These terms apply only to transactions for which Shadow enables platform-processed payments in Malaysia. They supplement Shadow's general Terms of Service. If there is any inconsistency, these terms apply to the Malaysia payment-enabled transaction to the extent of that inconsistency.
1. Scope
At the time of publication, Shadow's platform-processed payments are intended for Malaysia-enabled use cases unless Shadow states otherwise in the product.
These terms govern:
- platform-collected payments;
- fees, taxes, and displayed totals;
- cancellations and refunds for paid transactions;
- payout eligibility for providers; and
- complaint handling relating to paid Malaysia transactions.
2. Price Disclosure
Before a requester confirms a paid transaction, Shadow will generally display the key commercial terms relevant to that transaction, such as:
- the provider-facing price or amount;
- any Shadow fee or commission then applicable;
- any taxes, charges, or deductions then applicable; and
- the total amount payable by the requester.
The amount displayed at the relevant confirmation step controls for that transaction unless Shadow clearly states otherwise.
3. Fees
Shadow may charge platform fees, commissions, processing-related charges, or other transaction-based charges for Malaysia payment-enabled transactions.
Shadow does not need to publish a fixed percentage fee in these legal terms. The current fee structure may vary by transaction type, feature set, promotion, provider category, payment method, or future market rollout, and will be governed by the amount shown in the product flow at the time of confirmation.
4. Taxes
Displayed totals may include or exclude SST, VAT, GST, withholding tax, indirect tax, or similar taxes depending on the legal structure of the transaction and applicable law.
If Shadow is required to calculate, collect, remit, or report any tax, Shadow may:
- show the tax separately;
- include it within the total shown to the user; or
- adjust settlement and payout calculations accordingly.
Providers remain responsible for their own income tax, business registration, invoicing, and other tax obligations arising from their earnings unless applicable law requires otherwise.
5. Payment Processing
When a requester accepts an eligible paid offer, Shadow or its payment partner may authorise, collect, capture, hold, reverse, refund, or otherwise process the transaction through the platform.
Shadow may require successful payment authorisation, stored payment method validation, additional authentication, or fraud review before allowing the transaction to proceed.
6. Cancellations Before Work Starts
If a paid request is cancelled before work starts, Shadow will generally aim for one of the following outcomes:
- release or reversal of any unused authorisation;
- a full refund; or
- another fair outcome if the facts show misuse, repeated bad-faith cancellation, or another transaction-specific rule disclosed in the product flow.
7. Cancellations After Work Starts
Once work has started, refunds are not automatic. Shadow may consider:
- the extent of completion;
- whether the requester changed scope or conditions;
- whether the provider failed to attend, perform, or communicate properly;
- any access, timing, conduct, or safety issue; and
- the platform evidence available.
This may result in no refund, a partial refund, a full refund, or a payout adjustment.
8. Fees on Cancellation or Refund
Some Shadow fees or third-party charges may be non-refundable where the platform has already incurred payment, fraud, support, tax, or operational cost, or where applicable law permits a different outcome. Shadow will not promise that every cancellation produces a full fee refund.
9. Complaints and Disputes
Shadow must make available a complaint channel for electronic trade transactions. Users should raise payment or service complaints as soon as possible through the app or by contacting support@welcomeshadow.com.
For paid Malaysia transactions, Shadow generally expects the issue to be raised no later than the platform's review, confirmation, or acceptance window shown for the request. After a transaction has been treated as accepted, settled, or materially closed out, Shadow may be unable to reverse the platform outcome.
10. Payout Eligibility
Providers must complete all required onboarding, payout, and verification steps before Shadow can release payout.
Shadow may delay, offset, or withhold payout where reasonably required because of:
- an open complaint, dispute, refund, or chargeback;
- verification or account review;
- suspected fraud or policy breach;
- payment partner restrictions;
- missing or incorrect payout details; or
- tax, legal, or regulatory obligations.
Any payout timing displayed in the product is an estimate unless Shadow expressly states that it is guaranteed.
11. Chargebacks and Payment Reversals
If you believe a paid transaction is wrong, contact Shadow first. Unjustified or abusive chargebacks may lead to account action, evidence submission to the payment partner, payout set-off, or recovery steps where lawful.
Effective on 10 June 2026