Refund & Billing Policy

1. Who we are (mandatory seller disclosure)

Under the Consumer Protection (Electronic Trade Transaction) Regulations 2024 (CPETTR 2024), we are required to disclose who you are buying from. This is who we are:

In this policy, "Taokeh", "we" and "us" mean Enya Venture operating the Taokeh service. "You" / "the Customer" means the subscriber. "The Service" is the Taokeh cloud accounting and ERP software.

A separate "Taokeh Sdn Bhd" company is a future plan and does not exist yet. The contracting entity today is Enya Venture.

What you are buying: Taokeh is a cloud accounting and ERP platform for Malaysian SMEs — double-entry general ledger, invoicing and quotes, inventory, banking and reconciliation, payroll with Malaysian statutory calculations (EPF/SOCSO/EIS/PCB/HRDF/Zakat), MyInvois e-invoicing, SST returns, marketplace channels (Shopee, TikTok Shop), a hosted storefront, fixed assets, multi-currency, and optional AI helper features. You can choose the base plan plus only the add-ons you need.

Bahasa Malaysia. CPETTR 2024 requires these disclosures and the transaction terms to be available in Bahasa Malaysia as well as English. These disclosures and transaction terms are available in both languages.

2. Prices and currency

• All prices are shown and charged in Malaysian Ringgit (RM / MYR).
• Our pricing follows a prepaid term model: cheapest base plus à-la-carte add-ons — you don't pay for what you don't use.
• Indicative pricing: an annual base of approximately RM450/year, plus optional add-ons (document scanning, payroll seats, Shopee/TikTok/storefront channels, SST, multi-currency). The live price for your selected plan and add-ons is shown at checkout before you pay.
• The price shown at checkout is the full price you pay, inclusive of any applicable taxes (see Section 3), in line with CPETTR 2024's "price including all taxes" requirement.

3. Service Tax (SST)

• Taokeh is a Malaysian-resident (domestic) provider. The foreign digital-services rules (the SToDS regime for non-resident providers such as overseas streaming/software vendors) do not apply to us.
• Domestic service tax registration for IT / digital services (Service Tax, Group G) is only mandatory once taxable turnover exceeds RM500,000 in any 12-month period. Below that threshold, we are not required to register or charge service tax, and no SST is added to your price.
• Taokeh is not currently SST-registered, so no service tax is added to your subscription. If our taxable turnover later exceeds RM500,000 in a 12-month period we will register and add service tax (currently 8% for digital services), shown separately on your invoice.
• If and when we become SST-registered, service tax will apply to the subscription at the prevailing rate — currently 8% for IT/digital services. When that happens:
  • the SST will be clearly itemised (it will not be silently added on top without disclosure); and
  • every invoice will show the invoice date, our SST registration number, a description of the service, the total amount payable, the service-tax rate, and the total service tax chargeable, as required by SST law.
• Service-tax returns, once we are registered, are filed bi-monthly (every two months).

4. How you pay — HitPay

• Payments are processed by HitPay, our payment gateway, which supports MYR via FPX (online banking), DuitNow, and cards.
• We do not store your card. HitPay handles all card and online-payment data (FPX, DuitNow, cards); we only store your subscription and billing status.
• Your payment confirms your prepaid term and starts (or renews) your access for that term.

5. Prepaid terms, renewal and how to stop renewing

5.1 Prepaid term

You pay in advance for a fixed term (e.g. one year). Your workspace is active for the full term you have paid for, right up to its expiry date.

5.2 Renewal

If you pay by card or a supported e-wallet (Touch’n Go, GrabPay, ShopeePay) you can turn on auto-renew, and we charge that payment method automatically at the end of each term at the then-current price (see Section 8) until you cancel. Cancelling auto-renew stops future charges and you keep access to the end of the current paid term — we do not refund it. FPX and DuitNow QR cannot be auto-charged, so we email you a renewal reminder before your term ends and you renew by paying for another term. If you do not renew, your workspace becomes read-only (your data is kept and remains exportable).

5.3 How to stop renewing

Because renewal is manual, you simply do not pay for another term — there is no recurring charge to cancel. If you would like to confirm your intentions or close your account, you can email admin@taokeh.my with your account email.

• Not renewing stops future access charges and nothing more.
• It does not end your current paid term. Your workspace stays fully usable until the end of the term you have already paid for (your expiry date) — you keep what you paid for until it ends. Nothing is forfeited.
• Choosing not to renew is not the same as a refund request. The prepaid term is non-refundable; see Section 7.

We will remind you before your term expires so you can renew in time if you wish.

6. What happens if you don't renew or your payment fails (lapse)

We do not hold your data hostage. When a term lapses (it reaches its expiry date and is not renewed, or a renewal payment fails):

1. Read-only (grace). Your workspace becomes read-only. Your data is retained and remains exportable — you can sign in, view, and download your records; you just can't create new transactions until you renew.
2. Export window. For at least 30 days after a term lapses or the account closes, your workspace stays read-only and your data remains exportable (GL, invoices, contacts, payroll, inventory, etc.).
3. Deletion. Only after that 30-day window, and after a reminder to your account email, may your data be scheduled for deletion. We will give you clear notice before any deletion. This aligns with our Privacy Policy / DPA retention schedule and statutory record-keeping (see Section 9).

Renewing at any point during the read-only window restores full access to your existing data.

7. Cancellation and refunds

We want this policy to be fair and clear, not a trap. Our model is the standard run-to-expiry subscription: when you cancel, you keep full use of the Service until the term you have already paid for ends. You are never cut off early and you always receive the entire term you paid for.

7.1 Cancellation runs your term to expiry

• Cancelling your subscription means choosing not to renew (see Section 5.3). Because renewal is manual, there is no recurring charge to stop.
• Your workspace stays fully usable until your expiry date — the entire term you paid for is delivered. You keep what you paid for until it ends.
• At expiry, your workspace moves to the read-only state with a data-export window described in Section 6, after which data is handled per our retention schedule.

7.2 The prepaid term is non-refundable

• Because you keep full access through the expiry of the term you paid for, the prepaid term is non-refundable. There is no pro-rata cash refund for cancelling early — instead of refunding unused time, we leave your access switched on so you receive the full term you bought.
• In short: you keep what you paid for until it ends, rather than getting part of your money back and losing access.

7.3 No refund for cause-based suspension/termination

If we suspend or terminate your account because you breached the Terms or Acceptable Use Policy (e.g. unlawful use, fraud, non-payment, abuse), no refund is due for the remaining term.

7.4 How to cancel and where to ask

• Simply let your term run to expiry without renewing, or email admin@taokeh.my with your account email if you wish to close your account sooner.
• Any overpayment genuinely due to you (for example, a duplicate or mistaken charge) will be paid within 14 days, to the original payment method via HitPay where possible.

7.5 Your data on cancellation

Regardless of cancellation, you keep the right to export your data (see Section 6). We will not delete it without notice.

8. Add-on changes and proration

Because pricing is à-la-carte, you can change what you use:

• Adding an add-on mid-term (e.g. a payroll seat, a marketplace channel, multi-currency): we charge a pro-rated amount for the remainder of your current term, and the add-on renews with your base subscription thereafter.
• Removing an add-on mid-term: the change takes effect from your next renewal; you keep the add-on for the rest of the current paid term, and mid-term removals are not separately refunded.
• Per-seat add-ons (e.g. payroll seats) follow the same add/remove logic per seat.

9. Invoices and receipts

• For every payment (new term, renewal, or add-on), we issue a billing document / receipt to your account email and make it available in your workspace billing area.
• The document shows the date, the item(s) purchased, the amount in RM, and the payment method.
• Once we are SST-registered, the document will additionally show our SST registration number, the service-tax rate, and the SST amount (see Section 3).
• We keep seller and e-commerce transaction records (identity, contact, registration, transaction history) for at least 3 years, in line with CPETTR 2024 record-keeping. Accounting and tax records are kept for 7 years, as required by the Income Tax Act 1967. This 7-year retention is Taokeh's own retention, for our own tax and accounting compliance and to defend legal claims; we do not keep these records on your behalf, and it does not relieve you of your own duty to keep your own copies of your records (see Terms §8.4).

10. Price changes

• We may change our prices or the price of add-ons. Any change applies to future terms, not to a term you have already paid for.
• For a price increase that would apply at your next renewal, we will give you advance notice — at least 30 days before the renewal date — to your account email.
• If you don't accept the new price, you can simply not renew before the renewal date (Section 5.3) and your subscription will lapse. Renewing at the new price means you accept it.

11. Where your data is hosted

For transparency: the Service runs on Render (Singapore region) with the database on Supabase / Postgres (AWS ap-southeast-1, Singapore). This means your personal data is stored and processed in Singapore — a cross-border transfer outside Malaysia. This is disclosed and addressed in our Privacy Policy and Data Processing Agreement, which you should read alongside this policy.

12. Related documents

This Refund, Billing & Subscription Policy works together with our Terms of Service, Privacy Policy / PDPA Notice, Acceptable Use Policy, and Data Processing Agreement. Where this policy conflicts with the Terms of Service on billing matters, this policy governs the billing point in question.

13. Governing law

This policy is governed by the laws of Malaysia, and disputes are subject to the courts of Kuala Lumpur. It is intended to comply with the Consumer Protection Act 1999, the Consumer Protection (Electronic Trade Transaction) Regulations 2024, the Electronic Commerce Act 2006 (which gives legal effect to your click-to-accept of these terms), and Malaysian service-tax law.

14. Contact

Questions about billing, renewals or refunds:
Email: admin@taokeh.my · Tel: +60 16-773 9678 · Web: https://taokeh.my