Refund & Cancellation Policy

1.1 Administrative Verification Nature: Due to the immediate manual processing of document checks, SSM entity verification, identity vetting, storefront visits, and physical marketplace onboarding, all verification and administrative fees paid to SolveMY are 100% non-refundable. This applies even if your documents are insufficient or a verification check fails and you are not verified. 1.2 No Pro-Rata Refunds: If you decide to deactivate your verified provider status before the end of your current active verification period, you will not receive a pro-rata refund or credit for the remaining days of that monthly period. 1.3 No Performance Guarantees: SolveMY is a commission-free physical service directory marketplace. We facilitate introductions between Seekers and verified Providers; however, we do not guarantee physical job conversion, inquiry volume, or income. The lack of customer conversions during your active verification period does NOT entitle you to a refund.

2.1 Manage Status Anytime: Providers may manage or request deactivation of their active provider verification status at any time via the web portal without any termination fees or penalties. 2.2 How to Deactivate: Status management must be initiated directly by the user via the web portal dashboard, or by submitting a formal request to our compliance support at support@solvemy.com.my at least forty-eight (48) hours before your next scheduled monthly verification visit. 2.3 Post-Deactivation Access: Upon deactivation, your verified provider status, and with it your ability to publish services and send quotes, will remain active until the end of your current monthly verification period. Upon expiry, your account will revert to unverified status and your services will no longer be shown to Seekers.

3.1 Violation of Terms: If your account is suspended, restricted, or permanently banned from the Platform due to a violation of our Terms & Conditions, Prohibited Services List, or failed safety/compliance background checks: • Active verification status will be revoked immediately. • All prepaid administrative verification fees shall be forfeited completely, with zero refunds issued.

4.1 Monthly Compliance Settlement: Verified status lasts one month. To remain verified, Providers complete a new verification each month, including an offline SSM registry and storefront check for Merchants, and pay the prevailing monthly compliance administration fee to our team at the verification visit. SolveMY does not charge your card or account automatically. 4.2 Missed Verification: If a monthly verification is not completed — for example because the fee is not paid, the SSM registration has lapsed, or the shop has closed — your verified status ends at the end of the current month until a new verification is completed.

5.1 Activity Logging: SolveMY logs server activities and verification processing timestamps to monitor physical platform compliance and prevent fraud. 5.2 Chargeback Defenses: If a User initiates a chargeback or payment dispute through their bank or e-wallet operator for a verification fee covering a verification that has been carried out, SolveMY will submit full verification logs to reject the claim. 5.3 Blacklist Penalties: Any User executing a fraudulent chargeback will have their account immediately terminated, their IC/Passport and SSM business registration permanently blacklisted, and SolveMY reserves the right to recover all administrative chargeback costs via legal channels.

In the rare event that you are charged twice for the same verification by mistake, a full or partial refund will be manually processed. Any third-party bank transfer fees may be deducted from the final refunded amount.

This Policy shall be governed by and construed in accordance with the laws of Malaysia. Any dispute or claim arising out of this Policy shall be subject to the exclusive jurisdiction of the courts of Malaysia.

SolveMY reserves the right to amend the verification pricing or the terms of this Refund & Cancellation Policy at any time. Any changes will be announced via registered email 7 days prior to implementation. Continuous usage of the platform after updates indicates full consensus.

For any verification billing queries, please contact our compliance team via email at support@solvemy.com.my.