Sales, Payment, Cancellation, Refund & Warranty Terms

Novaone may supply and implement various products and services, including:

Software

• OPTIMY POS
• ZEONIQ POS
• AutoCount POS
• AutoCount Accounting
• SQL Accounting
• SQL Payroll
• EcoTime Attendance
• Other third-party software solutions

Hardware

• POS terminals
• Touch screens
• Receipt printers
• Kitchen printers
• Cash drawers
• Barcode scanners
• Customer displays
• Ordering tablets
• Kitchen display systems
• Time attendance terminals
• Other business hardware

Services

• System consultation
• Software setup
• Hardware installation
• System configuration
• Data setup
• Training
• Technical support
• On-site support where applicable
• System integration
• Other services stated in the quotation

All quotations issued by Novaone are subject to the terms stated in the relevant quotation.

Unless otherwise stated:

• A quotation is not an acceptance of an order.
• Pricing may change before confirmation.
• Product availability may change.
• Third-party software pricing may change.
• Hardware availability may depend on supplier stock.
• Additional requirements discovered after confirmation may result in additional charges.

The quotation will specify, where applicable:

• Products
• Software licences
• Hardware
• Modules
• Quantity
• Installation
• Training
• Support
• Subscription or renewal fees
• Payment terms
• Applicable taxes
• Delivery charges
• Other applicable charges

Certain Novaone solutions are configured according to individual customer requirements.

This includes, but is not limited to:

• ZEONIQ POS
• AutoCount POS
• SQL Payroll
• Accounting solutions
• Multi-outlet systems
• Integrated POS solutions
• Customized business workflows

The final configuration may depend on:

• Number of outlets
• Number of users
• Hardware requirements
• Software modules
• Integration requirements
• Customer workflow
• Network environment
• Third-party systems

The final quotation will reflect the agreed configuration.

An order is considered confirmed when Novaone has received:

• Customer acceptance of the quotation or order documentation; and
• Any required deposit or payment specified in the quotation.

Novaone may begin procurement, software preparation, configuration or scheduling only after the required confirmation and payment conditions have been fulfilled.

Payment terms will be stated in the quotation or invoice.

Depending on the project, payment may include:

• Deposit
• Progress payment
• Full payment before installation
• Payment upon delivery
• Payment before software activation
• Recurring subscription payment
• Renewal payment

Customers are responsible for making payment according to the agreed payment schedule.

Where payment is overdue, Novaone may, subject to the applicable agreement:

• Suspend services;
• Delay installation;
• Delay delivery;
• Suspend technical support;
• Suspend software activation;
• Suspend access to applicable services;
• Require outstanding payment before continuing the project.

Novaone reserves its rights under the relevant quotation, agreement and applicable law.

Software supplied by Novaone may require activation, registration or licensing.

Software licences are subject to the applicable software provider's licence terms.

Depending on the product, licences may be:

• Perpetual
• Subscription-based
• Per device
• Per terminal
• Per user
• Per outlet
• Module-based

A software licence does not necessarily include:

• Hardware
• Installation
• Training
• Data migration
• Custom development
• Third-party integration
• Annual support
• Subscription renewal

unless specifically stated in the quotation.

Hardware delivery dates are estimates unless a specific delivery date has been expressly confirmed in writing.

Delivery may be affected by:

• Supplier stock
• Import delays
• Logistics
• Manufacturer delays
• Customs
• Public holidays
• Circumstances beyond Novaone's reasonable control

Novaone will make reasonable efforts to keep customers informed of significant delays.

Customers should inspect hardware upon delivery or installation.

Customers should notify Novaone as soon as reasonably practicable if they discover:

• Physical damage
• Missing items
• Incorrect items
• Incorrect quantity
• Obvious manufacturing defects

Photographs or videos may be requested to assist with assessment.

Failure to immediately identify an issue does not automatically waive any rights that cannot legally be excluded.

Hardware warranty coverage is subject to the specific warranty stated in the quotation, invoice, manufacturer's warranty or applicable warranty documentation.

Warranty coverage may vary according to:

• Product
• Manufacturer
• Supplier
• Model
• Purchase date
• Warranty package

Unless otherwise stated, warranty does not automatically cover damage caused by:

• Physical abuse
• Accidental damage
• Liquid damage
• Unauthorized modification
• Electrical surge
• Incorrect installation by third parties
• Improper use
• Negligence
• Unauthorized repair
• Environmental conditions outside the product specification

Where applicable, warranty claims may be handled through the manufacturer or supplier.

Software support is separate from hardware warranty unless otherwise stated.

Software support may include:

• Troubleshooting
• Configuration assistance
• Software guidance
• Bug reporting
• Basic technical assistance

Software functionality may change due to:

• Software updates
• Operating system updates
• Third-party changes
• API changes
• Security updates
• Manufacturer changes

Novaone cannot guarantee that every third-party software function or integration will remain unchanged indefinitely.

Where installation is included, Novaone will provide the installation scope stated in the quotation.

Installation may include:

• Hardware setup
• Software installation
• System configuration
• User setup
• Basic network configuration
• Testing
• Training

Installation does not automatically include:

• Major electrical work
• New network infrastructure
• Structured cabling
• Civil works
• Renovation
• Additional hardware
• Custom software development
• Third-party integration

unless specifically stated in the quotation.

Additional work may be quoted separately.

Customers are responsible for providing:

• Accurate business information
• Required employee/user information
• Required system information
• Suitable installation location
• Electricity supply
• Network connectivity where required
• Internet access where required
• Required third-party accounts
• Required software licences
• Authorized personnel for training
• Access to the premises where applicable

Customers are responsible for ensuring that information supplied to Novaone is accurate.

Where data migration is included, the scope will be stated in the quotation.

Customers should provide data in a suitable format and are responsible for ensuring the accuracy of the information supplied.

Novaone may recommend that customers maintain backups before:

• Data migration
• System upgrades
• Software changes
• Hardware replacement
• Database modifications

Unless expressly agreed in writing, Novaone does not guarantee that all historical data can be migrated.

Customers remain responsible for maintaining appropriate backups of their business data.

This is particularly important for:

• Accounting data
• Payroll data
• POS data
• Inventory data
• Customer records
• Employee records
• Attendance records

Novaone may provide backup guidance or services where applicable, but customers should maintain their own independent backup strategy.

Training included in a quotation will be provided according to the agreed scope.

Training may cover:

• Basic system operation
• POS operation
• Inventory
• Accounting
• Payroll
• Attendance
• Reporting
• System administration

Additional training may incur additional charges if the included training scope has been completed.

Once an order has been confirmed, cancellation may be subject to charges depending on the stage of the project.

This may include costs already incurred for:

• Hardware procurement
• Software licences
• Licence activation
• Configuration
• Customization
• Installation preparation
• Data preparation
• Third-party services
• Shipping
• Labour
• Other non-recoverable costs

The applicable cancellation amount will depend on the specific order and quotation.

Customized configurations, integrations or development work may be non-refundable once work has commenced.

This includes, where applicable:

• Custom reports
• Custom workflows
• API integration
• Software customization
• Database work
• Data migration
• Special configurations

Any customization scope and charges should be stated in the quotation or project agreement.

Refunds are not automatically available simply because a customer changes their mind after an order has been confirmed.

Where a refund is requested, Novaone may assess:

• Whether the product has been delivered;
• Whether the software licence has been activated;
• Whether configuration has commenced;
• Whether installation has been performed;
• Whether customized work has started;
• Whether hardware has been specially procured;
• Whether third-party charges have been incurred.

Where a refund is approved, the refund amount and method will be determined by Novaone based on the applicable agreement and circumstances.

Nothing in this section is intended to exclude or restrict any rights that cannot lawfully be excluded under Malaysian law.

Unless otherwise required by law or expressly agreed in writing, the following may be non-refundable once activated, consumed or commenced:

• Activated software licences
• Subscription periods already commenced
• Customized software work
• Completed installation services
• Completed training services
• Third-party charges
• Special-order hardware
• Data migration work already performed
• Custom integration work

Where a product or service is subscription-based, the applicable subscription period and renewal terms will be stated in the quotation or agreement.

Customers are responsible for maintaining active subscriptions where continued access to the relevant service requires renewal.

Failure to renew may result in:

• Service suspension
• Loss of access to subscription features
• Suspension of updates
• Suspension of support
• Other consequences stated in the applicable software terms

Support may be:

• Included for a specified period;
• Subscription-based;
• Charged per incident;
• Charged according to a support package;
• Charged for on-site visits.

The applicable support arrangement will be stated in the customer's quotation or agreement.

Novaone may sell, implement or support third-party software.

Examples include:

• AutoCount
• SQL
• EcoTime
• Payment platforms
• Delivery platforms
• Other integrated systems

Third-party software remains subject to the relevant provider's:

• Licence terms
• Subscription terms
• Warranty
• Updates
• Support policies
• Privacy policies

Novaone is not responsible for changes made by a third-party provider that affect functionality, pricing, availability or integration.

Integration with third-party systems may require:

• API access
• Third-party approval
• Additional subscription
• Additional licence
• Technical configuration
• Additional development

Integration availability may change if the third-party provider changes its API, system architecture or service terms.

Where a hardware product is found to have a qualifying defect during the applicable warranty period, Novaone or the relevant manufacturer/supplier may, depending on the applicable warranty:

• Repair the product;
• Replace the product;
• Provide an equivalent product; or
• Provide another remedy permitted under the applicable warranty.

The exact remedy may depend on the manufacturer or supplier's warranty process.

Novaone shall not be responsible for delays or failures caused by circumstances beyond our reasonable control.

These may include:

• Natural disasters
• Flood
• Fire
• Power failure
• Internet outages
• Cybersecurity incidents
• Supplier delays
• Manufacturer delays
• Shipping disruptions
• Customs delays
• Government restrictions
• Strikes
• War
• Civil unrest
• Pandemic
• Third-party service interruptions

To the maximum extent permitted by applicable law, Novaone shall not be responsible for indirect, incidental, special or consequential losses arising from:

• Software interruption;
• Hardware failure;
• Loss of business;
• Loss of profit;
• Loss of revenue;
• Loss of data;
• Third-party software failure;
• Third-party integration failure;
• Internet or telecommunications failure.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

Where a separate customer agreement contains an agreed limitation of liability, that agreement will apply.

Novaone does not guarantee that software will be completely free from:

• Bugs
• Errors
• Downtime
• Compatibility issues
• Third-party interruptions

Customers should maintain appropriate backups and business continuity procedures.

Novaone will use reasonable efforts to assist with supported technical issues.

Following installation, customers may be asked to verify that the system is functioning according to the agreed scope.

Where the customer begins using the system after installation, such use may be considered acceptance that the system has been installed according to the agreed scope, subject to any defects or issues notified to Novaone.

Requests to change an order after confirmation may result in:

• Additional charges
• Revised delivery dates
• Revised installation dates
• Additional configuration charges
• Additional software licence charges

Novaone will inform the customer of applicable additional costs before proceeding where reasonably practicable.

Prices may be subject to applicable taxes, duties, government charges or other legally required charges.

Any applicable charges will be stated in the quotation or invoice where reasonably practicable.

Novaone may process customer information in connection with quotations, orders, installation, support and services.

Personal data will be handled in accordance with Novaone's Privacy Policy & Personal Data Protection Notice.

Customers should refer to the Privacy Policy for details regarding collection, use, disclosure, retention and protection of personal data.

If you have a complaint regarding:

• Product quality
• Installation
• Technical support
• Warranty
• Billing
• Delivery
• Service

please contact Novaone as soon as reasonably practicable.

Phone / WhatsApp: 016-593 4637

Email: novaonegroup@gmail.com

We will review the complaint and determine the appropriate response based on the relevant quotation, agreement, warranty and applicable law.

Novaone may update these Sales Terms from time to time.

However, for an existing confirmed order, the terms applicable to that order will generally be those agreed at the time of confirmation unless otherwise agreed between Novaone and the customer or required by law.

These Sales Terms shall be governed by the laws of Malaysia.

Any dispute shall be handled in accordance with the applicable laws and jurisdiction of Malaysia.

Nothing in these Terms prevents a party from exercising any statutory right or remedy that cannot lawfully be excluded.

If you have any questions regarding these Sales Terms, please contact: