Refund Policy

We want you to be completely satisfied with Maleo Sites. If the service is not the right fit for your business, we offer a straightforward refund policy outlined below.

This Refund Policy is provided by Bima Saputra, an individual sole proprietor trading as Maleo Labs and applies to all purchases made through Maleo Sites.

1. 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee on initial subscription purchases:

• First-time subscription purchases: If you purchase a paid subscription (monthly or annual) and decide within 14 calendar days of the initial transaction that Maleo Sites is not right for you, we will issue a full refund of the amount paid for that subscription.
• No complex hoops: You do not need to prove technical failure or undergo an arduous process. A simple written request within the 14-day window is sufficient.

2. Eligibility and Exceptions

Refunds under the 14-day guarantee are subject to the following fair-use conditions:

• One guarantee per customer: The money-back guarantee applies only to your first subscription purchase. It does not apply to subsequent subscriptions, re-activations, or accounts created by the same person or business after previously receiving a refund.
• Policy violations: No refund will be granted if your account or website has been suspended or terminated due to a breach of our Acceptable Use Policy (e.g., publishing illegal content, phishing, malware, or prohibited gambling activities).
• After 14 days: Subscription fees paid beyond the initial 14-day window are non-refundable. We do not provide prorated refunds for partial months or unused periods within an active billing cycle.

3. Subscription Renewals and Cancellations

Subscriptions automatically renew at the end of each billing cycle (monthly or yearly) unless cancelled before the renewal date.

• Cancellation: You can cancel your subscription at any time directly through your account settings or by contacting us. Cancellation stops future automatic renewals.
• Access after cancellation: When you cancel, you will retain access to the paid features of your plan until the end of your current paid billing period.
• Recurring renewal payments: Automatic renewal payments are generally non-refundable. If you forgot to cancel and were billed for a renewal, contact us within 48 hours of the renewal charge; we may, at our reasonable discretion, issue a refund provided no significant usage has occurred since renewal.

4. Setup Service and One-Time Add-Ons

For one-time services such as our bespoke Setup Service (Jasa Setup):

• Before work begins: If you cancel your Setup Service order before our team has begun designing and configuring your site, you are eligible for a 100% refund.
• After work has commenced: Once our team has started work or delivered an initial draft, the setup fee is non-refundable, as it covers custom manual design and configuration labor.

5. How to Request a Refund

To request a refund, please send an email to:

billing@maleosites.com

Please include the following details in your email to expedite the process:

1. Your account email address.
2. The transaction or invoice ID (received in your payment confirmation email).
3. The date of purchase and payment method used.
4. (Optional) A brief note on why the service did not meet your expectations — this helps us improve.

We review and process eligible refund requests within 3 to 5 business days of receipt.

6. Payment Method and Processing Times

Refunds are issued back to the original payment method used at the time of purchase:

• Indonesian Rupiah (IDR) payments via Mayar: Bank transfers (Virtual Accounts), QRIS, or e-wallet refunds are processed via bank transfer or reversal, typically taking 2 to 7 business days depending on the originating bank or provider.
• International payments via Dodo Payments: Credit/debit card refunds are processed by our Merchant of Record (Dodo Payments) and usually appear on your statement within 5 to 10 business days, depending on your card issuer.

7. What Happens to Your Website After a Refund

When a full refund is issued on a subscription:

• Your account will be reverted to the Free plan tier at the time the refund is processed.
• If your website relied on Pro/Business features (such as custom domain connection or removal of branding), those features will be deactivated. Custom domains will be unlinked, and your site will revert to its default subdomain.
• Your site content, layout, and images will remain intact in your account unless you choose to delete them or close your account entirely.

8. Chargebacks and Payment Disputes

We encourage you to contact us directly at billing@maleosites.com if you encounter any billing issue or discrepancy. Initiating an unauthorized chargeback or payment dispute with your bank before reaching out to us may result in immediate suspension of your account pending investigation.

9. Changes to This Policy

We may update this Refund Policy periodically. Changes will not apply retroactively to purchases made prior to the update date. Continued use of our services following any modification constitutes acceptance of the revised policy.