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Delivery, Refund & Cancellation Policy

Last Updated: 1 December 2025 (Rev. 00)

1. Policy Overview

This policy outlines the delivery, refund, and cancellation practices of Keyway Digital Labs Sdn. Bhd. (“Keyway”, “we”, “our”, or “us”) in relation to our technology and digital services.

This policy applies to all clients engaging our services, including but not limited to:

  • Odoo ERP implementation and support
  • KeywayVision Detection systems
  • KeywayEHS (Environment, Health & Safety) applications
  • AIoT (Artificial Intelligence of Things) solutions

2. Delivery Policy

2.1 Digital Products & Services

Most of our services are delivered digitally, including:

  • System access credentials
  • Cloud-based platforms and applications
  • Software configuration and deployment
  • Digital reports and dashboards

Delivery timelines will be specified in the approved quotation, proposal, or project plan and are subject to timely client cooperation and approvals.


2.2 Hardware & Physical Components (If Applicable)

For solutions involving hardware such as AIoT devices, sensors, or cameras:

  • Delivery timelines depend on stock availability and logistics arrangements
  • Shipping and logistics charges, if any, will be stated in the quotation
  • Risk of loss or damage transfers to the client upon delivery
  • Clients are advised to inspect items upon receipt

3. Refund Policy

Due to the customised and project-based nature of our services:

  • Payments made are non-refundable once services have commenced
  • Refunds are not applicable once:
    • System access or licenses are issued
    • Software configuration or development has started
    • Hardware has been ordered or deployed
    • Technical issues will be addressed through support and rectification, not refunds

4. Cancellation Policy

  • All cancellations must be made in writing
  • If cancellation occurs before project commencement, Keyway may refund payments after deducting administrative or preparatory costs
  • No refunds will be provided for cancellations made after project commencement

5. Service Issues & Rectification

If system errors, defects, or service issues are identified:

  • Keyway will investigate and provide rectification within the agreed support scope or Service Level Agreement (SLA), where applicable
  • Refunds shall not be issued for issues that can be reasonably corrected

6. Third-Party Products & Services

  • Some solutions may involve third-party software, platforms, or hardware.
  • Such products and services are subject to third-party terms and policies, and Keyway shall not be responsible for third-party refund decisions.

7. Policy Updates

  • Keyway Digital Labs Sdn. Bhd. reserves the right to update or amend this policy at any time.
  • The latest version will be published on our website.

8. Contact Information

For enquiries regarding this policy, please contact:

Keyway Digital Labs Sdn. Bhd.

Email: [email protected]

Website: https://keyway.com.my