Last updated: 7 October 2026
Orangesoft Sdn Bhd assesses cancellation and refund requests individually, taking into account the agreed project scope, work completed and costs incurred.
Requesting a cancellation or refund
Please submit formal cancellation or refund requests by email to sales@os.my.
We will acknowledge your request within three business days. This is an acknowledgement period, not a promise that the assessment will be completed within that time.
Business days are Monday to Friday, excluding public holidays observed by Orangesoft.
If you cancel before work begins
We will review the circumstances of your request and confirm whether a refund is available. Refunds are assessed individually rather than being automatically granted or refused.
If you cancel after work begins
Any agreed refund will normally be calculated from the payments received, less the value of completed work and agreed non-recoverable costs.
If these amounts exceed the payments already received, we will invoice you for the outstanding difference.
If we cannot complete the project
If Orangesoft cannot complete the agreed work for reasons not caused by you, we will assess the circumstances individually and discuss an appropriate resolution with you. This may include a refund or another mutually agreed arrangement.
When an approved refund is issued
Once a refund has been agreed, we will issue the refund payment within 14 calendar days of that agreement.
Project-specific arrangements
Where your accepted quotation or project agreement contains different cancellation or refund terms, those project-specific terms take priority. This policy continues to apply to matters not covered by that agreement.
Your legal rights
Nothing in this policy excludes rights or remedies that cannot lawfully be excluded.
