Cancellation, Refund, and Service Delivery Policy
A Serious AI Sdn Bhd
1. Introduction
This Cancellation, Refund, and Service Delivery Policy (“Policy”) outlines the terms governing cancellations, refunds, and delivery of the SuDu AI Manufac- turing Execution System (MES) and Enterprise Resource Planning (ERP) software services (“Services”), offered by A Serious AI Sdn Bhd through www.sudu.ai. The Services are provided as Software as a Service (SaaS) subscriptions in Lite, Basic, Standard, and Enterprise tiers, or as customizations tailored to specific customer requirements. This Policy forms part of our Terms and Conditions and applies to all users of the Services. By using the Services, you agree to this Policy.
2. Cancellation
You may cancel your access to the SuDu AI Services under the following conditions:
- Cancellation During Trial Period: A 7-day trial period is offered for SaaS subscriptions (typically Lite or Basic tier). You may cancel your trial at any time within these 7 days without charge by emailing hi@aserious.co. Can- cellation requests must be submitted before the trial ends to avoid charges for a subscription.
- Cancellation of SaaS Subscriptions: After the trial period, you may can- cel your SaaS subscription (Lite, Basic, Standard, or Enterprise tier) by pro- viding 30 days’ written notice to hi@aserious.co. No cancellations due to change of mind will be accepted after the trial period without the required
- Cancellation of Customizations: Customizations, including tailored con- figurations or bespoke implementations, are non-cancelable after the agree- ment is signed, due to the bespoke nature of the You may cease using the customized Services at your discretion, but no cancellations are permit- ted post-agreement.
- Cancellation Requests: All cancellation requests must be submitted via email to hi@aserious.co. We reserve the right to reject cancellation re- quests deemed unfit or unreasonable, such as those violating our Terms and Conditions.
3. Refund Policy
A Serious AI Sdn Bhd does not offer refunds for SaaS subscriptions or customiza- tions, including for partial or unused terms, regardless of circumstances, except where explicitly required by Malaysian consumer protection laws (e.g., non- delivery of Services). To evaluate the Services, please use the 7-day trial period
for SaaS subscriptions before purchasing. Any legally mandated refunds will be processed via the original payment method (bank transfer or credit/debit card) within 3–5 business days, subject to verification. Refund requests must be sub- mitted to hi@aserious.co.
4. Service Delivery
A Serious AI Sdn Bhd ensures timely and secure delivery of the SuDu AI Services, adhering to global ERP standards:
- Account Setup and Access:
- SaaS Subscriptions: Upon payment confirmation or trial activation, setup of the Services (including account provisioning, initial configu- ration, and basic training, if applicable) is completed within 1 month, assuming accurate account information and customer readiness (e.g., data availability, stakeholder coordination). You will receive access instructions and a confirmation email upon completion.
- Customizations: Delivery of tailored configurations or bespoke imple- mentations, including development, implementation, and comprehen- sive training, is completed within 3–6 months after agreement and payment confirmation, subject to project complexity and your readi- ness (e.g., compatible infrastructure, data accuracy, and availability for training).
- Accurate Information: You must provide accurate account, contact, and project information (e.g., email, company details, customization require- ments) during registration or A Serious AI Sdn Bhd is not liable for delays or non-delivery due to incorrect or incomplete information, in- cluding incompatible infrastructure or unavailable stakeholders for cus- tomizations.
- Changes to Account or Project Details: Requests to update account or project details (e.g., email, billing information, customization scope) must be submitted to hi@aserious.co within 24 hours of order or agreement con- Changes requested after this period may incur delays or addi- tional verification.
- Access and Delivery Confirmation: Upon successful delivery, you will receive a confirmation email with login details for SaaS subscriptions or deployment status for customizations. Delivery completion for customiza- tions will be confirmed via email or our support portal.
- Support for Delivery Issues: If you encounter issues accessing or deploy- ing the Services, submit a support request to hi@aserious.co. Issues will be addressed per our Support and Maintenance policy (e.g., Critical issues within 4 hours).
5. Contact Us
For questions, cancellation requests, or support related to this Policy, please con- tact:
- Email: hi@aserious.co
- Address: A Serious AI Sdn Bhd, 6-1, Jalan Radin Bagus 1, Sri Petaling, 57000 Kuala Lumpur, Malaysia
Last Updated: May 6, 2025
