This Refund Policy governs all purchases made through Cibus, including software subscriptions, hardware equipment, and ancillary services provided to merchants in Malaysia.
Effective Date: 1 January 2025 | Last Updated: 21 May 2026 Contact SupportPro-rated refunds available within 14 days of billing for eligible plans. Annual plan cancellations subject to review.
Defective hardware replaced or refunded within 7 days of delivery. Returns must be unopened and in original condition.
Approved refunds are processed within 7–14 business days to the original payment method used at the time of purchase.
NSD Multi Resources Sdn. Bhd. (1192582-T), the registered owner and operator of the Cibus restaurant management platform ("Cibus", "we", "us", or "our"), is committed to delivering high-quality restaurant management software and services. This Refund Policy is drafted in accordance with the Consumer Protection Act 1999 (Act 599), the Contracts Act 1950 (Act 136), and the Financial Services Act 2013 (Act 758) of Malaysia.
By subscribing to or purchasing any Cibus product or service, you ("Merchant", "Customer", or "you") acknowledge and agree to the terms set out in this Refund Policy. We encourage you to read this document carefully before completing any purchase.
This policy applies to all products and services sold by Cibus to merchants operating in Malaysia, including but not limited to: Point of Sale (POS) software subscriptions, handheld POS devices, Kitchen Display Systems (KDS), self-service kiosks, payment processing services, and any associated add-on modules or professional services.
Cibus offers both monthly and annual subscription plans for its software platform. All subscription fees are billed in Malaysian Ringgit (MYR) and are subject to the prevailing rates published on our pricing page at the time of purchase.
| Plan Type | Billing Cycle | Refund Window | Refund Type |
|---|---|---|---|
| Monthly Subscription | Every 30 days | 14 days from billing date | Pro-rated for unused days |
| Annual Subscription | Every 12 months | 30 days from initial purchase | Pro-rated minus setup & onboarding fees |
| Add-on Modules | Monthly or Annual | 14 days from activation | Pro-rated for unused period |
| Professional Services | One-time | Prior to commencement only | Full refund if service not yet delivered |
Subscription fees are automatically renewed at the end of each billing cycle unless cancelled by the Merchant prior to the renewal date. Cibus will send a renewal reminder via email at least 7 days before any annual subscription renewal.
A refund request may be considered eligible if all of the following conditions are met:
Refunds are issued to the original payment method only. Cibus does not issue refunds in cash, by cheque, or to a different account or card than the one used at the time of purchase. If the original payment method is no longer valid, an account credit may be issued at Cibus's discretion.
The following are expressly non-refundable under this policy:
You may cancel your Cibus subscription at any time. Cancellation takes effect at the end of the current billing cycle. You will continue to have access to the platform until the end of the paid period.
Cancel any time before your next renewal date. No further charges will be made. Refunds are not issued for the current month unless a billing error has occurred.
If cancelled within 30 days of purchase, a pro-rated refund for unused months will be issued, minus any setup, onboarding, or hardware costs. No refunds are issued after 30 days of the initial purchase of an annual plan.
To cancel your subscription, send a cancellation request via email to hello-my@cibus.ai. Cancellation requests are accepted by email only. Requests submitted through any other channel — including phone, WhatsApp, or in person — will not be processed.
Cibus supplies restaurant technology hardware including POS terminals, handheld devices, Kitchen Display Systems (KDS), and self-service kiosks. The following conditions apply to hardware returns:
| Condition | Timeframe | Resolution |
|---|---|---|
| Dead on Arrival (DOA) / Factory Defect | Within 7 days of delivery | Full replacement or full refund |
| Manufacturer Warranty Defect | Within warranty period (1 year) | Repair or replacement at Cibus's discretion |
| Unopened, Change of Mind | Within 7 days of delivery | Full refund minus shipping costs |
| Opened, No Defect | Not eligible | No refund; contact support for trade-in options |
| Physical Damage by Customer | Not eligible | No refund; chargeable repair service available |
All hardware returns must be shipped to our designated service centre in Kuala Lumpur at the Merchant's cost, unless the return is due to a DOA or factory defect, in which case Cibus will arrange and bear the cost of return shipping within Peninsular Malaysia.
Cibus facilitates payment processing services for merchants through licensed payment gateway providers regulated under Bank Negara Malaysia (BNM). The following terms apply to payment-related disputes:
All payment processing activities are conducted in compliance with guidelines issued by Bank Negara Malaysia (BNM) under the Financial Services Act 2013 and applicable payment system regulations. Merchants who wish to escalate unresolved payment disputes may do so through BNM's Ombudsman for Financial Services (OFS) at www.ofs.org.my.
Follow these steps to submit a refund request:
Prepare your account email, invoice or order number, date of transaction, and a brief description of the reason for your refund request. For hardware returns, include photos of the product and packaging.
Send an email to hello-my@cibus.ai with the subject line "Refund Request – [Your Company Name]", or call our support line at +603 7984 2588 during business hours (Monday–Friday, 9:00 AM – 6:00 PM MYT).
Our support team will acknowledge your request within 2 business days and may request additional information or documentation to complete the assessment.
A decision will be communicated within 5 business days of receiving all required information. Approved refunds will be processed within 7–14 business days to the original payment method.
Nothing in this Refund Policy limits or excludes any rights or protections you have under Malaysian consumer protection laws, including:
If you believe your statutory rights have been breached, you may contact the Ministry of Domestic Trade and Cost of Living (KPDNHEP), the Tribunal for Consumer Claims Malaysia, or seek legal advice independently.
Cibus reserves the right to amend this Refund Policy at any time. Any material changes will be communicated to registered Merchants via email at least 14 days prior to the effective date of the change. Continued use of Cibus services after such notice constitutes acceptance of the revised policy.
The most current version of this policy is always available at cibus.app/my/en/refund-policy.html.
For all refund-related enquiries, please reach us through the following channels:
NSD Multi Resources Sdn. Bhd. (1192582-T)
Lot 1.39 First Floor Kompleks Wilayah,
No 2 Jalan Munshi Abdullah,
50100 Kuala Lumpur,
W.P. Kuala Lumpur.
