REFUND & DISPUTE POLICY (MALAYSIA)

Merchant of Record (MoR) Model

Operator (Legal Name): Platehaus Sdn. Bhd. (SSM: 202501045049)

Brand / Platform: platehaus.my

Registered Address:

CT-06-21 Subang Square Corporate Tower,
Jalan SS15/4G, SS15
47500 Subang Jaya
Selangor

Effective Date: 14 Dec 2025

Version: v1.6 • Last Updated: 14 Dec 2025

This Policy explains how refunds and disputes are handled on platehaus.my (the Platform). It is incorporated by reference into the Buyer Terms, the Dealer Sales Agreement, and the Private Owner Sales Agreement (collectively, the Seller Agreements). For clarity, the Platform Services are limited to marketplace facilitation, payment routing to Sellers, and dispute administration under this Policy; they do not create any separate fiduciary, custodial, or remittance relationship, and funds held pending settlement remain Platehaus operating balances processed solely via secure platform payment via DuitNow & RENTAS subject to the Seller Agreements and Malaysian law.

1. Key Definitions

PFI (Proforma Invoice) — the order summary shown at checkout (states Order Particulars).
Order Particulars — plate, price, and other details in the PFI at checkout.
Business Day (BD) — a day banks are open in Kuala Lumpur. Cut-off for BD calculations: 6:00pm MYT.
Completion Event (CE) — dual confirmation by Buyer and Seller recorded in the Platform that JPJ transfer/assignment is completed, supported by transfer documentation uploaded via the fulfilment flow. Platehaus may perform reasonableness checks; unless flagged or in dispute, Platehaus does not independently verify authenticity at CE.

2. Payment & Matching

2.1 Permitted rails (MYR-only)

DuitNow Transfer / DuitNow QR (≤ RM50,000)
RENTAS (≥ RM50,001)

2.3 Third-party payors

Payment must originate from the Buyer’s own account. If a third party pays, Platehaus reviews for 1–3 BDs then refunds to the source account with a credit note. No exceptions.

2.4 Matching specifics

Use the exact amount and the unique reference code provided. Missing/mismatched references may delay matching up to 1 BD.
RENTAS confirmations may reflect on the next BD due to bank cut-offs.

2.5 Bank charges

Buyer bears bank/transfer charges to send payment to Platehaus. In a dispute, the at-fault party bears bank/RENTAS recall charges and reasonable investigation costs.

3. Order Verification (Secure Platform Payment via DuitNow & RENTAS)

After payment, our fulfilment verification workflow begins (which includes Seller acceptance recorded on the Platform as required under the Seller Agreements §4.2A).
If there is no Seller acceptance within 48 hours of payment (as required under the Seller Agreements §4.2A), the Buyer may request a refund; Platehaus will initiate the refund per §8 (5-BD carve-out), subject to §7 (Risk/AML).
If there is no verification/acceptance and the Buyer requests a refund, Platehaus will initiate a refund to the original payment rail per §8.
This workflow does not create any fiduciary, custodial, or remittance arrangement; it remains a secure platform payment via DuitNow & RENTAS flow administered by Platehaus.

3A. Fulfilment & Delivery

The fulfilment process (scheduling, transfer/assignment, and Completion Event) is governed by the applicable Seller Agreement (Dealer Sales Agreement or Private Owner Sales Agreement) and the Buyer Terms. Key points:

(a) Party-Agreed Schedule: Buyer and Seller agree on fulfilment timing via Platform chat or WhatsApp. There is no default platform-imposed deadline; the parties determine what works for their circumstances.
(b) Schedule Flexibility: Schedules may be short-term (days) or extended (weeks/months) depending on circumstances (e.g., waiting for vehicle delivery, using a holding vehicle).
(c) Communication Duty: Both parties must respond to schedule-related messages within 3 calendar days. Non-responsiveness may result in escalation and fault attribution.
(d) Holding Vehicles: Transfer may be to the Buyer's primary vehicle or a holding vehicle; Completion Event (CE) is valid regardless of vehicle type.
(e) Fault-Based Resolution: Where an Order is cancelled or fails to reach CE, fault is attributed based on the circumstances (Seller-fault, Buyer-fault, mutual, or external factors). See the applicable Seller Agreement §6.5 and Buyer Terms §6 for details.

For full details on fulfilment obligations, timelines, and fault attribution, refer to:

Seller Agreements: Clause 6 (Fulfilment, CE & Timing)
Buyer Terms: Clause 6 (Buyer Responsibilities & Communications)

4. Complaints & Disputes

4.1 Complaint window

Buyer must lodge a complaint in-app within 1 day of the scheduled handover/transfer time. Late complaints may still be reviewed at Platehaus's discretion where reasonable. Note: After Completion Event (CE) is recorded and transfer is complete, refund rights are limited as set out in §5.9 and Buyer Terms §12.6. Buyer must verify plate details at JPJ office during transfer as required under Buyer Terms §6.9.

4.2 Evidence (Buyer)

For disputes, Buyer should provide relevant evidence: JPJ documents, media/screenshots, Platform chat excerpts, timeline/description, and any other helpful material.

4.3 Evidence (Seller)

Seller must provide transfer documentation and any records requested under the applicable Seller Agreement (Document Pack, CE proof, communications).

4.4 Channels

(a) Platform chat is the preferred channel for complaints and evidence submission.
(b) WhatsApp and other messengers are accepted for fulfilment-related communications.
(c) In the event of a dispute involving WhatsApp or messenger communications, both parties must agree that the submitted evidence is factual. If either party disputes the authenticity or accuracy of the evidence, Platehaus will escalate and investigate before making any determination.

5. Outcomes & Eligibility

5.1 Seller cannot proceed (no Buyer breach)

Full refund to Buyer less documented unrecoverable third-party costs actually incurred (e.g., JPJ payments already made, government levies, bank recall fees).

5.2 Buyer change of mind (Seller agrees to cancel)

No refund by default. If the Seller agrees to cancel, Platehaus may permit a discretionary refund less a penalty equal to 5% of the purchase price, minimum RM500, maximum RM5,000. This amount is a genuine pre-estimate of administrative, coordination and opportunity costs and does not apply where the Seller is in breach.

5.3 Buyer non-response / refusal

If Buyer fails to respond within 3 calendar days to proceed, or refuses to complete at handover without Seller breach, the order may be cancelled and refunded less the penalty in §5.2.

5.4 Late payment with changed particulars

Full refund to the original rail (see Buyer Terms §4.1).

5.5 Third-party payors

Refund to the source account after 1–3 BDs’ review (see §2.3). No exceptions.

5.6 No Seller verification/acceptance + Buyer requests refund

Refund initiated to the original rail per §8 (5-BD carve-out).

5.7 Under/over-payments

Underpayment → Platehaus will cancel the Order and issue a full refund to the original payment rail.
Overpayment → Platehaus will issue a credit note for the excess amount and refund the excess within 3 Business Days to the original payment rail.

5.8 Penalty allocation (Buyer-fault)

Where a refund is made less a Buyer-fault penalty under §5.2/§5.3, the penalty amount is paid to the Seller (net of any bank or investigation costs) via normal settlement or set-off, consistent with the Buyer Terms and the applicable Seller Agreement.

5.9 Transaction Finality After Transfer

All transactions are final once the number plate is transferred to the Buyer's name at the JPJ office and Completion Event (CE) is recorded in the Platform. There may be no refund after transfer unless there is provable fraud, intentional deceiving, or material breach by the Seller as set out in the Buyer Terms §12.6. Failure by Buyer to verify plate details at JPJ office during transfer as required under Buyer Terms §6.9 may result in no refund even if discrepancies are discovered after transfer.

6. Completion Event & Records

CE requires dual confirmation (Buyer + Seller) recorded in the Platform plus transfer documentation uploaded via the fulfilment flow (examples in Annex).
Platehaus does not independently verify unless flagged or a dispute is raised.
CE records are used to determine dispute timelines and outcomes.

7. Risk, Compliance & AML

Platehaus may pause, refuse, or refund payments where fraud, sanctions, policy breaches, third-party payors, or other risk indicators are suspected.
Investigations typically take up to 7–14 BDs.
Parties must provide additional documents/information on request.

8. Refund Timing (SLA) & Method

Refunds are initiated within 3–7 BDs after all of the following are satisfied:
(a) a refund ground is established and recorded;
(b) any bank recall/claim/hold is resolved;
(c) payor identity is validated to our reasonable satisfaction; and
(d) banking cut-offs/public holidays permit processing.
Carve-out — no Seller acceptance (§3): Platehaus will initiate the refund to Buyer within 5 BDs, subject to §7 (Risk/AML). This timing accounts for Platehaus's recovery of funds from the Supplier (who must refund within 2 BDs per the Seller Agreements §10.1) and processing time.
Where Supplier has accepted Order but fails CE: Platehaus will refund Buyer within 5 BDs after Platehaus has requested and received the refund from Supplier (who must refund within 2 BDs of Platehaus's request per the Seller Agreements §10.1). This timing accounts for the Supplier's 2-BD refund obligation plus Platehaus's processing time.
Status updates: We will provide refund status updates at T+2BD and T+5BD, and send a closure notice when funds are sent to the original rail.
Refunds are returned to the original payment rail.

9. Chargebacks & Bank Recalls

Card-network “chargebacks” do not apply to DuitNow/RENTAS.
Bank recalls/claims may pause processing and timelines until resolved.
Status updates: During a bank recall/claim, we will issue updates at T+2BD and T+5BD, and a closure notice on resolution.
Unwarranted recalls or abusive bank complaints may lead to account restrictions; the at-fault party bears recall fees and reasonable investigation costs.

10. Cooperation Duties

Buyer — respond through official channels and provide documents/attendance as scheduled. Rescheduling is a Buyer–Seller arrangement via Platform chat or WhatsApp; the Buyer bears any cost/consequences.
Seller — cooperate per the applicable Seller Agreement, including timely documents, CE proof, refunds/credit notes where applicable, and audit cooperation.

11. Relationship to Other Terms

If there is a conflict: Buyer Terms govern the Buyer relationship; Seller/Supplier Agreement governs the Seller relationship; this Policy operationalises refunds and disputes and is read consistently with both. See the Terms of Use for the stack-wide order of precedence.
Nothing limits a Buyer’s statutory rights, including the right to bring a claim before the Tribunal for Consumer Claims (TCC) where applicable.

12. Law & Forum

Dispute Path. Before any proceedings, the parties will participate in Internal Review (14 days) through Platehaus internal audit & review, followed by non-binding internal mediation (within 30 days).
Forum & Law. If unresolved, this Policy is governed by the laws of Malaysia and disputes are subject to the exclusive jurisdiction of the courts of Kuala Lumpur/Selangor, without prejudice to access to TCC where applicable. Either party may seek interim or injunctive relief at any time. Arbitration does not apply unless expressly agreed in writing after a dispute arises.
Official Channels. In-app messaging and email to the addresses on record are the preferred channels. WhatsApp and other messengers are accepted for scheduling and fulfilment communications subject to §4.4.

Annex — Examples of Completion Evidence (non-exhaustive) + Red Flags

A. Examples of Completion Evidence

JPJ transfer/assignment receipt or official confirmation
Ownership/VOC update evidence
MyJPJ/MySIKAP assignment confirmation/screenshot
Any other documents reasonably requested if a dispute/risk flag arises

B. Operational Red Flags (may trigger AML/risk review or extended timelines)

Payer name not matching Buyer name; multiple unrelated accounts paying/topping-up
Altered/blurred screenshots; metadata anomalies; inconsistent timestamps
Repeated reschedules without clear cause; missed handovers; uncooperative conduct
JPJ blocks/encumbrances, liens, or prior reported disputes on the plate
Requests to complete off-platform or bypass pricing/fees
Inconsistent identification documents or refusal to provide requested KYC/KYB
Attempts to split payments to disguise source or exceed rail limits

[END OF AGREEMENT]