Last updated: 2 August 2026
1. Purpose and Scope
This Marketplace Compliance Policy ("Policy") explains how MOVO ("we", "us", "our") operates as a platform connecting merchants ("Merchants") with customers ("Customers", "Users"), and how we manage payment facilitation, merchant onboarding, dispute resolution, and regulatory compliance in Malaysia.
This Policy applies to all Merchants and Customers who transact through the MOVO platform.
2. MOVO's Role
MOVO operates as a marketplace and payment facilitator. This means:
- MOVO provides the technology platform that allows Merchants to list and sell products/services to Customers.
- MOVO collects payment from Customers on behalf of Merchants, and subsequently disburses (pays out) the relevant funds to Merchants, less any applicable platform fees or operation fees.
- MOVO is not the seller of record for products or services listed by Merchants; the underlying contract for the sale of goods/services is between the Merchant and the Customer. MOVO's role is limited to facilitating discovery, transaction processing, and payment settlement.
- Where required by Malaysian law, MOVO engages licensed payment service providers/payment gateways to process and hold funds in accordance with applicable regulatory requirements, including any obligations under the Financial Services Act 2013 and relevant Bank Negara Malaysia (BNM) guidelines on payment systems and e-money issuance.
3. Fund Flow
- Payment collection: When a Customer makes a purchase, payment is collected by MOVO (or MOVO's designated licensed payment processing partner) via the payment methods made available on the platform.
- Holding period: Funds collected from Customers are held on a temporary basis to allow for order fulfilment verification, dispute windows, and fraud checks before disbursement.
- Disbursement to Merchants: Once the applicable holding period has passed and no valid dispute has been raised, funds (less applicable fees) are disbursed to the Merchant's registered bank account within 7 business days if there is no complaint from the buyer.
- Fees and operation fees: Any platform fees, transaction fees, or operation fees deducted by MOVO will be clearly disclosed to Merchants prior to onboarding and reflected in transaction statements.
- Segregation of funds: Customer funds held pending disbursement are kept separate from MOVO's own operating funds, in accordance with applicable regulatory requirements.
4. Merchant Onboarding and Verification (KYC)
MOVO maintains a merchant vetting process prior to granting selling access on the platform. This includes:
- Identity verification: Collection and verification of business registration documents (e.g., SSM registration), identification documents of business owners/directors, and proof of business address.
- Business legitimacy checks: Review of the Merchant's business model, product/service offerings, and compliance with applicable licensing requirements (e.g., relevant trade licenses).
- Banking details verification: Confirmation that the bank account provided for payment disbursement belongs to the verified Merchant entity.
- Ongoing monitoring: Merchants may be subject to periodic re-verification, transaction monitoring, and risk assessment to detect fraud, money laundering, or other prohibited activity.
- Right to suspend or terminate: MOVO reserves the right to suspend or terminate a Merchant's account where verification cannot be completed, where false information is provided, or where suspicious activity is detected.
5. Dispute Resolution and Liability
- Buyer-Merchant disputes: Disputes regarding product quality, non-delivery, or service issues are primarily the responsibility of the Merchant to resolve with the Customer. MOVO provides a dispute resolution mechanism to facilitate communication and, where necessary, mediate outcomes including refunds.
- Chargebacks and fraud: In cases of confirmed fraud or unauthorized transactions, MOVO will investigate in cooperation with its payment processing partners and may reverse transactions or withhold disbursement pending investigation.
- Liability allocation: Except as required by law, MOVO's liability is limited to its role as a payment facilitator and platform provider. Merchants remain responsible for the accuracy of product listings, fulfilment of orders, and compliance with consumer protection laws applicable to their goods/services.
- Escalation: Unresolved disputes may be resolved via MOVO customer services, and Customers retain their rights under the Consumer Protection Act 1999 (Malaysia) where applicable.
6. Regulatory Compliance
MOVO is committed to complying with applicable Malaysian laws and regulations relevant to its marketplace and payment facilitation activities, including but not limited to:
- Bank Negara Malaysia (BNM) guidelines on payment systems, e-money, and payment facilitation, where applicable to MOVO's fund-handling activities.
- Anti-Money Laundering, Anti-Terrorism Financing and Proceeds of Unlawful Activities Act 2001 (AMLA) — MOVO conducts risk-based due diligence on Merchants and monitors transactions for suspicious activity.
- Personal Data Protection Act 2010 (PDPA) — governing the collection, use, and storage of Merchant and Customer personal data.
- Consumer Protection Act 1999 — where applicable to transactions facilitated through the platform.
- Companies Commission of Malaysia (SSM) registration requirements for Merchants operating as registered businesses.
MOVO periodically reviews its compliance posture and may engage licensed legal and compliance advisors to ensure its payment facilitation model aligns with evolving regulatory requirements, including assessing whether specific licensing (e.g., as a non-bank e-money issuer or payment system operator) is required as the platform scales.
7. Updates to This Policy
MOVO may update this Policy from time to time to reflect changes in our business practices or applicable law. Material changes will be communicated to Merchants and Customers via hellomovoapp@gmail.com and continued use of the platform after such updates constitutes acceptance of the revised Policy.
8. Contact
For questions regarding this Policy, please contact: customerservice@movo.com.my
