Terms of Service

1. About these terms

Hirevia is operated by [company name] Sdn. Bhd. (registration no. [to be added]), [registered address] ("Hirevia", "we", "us"). These terms are an agreement between you and us whenever you use the Hirevia website or app.

By creating an account or making a booking you agree to these terms and to our Privacy Notice. You must be at least 18 years old and able to enter into a binding contract.

These terms are available in English, Bahasa Melayu and Chinese. If the versions differ, the English version applies.

2. What Hirevia does

Hirevia is a marketplace. We help clients find freelancers, agree on work and pay safely. The contract for the work itself is between the client and the freelancer; Hirevia is not a party to it and does not employ freelancers.

Freelancers are independent and decide how, when and for whom they work, and what they charge. We check some information (for example verified reviews and, where offered, identity checks) but we do not guarantee the quality of any freelancer's work. Our escrow and problem-report process is how we help when something goes wrong.

3. Your account

• One person, one account. The same account can hire and work; you switch between client and freelancer views.
• Give accurate information and keep it up to date, including your name, phone number and, for freelancers, your services and prices.
• Keep your sign-in details safe. You are responsible for activity on your account. Tell us at once if you think someone else has used it.
• We may ask you to verify your identity (for example with MyKad) before certain actions, such as your first withdrawal.

4. Bookings, quotes and contracts

A client can book a freelancer's package, accept a quote, or hire a freelancer who answered a job post. When the client confirms, a contract forms between the client and the freelancer on the terms shown: the work, price, date, payment terms and cancellation policy.

Each freelancer chooses the payment terms for their work: full payment before starting, a deposit before starting with the balance later, or payment after the work. An unpaid booking holds the time slot for 30 minutes and is then released.

Where work starts before full payment, the unpaid amount becomes an invoice with a due date. A client who does not pay an invoice on time gets reminders and may receive strikes, and we may share the booking record with the freelancer to support a claim.

5. Payments and escrow

Clients pay through Hirevia using our payment partner Revenue Monster (FPX online banking, cards and e-wallets). Prices are in Malaysian ringgit unless shown otherwise.

Money paid for work is held by Hirevia ("escrow") and is not passed to the freelancer until the work is done. It is released when the client approves the delivered work, or automatically 7 days after the freelancer marks the work delivered if the client has not approved it or reported a problem.

Held money does not earn interest. Paying a freelancer outside Hirevia for work found on Hirevia means you lose escrow protection and is against these terms (see section 10).

6. Fees

• Clients pay a service fee of 3% of the price, shown at checkout before you pay.
• Freelancers pay a commission on what they earn from each client: 10% on the first RM2,000 with that client, 7% up to RM10,000, and 5% above that.
• Freelancer Pro costs RM19 a month and lowers each commission rate by 1 percentage point.
• Founding members (the first 500 freelancers to go live) pay no commission for their first 3 months and get Pro free for 6 months. The client service fee still applies.

Fees are deducted when money is released from escrow. Fees may include sales and service tax where it applies. We will give at least 14 days' notice before raising any fee; changes never affect bookings already confirmed.

7. Freelancer Pro

Pro is a monthly subscription that renews automatically. We remind you 24 hours before each renewal. You can turn off renewal at any time; Pro then stays active until the end of the month you paid for. Except where the law requires, we do not refund part-months.

8. Cancellations and refunds

Each freelancer picks one of three cancellation policies, shown on their profile and at checkout. If the client cancels, the refund of what they have paid depends on how long before the start time they cancel:

• Flexible: full refund more than 24 hours before; no refund after that.
• Moderate: full refund more than 48 hours before; 50% between 48 and 24 hours; no refund within 24 hours.
• Strict: full refund more than 7 days before; 50% between 7 days and 48 hours; no refund within 48 hours.

If the freelancer cancels, or we cancel a booking (for example after a suspension), the client gets a full refund.

The amounts kept under these policies are a fair estimate of the freelancer's loss from a late cancellation (time set aside and other work turned down). They are not a penalty. If you think the amount is unreasonable in your case, report a problem and we will review it.

Refunds go back to the original payment method. Depending on your bank or e-wallet, they can take up to 14 working days to arrive.

9. Freelancer earnings and withdrawals

Released earnings stay pending for a short time before you can withdraw them: 7 days for your first 5 completed jobs, then 5 days (3 days with Pro). This protects clients against chargebacks and fraud.

You can withdraw RM50 or more to a Malaysian bank account in your name. Withdrawals up to RM2,000 are normally approved automatically; larger or unusual withdrawals are checked by our team first.

We may hold earnings while we investigate a dispute, a chargeback, suspected fraud, or a breach of these terms, and we may use them to pay back money owed to clients or to us.

10. Keeping work and payments on Hirevia

Phone numbers, emails and other contact details are hidden in messages until a booking is confirmed. Do not try to get around this, and do not ask for or accept payment outside Hirevia for work arranged through Hirevia. Attempts lead to strikes (section 14).

11. Reviews

Only a client and freelancer who completed a booking through Hirevia can review each other, within 14 days of completion. Reviews stay hidden until both have reviewed or the time is up, so neither side can react to the other's review. You can edit your review within 48 hours, and the person reviewed can post one public reply.

Reviews must be honest and about the booking. We keep honest negative reviews. We only remove reviews that are vulgar or abusive, share personal information, are off-topic, are fake, or were written to pressure someone (for example a threat of a bad review unless given a refund).

Do not write reviews for yourself or people you know, pay for reviews, or offer anything in return for a review or for changing one.

12. Your content

You keep ownership of what you post: profile text, portfolio, messages, reviews and files. You give Hirevia a non-exclusive, royalty-free licence to host, show, resize and translate it, and to use your public profile and portfolio to promote Hirevia, for as long as it stays on Hirevia.

Only post work you created or have permission to show. Profiles, reviews and posts are checked automatically for abusive language and may be held for review by our team before they appear.

Ownership of work delivered to a client is agreed between the client and the freelancer. If nothing else is agreed, the client may use the delivered work for the purpose it was ordered for once it is paid in full.

13. Problems and disputes

Either side can report a problem with a booking. The money still held for it is frozen. Both sides give their account and evidence (such as photos, documents and the time and place). The other side has 72 hours to respond, and you can make offers to settle it yourselves.

If you cannot agree within 5 days, either side can ask Hirevia to decide. Our team looks at both sides' evidence and the booking record (messages, files, payments, check-ins) and decides how the held money is split, with written reasons. You can appeal once, within 7 days.

Our decision only covers money held on Hirevia. It does not stop either side from using their legal rights, including the Tribunal for Consumer Claims Malaysia or the courts.

Reports must be truthful. Fake evidence or knowingly false reports are a severe breach (section 14).

14. Strikes and account actions

Breaking these terms can earn strikes. Strikes add up and each step has a consequence:

• 1 point: warning.
• 2 points: lower in search results for 30 days and badges removed.
• 3 points: account suspended for 7 days.
• 4 points: account suspended for 30 days.
• 5 points, or any severe breach (fraud, theft, threats, sexual harassment, fake evidence): permanent ban, and we may block the identity details used from signing up again.

Strikes expire after 12 months. You are told the reason for each strike and can appeal within 7 days from your account health page.

15. What you must not do

• Break the law, or offer illegal services, adult services, gambling, weapons or drugs.
• Harass, threaten, discriminate against or abuse anyone.
• Scam, misrepresent yourself, or create fake accounts, listings, portfolios or reviews.
• Misuse another person's files, data or accounts.
• Spam, scrape the site, or interfere with how it works or its security.

16. Taxes and e-invoices

Freelancers are responsible for their own income tax and any other taxes on their earnings. As required by the Inland Revenue Board (LHDN), Hirevia may issue e-invoices for its fees and self-billed e-invoices for freelancers' earnings through MyInvois. Please keep your tax details accurate.

17. AI features

Hirevia uses AI to translate messages, suggest replies, help write job posts and quotes, understand searches and sort support tickets. AI can make mistakes: check suggestions before you send them. You are responsible for what you send, and the original message is always available.

18. Our responsibility to you

We work to keep Hirevia available and secure, but we cannot promise it will always be uninterrupted or error-free.

To the extent the law allows, Hirevia is not liable for the work, conduct or no-show of a client or freelancer, or for indirect losses such as lost profits. Our total liability to you for any claim is limited to the fees you paid to Hirevia in the 12 months before the claim. This does not limit money we hold for you, or any rights you have under the Consumer Protection Act 1999 or other laws that cannot be excluded.

You agree to cover losses Hirevia suffers because you broke these terms or the law.

19. Suspending or closing accounts

You can ask us to close your account at any time through support once you have no bookings in progress or money pending. We may suspend or close an account under section 14, or straight away to prevent fraud or harm. Money that is properly yours will still be paid out, less any amounts owed.

20. Changes to these terms

We may update these terms. For important changes we will tell you by email or in the app at least 14 days before they apply. If you keep using Hirevia after that, the new terms apply. Bookings already confirmed stay under the terms that applied when they were made.

21. Governing law

These terms are governed by the laws of Malaysia. Disputes go to the courts of Malaysia, or to the Tribunal for Consumer Claims Malaysia where it has jurisdiction.

22. Contact us

Questions about these terms: use the help centre or email [support email]. Post: [company name] Sdn. Bhd., [registered address].