Refund Policy

1. Free demo

The free demo needs no card or bank details and costs nothing, so there is nothing to refund. If you buy a paid plan during your demo, your paid period starts when your payment is confirmed.

2. How paying and renewing works

Each paid plan has a monthly or yearly price in Ringgit Malaysia, as shown on our Pricing page, unless we have agreed a custom quote with you in writing. Your bill shows the full amount including any tax before you pay. You pay each bill yourself, online through our payment provider Billplz or by another method we agree in writing, such as bank transfer. We do not store your card or bank details, and we never charge you automatically.

Renewal bills. About 7 days before a monthly period ends, or about 1 month before a yearly one, we email your next bill to the billing contact email in your Business profile, or to the account holder if none is set. You can pay it any time before your period ends, with the Pay now link in that email or from "Bills to pay" on your Billing page. Paying early does not shorten your current period: your next period starts when the current one ends. Choosing your current plan and billing period again at checkout while your plan is still paid up does the same thing: it pays your next bill early.

Late payment. If the bill is not paid by the end of your period, your plan becomes past due and a grace period starts. It lasts 7 days, unless your plan or our agreement with you says otherwise. During it, your screens keep playing, you cannot add new media, shops, screens, playlists or schedules, and we email reminders about 2, 4 and 6 days after your period ends.

Pausing. If the bill is still unpaid when the grace period ends, your account is paused (suspended). Your screens show a "Service paused" message and your content is kept. You can pay at any time while your plan is past due or paused, and the Service restarts once your payment is confirmed. If you pay after your period has ended, your new period starts on the day your payment is confirmed, and you are not charged for the days in between. If an account stays paused for 12 months, we may permanently delete it, after emailing you at least 30 days before, with the exact date. Paying or upgrading before then cancels it, and if the account is paused again the 12 months start over.

Stopping. To stop using OutDeck, you do not need to cancel anything. Do not pay your next bill, and your plan runs to the end of the period you have paid for. On a self-serve plan, an unpaid renewal bill is not a debt you owe us. Bills under a written quote, offline order or purchase order are due by the date on the invoice.

Deleting your workspace. Only the account holder can delete the workspace, from Business profile in the dashboard. You can delete your workspace once no paid plan is running. If your plan is still paid up, you can delete it after the paid period ends. To stop your plan, do not pay the next bill. When the account holder asks us to delete the workspace, we cancel its unpaid bills and their pay links stop working. "Deleting your account" in our Privacy Policy and "Deleting your account and your data" in our Terms of Use explain how deletion works, how to cancel it and what we keep.

Price changes. If the price of your plan goes up, we email you at least 14 days before the new price applies to your next bill. If you do not want to pay the new price, let your plan end by not paying that bill.

3. What we do not refund

Apart from the cases in sections 5 and 6, payments are not refundable. In particular, we do not refund:

• any part of a period you have paid for, including time you did not use;
• shops, screens or storage that your plan includes but you did not use;
• upgrade top-ups (see section 4);
• a renewal bill you pay early. This is not a double payment: it pays for your next period, which starts when your current one ends;
• any paid time left when you delete your workspace (you can usually delete it only once your paid period has ended, see section 2);
• the rest of a period if you stop using OutDeck or decide not to renew;
• the rest of a period if we pause or close your account because you broke our Terms (see "Suspension and termination" in our Terms of Use);
• problems caused by your own TVs, boxes, internet connection or power.

4. Changing your plan

Upgrading. If you move to a bigger plan part way through a period, you pay the difference for the days left in it and for any later period you have already paid, and your renewal date stays the same. Once that top-up is paid, any renewal bill we had already sent for your old plan is cancelled, and your next bill is for the bigger plan. The top-up is not refundable, even if you move back to a smaller plan later.

Downgrading, or switching between monthly and yearly. The change starts at your next period, and your next bill is for the new plan. If we had already sent that bill, we replace it and email you the new one. We do not refund or credit the difference for the period you are in. You can only move to a smaller plan if your shops, screens and media fit within it.

5. When we refund

Mistakes in a bill

We refund you if:

• you paid twice for the same thing, for example the same bill online and again by bank transfer, or an old bill after a newer one had replaced it. When a bill is paid, we cancel your other unpaid renewal and upgrade bills, but a payment that is already on its way can still go through. We refund the extra payment. If it has already added time to your plan, you can keep that time instead, or we refund the days of it you have not used;
• you paid too much, for example because of the wrong price or plan, or because a discount you were given was not applied. We refund the difference;
• you paid a bill you did not owe, for example a bill paid after you asked us to delete your workspace, or after your account was closed. When you ask us to delete your workspace, we cancel your unpaid bills and their pay links stop working, so this should only happen with a bank transfer or a payment that was already on its way. A payment like this does not restart your workspace or stop the deletion. If you then cancel the deletion, the payment counts towards your plan instead.

There is no deadline to tell us about a billing mistake. Please tell us as soon as you notice, because older payments take longer to check.

If we stop the Service or end your plan

We refund the unused part of the time you have paid for if:

• we stop offering OutDeck;
• we close your account for any reason other than your breach of our Terms, for example because the law requires us to; or
• we change the Service or our Terms of Use in a way that takes away a main feature of your paid plan, and you ask us to end your plan because of it.

We work out the refund by days. For each payment that covers time after your plan ends, we refund the share for the days left. If you have paid for a period that has not started yet, for example by paying a renewal bill early, we refund that payment in full.

For example, if you paid RM1,200 for a yearly plan and 73 days are left when your plan ends, we refund RM240 (73 out of 365 days).

Problems on our side

Tell us if the Service does not work for a long time because of a problem on our side, and not because of your own equipment, internet or power. This includes an account that we paused by mistake while your plan was paid. We will look fairly at what happened, and we may add free days to your plan or refund part of what you paid for that period. We do not promise any particular level of uptime. Our Service Level Agreement applies only to Enterprise customers whose signed order form names it.

6. Your rights under Malaysian law

Nothing in this policy takes away rights you have under Malaysian law that cannot be excluded, including rights under the Consumer Protection Act 1999 where that Act applies to you. Where the law gives you a right to a refund, we honour it, even if this policy does not mention it.

7. How to ask for a refund

Business Admins (including the account holder) can ask for a refund. Email billing@outdeck.app from the email address you use to sign in to OutDeck, and include:

• your business name as it appears on your account;
• the invoice, receipt or bill number, or the date and amount you paid;
• what went wrong, and how much you think should be refunded;
• if you paid by bank transfer, cheque or cash, a copy of the payment slip or the line from your bank statement.

If your workspace has already been deleted, email us from the address that was on the account. We will check who you are before we pay.

Please do not put bank account details in your first email. If we approve your refund, we will ask for them. Before we pay, we may also ask you to confirm who you are or who controls the business.

8. How we pay refunds

• We reply within 5 business days (Monday to Friday, not counting public holidays) of getting your email. We either give you our decision or ask for anything else we need.
• We pay approved refunds within 14 days of approving them, or within 14 days of getting your bank details if that is later.
• We pay every refund by bank transfer, in Ringgit Malaysia, however you paid. It goes to a Malaysian bank account in the name of the person or business that made the payment, and we may ask for proof of that.
• The refund is based on the amount you actually paid, including any tax and after any discount. We do not take any fees off it.
• We email you when the refund has been sent. Your bank may take a few business days to show it.

9. Payment disputes and chargebacks

If you think a payment is wrong, please email us before you ask your bank or card issuer to reverse it. This is usually the quickest way to fix it. If you do raise a dispute or chargeback, we may pause your account while it is open. If it is settled in your favour, we will not refund the same amount again. If it is settled in our favour, or you withdraw it, we lift the pause.

10. Changes to this policy

We may update this policy. The date at the top shows when it last changed, and you can ask us for earlier versions. For a change that matters, we email the account holder at least 30 days before it takes effect. A change that makes refunds harder to get does not apply to payments made before it takes effect.

11. Contact us

• Bills and refunds: billing@outdeck.app
• Deleting your account: see "Deleting your account" in our Privacy Policy
• Anything else: hello@outdeck.app

Outsens Enterprise (SSM registration no. 201803300087 (002875865-P)), Malaysia