K 3 GOFIX ASIA VENTURES

Transaction Policy

Customer payments, booking charges, refunds, disputes, settlements, and crew payouts

Registration No.202503323803 (SA0646430-V)
Version1.0
Effective Date29 June 2026
Purpose: to ensure that every GoFix transaction is transparent, authorised, traceable, connected to a genuine service, and handled consistently from quotation through settlement or refund.

1. Scope and principles

This policy applies to all payment-related activity conducted through the GoFix platform. GoFix will process payments only for genuine home or commercial maintenance services offered or arranged through its approved applications and channels. Prices, fees, taxes, discounts, and material conditions must be disclosed before a customer confirms payment.

  • Authorisation: a transaction must be initiated or clearly approved by the customer.
  • Accuracy: the amount and description must match the accepted quotation, booking, or authorised

variation.

  • Traceability: each transaction must be linked to a unique booking/order and payment-provider

reference.

  • Security: card, bank, or wallet credentials are processed through approved payment providers and

are not unnecessarily stored by GoFix.

  • Fairness: customers receive clear confirmation, service evidence, and a reasonable dispute and

refund process.

2. Accepted transaction types

  • Customer payment for a confirmed GoFix booking or approved service variation.
  • Authorised pre-authorisation, deposit, partial payment, or final payment where clearly disclosed.
  • Refund or partial refund connected to an original transaction.
  • Crew payout or reimbursement supported by verified service completion and approved records.
  • Promotional discount or platform credit where lawfully offered and not redeemable as cash unless

expressly stated.

GoFix does not permit unrelated payments, cash advances, money transfers between users, fictitious bookings, payment laundering, or transactions for goods/services outside the approved GoFix business description.

3. Pricing and customer confirmation

  1. The application displays an estimated price, fixed price, call-out fee, deposit, or quotation method

before confirmation.

  1. Where the final scope cannot be known in advance, the customer receives a quotation or variation

request before additional work is charged.

  1. The customer must actively confirm the booking and payment. Pre-selected consent or hidden

charges are prohibited.

  1. A digital confirmation or receipt must identify the booking, service, amount, payment status, date,

and available support channel.

4. Payment processing

  • Payments are processed through Fiuu or another management-approved payment provider using

channels enabled for the merchant account.

  • GoFix must use only approved domains, applications, merchant descriptors, bank accounts, and

payment credentials.

  • Transactions may be declined, held, or subjected to extra authentication where required by the

issuer, provider, fraud controls, transaction limits, or law.

  • GoFix personnel must never ask a customer to disclose a full payment password, OTP, PIN, CVV, or

online-banking credential.

  • A failed or pending payment does not constitute a completed booking unless the application clearly

confirms otherwise.

5. Service completion and evidence

  • Crew must record arrival, work performed, approved variations, completion status, and supporting

evidence appropriate to the service.

  • Customers should be given an opportunity to acknowledge completion or raise an issue through the

application or support channel.

  • GoFix retains sufficient evidence to respond to disputes, including quotation acceptance,

communications, timestamps, service records, invoices, and completion evidence.

  • Fabricated, altered, or duplicate completion evidence is prohibited.

6. Refunds and cancellations

  • Refund eligibility follows the customer-facing cancellation/refund terms, applicable law, and

payment-provider rules.

  • Approved refunds must be processed through the original payment method wherever technically

possible and must not be redirected to an unrelated account or person.

  • A partial refund must state the calculation and reason. Any non-refundable amount must have been

disclosed and must be lawful and reasonable.

  • Refunds require a booking reference, original transaction reference, reason, amount, approver, and

audit record.

  • Processing time may depend on the payment channel, issuer, bank, or wallet provider. GoFix will

communicate the expected timeframe without guaranteeing a provider-controlled date.

  • Cash refunds or manual bank transfers are exceptional and require management approval,

identity/account verification, and documented justification.

7. Chargebacks and disputes

  1. Record the dispute and preserve all relevant evidence immediately.
  2. Acknowledge the customer and attempt fair resolution without interfering with the customer’s right

to contact the issuer or provider.

  1. Submit accurate evidence within the deadline set by Fiuu, the acquirer, issuer, or payment scheme.
  2. Do not create false evidence, pressure a customer to withdraw a legitimate complaint, or process a

new transaction merely to offset a disputed transaction.

  1. Track dispute reasons and corrective actions. Excessive disputes may trigger service, crew, product,

or process restrictions.

8. Crew payouts and adjustments

  • Payouts must be calculated under an approved fee/commission arrangement and linked to

completed, non-fraudulent bookings.

  • Payout account details must be verified. Changes require re-verification and approval before

release.

  • GoFix may delay a payout while investigating a customer dispute, suspected fraud, duplicate

booking, unlawful activity, or incomplete evidence.

  • Deductions, reversals, or reserves must be documented and communicated where contractually

required.

  • No administrator may approve a payout or refund to their own account without independent

approval.

9. Transaction limits and monitoring

Management may set value, frequency, refund, payout, or velocity limits by user, crew, device, service type, or risk level. The payment provider may also impose or change trading limits, reserves, holds, or restrictions. Transactions that exceed limits or show unusual patterns must be reviewed before release where feasible.

10. Reconciliation and record retention

  • Reconcile application bookings, payment-provider reports, refunds, chargebacks, fees, settlements,

and bank receipts on a regular schedule.

  • Investigate unmatched, duplicated, missing, or altered entries promptly and document resolution.
  • Restrict access to settlement reports and bank changes; maintain audit logs for administrative

actions.

  • Retain transaction and supporting records for the period required by law, tax obligations, provider

agreements, and dispute needs.

11. Customer communication

  • The website may remain informational, but it must clearly explain that service pricing, quotations,

booking confirmation, and payment are handled through the GoFix mobile application.

  • Customer-facing terms must identify cancellation/refund conditions, contact channels, and how

complaints are handled.

  • Material changes to transaction terms should be communicated before they apply to a customer.

References

This policy is informed by the following sources. It should be read together with applicable laws, payment-provider agreements, and GoFix customer-facing terms.

  • Fiuu Malaysia Terms of Services and applicable channel schedules, including provisions on

authorisation, transaction limits, refunds, reserves, chargebacks, and disputed transactions.

  • Bank Negara Malaysia payment-services policy and oversight materials relevant to safe, reliable,

and secure electronic payments.

  • Applicable Malaysian consumer, contract, tax, privacy, and electronic-commerce requirements.