Refund policy
Last updated 11 August 2026
We would rather you leave than stay on a product that is not working for you. This page sets out plainly when we refund and when we do not.
Draft pending legal review. This document is a working draft written to describe how Nolira intends to operate. It has not yet been reviewed by a qualified lawyer in Malaysia and should not be relied on as a binding agreement until it has.
1. Monthly subscriptions
Monthly plans can be cancelled at any time and take effect at the end of the current billing period. You keep access until then. We do not automatically pro-rate a partial month, because the outlet has had the use of the service during it.
2. First 30 days
If you cancel within 30 days of your first paid invoice and have not completed data migration, we will refund that invoice in full. This is a deliberate safety net for businesses that discover during setup that Nolira is not the right fit.
3. Annual agreements
Annual plans are discounted in exchange for commitment and are generally not refundable mid-term. Where an outlet permanently closes, we will credit the unused portion for that outlet against your remaining subscription rather than refund it in cash.
4. Onboarding and migration fees
Onboarding and data migration are billed one-off and are refundable only where the work has not yet started. Once import, validation and reconciliation have begun, the effort has been spent and the fee is not recoverable.
5. Add-ons and message credits
- Monthly add-ons follow the same cycle as your subscription.
- Unused message credits remain on your account while the subscription is active and are not exchangeable for cash.
- Message credits already spent with a provider cannot be refunded.
6. Service failures
If Nolira suffers an outage or defect that materially prevented you from operating, tell us. We review these case by case and will issue a service credit or refund proportionate to the disruption. We would rather acknowledge a genuine failure than argue about a clause.
7. What is not refundable
- Periods where the service was available and your team chose not to use it.
- Charges arising from your own configuration, such as an incorrect commission rule.
- Third-party costs such as payment gateway or messaging provider fees.
- Accounts terminated for breach of the terms of service.
8. How to request a refund
Email hello@nolira.my from an address on the account, with the outlet name and the invoice concerned. We aim to respond within three working days and to complete approved refunds within 14 days, returned to the original payment method.
9. Your statutory rights
Nothing in this policy limits rights you have under Malaysian consumer or contract law.