Overview

Our refund and return policy applies to 30 calendar days from the date of service delivery or project completion. If 30 days have passed since your service was finalized, we cannot offer a full refund or service adjustment.
This policy covers all MOLYO LLC IT consulting services (e.g., website building, app development, cloud deployment, technical support)—adjusted to align with service-based deliverables (no physical “items” for most offerings).

Eligibility for Refunds/Service Adjustments

To qualify for a refund or service revision, your engagement must meet one of the following criteria:
  • The delivered service fails to match the agreed-upon technical specifications, performance benchmarks, or business requirements (verified by MOLYO’s technical team).
  • The service has critical, unresolved technical defects that impede core functionality (and cannot be fixed within 7 business days of notification).
  • The project was delivered more than 10 business days past the confirmed deadline (due to MOLYO’s delays, not client-provided material gaps).
Services are not eligible for refunds if:
  • The deliverable meets all agreed requirements (e.g., functional website, tested API backend).
  • The client cancels an ongoing project after 50% of the workload is completed (non-technical reasons).
  • The service is a one-time consultation, customized report, or “final sale” discounted service package.

Required Documentation for Refund Requests

To initiate a refund, you must provide:
  • Your MOLYO service order number.
  • A detailed description of the issue (e.g., technical defect, unmet requirement).
  • Supporting evidence (e.g., test results, project requirement documents, screenshot of service gaps).

Partial Refunds

Partial refunds (20–80% of the service fee) are granted in these cases:
  • The service meets 50–90% of agreed requirements (refund ratio tied to completion quality).
  • Minor technical defects are resolved within 7 business days (partial refund for service disruption).
  • The client cancels a project after 20–50% of the workload is completed (deduction for work performed).

Refund Process

  1. Submit a formal refund request to help@molyo.my with the required documentation (see above).
  2. Our team will review your request within 2 business days and notify you of approval/rejection via email.
  3. Approved refunds are processed within 3–5 business days, credited back to your original payment method.

Late or Missing Refunds

If you haven’t received your refund within 7 business days of approval:
  1. Verify your bank/credit card statement (processing times vary by provider).
  2. Contact your payment institution to check for pending transactions.
  3. If unresolved, email help@molyo.my with your order number and refund reference ID.

Promotional/Sale Services

Discounted or “final sale” service packages (e.g., seasonal consulting bundles) are non-refundable—this is clearly marked at checkout.

Service Adjustments (Instead of “Exchanges”)

If your service has a verifiable defect, we will re-deliver the corrected service (e.g., fix a website bug, reconfigure cloud architecture) at no additional cost. To request this:
  1. Email help@molyo.my with your order number and defect details.
  2. Our team will confirm a revised delivery timeline within 1 business day.

Gifted Services (e.g., Service Vouchers)

  • If the service was purchased as a gift and delivered to you: A service credit (voucher) for the refund value will be issued once eligibility is confirmed.
  • If the gift giver shipped the service (voucher) to themselves: The refund will be sent to the gift giver’s payment method.

Return of Physical Deliverables (If Applicable)

For services with physical components (e.g., custom hardware, branded documentation):
  1. Ship the item to our return address (marked below) with your order number clearly labeled.
  2. You are responsible for return shipping costs (unless the item is defective). Shipping costs are non-refundable and deducted from your refund if applicable.
  3. We recommend trackable shipping—MOLYO is not liable for lost/damaged return packages.

Official Return Address

MOLYO LLCAttn: Service Returns1220 KENT ST, AUGUSTA, GA 30901-3428, USA

Need Help?

For refund/return inquiries, contact our support team at:
  • Email: help@molyo.my
  • Response time: 24 business hours (weekdays)