Return & Refund Policy
Effective Date: [1st September 2025]
This Return & Refund Policy (“Policy”) outlines the terms under which refunds and returns may be processed for products and services purchased via the platform operated by MAF Media Sdn Bhd (Company No. 1619742-M), including its holding company, MAF Holdings, and all affiliated subsidiaries (“we”, “our”, or “us”).
By using our platform, you (“User”) agree to be bound by this Policy. If you are a merchant or influencer, this Policy forms part of your agreement with us.
1. Scope of Policy
This Policy applies to all purchases made by users on the platform, including but not limited to:
• Digital vouchers or promo codes
• Services provided by merchants
• Event or activity bookings
• Physical products, if any (to be clarified upon future rollout)
2. Return & Refund Eligibility
As a general rule, all sales are final, unless one of the following conditions applies:
2.1. Invalid or Unusable Vouchers
A refund may be issued if:
• The voucher code is not working or invalid;
• The voucher cannot be redeemed due to merchant refusal or closure;
• The user did not receive the voucher due to a system error.
2.2. Merchant Service Issues
A refund may be considered if:
• The merchant fails to deliver the promised service or product;
• The user has a confirmed booking, but the merchant cancels without replacement;
• The merchant engages in fraud or misrepresentation.
2.3. Duplicate Charges
If a user is charged multiple times for the same transaction due to a technical error, we will verify and process a refund of the excess amount.
3. Exclusions
Refunds will NOT be granted in the following scenarios:
• Change of mind or personal dissatisfaction with the service;
• Late arrival or no-show for a service or event;
• Misuse or mishandling of voucher codes;
• Promotional or free items.
4. How to Request a Refund
To submit a refund request:
1. Contact our Support Team within 7 days of the transaction.
2. Provide: o Transaction receipt/order ID; o Clear description of the issue; o Any supporting documents (e.g., screenshots, chat records).
You may reach us via:
• Email: [Coming soon]
• In-app support: [Coming soon]
All requests will be reviewed within 5–10 business days. We may require additional information before making a decision.
5. Refund Method & Processing Time
Approved refunds will be processed through the original payment method. If your payment was made via Fiuu (or other third-party processors), the refund will be returned to your linked bank account or e-wallet within 7–14 working days, subject to the payment provider’s processing time.
6. Disputes & Resolutions
If a resolution cannot be reached between the User and the Merchant, the platform may intervene and act as a neutral mediator, with the final decision at our sole discretion.
We reserve the right to suspend or ban users or merchants found abusing refund processes or engaging in fraudulent activity.
7. Merchant Responsibilities
Merchants are fully responsible for:
• Fulfilling orders and services as described;
• Honoring valid vouchers or promo codes;
• Cooperating with our team on refund or dispute cases.
Failure to comply may result in account suspension, delisting, or legal action.
8. Policy Changes
We reserve the right to amend this Policy at any time. Any changes will be published on our platform and take effect immediately unless stated otherwise.
