Payment Terms & Conditions

1. Service Packages & Pricing

Pau Analytics offers three service packages as detailed on our Pricing Page:

• One-Off Project: RM3,500 (one-time payment)
• Monthly Standard: RM699/month or RM7,188 for 12 months prepaid (RM599/month effective rate)
• Monthly Premium: RM999/month or RM10,656 for 12 months prepaid (RM888/month effective rate)

All prices are stated in Malaysian Ringgit (MYR). Prices are subject to change with 30 days' notice to existing subscribers.

2. Payment Methods

We currently accept payment via:

• Online Bank Transfer (FPX): Direct transfer to our business account (preferred method)
• Manual Bank Transfer: Transfer with payment proof submission

Payment instructions will be provided via email within 1 hour of checkout form submission. A confirmation receipt will be sent once payment is verified.

3. Subscription Terms

Monthly Subscriptions:

• Billed monthly on the same date you signed up
• Auto-renewal unless cancelled 7 days before renewal date
• Cancellation takes effect at the end of the current billing cycle
• No refunds for partial months

12-Month Prepaid Plans:

• Full payment required upfront
• Service commitment: 12 consecutive months from activation date
• Discounted rate locked in for the entire period
• No early termination - full 12-month term applies

One-Off Projects:

• Full payment required before project commencement
• Delivery within 2-3 weeks from payment confirmation and data receipt
• One round of revisions included

4. Refund & Cancellation Policy

One-Off Projects:

• Full refund available if project is cancelled before we begin work (within 48 hours of payment)
• No refund once data analysis or dashboard development has started
• If we cannot deliver due to technical limitations, full refund will be provided

Monthly Subscriptions:

• Cancel anytime with 7 days' notice before next billing date
• Current month's payment is non-refundable
• Access continues until end of paid period
• Reactivation available within 60 days at the same rate

12-Month Prepaid Plans:

• No refunds - commitment is for the full 12-month period
• Service pause available for up to 30 days (with advance notice) for legitimate business reasons
• Paused time extends the service end date accordingly

Delayed Projects Due to Client:

• If project delays are caused by client inaction (e.g., data not provided, feedback not given), payment terms remain unchanged
• Projects inactive for 60+ days will be considered closed with no refund

5. Service Delivery Timeline

After Payment Confirmation:

• Our team will contact you within 24 hours via email
• Onboarding call scheduled within 3 business days
• Data collection templates and requirements shared

Delivery Timelines:

• One-Off Projects: 2-3 weeks from data receipt
• Monthly Subscriptions: Initial dashboard setup in 2-3 weeks, then monthly reports on agreed schedule
• 12-Month Plans: Same as monthly, with guaranteed quarterly strategy reviews

Timelines may be extended due to data quality issues, client delays, or scope changes agreed upon in writing.

6. Data Confidentiality & Privacy

Your business data is handled with strict confidentiality and security measures:

• Data used solely for generating your analytics insights and recommendations
• We do not sell, share, or disclose your data to third parties without written consent
• Data stored securely on password-protected cloud storage (Google Drive/BigQuery)
• Data retention: Active clients (ongoing), Inactive clients (12 months then deleted)
• You retain full ownership of your raw data

For complete details, please refer to our Privacy Policy.

7. Service Level Agreement (SLA)

Monthly Standard & Premium Subscribers:

• Email Support Response Time: 48 hours (Standard), 24 hours (Premium)
• Dashboard Updates: Weekly data refresh
• Monthly Reports: Delivered within first 5 business days of each month
• Strategy Calls: 30 minutes (Standard), 60 minutes (Premium) per month
• AI Assistant Availability: 24/7 (Premium only)

Service Credits: If we miss SLA commitments by more than 48 hours, you're entitled to 10% service credit for that month (does not apply to 12-month prepaid plans).

8. Modification of Terms

We reserve the right to modify these terms and conditions at any time. Changes will be:

• Posted on this page with "Last Updated" date
• Notified to active subscribers via email at least 30 days in advance
• Effective for new customers immediately upon posting

Continued use of services after changes indicates acceptance of modified terms.

9. Limitation of Liability

Pau Analytics provides data analytics services based on client-provided data. We:

• Make every effort to ensure accuracy but do not guarantee specific business outcomes
• Are not liable for business decisions made based on our recommendations
• Are not responsible for data accuracy issues arising from client-provided data
• Liability limited to the amount paid for services in the past 12 months

10. Questions or Disputes?

If you have questions about these terms, your invoice, payment, or service agreement, please contact us:

We aim to respond to all inquiries within 24 business hours and resolve disputes amicably through direct communication.