Refund & Cancellation Policy

Last updated: 6 October 2026

This Refund & Cancellation Policy applies to payments made to MLV Empire ("MLV Empire", "we", "us") for software subscriptions, set-up, support and development services. It should be read together with our Terms & Conditions. Where a written quote or agreement with you sets out different cancellation or refund terms, those terms apply.

1. Payments covered by this policy

This policy covers amounts invoiced or collected by MLV Empire, which may include:

• software subscription fees;
• set-up, implementation, data-migration and training fees;
• deposits and milestone payments for websites, mobile apps and custom software;
• prepaid credit, such as an Aslio email balance, where we sell it to you.

If you subscribed directly inside a product (for example a self-serve AsliCRM plan), cancellation is done in that product's billing settings. For a refund request on such a plan, email us and we will help you resolve it.

2. Cancellations

• Subscriptions: you may cancel future renewals at any time. Your plan stays active until the end of the period you have paid for, and is not renewed after that.
• Development and implementation projects: you may cancel a project by telling us in writing. We will charge for work completed up to the date of cancellation and for costs we have already committed on your behalf (such as domain registrations or third-party licences). Any amount you have paid above that is refunded, unless your written quote says otherwise.

3. When you are eligible for a refund

We will refund amounts collected by MLV Empire in cases such as:

• a duplicate or accidental payment;
• an amount charged because of a technical or billing error;
• a paid service that was not delivered for reasons attributable to us;
• a cancellation that qualifies for a refund under Section 2.

4. Non-refundable amounts

• services that have already been provided or used, including prepaid credit already consumed;
• the elapsed portion of an active subscription period;
• work completed and accepted on a project;
• third-party charges that the provider does not refund (for example domain registrations, app store developer fees or paid licences bought for your project).

5. Refund method and timelines

Approved refunds are made in Malaysian ringgit (RM) to the original payment method, or to a Malaysian bank account in the paying business's name where the original method cannot receive it. Once approved, refunds are normally processed within 5–7 business days. How long the amount takes to reach your account depends on your bank or payment provider.

6. How to request a refund

Email hello@mlvempire.my with your business name, the invoice or transaction number and date, the amount, and a short reason. We aim to acknowledge requests within two business days and to resolve them within seven business days.

7. If you are not satisfied

If you are not satisfied with the outcome, reply to us at hello@mlvempire.my with "Complaint" in the subject line and a senior member of the team will review it. Nothing in this policy affects any right you have under Malaysian law, including any right to bring a claim to the Tribunal for Consumer Claims Malaysia where it has jurisdiction.