Quiko Printing and Refund Policy

Effective date: 17 August 2026 1. Scope This Policy applies to Quiko print orders, failed or cancelled work, print-quality complaints, reprints and payment corrections. Quiko is operated by THE COPY HOUSE SDN. BHD. (Registration No. 202301048588 (1542502-M)). “Return” means a ledger return to the same Print Credit or Test Credit balance used. A cash or bank refund is available only where expressly stated or required by law. 2. Check before payment Customers must check the selected kiosk, file, pages, paper size, colour/black-and-white, single/double side, orientation, scaling, pages per sheet, copies, price and tax. Quiko is not normally responsible for unwanted output caused by correct execution of customer-selected settings, defects in the source file, missing fonts, low resolution, incorrect page size or failure to review the preview. This does not affect remedies for a service not supplied with reasonable care and skill. 3. Unreleased orders Payment creates an unreleased order. The customer may cancel it before release for a full return to the same balance type. If not released within 12 hours it cancels automatically with the same full return. No physical printing should occur before release. 4. Queue timeout and terminal failure After release, a job that does not validly enter or progress through the authorised printing process within the configured five-minute waiting period may be failed or cancelled to prevent late printing. If no output was produced, the affected file amount is returned. A controller must reject terminal, expired or cancelled work and must not print it later. 5. Per-file settlement Each file is separately priced and tracked. Completed files remain charged even if another file in the same order fails. A failed or authorised cancelled file receives only its allocated amount. A partially completed order therefore shows completed and failed files separately; it does not refund the whole order merely because one file failed. 6. Paper jams and partial output Printer telemetry may not reliably identify every physical side produced before a jam, paper-out condition, device restart or driver interruption. The system outcome is provisional. Where reliable side counts exist, produced sides may remain charged and the verified unprinted amount may be returned. Where counts are not reliable, the Print Agent and Quiko will review controller/spooler records, physical output, photographs and customer information and provide a reasonable reprint, credit adjustment or other remedy. Customers must not keep both a duplicate reprint and a full return for the same successfully produced pages. 7. Print quality and reprint requests For streaks, missing content, incorrect colour caused by equipment, damaged paper or incomplete physical output, contact the Print Agent shown on the completed or partially completed order as soon as possible and preferably within 24 hours. Include the order/file number, issue description and clear photographs where practical. Private source files are normally deleted within 1 hour after terminal status, so a reprint is possible only while the file remains securely available; otherwise the customer may need to resubmit it. Reprints require review and are not guaranteed for customer-setting or source-file errors. 8. Automatic returns Approved failed/cancelled amounts return to the same balance type originally used. Test Credit returns only as Test Credit and keeps its non-monetary character and applicable expiry. A return may appear promptly in the ledger, but support investigations and manual corrections may take longer. Customers should retain the order number and receipt. 9. Print Credit reload payments A successfully authorised and posted reload through CHIP Collect is ordinarily final and is not a cash-withdrawal facility because payment-processing cost may already be incurred. We will nevertheless investigate a confirmed duplicate charge, unauthorised transaction, provider reversal, amount mismatch or system posting error. Any required cash/bank refund follows identity checks and CHIP Collect, participating bank and payment-network procedures and may take their processing time. A pending or failed payment that added no Print Credit is not a completed reload. 10. Chargebacks and duplicate recovery Contact customerservice@quiko.com.my before initiating a chargeback so we can investigate. Do not seek a chargeback for an amount already returned to Print Credit or for a replacement already received. We may temporarily restrict the disputed amount or account while avoiding duplicate recovery, preventing fraud and preserving legal rights. 11. How to request review Contact the relevant Print Agent for physical print quality or collection issues. For app, account, payment, ledger or policy issues contact THE COPY HOUSE SDN. BHD. at customerservice@quiko.com.my or +601110962069. Provide the account email/phone, order or payment reference, affected file, date/time, kiosk and supporting evidence. We may request identity verification. This Policy does not limit mandatory rights under Malaysian consumer law. Registered office: G-8 & G-09, PLATINUM LAKE CONDOMINIUM NO.2A, JALAN DANAU SAUJANA, TAMAN DANAU KOTA, 53300 KUALA LUMPUR. Payment gateway: CHIP Collect.