Arvia does not refund the transaction processing fees associated with the original payment, even if the principal amount is returned to the Buyer by the Supplier.

4.2 Erroneous Debits by Arvia's Systems

If an automated payment or settlement was executed without authorisation, in error, or in excess of an agreed invoice amount due to an Arvia system fault, the affected party must report the dispute to [email protected] within fourteen (14) calendar days. Following an investigation, if Arvia or our payment gateway confirms the error, a full reversal of the incorrect principal amount and any associated processing fees will be arranged within five (5) to ten (10) working days.

5. How to Submit an Arvia Fee Refund Request

All requests regarding SaaS billing errors or Arvia system faults must be submitted in writing to [email protected] within thirty (30) calendar days of the disputed charge. Verbal requests will not be accepted. The request must include:

• Full business name and SSM number;
• Arvia account email address and relevant invoice reference number;
• A clear description of the billing error or technical fault; and
• Supporting documentation (e.g., bank statement showing the disputed debit).

6. Escalation and Disputes

If you are dissatisfied with Arvia's decision on a fee refund request, you may escalate the matter by writing to the Compliance Team at [email protected]. Arvia will provide a final written determination within fourteen (14) working days. If you remain dissatisfied following escalation, complaints relating to integrated payment services may be directed to Bank Negara Malaysia's BNMTELELINK helpline or the Ombudsman for Financial Services (OFS), where applicable.