Company: Uno Advisers Sdn Bhd
Effective Date: 2nd October 2024
1. Agreement
By signing up as a client, you (“the Client”) acknowledge that you have read and understood the Money-Back Guarantee Policy outlined below. This Policy applies solely to the fees paid for the Basic Financial Plan and Advanced Financial Plan, including any additional hourly charges, provided by Uno Advisers Sdn Bhd (“the Company”) under the terms of your engagement agreement. This Guarantee does not apply to any fees or charges incurred via subscription, purchase, or acquisition of any financial product or instrument, even if recommended by us.
2. Guarantee
We offer a full refund of the fees paid for our financial planning consultation services (“the Fees”) if, after following our recommendations and advice in good faith for six (6) months, you are still dissatisfied with the outcome. Dissatisfaction is defined as:
• Unhappiness or disappointment with the services provided, despite following the recommended course of action in good faith for six (6) months.
Note: Dissatisfaction will be evaluated on a case-by-case basis during the debriefing session and investigation.
3. Initiating the Refund Process
To initiate the refund process, you must submit a written explanation of your dissatisfaction within six (6) months of the Agreement signing date. This explanation should detail the area(s) of financial planning services you are dissatisfied with. You can submit your notice by:
• Emailing your attending adviser, with the relevant company email addresses CC’d.
• Mailing to: Uno Advisers Sdn Bhd, Common Ground Co-working, G.016, Ground Floor The Square, Jaya One, 72A, Jalan Prof Diraja Ungku Aziz, Seksyen 13, 46200 Petaling Jaya.
After receiving your written notification, we will contact you to schedule a debriefing session at your convenience. During this session, we will discuss your experience and areas of dissatisfaction. We may also investigate the reasons for your dissatisfaction, which could involve personnel beyond your attending adviser, but only those who need to be involved. We aim to complete the investigation within thirty (30) calendar days unless a different timeframe is agreed upon during the debriefing session.
4. Qualifying for a Refund
To qualify for a refund, you must:
• Participate in the scheduled debriefing session as outlined in Section 3.
• Cooperate with any reasonable investigation into the reasons for your dissatisfaction.
5. Refund Request and Processing
If your refund request is approved, the refund will be issued via online bank transfer within the next billing cycle following approval. The maximum refund will be the amount paid for your Basic or Advanced Financial Plan, whichever is applicable.
6. Guarantee Exclusions
This Guarantee does not apply in the following situations:
• Client Inaction: Failure to implement the recommended course of action on time, where the delay materially contributed to the unsatisfactory outcome.
• Client Misrepresentation of Information: Providing inaccurate or incomplete information during the initial consultation or engagement process, which significantly impacted the effectiveness of our recommendations.
• Client Interference: Interference with the execution of the recommended plan or service in a way that undermined its effectiveness.
• External Factors Beyond Control: Unforeseen external events or market fluctuations outside the reasonable scope of our services significantly impacted the outcome.
7. Good Faith
In this policy, good faith refers to a genuine commitment to act honestly, fairly, and with integrity in all matters related to the policy’s objectives and provisions. It involves conducting oneself transparently and with due regard for the interests of all parties involved. Acting in good faith means making decisions and taking actions that align with the policy’s spirit and objectives.
8. Severability
If any provision of this Policy is found to be invalid or unenforceable, that provision will be struck, and the remaining provisions will remain in full force and effect.
