Pukunui Plugin Subscription Terms & Support Policy

Effective date: 13 August 2026

These terms apply to paid plugins supplied by Pukunui Sdn Bhd (“Pukunui”, “we”, “us” or “our”) through the Moodle Marketplace.

By purchasing or renewing a Pukunui plugin subscription through the Moodle Marketplace, you (“Customer” or “you”) agree to these terms.

Pukunui is an independent provider of products and services for Moodle LMS. Unless expressly stated otherwise, Pukunui Marketplace plugins are not endorsed, sponsored or certified by Moodle Pty Ltd.

1. Products and subscriptions

Pukunui provides plugins and related software designed for use with Moodle LMS.

Unless otherwise stated on the relevant Moodle Marketplace listing, paid Pukunui plugins are supplied on an annual subscription basis.

An active subscription provides access to the services associated with the purchased plugin, including:

current plugin releases;
updates and improvements released during the subscription period;
bug fixes and security fixes;
compatibility updates for supported Moodle versions;
product documentation; and
technical support as described in these terms.

The features, price and supported Moodle versions for each plugin are shown on its Moodle Marketplace listing.

2. Software licence

Each Pukunui plugin is provided under the software licence identified in the applicable Moodle Marketplace listing and plugin files.

Where a plugin is licensed under the GNU General Public License (“GPL”), your rights to use, copy, modify and redistribute the software are governed by that licence.

The Pukunui subscription relates to the provision of updates, maintenance, downloads and support. It does not replace or restrict rights granted under the applicable open-source software licence.

If a subscription expires or is cancelled, your rights to software already received continue in accordance with its applicable software licence.

3. Pricing, payment and renewal

Subscription prices, currencies and applicable taxes are displayed through the Moodle Marketplace before purchase.

Payments are processed through the payment facilities provided by the Moodle Marketplace and its payment providers.

Pukunui does not directly collect or store payment-card information processed through those services.

Subscriptions are valid for the subscription period shown at purchase, normally twelve months.

Renewal arrangements, including whether renewal occurs automatically or requires a new payment, are governed by the options presented through the Moodle Marketplace at checkout and within the Customer’s Marketplace account.

Prices may change for future subscription periods. Any changed price will apply from a subsequent renewal and will not be applied retrospectively to a subscription period already paid for.

4. Digital delivery

Products are supplied digitally through the Moodle Marketplace.

No physical product will be supplied.

After successful payment, the applicable plugin will be made available through the Marketplace in accordance with the Marketplace’s delivery process.

Customers are responsible for maintaining access to their Moodle Marketplace account and for securely storing appropriate copies of downloaded software.

5. Cancellation and expiry

A Customer may cancel future renewal of a subscription using the facilities provided through the Moodle Marketplace or its payment provider.

Cancellation does not normally result in a refund for a subscription period that has already begun.

When a subscription expires:

access to Pukunui support for that product ends;
entitlement to new releases and updates ends;
entitlement to maintenance and compatibility updates ends; and
other subscription services associated with the product end.

Expiration does not remotely disable an installed plugin and does not revoke rights already granted under the applicable software licence.

A new subscription may be purchased to regain access to current releases, updates, maintenance and support.

6. Refunds

Because Pukunui plugins are digitally supplied software products, payments are generally non-refundable once the product has been made available.

However, Pukunui will consider a refund where:

a duplicate or incorrect charge has occurred;
the product has a critical, reproducible defect that prevents its advertised core functionality from operating in a supported environment; and
Pukunui is unable to provide a correction or reasonable workaround after being given a reasonable opportunity to investigate the problem.

Refunds will not normally be provided where:

the Customer changes their mind;
the Customer did not confirm compatibility before purchase;
the Customer is using an unsupported Moodle, PHP or infrastructure version;
the issue is caused by another plugin, theme, customisation or third-party service;
the plugin has been modified by the Customer or another party; or
the Customer no longer requires the product.

Nothing in these terms limits any consumer, statutory or other rights that cannot legally be excluded.

Refund requests should be submitted to support.my@pukunui.com and should include the relevant Marketplace order or transaction reference.

7. Technical support

Technical support is included while the Customer has an active subscription.

All support requests should be submitted to:

support.my@pukunui.com

Support is intended primarily for Moodle administrators and authorised technical contacts responsible for the Moodle installation.

Pukunui provides support on Malaysian business days, excluding Malaysian public holidays.

Support requests may be submitted at any time.

Response and resolution targets depend on Pukunui receiving sufficient information to reproduce and investigate the issue.

8. Support priorities and response targets

Support requests are prioritised according to their impact.

Priority I — Critical

A Priority I issue is one where a Pukunui plugin:

causes a production Moodle site to become unavailable or consistently fail to respond;
causes a serious security issue requiring urgent intervention; or
prevents the plugin’s core advertised functionality from operating, with no reasonable workaround available, and substantially prevents normal use of the system.

For Priority I issues:

Pukunui will acknowledge the issue on the same business day where reasonably practicable.
By the next business day, Pukunui will assign staff to investigate the issue and communicate the steps being taken.
Pukunui will use best efforts to provide a solution or reasonable workaround as promptly as possible.

Priority II — Major

A Priority II issue is a reproducible defect that prevents significant plugin functionality from working as intended and substantially and adversely affects use of the plugin, but does not make the overall Moodle site unavailable.

For Priority II issues:

By the next business day, Pukunui will acknowledge the issue.
Within five business days, Pukunui will assign staff to investigate and communicate its assessment.
Pukunui will communicate relevant progress through the support request.
Pukunui will use best efforts to provide a solution or reasonable workaround within one week where practicable, or otherwise as promptly as reasonably possible.

Priority III — Normal

A Priority III issue is a reproducible defect or support issue that does not seriously affect the overall operation or use of the plugin.

For Priority III issues:

By the next business day, Pukunui will acknowledge the issue.
Within five business days, Pukunui will assign staff to investigate and communicate its assessment.
Pukunui will communicate relevant progress through the support request.
Pukunui will use reasonable efforts to provide a solution or reasonable workaround within three weeks where practicable, or otherwise as promptly as reasonably possible.

These targets describe Pukunui’s intended support response. They are not guaranteed resolution times.

Complex issues may require additional investigation, testing or development.

Critical security issues and serious defects preventing normal use of a supported product will be prioritised.

9. What support includes

Standard subscription support includes reasonable assistance with:

plugin installation;
standard plugin configuration;
explaining documented plugin functionality;
diagnosing reproducible plugin defects;
compatibility with supported Moodle versions;
problems encountered when updating the plugin;
verified security vulnerabilities; and
identifying whether an issue originates from the Pukunui plugin or another component of the Customer’s environment.

Where appropriate, resolution may include:

configuration guidance;
documentation;
a workaround;
a software correction;
a plugin update; or
inclusion of a correction in a future release.

10. What support does not include

Standard subscription support does not include:

general Moodle administration;
Moodle hosting or server administration;
custom development;
development of new features;
modification or customisation of the plugin;
custom theme or CSS work;
data migration or data repair;
training or consultancy;
custom integration development;
modification or correction of third-party plugins;
support for unsupported Moodle or PHP versions;
performance tuning of the wider Moodle environment;
disaster recovery;
restoration of Customer backups;
intervention with third-party service providers;
issues caused by Customer or third-party modifications; or
guaranteed 24/7 or emergency support.

Pukunui may separately quote for services outside the standard subscription support scope.

11. Support information required

Customers should provide sufficient information for Pukunui to reproduce and investigate an issue.

This may include:

plugin name and version;
Moodle version;
PHP version;
relevant error messages;
relevant logs;
steps required to reproduce the issue;
expected behaviour;
actual behaviour; and
relevant configuration or diagnostic information.

Customers should not include passwords, private keys, access tokens or other credentials in ordinary support requests.

Pukunui may ask the Customer to reproduce an issue using an unmodified version of the plugin or within a supported Moodle environment.

If sufficient information is not available to investigate an issue, applicable support-response targets may be paused until the required information is provided.

12. Compatibility and maintenance

Each Pukunui plugin supports the Moodle versions identified on its current Marketplace listing.

Pukunui will make reasonable efforts to maintain actively subscribed products for their stated supported Moodle versions.

Compatibility with a newly released Moodle version should not be assumed until that Moodle version is identified as supported.

Support for older Moodle versions may end when those Moodle versions reach the end of their supported lifecycle or where continued maintenance is no longer reasonably practicable.

An active subscription does not guarantee:

compatibility with every future Moodle or PHP release;
compatibility with every third-party plugin;
compatibility with every Moodle theme;
compatibility with every hosting or infrastructure configuration;
implementation of requested features; or
a particular release date for future versions.

Customers should confirm compatibility before upgrading a production Moodle environment.

13. Pukunui-hosted and managed Moodle sites

A Marketplace subscription provides support and maintenance for the applicable Pukunui plugin.

Where the plugin is installed on a Moodle site hosted, supported or managed by Pukunui, installation and deployment remain subject to the Customer’s applicable hosting, support, change-management and operational arrangements with Pukunui.

Purchase of a Marketplace subscription does not itself authorise changes to a Pukunui-managed production environment outside those processes.

For the purposes of Pukunui’s policies relating to third-party Moodle plugins, a plugin developed and maintained by Pukunui and covered by an active Pukunui Marketplace subscription is not treated as an unsupported third-party plugin.

Support for such a plugin is governed by these Plugin Subscription Terms & Support Policy.

Other third-party plugins remain subject to Pukunui’s applicable third-party plugin policies and any separate Moodle hosting or support agreement.

14. Third-party products and services

Some Pukunui plugins may integrate with third-party products, APIs or services.

Unless expressly stated otherwise, a Pukunui subscription does not include fees, licences or subscriptions required by those third parties.

Pukunui cannot guarantee the continued availability, compatibility or behaviour of third-party services outside Pukunui’s control.

Where an issue originates from a third-party product or service, Pukunui may provide reasonable diagnostic assistance but is not responsible for correcting that third-party product or service.

15. Customer responsibilities

Customers are responsible for:

confirming that a plugin meets their requirements;
confirming Moodle and PHP compatibility;
maintaining appropriate system and database backups;
testing plugins and updates before deploying them to production;
maintaining and securing their Moodle environment;
following installation and configuration documentation;
ensuring that required Moodle cron and other scheduled processes are operating correctly;
maintaining supported versions of relevant software and infrastructure; and
ensuring compliance with applicable laws, policies and organisational requirements.

Pukunui recommends testing plugin installation and upgrades in a non-production environment before deploying changes to a live Moodle site.

Pukunui is not responsible for losses arising from a Customer’s failure to maintain appropriate backups or testing procedures.

16. Modifications

Customers may modify Pukunui plugins to the extent permitted by the applicable software licence.

However, Pukunui cannot guarantee support for modified versions.

Where a modification may be responsible for a reported problem, Pukunui may require the Customer to reproduce the issue using the standard Pukunui version before treating it as a product defect.

Support does not include maintaining Customer-specific modifications unless separately agreed.

17. Security

Potential security vulnerabilities affecting a Pukunui Marketplace plugin should be reported privately to:

support.my@pukunui.com

The subject of the message should clearly identify the report as a security issue.

Customers should avoid publicly disclosing an unpatched security vulnerability before Pukunui has had a reasonable opportunity to investigate and address it.

Pukunui will prioritise verified security vulnerabilities affecting currently supported plugin versions and will make reasonable efforts to provide an appropriate fix or mitigation.

Customers are responsible for applying relevant security updates within a reasonable period after release.

18. Feature requests

Pukunui welcomes suggestions and feature requests.

A feature request may be considered for a future product release but does not create an obligation to:

implement the requested feature;
include it in a particular release;
provide a delivery date; or
include Customer-specific requirements within the standard subscription price.

Customer-specific functionality may be separately scoped and quoted as custom development.

19. Data protection and privacy

Pukunui may process Customer contact, transaction and technical support information for purposes including:

administering subscriptions;
providing support and maintenance;
communicating about purchased products;
investigating technical problems;
improving product quality; and
meeting legal, accounting or regulatory obligations.

Where a Pukunui plugin itself stores, accesses or processes personal data within Moodle, the applicable plugin documentation will describe relevant functionality where required.

The Customer remains responsible for determining how a plugin is configured and used within its Moodle environment and for meeting its own privacy, data-protection and regulatory obligations.

20. Intellectual property and trademarks

Copyright and other intellectual-property rights in Pukunui-developed software and materials remain with Pukunui or their respective licensors, subject to rights granted under the applicable software licence.

Nothing in these terms transfers ownership of Pukunui intellectual property to the Customer.

Open-source components remain subject to their respective licences.

The word Moodle and associated Moodle logos are trademarks or registered trademarks of Moodle Pty Ltd or its related affiliates.

Pukunui’s development or sale of a plugin for Moodle LMS does not by itself imply endorsement, certification or sponsorship by Moodle Pty Ltd.

21. Warranty

To the maximum extent permitted by applicable law, Pukunui plugins and associated services are provided on an “as is” and “as available” basis.

Pukunui does not warrant that a plugin will:

operate without interruption or error;
meet every Customer requirement;
be compatible with unsupported software or configurations;
be compatible with every third-party product or service; or
remain unaffected by future changes to Moodle or third-party systems.

Nothing in these terms excludes warranties or rights that cannot lawfully be excluded.

22. Limitation of liability

To the maximum extent permitted by applicable law, Pukunui will not be liable for indirect, incidental, special or consequential loss arising from the use of, or inability to use, a plugin or associated service.

This includes, where legally permitted, loss of:

profits;
revenue;
business opportunity;
goodwill; or
data.

Pukunui is not responsible for loss caused by:

unsupported environments;
incorrect installation or configuration;
Customer or third-party modifications;
third-party software or services;
failure to maintain appropriate backups;
failure to test updates before production deployment; or
circumstances outside Pukunui’s reasonable control.

Where Pukunui’s liability cannot otherwise be excluded, Pukunui’s aggregate liability relating to a particular subscription will be limited to the amount paid by the Customer for that subscription during the twelve months immediately preceding the event giving rise to the claim.

Nothing in these terms excludes or limits liability that cannot legally be excluded or limited.

23. Suspension of subscription services

Pukunui may suspend support, maintenance or future download access where:

payment is overdue, reversed or refunded;
the Customer materially breaches these terms;
continued provision of the service would be unlawful; or
the Customer materially abuses or misuses Pukunui’s support services.

Where reasonably practicable, Pukunui will give the Customer an opportunity to remedy a breach before suspension.

Suspension of subscription services does not revoke software rights already granted under the applicable software licence.

24. Changes to these terms

Pukunui may update these terms from time to time.

Updated terms will be published on the Pukunui website.

Material changes affecting an active subscription will, where reasonably appropriate, apply from the next renewal rather than retrospectively during a subscription period already paid for.

Changes to these terms will not retrospectively remove rights already granted under an applicable software licence.

25. Governing law

These terms are governed by the laws of Malaysia.

The parties submit to the jurisdiction of the courts of Malaysia, subject to any mandatory consumer, statutory or jurisdictional rights that apply to the Customer.

26. Contact

Pukunui Sdn Bhd
Registration No. 201301007304 (1037144-X)

Level 13A, Wisma Mont Kiara
No. 1 Jalan Kiara
Mont Kiara
Kuala Lumpur 50480
Malaysia

Telephone: +60 3-8408 1894
Support: support.my@pukunui.com
General enquiries: hello.my@pukunui.com
Website: https://pukunui.com/

The word Moodle and associated Moodle logos are trademarks or registered trademarks of Moodle Pty Ltd or its related affiliates. Pukunui is independent from Moodle Pty Ltd except where an applicable relationship is expressly stated.

Policy: Moodle Marketplace