Refund Policy

1. Scope

This Policy explains how we handle refund requests for eligible Synergik customer payments and marketplace promotion purchases. It does not make EzPz a holder of car purchase funds, property purchase funds, tenancy deposits, or earnest deposits. Nothing in this Policy removes rights that cannot lawfully be excluded.

2. Principal-contractor service payments

• Payment is eligible for review only after a customer has accepted a quote or approved change order through EzPz.
• Before work starts, a cancellation, vendor unavailability, duplicate charge, provider error, or material change in scope may be reviewed for void, refund, rescheduling, or another appropriate outcome.
• After work starts or completes, raise an issue promptly through the booking or support flow with clear evidence. We may seek information from both customer and supplier before deciding on rework, acceptance, a full refund, a partial refund, or another documented resolution.
• A customer refund and a supplier-payable adjustment are separate decisions. A supplier amount changes only through an approved variation, valid supplier credit note, lawful set-off, or supported dispute outcome.
• Refunds are not complete until the payment provider confirms them. A pending or failed provider refund remains under review and is not treated as a completed refund.

3. Refund destination and timing

Approved service refunds are returned to the original payment method where the provider supports it. If the provider does not support that route, an audited manual bank refund requires verified customer account details and maker-checker confirmation. Provider and bank processing times vary by payment method, issuer, and investigation status. Any time shown in the product is an estimate from the payment rail or bank, not a guaranteed EzPz completion date. We will show pending, confirmed, and failed states separately.

4. Listing credits and promotions

• Listing and advertising credits are promotional entitlements, not a cash balance, service-payment method, or withdrawal product.
• Once a boost, featured placement, or other promotion has started, it will normally not be refundable because the placement has been consumed.
• We will review a request for an unused entitlement where there is a duplicate charge, platform error, failed delivery, or another applicable legal or contractual basis.
• Any expiry, eligibility, or campaign-specific restriction is shown at purchase or in the relevant promotion terms.

5. How to request a review

1. Use the booking, transaction, or support flow as soon as possible after the issue occurs.
2. Provide the request or transaction reference, what happened, the outcome requested, and relevant photos, messages, invoices, or screenshots.
3. Keep the original payment method available while the provider confirms any approved refund.

For help, contact billing@ezpz.my or the support channel shown in your transaction. Do not send card, bank-login, or full identity-document details by email or chat.

6. Policy issuer

This Policy is issued by Synergik Group Sdn. Bhd. (Company No. 202301034170; TIN C58466059060), with registered office at No. D12-08, Menara Mitraland, Jalan PJU 5/1, PJU 5 Kota Damansara, 47810 Petaling Jaya, Selangor, Malaysia.