Refund and Cancellation Policy

Effective date: 01.10.2026 · Version 1.0

1. Scope

This policy applies to subscriptions and services bought from GHGReporting Sdn. Bhd. (Registration No. 20261010355) by client and operator organisations. Your signed Order Form and agreement set out your plan, price and term; where they differ from this policy, the signed documents prevail.

2. How billing works

• Subscriptions are billed monthly in advance on the 1st of each month, or yearly in advance if your Order Form says so.
• Your first invoice covers the days from your start date to the end of that month, plus any one time onboarding fee.
• Every invoice is issued with an electronic invoice submitted to the Inland Revenue Board of Malaysia.
• Payment is due within the terms shown on the invoice. You can pay by direct debit, online banking, DuitNow, card or bank transfer. Card and bank details are handled by our payment provider and are not stored by us.

3. Cancelling your subscription

• Your organisation's administrator may cancel by giving us 30 days' written notice to finance@ghgreporting.ai.
• If your Order Form has a fixed term, cancelling before the term ends is governed by your agreement.
• Cancellation takes effect at the end of the billing month in which the notice period ends. You keep full access until then.
• After cancellation takes effect, you have 90 days to download your data and reports. After that, your account is archived as your agreement provides.
• Certificates issued before cancellation remain checkable at ghgreporting.ai/verify.

4. Refunds

Situation	What we do
You were charged twice or charged the wrong amount	Full refund of the excess, or a credit if you prefer
We end your subscription without cause	Refund of any fees paid for full months after the end date
We do not meet a service level in your agreement	Service credits or refunds as your agreement sets out
You cancel a monthly subscription	No refund for the current month; you keep access to the end of it
You cancel a yearly subscription before the year ends	No refund for the remaining months, unless your agreement says otherwise.
Onboarding fee	Not refundable once onboarding work has started

Refunds are paid to the original payment method where possible, within 14 working days of approval, and are recorded with a credit note and an electronic refund note. Send refund requests, with the invoice number, to finance@ghgreporting.ai.

5. Late payment

We send reminders before and after the due date. If an invoice remains unpaid 45 days after it is due, and after written notice, your organisation's access may be limited to reading and downloading until payment is made. We never delete your data because a payment is late.

6. Changing your plan

Upgrades and added sites start straight away and are charged from that date on your next invoice. Downgrades take effect from the next billing date. Price changes during a fixed term require a signed change order.

7. Contact

Billing questions: finance@ghgreporting.ai. Telephone +60 3 7890 0008. GHGReporting Sdn. Bhd., 50-04-06, Level 4, Wisma UOA Damansara, No. 50 Jalan Dungun, Damansara Heights, 50490 Kuala Lumpur.

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