Termination and Refund Policy
Last Updated: Dec 2025
This Refund Policy (“Policy”) forms part of the Service Agreement between Sara Graphic Enterprise (Pakaresume) (“Service Provider”) and the Client. By making payment, the Client acknowledges and agrees to this Policy.
- GENERAL PRINCIPLES
1.1 Pakaresume provides customised, HR-led career development services. Due to the personalised nature of the work, refunds are limited and subject to strict eligibility criteria.
1.2 Refunds are determined based on the stage of service progress and are calculated according to the percentages stated in this Policy.
1.3 All refund requests must be submitted in writing via WhatsApp or email.
- REFUND ELIGIBILITY
Refund eligibility is strictly based on the stage of service at the time the Client requests cancellation.
2.1 Cancellation After Payment (Before Work Starts)
If the Client cancels after making payment but before any work has commenced, the Client is eligible for a maximum refund of 50%.
The remaining 50% is a non-refundable Booking & Processing Fee, allocated for:
- Slot reservation
- Internal administrative work
- Writer allocation
- Project preparation
- Opportunity cost of holding the slot
No further refund will be provided.
2.2 Cancellation After First Draft Delivery
If the Client requests cancellation after receiving the first draft, the Client is eligible for a maximum 20% refund.
This amount is fixed and not negotiable.
No additional deductions, upgrades, or downgrades will be considered.
2.3 Cancellation After Final Files Are Emailed
Once the final files have been emailed — whether:
- approved by the Client, or
- automatically sent due to lack of response within seven (7) working days
➡️ Refund eligibility is 0%.
The service is considered completed in full.
- NON-SUBMISSION OF CLIENT INFORMATION
3.1 To begin the service, the Client must provide accurate and complete information requested by the Service Provider.
3.2 If the Client fails to submit the required information within fourteen (14) days from the payment date:
- The Service Provider may terminate the Agreement; and
- The Client will not be eligible for any refund.
This applies regardless of package purchased, as internal resources and slots have already been allocated.
- NO DOWNGRADE / NO PARTIAL REFUND POLICY
4.1 Pakaresume packages are provided as bundled services. Prices reflect the combined value of all features within the selected package.
4.2 Once payment has been made and work has begun, the Client may not:
- downgrade to a lower package
- remove individual service components (e.g., LinkedIn, JobStreet, job application service)
- request a price reduction
- request a partial refund for unused features
- convert the package into a lower-priced service
4.3 The Client remains fully responsible for the original package price.
- REVISION & DISSATISFACTION
5.1 Each package includes a set number of revisions. Revisions must be requested within the timeframe stated by the Service Provider.
5.2 If the Client is dissatisfied with the first draft, the Service Provider will complete the revisions included in the package purchased.
5.3 Dissatisfaction with the writing style or content does not entitle the Client to a refund beyond the limits stated in Section 2.
5.4 Refund requests due to personal preference, change of direction, or new job goals are not applicable outside the eligibility percentages above.
- DELIVERY & NON-RESPONSIVENESS
6.1 If the Client does not respond within seven (7) working days after receiving the draft, the Service Provider will:
- finalise the document internally; and
- email the final files to the Client.
6.2 Once files are emailed, refund eligibility becomes 0%.
- FORCE MAJEURE
The Service Provider is not liable for delays or inability to perform services due to circumstances beyond reasonable control, including illness, accidents, technical failures, natural disasters, or other unexpected events.
- LIMITATION OF LIABILITY
8.1 Pakaresume does not guarantee the result:
- job interviews
- job offers
- employment outcomes
- salary increases
8.2 The Client is responsible for the accuracy and completeness of the information provided.
8.3 The Service Provider’s total liability shall not exceed the amount paid by the Client for the service.
- GOVERNING LAW
This Policy is governed by the laws of Malaysia.
Any dispute related to this Policy shall fall under the jurisdiction of Malaysian courts.
- DIGITAL ACCEPTANCE
By making payment, the Client confirms that they have read, understood, and agreed to:
- the Service Agreement, and
- this Refund Policy.
Payment constitutes legally binding digital acceptance under Malaysian Contract Law.
Termination:
● Either party may terminate this Agreement at any time with a written notice.
● If the client fails to provide the necessary information within 14 days of payment, the Service Provider reserves the right to terminate the agreement without a refund.
● If the Service Provider is unable to complete the service due to unforeseen circumstances, the client will be notified immediately and a full refund will be provided.
Refund Policy:
● If the client is not satisfied with the initial draft, they must notify the Service Provider within 7 days to request revisions as per the revision policy.
● If the client is still not satisfied after revisions, they may request to change the editor before proceeding with a refund.
● No refunds will be provided once the initial draft has been delivered and the client has requested revisions.
● Refunds are not available for dissatisfaction due to reasons beyond the Service Provider’s control, such as changes in client preferences after the work has commenced or failure to secure a job.
● In cases where a refund is warranted, it will be processed within 30 business days of the refund request.
Limitations of Liability
● Disclaimer of Warranties: The Service Provider makes no guarantees or warranties regarding the client’s job search success or employment outcomes. The services provided are based on the information and instructions given by the client, and the final result is influenced by numerous factors beyond the Service Provider’s control.
● Limitation of Liability: In no event shall the Service Provider be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or relating to the services provided, even if advised of the possibility of such damages. The total liability of the Service Provider for any claim arising out of or relating to this Agreement shall not exceed the amount paid by the client for the services.
● Force Majeure: The Service Provider shall not be liable for any delay or failure to perform its obligations under this Agreement due to circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, war, labor disputes, or governmental regulations.
Miscellaneous
● Intellectual Property Rights: All materials, documents, and content provided to the client as part of the services remain the intellectual property of the Service Provider until full payment is received. Upon payment, the client is granted a non-exclusive, non-transferable license to use the materials for personal use only.
● Governing Law: This Agreement shall be governed by and construed in accordance with the laws of Malaysia. Any disputes arising from or relating to this Agreement shall be subject to the exclusive jurisdiction of the courts of Malaysia.
● Entire Agreement: This Agreement constitutes the entire agreement between the parties and supersedes all prior understandings, agreements, representations, and warranties, both written and oral, regarding the subject matter hereof.
● Amendments: Any amendments or modifications to this Agreement must be made in writing and signed by both parties.
● Severability: If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions shall continue to be valid and enforceable to the fullest extent permitted by law.
IN WITNESS WHEREOF, the parties have executed this Agreement as of the date first
above written.
Ms Sara
Managing Director
Sara Graphic Enterprise
