Welcome to Refine Au Sdn Bhd's online trading platform. By accessing and using our platform, you agree to comply with and be bound by the following Terms and Conditions. Please read them carefully before engaging in any transaction.

• "Company" refers to Refine Au Sdn Bhd.
• "Platform" refers to the online trading system operated by Refine Au Sdn Bhd.
• "Customer" refers to any individual or entity that registers and transacts on the Platform.
• "Gold" refers to gold products available for purchase and sale on the Platform.
• “Silver” refers to silver products available for purchase and sale on the Platform.

3.1 Customers must register an account on the Platform to trade gold or silver.
3.2 Customers must provide accurate and up-to-date personal information.
3.3 The Company reserves the right to approve or reject any registration at its sole discretion.
3.4 Customers are responsible for maintaining the confidentiality of their account credentials.

4.1 Customers may place orders to buy or sell gold or silver through the Platform.
4.2 All orders are subject to market availability and real-time pricing.
4.3 The Company reserves the right to cancel or reject any order due to technical errors, price discrepancies, or regulatory concerns.

4.4 Customers may choose to purchase physical ready stock of gold and silver products directly from the Platform.
4.5 Availability is subject to stock levels, which are updated regularly.
4.6 The Platform reserves the right to update, suspend, or discontinue any product listing without prior notice.

5.1 Gold or silver prices are determined based on market fluctuations and will be displayed on the Platform.
5.2 Prices are subject to change without prior notice and will be final at the time of order confirmation.
5.3 Customers can choose to pay a booking fee ranging from a minimum of 20% per booking.
5.4 The remaining balance must be paid within three (3) months from the booking date.
5.5 The Customer may request to extend the payment period up to four (4) times, with each extension lasting three (3) months. If the Customer fails to pay or request an extension within the timeframe, the Company reserves the right to convert the funds previously paid into gold or silver, sell the gold or silver at the prevailing market price, and remit the proceeds to the Customer’s designated bank account.
5.6 The Company reserves the right to cancel orders if payments are not received within the stipulated period.
5.7 All payments must be made through approved payment methods as stated on the Platform.
5.8 The Company is not responsible for any additional fees imposed by financial institutions or payment service providers.

6.1 Purchased gold or silver may be collected at our company or delivered to the Customer, subject to applicable delivery charges.
6.2 Delivery times may vary based on availability and location.

6.3 Small Gold or Silver Orders (e.g., below RM5000): Physical gold or silver is sent directly to the customer's home.

6.4 Large Gold or Silver Orders (e.g., RM5,000 and above): Customers must claim the physical gold or silver at our company by appointment. Please make an appointment by calling our company or emailing us in advance.
6.5 Customers must verify and acknowledge receipt of their gold or silver upon delivery or collection.
6.6 Order confirmation and closing time is before 12:00 pm (Monday – Friday, excluding public holidays). Orders placed after this time will be considered the next business day.
6.7 Confirmed orders will be processed within the next three (3) business working days, excluding Saturdays, Sundays, and public holidays.
6.8 Once processed and packed, delivery lead times are as follows:

• Peninsular Malaysia: 7 – 14 business working days*
• Sabah & Sarawak: 14 – 20 business working days*
  *Delivery times are subject to courier service changes beyond the Company’s control.

6.9 Upon dispatch, the Company will provide Customers with a tracking number to monitor their parcel.

7.1 Customers may sell gold or silver to the Platform at the prevailing market price.

7.2 Prices are based on real-time market conditions and may change without prior notice.

7.3 Only gold or silver purchased through the Platform can be sold back.
7.4 External or unverified gold will not be accepted.
7.5 Customers must submit a sell request through their registered Platform account.

7.6 Once the request is submitted, the transaction becomes final and binding, and a digital confirmation will be provided via the customer’s account or registered email.

7.7 Payment for sold gold or silver will be processed within the stipulated period stated on the Platform.

7.8 Payment will be transferred to the customer’s registered bank account and strictly not to any third-party account.

7.9 The Platform is not responsible for delays caused by banking processes, public holidays, or incorrect customer details.

7.10 The Platform reserves the right to reject, suspend, or amend any sell request in cases of suspected fraud, system errors, or regulatory issues.
7.11 All decisions by the Platform are final and binding.

8.1 Orders cannot be canceled once confirmed, except under exceptional circumstances as determined by the Company (e.g., system errors, duplicate transactions, or regulatory restrictions).
8.2 Refunds will only be processed if an order is canceled by the Company.
8.3 The refund amount will be returned to the Customer via the original payment method or another method agreed upon by both parties.
8.4 Processing times for refunds may vary depending on the financial institution or payment service provider.
8.5 The Company is not liable for any losses incurred due to order cancellations initiated by the Customer.
8.6 Booking fees and partial payments may be converted into gold and sold by the Company, with proceeds remitted to the Customer’s designated bank account in line with Clause 5.5.
8.7 The Company is not responsible for delays or failures in refund processing caused by third-party payment processors or incorrect banking details provided by the Customer.

8.8 Strictly no refund for shipping and handling charges. 

 9.1 Exchanges are strictly limited to gold or silver products purchased directly from the Platform or designated outlets of Refine Au Sdn Bhd.
 9.2 Products are only eligible for exchange if they are physically damaged upon receipt.
 9.3 Customers must provide a clear, continuous video recording of the unboxing process (from unopened parcel to product inspection) as proof of damage.
 9.4 Without valid video proof, the Company reserves the right to reject the exchange request.

9.4.1 Exchange Conditions

• Customers must notify the Company immediately upon receiving the damaged item, and no later than 48 hours from the time of delivery.
• The Customer must bring the damaged product together with the original invoice/proof of purchase to the Company’s head office at:
   1, Jalan Selukat 33/27 Shah Alam Technology Park, Seksyen 33, 40400 Shah Alam, Selangor.
• The Company will inspect and verify the condition of the product before approving any exchange.
• Exchanges are strictly on a one-to-one replacement basis for the same product, subject to stock availability.

9.4.2 Non-Exchangeable Items

• Products without physical damage are not eligible for exchange.
• Products damaged due to mishandling, improper storage, or tampering by the Customer will not be accepted.
  
   

9.4.3 Process of Exchange

• Customers must first contact the Company’s customer service at info@refineau.com.my or 03-55255100 with details and video evidence of the damaged product.
• After initial approval, the Customer must bring the product in person to the Company’s office for inspection.

9.4.4 Liability Disclaimer

• The Company reserves the right to reject any exchange request that does not meet the above conditions.
• The Company shall not be responsible for damages caused by third-party couriers after delivery confirmation, or for claims made without proper video evidence.

10.1 Gold or silver storage starts once the booking fee has been paid.
10.2 Gold or silver is kept safe and insured by the Company.
10.3 If no claim is made after 2 years, gold or silver may be sold and cash returned.

11.1 Customers must ensure that all transactions comply with applicable laws and regulations.
11.2 Customers must not engage in fraudulent, deceptive, or illegal activities on the Platform.
11.3 The Company reserves the right to suspend or terminate accounts involved in suspicious activities.

12.1 The Company shall not be held liable for any losses or damages arising from the use of the Platform.
12.2 All transactions are conducted at the Customer’s own risk.
12.3 The Company does not guarantee uninterrupted access to the Platform and may perform maintenance or updates as necessary.

13.1 The Company reserves the right to amend these Terms and Conditions at any time.
13.2 Customers will be notified of any changes, and continued use of the Platform constitutes acceptance of the updated Terms and Conditions.

14.1 These Terms and Conditions are governed by the laws of Malaysia.
14.2 Any disputes arising from the use of the Platform shall be subject to the exclusive jurisdiction of the courts in Malaysia.

15.1 Registered users who wish to delete their account with Refine Au Sdn Bhd are required to submit a formal request via their registered email address. The request must contain the following particulars:

1. Full Name
2. NRIC / Passport Number
3. Reason for Account Deletion
4. A scanned copy of the NRIC / Passport used during registration

15.2 Upon receipt of the above, Refine Au Sdn Bhd will review and process the request within five (5) working days. All requests must be directed to info@refineau.com.my.

15.3 Refine Au Sdn Bhd reserves the right to request additional information or documentation from the user in order to verify the authenticity of the request and to comply with regulatory requirements.

For any inquiries regarding these Terms and Conditions, please contact us at:

• Email: info@refineau.com.my
• Phone: 03-55255100
• Address: 1, Jalan Selukat 33/27, Shah Alam Technology Park, Seksyen 33, 40400 Shah Alam, Selangor

Effective Date: 11 SEPTEMBER 2025
Last Updated: 11 SEPTEMBER 2025

1. Introduction

Refine Au Sdn Bhd ("we", "us", "our") is committed to ensuring the privacy and protection of personal data of individuals ("you", "your") using our platform for gold trading services. We adhere to the provisions of the Personal Data Protection Act 2010 (PDPA) of Malaysia which governs the collection, processing, and storage of personal data.

This Privacy Policy explains:

• What personal data we collect
• How we collect and process it
• The purposes for which we use it
• To whom it may be disclosed
• Your rights under the PDPA

2. Scope

This policy applies to all users of our platform, including website visitors, registered users, and customers using our mobile app, customer service, or partner portals.

3. What Personal Data We Collect

3.1 Identification Data

• Full legal name
• National Registration Identity Card (NRIC) number or passport number
• NRIC/Passport photos (front and back)
• Selfie or biometric image for facial verification
• Date of birth
• Gender
• Nationality

3.2 Contact Details

• Residential address (as per NRIC or proof of address)
• Email address
• Mobile phone number
• Emergency contact details (if required)

3.3 Financial Information

• Bank account details (for payments and withdrawals)
• Transaction records (amount, time, reference ID)
• Tax identification number (if applicable)

3.4 Technical and Usage Information

• Device identifiers (IP address, device model, operating system)
• Geolocation data (if you enable location services)
• Browser type, access time, and pages viewed
• Log files and metadata

4. How We Collect Your Personal Data

• When you register and create an account on our platform
• When you upload documents for identity verification
• When you conduct gold transactions
• Through cookies and other automated technologies
• From third-party KYC/AMLA service providers
• From publicly available sources or authorities (for verification)

5. Purposes for Processing Personal Data

We process your personal data for the following primary and secondary purposes:

5.1 Primary Purposes

• To establish your identity and verify authenticity of documents
• To process buy and sell gold transactions
• To comply with Anti-Money Laundering (AMLA), Counter Financing of Terrorism (CFT), and Know-Your-Customer (KYC) obligations
• To maintain legal and regulatory compliance
• To fulfill contractual obligations

5.2 Secondary Purposes

• To send account-related notices and updates
• To provide customer service and dispute resolution
• To personalize and improve user experience
• For business analytics and product development
• To inform you about changes in our policies or services

6. Legal Basis for Processing

We only process your personal data where there is a legal basis, such as:

• Your consent (explicitly provided for document uploads and identity verification)
• Performance of a contract (e.g., executing your transaction request)
• Legal obligation (compliance with AMLA laws)
• Legitimate interests (to protect against fraud and misuse of the platform)

7. Disclosure of Your Personal Data

We may disclose your data to the following categories of recipients:

7.1 Internal Parties

• Employees (only those who require access for their role)
• Compliance officers and auditors

7.2 External Parties

• Government agencies (e.g., Bank Negara Malaysia, Royal Malaysian Police)
• Third-party KYC and identity verification providers
• Payment gateway providers and financial institutions
• Legal, tax, and regulatory consultants
• IT service and cloud hosting providers

All third parties are bound by strict confidentiality and data processing agreements in line with PDPA requirements.

8. International Transfers

If personal data is transferred outside Malaysia, we ensure:

• The receiving country has adequate data protection laws; or
• Your explicit consent is obtained; or
• A binding contract ensures the recipient complies with PDPA standards

9. Data Retention Policy

We retain your personal data:

• For as long as your account remains active
• As required by AML regulations (typically 6–7 years)
• Until legally permissible for audit, litigation, or tax purposes

Data that is no longer needed is securely deleted or anonymized.

10. Data Security Measures

We adopt industry-standard safeguards to protect your data:

• End-to-end encryption during data transmission
• Secure data storage with restricted access
• Regular vulnerability testing and security audits
• Multi-factor authentication (MFA) for admin access
• Logging and monitoring of all data access activities

11. Your Rights Under the PDPA

You have the following rights, subject to PDPA conditions:

• Right to Access – Request a copy of your personal data
• Right to Correction – Request correction of inaccurate or incomplete data
• Right to Withdraw Consent – Withdraw your consent to data processing
• Right to Prevent Processing for Direct Marketing
• Right to Complain – Lodge a complaint with the Personal Data Protection Department (JPDP)

To exercise these rights, please contact our Data Protection Officer (details below).

12. Use of Cookies and Tracking

We use cookies to:

• Maintain user session and login status
• Analyze traffic and user behavior
• Store preferences

You can disable cookies via browser settings, but some features may be limited.

13. Children’s Data

Our platform is not intended for individuals under the age of 18. We do not knowingly collect data from minors without verifiable parental consent.

14. Updates to This Policy

We may revise this policy to reflect changes in legal or operational requirements. You will be notified via email or platform notification when significant updates occur.

15. Contact Us

If you have any questions about this Privacy Policy, or wish to exercise your rights, please contact:

Name : Mr Hoong
Company Name : Refine Au Sdn Bhd
Company Address : 1, Jalan Selukat 33/27 Shah Alam Technology Park, Seksyen 33, 40400 Shah Alam, Selangor
Email: info@refineau.com.my
Phone: +6011-19999 755

Tarikh Berkuat Kuasa: 11 SEPTEMBER 2025
Kemaskini Terakhir: 11 SEPTEMBER 2025

Refine Au Sdn Bhd ("kami", "kita", "milik kami") komited untuk melindungi data peribadi anda selaras dengan Akta Perlindungan Data Peribadi 2010 (PDPA). Dasar Privasi ini menerangkan bagaimana kami mengumpul, memproses, menggunakan, dan melindungi data peribadi anda apabila anda menggunakan platform kami untuk jual beli emas.

1. Pengenalan

Dasar ini merangkumi semua pengguna platform kami termasuk pengguna laman web, aplikasi mudah alih, dan perkhidmatan pelanggan.

2. Data Peribadi yang Kami Kumpul

2.1 Maklumat Pengenalan

• Nama penuh (seperti dalam NRIC atau pasport)
• Nombor Kad Pengenalan (NRIC) atau pasport
• Gambar Kad Pengenalan (depan dan belakang)
• Gambar swafoto untuk pengesahan identiti
• Tarikh lahir, jantina, dan kewarganegaraan

2.2 Maklumat Perhubungan

• Alamat kediaman
• Nombor telefon bimbit
• Alamat e-mel

2.3 Maklumat Kewangan

• Maklumat akaun bank
• Rekod transaksi
• Nombor cukai pendapatan (jika berkenaan)

2.4 Maklumat Teknikal & Penggunaan

• Alamat IP
• Jenis peranti dan pelayar
• Lokasi geografi (jika diaktifkan)
• Log akses dan aktiviti pengguna

3. Cara Kami Mengumpul Data Peribadi Anda

• Apabila anda mendaftar akaun
• Apabila anda melakukan transaksi emas
• Melalui penyedia perkhidmatan pihak ketiga (contoh: KYC, e-KYC)
• Melalui kuki dan teknologi penjejakan
• Melalui pangkalan data umum atau pihak berkuasa jika perlu

4. Tujuan Pemprosesan Data Peribadi

Tujuan Utama

• Pengesahan identiti (KYC/eKYC)
• Pemprosesan pembelian dan penjualan emas
• Pematuhan dengan undang-undang Anti-Pengubahan Wang Haram (AMLA)
• Pelaksanaan kontrak jual beli

Tujuan Sekunder

• Memberi khidmat pelanggan
• Memberi makluman akaun dan transaksi
• Meningkatkan pengalaman pengguna
• Menyediakan bahan pemasaran (dengan kebenaran)

5. Asas Perundangan

Kami memproses data peribadi anda berdasarkan:

• Persetujuan anda
• Pelaksanaan kontrak
• Pematuhan undang-undang
• Kepentingan sah (legitimate interest)

6. Pendedahan Maklumat Peribadi

Kami boleh berkongsi data anda dengan:

• Badan kerajaan (contoh: Bank Negara Malaysia, PDRM)
• Penyedia perkhidmatan KYC/eKYC
• Penyedia sistem pembayaran
• Juruaudit, penasihat undang-undang, pembekal teknologi

Setiap pihak ketiga terikat dengan perjanjian sulit dan pematuhan PDPA.

7. Pemindahan Data ke Luar Negara

Sekiranya data anda dipindahkan ke luar Malaysia, kami akan memastikan:

• Negara tersebut mempunyai undang-undang perlindungan data yang setara; atau
• Anda memberi persetujuan jelas; atau
• Perjanjian pemindahan data yang sah dilaksanakan

8. Tempoh Penyimpanan Data

Kami akan menyimpan data anda:

• Selagi akaun anda aktif
• Untuk tempoh minimum yang dikehendaki oleh undang-undang (contoh: 7 tahun bagi pematuhan AMLA)
• Selepas itu, data akan dipadam atau dinyahidentiti secara selamat

9. Keselamatan Data Peribadi

Kami mengambil langkah keselamatan termasuk:

• Penyulitan (encryption) semasa pemindahan data
• Akses terhad kepada staf yang dibenarkan sahaja
• Pematuhan kepada piawaian keselamatan IT dan audit berkala

10. Hak Anda di bawah PDPA

Anda berhak untuk:

• Mengakses data peribadi anda
• Membetulkan maklumat yang tidak tepat
• Menarik balik persetujuan (tertakluk kepada syarat tertentu)
• Membantah pemprosesan untuk pemasaran langsung
• Membuat aduan kepada Jabatan Perlindungan Data Peribadi (JPDP)

Untuk mengemukakan permintaan, sila hubungi Pegawai Perlindungan Data kami.

11. Kuki dan Penjejakan

Kami menggunakan kuki untuk:

• Mengurus sesi log masuk
• Menganalisis trafik laman web
• Menyesuaikan pengalaman pengguna

Anda boleh menyahaktifkan kuki melalui tetapan pelayar anda.

12. Perlindungan Kanak-Kanak

Platform kami tidak ditujukan kepada individu di bawah umur 18 tahun. Kami tidak mengumpul data kanak-kanak secara sengaja.

13. Perubahan kepada Dasar Ini

Kami boleh mengemaskini Dasar Privasi ini dari semasa ke semasa. Sebarang perubahan akan diumumkan melalui platform kami.

14. Hubungi Kami

Untuk pertanyaan atau permintaan berkenaan Dasar Privasi ini, sila hubungi:
Nama: Encik Hoong
E-mel: info@refineau.com.my
Telefon: +6011-19999 755
Alamat: 1, Jalan Selukat 33/27 Shah Alam Technology Park, Seksyen 33, 40400 Shah Alam, Selangor

15. Bahasa Dasar

Dasar ini disediakan dalam Bahasa Malaysia dan Bahasa Inggeris. Sekiranya terdapat percanggahan, versi Bahasa Inggeris akan diguna pakai.

16. Persetujuan

Dengan menggunakan platform kami, anda bersetuju terhadap pengumpulan dan pemprosesan data peribadi anda sebagaimana yang dinyatakan dalam Dasar Privasi ini.