Because our work is bespoke — software, web and mobile builds tailored to your business — refunds work a little differently than they do for off-the-shelf products. This policy explains the rules clearly so there are no surprises.
It applies to all services delivered by Shin Era Tech (SA0597966-X), and forms part of our Terms of Service.
1. Quotes and pre-engagement
Quotes are free. You owe us nothing until you accept a quote in writing and the deposit invoice is settled. Up to that point, you can walk away at any time without charge.
2. Deposit
A 50% deposit is invoiced when you accept a Statement of Work (SOW). The deposit secures your slot in our schedule and covers initial discovery and design work.
- The deposit is non-refundable once we begin chargeable work (typically within a few days of receiving it).
- If you cancel before any work has commenced, the deposit is refundable in full, less any third-party costs already incurred on your behalf (e.g. domain purchases, paid SDKs).
3. Cancellation during a project
You may cancel an active project at any time by giving us written notice. On cancellation:
- You pay for all work completed up to the cancellation date, calculated against the milestones in the SOW.
- Any unused portion of the deposit (after work-to-date is deducted) is refunded within 14 working days.
- We hand over the work-in-progress in its current state, including code and design files for the parts that were completed.
- Third-party costs already paid on your behalf are not refundable.
If we cancel — for example, because we cannot meet our obligations under the SOW — you pay only for work completed, and we refund any unused balance promptly.
4. Defects after delivery (warranty)
For 30 days after handover, we'll fix any defect in code we delivered at no extra cost, provided:
- The defect is reproducible and is in the delivered scope.
- The system has not been modified by you or a third party in the area concerned.
- You report the issue to us in writing within the 30-day window.
Defect fixes are remedies under the warranty — they are not refunds. After the warranty period, fixes are handled under a support arrangement (if any) or billed separately as agreed.
5. When refunds are not available
To set expectations clearly, refunds are not offered for:
- Work that has been delivered and accepted in line with the SOW.
- Change of mind after a milestone has been signed off.
- Third-party services, licences or domains purchased on your behalf.
- Delays caused by missing inputs from your side, where we kept working in good faith on what we could.
6. Disputes
If you believe an invoice or deliverable is wrong, please tell us within 7 days of receiving it, in writing, with specifics. We'll discuss the issue in good faith and propose a resolution — typically a fix, a credit note, or, where appropriate, a partial refund. If we can't agree, the dispute is handled under section 12 of our Terms of Service (governing law: Malaysia).
7. How to request a refund or cancel
Email us at shineratech@gmail.com with:
- Your project name and invoice number(s).
- What you'd like (cancel, refund, fix under warranty).
- The reason and any supporting detail (screenshots, error messages, dates).
We acknowledge requests within 3 working days and aim to resolve them within 14 working days.
8. Refund mechanics
Refunds are returned to the same payment method used for the original transaction (typically bank transfer to your Malaysian bank account). For international transfers, bank charges may be deducted from the refund amount.
9. Contact
- Email: shineratech@gmail.com
- Phone: +60 11-3373 8392
- Post: 11A, Jalan USJ 3/1H, 47600 Subang Jaya, Selangor, Malaysia