Introduction
Bioenergy Projects Sdn Bhd (“Bioenergy”, “we”, “our”, or “us”) operates the Smart Metering platform and mobile application (“App”) to facilitate tenant access to energy usage data, billing details, and secure online payments. This Refund Policy outlines the procedures applicable to payment disputes and overcharges identified through the platform.
This policy forms an integral part of the Terms and Conditions governing the use of our website (bio-energy.com.my), Smart Metering platform, and App. By making payments via the platform, you acknowledge and accept the provisions herein.
No Cash Refunds
Bioenergy does not issue cash refunds, direct bank transfers, or any other form of monetary reimbursement for payments processed through the Smart Metering platform or App.
Overcharge and Dispute Resolution
In the event of a disputed transaction, billing error, or identified overcharge:
a. You must notify Bioenergy in writing within seven (7) working days from the date of the transaction. Notifications submitted after this period will not be considered.
b. Upon receipt of a valid dispute, Bioenergy will conduct an internal investigation, which may include verification of metering data, payment records, and system logs.
c. If the dispute is upheld and an overcharge is confirmed, the equivalent amount will be credited to your account and applied as a deduction against your next monthly billing cycle.
d. Credits will appear explicitly on the subsequent invoice issued through the Smart Metering platform or App.
Conditions for Credit Adjustment
Credit adjustments are granted solely at Bioenergy’s discretion and are subject to:
Confirmation of a genuine error attributable to the Smart Metering system, payment gateway, or Bioenergy’s processing.
Exclusion of user-related issues, including but not limited to duplicate submissions, incorrect input, or failure to review transaction confirmations prior to completion.
No adjustment will be made for transactions deemed final under applicable Malaysian consumer protection laws or for disputes arising from third-party payment gateway errors beyond Bioenergy’s control.
Investigation Timeline
Bioenergy endeavors to complete investigations within fourteen (14) working days of receiving a complete dispute notification. You will be informed of the outcome via the email address registered with your account.
Limitation of Liability
Bioenergy shall not be liable for any indirect, incidental, or consequential losses arising from disputed transactions, delays in credit application, or system inaccuracies. All adjustments are limited to the disputed amount only.
Governing Law
This Refund Policy shall be governed by and construed in accordance with the laws of Malaysia. Any disputes relating to this policy shall be subject to the exclusive jurisdiction of the courts of Malaysia.
Contact Information
To submit a dispute or inquire about this Refund Policy, please contact:
Bioenergy Projects Sdn Bhd
Email: info@bio-energy.com.my
Website: https://www.bio-energy.com.my
Policy Updates
Bioenergy reserves the right to amend this Refund Policy at any time. Continued use of the Smart Metering platform or App following such amendments constitutes acceptance of the revised policy.