PAYMENT, BILLING & ORDER POLICY

This Payment, Billing & Order Policy governs quotations, order confirmation, deposits, payments, billing, payment verification, duplicate or excess payments, mistaken transfers, account credits, cancellations and related payment matters involving Ralik Enterprise.

This Policy forms part of the Ralik Enterprise Terms of Service and should be read together with the applicable quotation, invoice, Return & Refund Policy, Warranty & Aftersales Policy, Shipping & Delivery Policy and Master Policy Pack.

Nothing in this Policy excludes any right or obligation which cannot lawfully be excluded under Malaysian law.

1. Definitions

For this Policy:

“Ralik”, “we”, “us” or “our” means Ralik Enterprise.

“Customer” means the individual or entity placing an order, making payment or purchasing goods or services from Ralik.

“Consumer Customer” means an individual acquiring goods or services primarily for personal, domestic or household use.

“Business Customer” means a company, enterprise, partnership, organisation, professional practice or person acquiring goods or services primarily for business or commercial purposes.

“Order” includes a purchase confirmed through quotation, invoice, website, WhatsApp, email, purchase order or another channel accepted by Ralik.

“Payment Error” includes a duplicate payment, accidental overpayment, mistaken transfer, incorrect payment amount, incorrect payment reference, payment made against the wrong invoice or payment allocated to the wrong Order.

“Formal Payment Error Claim” means a written claim submitted to Ralik by email or written letter together with the information and supporting evidence reasonably required under this Policy.

“Complete Claim Date” means the date on which Ralik has received the Formal Payment Error Claim together with sufficient supporting evidence, Customer/payer information and refund instructions reasonably required to commence and complete verification.

“Confirmed Overpayment” means an amount which Ralik has verified through its accounting and bank reconciliation process as exceeding the amount properly payable by the Customer.

2. Quotations

Unless otherwise stated, quotations are subject to:

  • product and component availability;

  • supplier pricing;

  • applicable taxes;

  • delivery charges;

  • quotation validity period; and

  • final confirmation by Ralik.

A quotation does not guarantee stock indefinitely.

If a quotation specifies an expiry date, pricing and availability may be reviewed after that date.

Where no validity period is stated, Customer should reconfirm pricing and availability before payment.

3. Order Confirmation

An enquiry or request for quotation does not constitute an accepted Order.

An Order may be treated as confirmed when Ralik:

  • issues an order confirmation;

  • confirms acceptance in writing;

  • receives an agreed deposit or payment for an accepted quotation;

  • begins procurement or assembly for an approved custom-built system; or

  • otherwise confirms that the Order has been accepted.

Ralik may require additional verification before accepting or fulfilling an Order.

4. Customer Responsibility Before Payment

Before making payment, the Customer is responsible for checking:

  • Ralik's bank account or payment details;

  • quotation or invoice number;

  • amount payable;

  • company/customer name;

  • payment reference;

  • product specification; and

  • any applicable deposit or balance requirement.

Customers should not make repeated transfers merely because the first transfer does not immediately appear as confirmed.

Where payment status is uncertain, the Customer should contact Ralik before initiating another payment.

5. Accepted Payment Methods

Ralik may accept payment through methods including:

  • bank transfer;

  • DuitNow;

  • online banking;

  • payment gateway;

  • credit/debit card where available;

  • cash where permitted; or

  • another payment method expressly approved by Ralik.

Available payment methods may change from time to time.

Payment is subject to successful clearing, verification and receipt.

6. Payment Confirmation

A transfer receipt or screenshot indicates that a Customer initiated a payment but does not by itself constitute final confirmation that:

  • funds were successfully received;

  • the amount was correct;

  • the payment was allocated to the intended invoice; or

  • no duplicate transfer occurred.

Ralik may verify payment against:

  • bank statements;

  • transaction references;

  • payment gateway records;

  • invoice records;

  • Customer ledgers; and

  • other relevant accounting records.

7. Deposits

Certain products or services may require a deposit before Ralik begins:

  • procurement;

  • custom assembly;

  • configuration;

  • special-order procurement;

  • reservation of stock; or

  • other Customer-specific work.

The required deposit amount will normally be stated in the quotation or order confirmation.

Unless otherwise agreed, any remaining balance must be paid before delivery or collection.

8. Custom-Built / Made-to-Order Products

Custom-built PCs and made-to-order products may involve procurement, assembly and configuration specifically for a Customer.

Once Ralik has reasonably commenced procurement, assembly or other Customer-specific work, cancellation may be subject to:

  • costs already incurred;

  • non-returnable supplier commitments;

  • special-order components;

  • completed labour or configuration work; and

  • applicable Malaysian law.

Ralik will not impose deductions which are prohibited by law.

Specific cancellation terms may be stated in the quotation or order confirmation.

9. Outstanding Balances

Where an agreed balance remains unpaid, Ralik may reasonably withhold:

  • delivery;

  • collection;

  • shipment;

  • activation of applicable paid services; or

  • commencement of additional chargeable work

until payment is received.

This does not permit Ralik to withhold unrelated statutory rights or obligations.

PART A — PAYMENT ERRORS, DUPLICATE PAYMENTS & OVERPAYMENTS

10. Payment Error Claims

Where a Customer believes that:

  • the same invoice was paid more than once;

  • an amount greater than the invoice value was transferred;

  • payment was made to Ralik by mistake;

  • payment was made against the wrong invoice;

  • an incorrect payment allocation occurred; or

  • another billing/payment discrepancy exists,

the Customer must submit a Formal Payment Error Claim in accordance with this Policy.

A duplicate or excess payment will not be regarded as confirmed solely because a Customer alleges that a duplicate transfer occurred.

11. Knowledge of an Overpayment

The receipt of funds into a Ralik bank account does not, by itself, mean that Ralik has actual knowledge that a payment:

  • was duplicated;

  • was excessive;

  • was made by mistake;

  • was intended for another transaction; or

  • should have been immediately identified as refundable.

This is particularly relevant where:

  • multiple Customers transfer similar amounts;

  • payment references are incomplete;

  • different bank accounts are used;

  • payments are made outside normal operating hours;

  • multiple invoices exist;

  • payments are made by third parties; or

  • the alleged Payment Error is only raised months after the original transaction.

Ralik will be treated as having confirmed a Payment Error only after reasonable reconciliation and verification.

Nothing in this section removes any repayment obligation which applies once a mistaken payment has been established.

12. Formal Written Notification Required

A Customer seeking repayment, correction or reconciliation of a Payment Error must submit the claim in writing.

A Formal Payment Error Claim must be submitted through either:

A. Email

ralikdotmy@gmail.com

or another official Ralik email address subsequently designated for payment claims;

B. Written Letter

A signed written letter delivered to Ralik Enterprise at its official business address.

For Business Customers, Ralik may require the written request to be issued on company letterhead or otherwise verified as originating from an authorised representative.

Telephone calls, verbal discussions, social-media messages or WhatsApp conversations may be used for preliminary communication but do not by themselves constitute a Formal Payment Error Claim unless Ralik expressly confirms otherwise in writing.

Ralik may ask a Customer who initially contacts Ralik through WhatsApp or telephone to formalise the matter by email or written letter.

13. Supporting Evidence Required

A Formal Payment Error Claim must, where relevant, include:

  • Customer/company name;

  • invoice or quotation number;

  • date of the original transaction;

  • date of each disputed or duplicate payment;

  • amount of each payment;

  • bank/payment method used;

  • transaction or DuitNow reference;

  • payment receipt;

  • relevant bank statement or transaction record;

  • payer's account name;

  • explanation of the alleged Payment Error;

  • requested refund account;

  • account holder name;

  • bank name;

  • authorised representative information for Business Customers; and

  • other reasonably necessary evidence requested by Ralik.

Ralik may require documentation sufficient to demonstrate that the alleged payment was successfully transferred and debited from the payer.

For security, unnecessary confidential information may be redacted where it is not relevant to the claim.

14. Complete Claim Date

The Complete Claim Date is important because the applicable processing period begins from that date.

A preliminary complaint, WhatsApp message, telephone call or incomplete email does not automatically start the refund-processing period.

The Complete Claim Date occurs when Ralik has received:

  1. the written Formal Payment Error Claim;

  2. sufficient payment evidence;

  3. sufficient information to identify the relevant invoice/order;

  4. sufficient information to identify the payer;

  5. valid refund instructions where repayment is requested; and

  6. any reasonable corporate authority verification where applicable.

If material information is missing, Ralik may request additional documents or clarification.

The processing period will begin once the materially required information has been provided.

Ralik will not intentionally request irrelevant documents merely for the purpose of delaying the commencement of the processing period.

15. Customer Notification Period

Customers are strongly encouraged to report a suspected Payment Error within 30 calendar days from the payment date.

Early notification assists Ralik in identifying the transaction while banking and accounting records are readily accessible.

Failure to notify Ralik within 30 days does not automatically extinguish a legal right to repayment.

However, older claims may require:

  • archived record retrieval;

  • prior-year reconciliation;

  • additional verification;

  • financial-year accounting adjustments;

  • tax/e-Invoice adjustments; or

  • management/accounts approval.

16. Payment Reconciliation

Following receipt of a Complete Claim, Ralik may verify the alleged Payment Error against relevant records.

The reconciliation may include:

  1. identifying the original invoice/order;

  2. identifying each alleged payment;

  3. verifying whether each payment successfully reached Ralik;

  4. determining whether any amount was allocated to another invoice;

  5. checking previous refunds, credits or offsets;

  6. confirming the correct refundable balance;

  7. confirming payer identity;

  8. confirming refund-account details;

  9. verifying corporate authority where applicable;

  10. reviewing archived records where necessary; and

  11. completing required accounting or tax adjustments.

A Payment Error will only become a Confirmed Overpayment after reasonable verification.

17. Historical Payment Claims

A claim involving a transaction from an earlier month, accounting period or financial year may require more extensive reconciliation than a recently reported claim.

Additional verification may include:

  • archived bank statements;

  • prior-year ledgers;

  • historical invoice records;

  • tax/e-Invoice records;

  • payment-gateway records;

  • confirmation that no earlier credit/refund was issued;

  • management approval; or

  • accounts reconciliation.

The age of a transaction does not automatically convert an overpayment into Ralik's income or remove a legal entitlement which otherwise exists.

However, the Customer acknowledges that delayed reporting may increase the administrative work and time reasonably required to investigate and settle the claim.

18. Confirmed Overpayments

Once a Payment Error has been verified, Ralik may notify the Customer of:

  • the confirmed refundable amount;

  • available settlement methods;

  • refund-account verification requirements;

  • any remaining administrative requirement; and

  • the expected payment date.

Pending repayment or another agreed resolution, Ralik may record the amount internally as:

  • refundable balance;

  • unapplied Customer balance;

  • Customer account credit; or

  • another appropriate accounting classification.

Such internal accounting classification does not by itself convert the amount into permanent or non-refundable store credit.

19. Available Resolution Methods

Subject to applicable law, a Confirmed Overpayment may be resolved by:

A. Refund

Repayment of the confirmed refundable amount.

B. Offset Against Another Invoice

Where mutually agreed in writing, the amount may be applied against another current or future invoice.

C. Store / Account Credit

Where mutually agreed, the amount may be maintained as Customer credit for future purchases.

Ralik may propose store/account credit as a commercially convenient solution but will not treat permanent store credit as a substitute for monetary repayment where applicable law requires repayment and the Customer has not agreed to store credit.

20. Standard Processing Period for Payment Error Refunds

Unless:

  • an earlier payment date is agreed by Ralik in writing;

  • a shorter period is required by applicable Malaysian law;

  • a court, Tribunal or competent authority orders otherwise; or

  • another specific written contractual term applies,

a refund arising from a Confirmed Payment Error, duplicate payment, accidental overpayment, mistaken transfer or incorrect payment allocation may be processed and paid at any time within a maximum period of one hundred and twenty (120) calendar days from the Complete Claim Date.

Ralik may make payment earlier than the 120-day period.

The 120-day period is intended to provide sufficient time for:

  • banking reconciliation;

  • accounting verification;

  • prior-period or historical reconciliation;

  • fraud prevention;

  • payer/refund-account verification;

  • corporate authorisation;

  • internal approval;

  • tax/e-Invoice adjustment;

  • cash-flow scheduling; and

  • other reasonable administrative requirements.

The 120-day period does not mean that Ralik acquires ownership of an overpayment.

It defines the standard administrative settlement period applicable to Payment Error claims under this Policy, subject always to applicable Malaysian law.

21. Commencement and Suspension of the 120-Day Period

The 120-day period begins on the Complete Claim Date, not necessarily:

  • the original payment date;

  • the date the Customer first discovered the error;

  • the date of an informal WhatsApp message;

  • the date of a telephone conversation; or

  • the date of an incomplete claim.

Where Ralik reasonably requests material information necessary to complete verification and the information has not yet been supplied, processing may be suspended for the period during which Ralik is awaiting that information.

Ralik will not reset or suspend the processing period arbitrarily.

Any suspension should relate to information reasonably necessary to resolve the claim.

22. Business / Corporate Customer Acknowledgement

For a Business Customer, the Customer acknowledges that:

  • business transactions may involve internal accounting and financial-year reconciliation;

  • historical payment disputes may require archived records and management approval;

  • a Payment Error does not constitute a commercial credit facility or loan merely because repayment is processed under the administrative period in this Policy; and

  • the maximum 120-calendar-day settlement period from the Complete Claim Date forms part of Ralik's standard commercial payment-reconciliation procedure.

Nothing in this section permits Ralik to refuse repayment where repayment is legally due.

23. Consumer Customers

For Consumer Customers, the procedures in this Policy apply only to the extent permitted by Malaysian law.

Where applicable consumer protection law requires:

  • an earlier remedy;

  • a particular method of repayment; or

  • another non-excludable remedy,

the applicable statutory requirement will prevail over an inconsistent provision of this Policy.

24. Refund Account Verification

To reduce fraud, payment diversion and unauthorised refund requests, Ralik may ordinarily require repayment to:

  • the original payment method;

  • the original payer's verified bank account; or

  • another verified account belonging to the same Customer/entity.

Ralik is not required to transfer a refund to an unrelated third-party account merely upon request.

Where another refund account is requested, Ralik may require:

  • written authorisation;

  • company letterhead;

  • authorised-signatory confirmation;

  • bank-account evidence; or

  • other reasonable verification.

25. Corporate / Business Refund Authority

Where payment was made by or on behalf of a Business Customer, Ralik may require refund instructions from an authorised representative.

Ralik may request:

  • company name;

  • registration information;

  • company bank-account details;

  • signed written instruction;

  • proof of authorised representative;

  • company letterhead; or

  • confirmation from management/accounts.

This is intended to prevent:

  • internal fraud;

  • unauthorised refunds;

  • payment diversion; and

  • disputes between employees, management and the payer.

26. Third-Party Payments

Where payment was made by a person or entity other than the named Customer, Ralik may delay repayment until it can reasonably establish:

  • who provided the funds;

  • whether the Customer authorised the payment;

  • who is entitled to receive repayment;

  • whether another party has an interest in the payment; and

  • whether conflicting refund instructions exist.

Ralik may request confirmation from both the Customer and payer.

27. Disputed Payment Claims

Where Customer evidence and Ralik records do not initially match, Ralik may classify the matter as under investigation.

Ralik may request:

  • clearer bank records;

  • bank confirmation;

  • transaction reference details;

  • proof that a transfer successfully settled;

  • invoice records;

  • Customer ledger records; or

  • other reasonably relevant evidence.

Ralik is not required to refund a claimed amount until it has been reasonably established that the amount was received by Ralik and is refundable.

28. Fraudulent or Suspicious Refund Requests

Ralik may suspend processing where there are reasonable grounds to suspect:

  • forged payment receipts;

  • altered bank records;

  • impersonation;

  • account takeover;

  • unauthorised refund instructions;

  • money-laundering concerns;

  • payment diversion; or

  • other fraudulent or unlawful activity.

Where appropriate, Ralik may verify the matter with:

  • a bank;

  • payment provider;

  • Customer;

  • payer; or

  • relevant authority.

PART B — ORDER CHANGES & CANCELLATION

29. Customer-Requested Order Changes

A Customer requesting a specification or Order change after confirmation should contact Ralik as soon as possible.

Changes remain subject to:

  • availability;

  • procurement status;

  • assembly progress;

  • price difference;

  • technical compatibility; and

  • work already completed.

Additional cost resulting from a Customer-requested upgrade or change may be charged before work proceeds.

30. Order Cancellation Before Work Begins

Where an Order is cancelled before procurement, assembly or Customer-specific work begins, Ralik will assess the appropriate refund or cancellation treatment based on the nature of the Order and applicable law.

Any approved refund will exclude only deductions which are legally permissible and reasonably attributable to the cancelled transaction.

31. Cancellation After Procurement or Custom Work Begins

For custom-built or made-to-order goods, cancellation after Ralik has commenced procurement or work may result in reasonable deductions for costs which cannot reasonably be recovered, subject to applicable law.

Examples may include:

  • non-returnable special-order components;

  • supplier cancellation costs;

  • completed Customer-specific work; or

  • other directly attributable costs.

Ralik will not impose arbitrary penalties unrelated to actual or reasonable commercial loss.

32. Cancellation by Ralik

Ralik may cancel an Order where:

  • a product becomes genuinely unavailable;

  • a material supplier or pricing error occurs;

  • technical requirements cannot reasonably be met;

  • fraudulent or unlawful activity is suspected;

  • Customer fails to provide necessary information;

  • Customer fails to make an agreed payment; or

  • fulfilment becomes unlawful or genuinely impracticable.

Where Ralik cancels an Order and Customer is entitled to repayment, Ralik will refund the amount properly due in accordance with the applicable policy and Malaysian law.

PART C — BILLING & ACCOUNTING

33. Invoices and Billing Records

Customers should review invoices promptly and notify Ralik if there is an apparent:

  • pricing error;

  • incorrect company/customer name;

  • incorrect item;

  • quantity discrepancy;

  • duplicate invoice;

  • payment allocation issue; or

  • tax/e-Invoice information error.

Correction of an invoice does not automatically mean that money is refundable unless an actual refundable balance exists.

34. e-Invoice and Adjustment Documents

Where applicable, Ralik may issue or process appropriate e-Invoice documents or accounting adjustments in accordance with Malaysian tax requirements.

Depending on the circumstances, this may include:

  • invoice;

  • debit note;

  • credit note;

  • refund note; or

  • another applicable adjustment document.

Required tax/accounting adjustments may form part of the administrative process.

35. Account Credits

A Customer account may show a credit balance due to:

  • overpayment;

  • agreed commercial adjustment;

  • credit note;

  • cancelled item;

  • promotional credit; or

  • another approved adjustment.

The treatment of the credit depends on the reason for which it arose.

An accidental overpayment is not automatically converted into promotional or permanent non-refundable store credit.

36. Set-Off

Where a Business Customer owes Ralik an undisputed amount under another invoice, the parties may agree in writing to apply a Confirmed Overpayment or other credit against that amount.

Ralik will not unilaterally apply an overpayment against a disputed or unrelated amount where doing so would be unlawful or unreasonable.

37. Bank and Payment Provider Processing Time

Once Ralik issues a payment/refund, the amount may take additional time to appear in the receiving account due to processing by:

  • banks;

  • card issuers;

  • payment gateways;

  • e-wallet providers; or

  • other payment service providers.

Third-party posting time after Ralik has successfully initiated payment is separate from Ralik's internal processing period.

Ralik may provide an available transaction reference upon reasonable request.

38. Administrative or Bank Charges

Ralik will not impose an arbitrary administration fee merely because a Customer accidentally overpaid.

Where a Customer requests a specific refund/transfer method that creates an identifiable third-party charge, Ralik may disclose that charge and obtain agreement before proceeding where legally permissible.

39. Communication and Records

Payment and billing issues should be reported through Ralik's official channels.

Ralik may rely upon:

  • Formal Payment Error Claims;

  • email;

  • written letters;

  • WhatsApp correspondence;

  • invoice records;

  • quotation records;

  • payment records;

  • bank records;

  • internal accounting entries; and

  • other written communications

when investigating a payment dispute.

Customers should retain their payment receipts and relevant correspondence.

40. No Automatic Waiver

Failure by either party to immediately identify a payment discrepancy does not automatically mean that:

  • Ralik has waived payment properly due;

  • Customer has waived a legitimate repayment claim; or

  • unidentified funds automatically become Ralik's property.

Each matter will be assessed according to:

  • relevant records;

  • applicable policy;

  • contractual terms; and

  • Malaysian law.

41. Relationship with Return & Refund Policy

The Return & Refund Policy primarily governs:

  • return of products;

  • product exchanges;

  • defective/damaged products;

  • Change-of-Mind returns; and

  • refunds arising from approved Product Returns.

This Payment, Billing & Order Policy separately governs:

  • duplicate payments;

  • excess payments;

  • mistaken transfers;

  • incorrect payment allocation;

  • billing disputes;

  • payment verification; and

  • other payment reconciliation matters.

Accordingly, a product-return refund timeline does not automatically apply to a separate Payment Error claim.

Payment Error refunds are subject to the process and processing period stated in this Policy.

42. Policy Applicable to Existing Orders

The version of this Policy in force when an Order is accepted will generally apply to that transaction.

A later amendment will not retrospectively remove or materially alter a right which had already accrued unless:

  • required by law;

  • agreed by both parties; or

  • the amendment is purely procedural or administrative and does not materially reduce an existing right.

For avoidance of doubt, this Policy is intended to apply prospectively from its stated Effective Date.

43. Malaysian Law

This Policy is governed by Malaysian law.

Nothing in this Policy excludes any statutory protection, obligation or remedy which cannot lawfully be excluded.

Where an applicable law, court order, Tribunal award or binding legal requirement is inconsistent with a provision of this Policy, the mandatory legal requirement will prevail to the extent of the inconsistency.

44. Contact

For payment, billing or Order enquiries:

Ralik Enterprise
PT820 Tingkat 2, Jalan Long Yunus
Pengkalan Chepa
15400 Kota Bharu
Kelantan, Malaysia

Telephone / WhatsApp: 011-2575 5989
Email: ralikdotmy@gmail.com
Website: www.ralik.my