This policy explains how cancellations work for orders placed with Shiok POS, including hardware, software access through account activation, and services such as installation or training. Please read this together with our Refund Policy and Shipping Policy.
1. Payment Methods
We do not run an online checkout. To place an order, simply let us know your preferred payment method via WhatsApp, email, or our Contact Us page, and we will send you a secure payment link or our bank account details accordingly. Accepted payment methods include debit/credit card, SPayLater, online banking/FPX, and bank transfer.
- Payment link orders. Orders paid via a payment link (card, SPayLater, online banking) are processed once payment is confirmed.
- Bank transfer orders. Please send your proof of payment to contact@shiokpos.com, +60 14 3212 880, or as instructed. Orders are processed after funds are received in our account.
- Refunds. Approved refunds are returned to the original payment method where possible, or to your bank account for bank transfer payments. We may request reasonable information to verify your account details.
2. Cancelling a Hardware Order Before Dispatch
You may request to cancel a hardware order before dispatch.
- If the order has not yet been packed or handed to the courier, we will cancel it and issue a full refund to your original payment method.
- If the order is already packed or labelled, cancellation may not be possible. In that case, you can refuse delivery or follow our Refund Policy once delivered.
3. After Dispatch or After Delivery
Once an order has been dispatched, it cannot be cancelled. You may return eligible items under our Refund Policy. Refunds will exclude any unrecoverable shipping or return costs where applicable and as stated in that policy.
4. Account Activation and Subscriptions
- New software access. Purchases that include software access are cancellable before account activation. Once we activate your account or assign access to your organisation, the purchase is considered delivered and is not cancellable.
- Subscriptions. You can cancel at any time, effective at the end of the current billing cycle unless stated otherwise in your plan. Fees already paid for the current cycle are non-refundable, unless required by law or expressly stated in your plan.
- If your subscription includes promotional hardware pricing tied to a minimum term, early cancellation may require repayment of the discount or the remaining term as specified in your plan.
5. Services, Installation, and Training Bookings
- You may cancel or reschedule a booking at least 2 business days before the confirmed slot with no fee.
- Cancellations within 2 business days or no-shows may incur a reasonable call-out or late cancellation fee to cover committed engineer time and travel costs, where applicable and disclosed at the time of booking.
6. Change Requests and Order Edits
- Address changes, item swaps, or quantity edits are treated as cancellations and reorders if the original order cannot be modified.
- We can only make changes before dispatch. After dispatch, please follow the Returns process in our Refund Policy.
7. Payment Issues, Declines, and Chargebacks
- If a payment is declined or a chargeback is opened, we may pause fulfilment and contact you to resolve the matter.
- Where a chargeback is resolved in our favour, we may re-attempt collection or invoice you for any unrecoverable shipping and handling already incurred.
8. Refund Method and Timing
Approved refunds are issued to the original payment method within 10 business days after cancellation approval or after we receive and inspect any returned items, as applicable. Processing times vary by bank or payment provider. For bank transfer refunds, funds will be sent to the originating account once details are verified.
9. Non-Cancellable Items
The following are not cancellable once confirmed, except where required by law or where we are at fault:
- Customised, personalised, or made-to-order items.
- Activated accounts or software access already granted.
- Services already performed in whole or in substantial part.
10. Our Right to Cancel
We may cancel an order and refund you in full if:
- the product is unavailable or discontinued;
- we identify a pricing or product description error;
- fraud, unauthorised activity, or regulatory restrictions are suspected;
- you do not complete payment within a reasonable timeframe.
11. How to Request a Cancellation
Email contact@shiokpos.com or support@shiokpos.com with:
- your order number;
- the item or service you wish to cancel;
- your reason for cancellation.
If the order is eligible, we will confirm the cancellation or advise on the next steps.
12. Your Rights Under Malaysian Law
Nothing in this policy limits your statutory rights under Malaysian law, including the Consumer Protection Act 1999. If goods are defective, not of acceptable quality, or not as described, you may be entitled to a repair, replacement, or refund as set out in law and in our Refund Policy.
13. Changes to This Policy
We may update this policy from time to time to reflect changes in our services or applicable law. The updated version will be posted on this page with a revised "Last updated" date.
