Cancellation & Refund Policy

1. Purpose, Scope & Legal Entity

This Cancellation and Refund Policy ("Policy") sets forth the binding terms under which CEC AUTOMATION AI SOLUTIONS (Company Registration No. 202603162088) ("Company", "we", "us", or "our") administers subscription cancellations, refund disbursements, billing disputes, and service credits for the CecAI Studio™ software platform ("Services").

This Policy applies uniformly to all subscribers, including advocates, solicitors, legal clerks, corporate secretaries, financial institutions, and enterprise legal departments accessing our software across Malaysia and international jurisdictions.

2. Subscription Cancellation Policy & Step-by-Step Procedure

CecAI Studio operates on a transparent, self-serve subscription model. We strictly reject dark patterns, artificial retention hurdles, or telephone-only cancellation requirements. You maintain sovereign control over your active subscription at all times.

2.1 Self-Serve Cancellation via the Customer Portal

Subscribers may terminate recurring monthly billing independently without staff intervention:

1. Log into your account console at cecaiautomation.my;
2. Click on Firm Settings located in the upper-right navigation menu;
3. Select the Billing & Subscriptions tab;
4. Click the button labeled "Manage Subscription via Stripe Portal";
5. Within the secure Stripe portal, click "Cancel Plan" and confirm your selection.

Upon confirmation, an immediate automated cancellation receipt will be dispatched to your registered billing email address, and your billing status will reflect as "Cancels at Period End".

2.2 Cancellation via Written Email Request

If you are unable to access the web console, you may submit a cancellation request by emailing billing@cecaiautomation.my from the primary administrative email address associated with your firm's account. Our billing team will execute the cancellation in Stripe within two (2) business hours of receipt and email you confirmation.

2.3 Effective Timing of Cancellation

• Immediate Cessation of Future Invoicing: Once cancelled, you will never be billed again for any subsequent subscription period unless you voluntarily initiate a new subscription.
• Full Access Until Billing Period Ends: Cancellation does not instantly sever your access. You retain full administrative access to your workspace, historical files, and unused monthly document processing quota through the final day of your current paid 30-day billing cycle.
• Zero Administrative Fees: We do not charge cancellation fees, early exit surcharges, or account closing fees of any kind.

3. 14-Day Risk-Free Money-Back Guarantee (First-Time Subscribers)

We recognize that legal practices require absolute certainty before embedding autonomous software into critical property transaction workflows. To enable risk-free testing of our land title OCR and conveyancing document synthesis engine, we provide an unequivocal 14-Day Money-Back Guarantee for all new subscribers.

• Eligibility Window: You may request a 100% full refund of your initial subscription fee within fourteen (14) calendar days from the initial transaction timestamp.
• Fair Use Threshold: To prevent opportunistic bulk harvesting of OCR services, the 100% money-back guarantee applies to accounts that have processed fifty (50) document pages or fewer during the trial period. If your firm has processed in excess of 50 pages during the 14 days, we will deduct only the standard per-page extraction fee (RM 2.50/page) and refund the entire remaining balance.
• How to Claim: Send an email to billing@cecaiautomation.my with the subject line "14-Day Money-Back Guarantee Request". State your law firm name and registered account email. No justification or interrogation is required.

4. Service Level Agreement (SLA) & Outage Downtime Credits

CecAI Studio delivers mission-critical infrastructure to property conveyancing practices across Malaysia. We warrant a platform availability target of 99.98% uptime throughout each calendar month (publicly monitored in real-time at cecaiautomation.my/status.html).

If platform availability drops below our 99.98% commitment in any calendar month due to an unscheduled failure of our servers, database clusters, or OCR pipelines, active subscribers are entitled to financial SLA service credits:

Note: Outage calculations exclude scheduled maintenance announced at least 48 hours in advance, force majeure events, or issues arising from the customer's local internet service provider.

5. Erroneous Charges, Duplicate Billings & Overpayments

In the rare event of a technical anomaly resulting in duplicate billing, incorrect currency exchange rate application, or an unintentional account duplicate:

• Immediate Reversal: Upon notification and internal validation, all erroneous or duplicate charges will be reversed in full within twenty-four (24) business hours.
• Zero Cost to Subscriber: Any associated transaction processing fees or banking surcharges incurred due to the Company's system error will be absorbed entirely by the Company.

6. Plan Upgrades, Downgrades & Mid-Cycle Proration

Subscribers may change subscription tiers at any time through the console:

• Plan Upgrades (e.g. Starter to Professional): When upgrading mid-cycle, your account is immediately credited with the higher quota tier. Stripe automatically calculates a prorated charge for the remaining days of your billing cycle. You only pay the exact difference for the remainder of the month.
• Plan Downgrades: When switching to a lower tier, the change will take effect at the conclusion of your current billing period. You will continue to enjoy your existing higher tier benefits until that date.

7. Non-Refundable Items & Exclusions

Refunds cannot be issued for the following deliverables once service delivery has taken place:

• Bespoke Engineering Services: Custom document template coding, bespoke firm SPA automation rules, or private cloud on-premise installation engagements once technical development work has been initiated;
• Consumed Volume Add-on Packs: Standalone supplementary page packs that have been more than 50% processed and converted into finalized conveyancing instruments.

8. Chargeback Mitigation & Dispute Policy

We take pride in transparent merchant operations and aim to resolve every billing question cordially. We kindly ask that subscribers contact our dedicated billing desk at billing@cecaiautomation.my before filing a payment dispute or chargeback with your issuing bank. In almost all cases, our team can review, rectify, and issue a direct refund significantly faster than the 60-to-90 day banking dispute adjudication window.

9. Refund Method, Currency & Bank Settlement Timelines

All approved refunds are executed directly through Stripe, Inc. to maintain an unbroken audit trail:

• Original Payment Method Only: In accordance with Anti-Money Laundering (AML) standards and international card network regulations, refunds can only be disbursed back to the original credit card, debit card, or FPX bank account used to make the purchase. We cannot issue cash or third-party bank transfers.
• Execution Timeline: We initiate the refund instruction in Stripe within twenty-four (24) business hours of approval.
• Card Issuer Settlement Window: Depending on your card issuing bank (e.g. Maybank, CIMB, Public Bank, RHB, Standard Chartered), funds typically appear on your card statement within five (5) to ten (10) business days.
• Currency of Settlement: All refunds are issued in the original billing currency: Malaysian Ringgit (MYR).

10. Official Corporate Contact Information

For any questions regarding cancellations, refund status, or invoice copies, contact our corporate billing desk: