This Refund Policy describes the circumstances under which MyAkaun ("Company", "we", "us", or "our") will issue refunds for subscription fees paid on the MyAkaun SaaS platform ("Service"). This policy forms part of our Terms and Conditions. By subscribing to any paid plan, you acknowledge and agree to this Refund Policy.
Summary: Subscription fees are generally non-refundable. We will, however, evaluate refund requests in the specific circumstances described below and process approved refunds within 14 business days.
1. General Policy
All subscription fees paid to MyAkaun are non-refundable except as expressly stated in this policy or as required by applicable Malaysian law. This applies to:
- Monthly and annual subscription plans
- Upgrade fees for moving to a higher-tier plan
- Any add-on or additional feature fees
We encourage you to make full use of any free trial period before committing to a paid subscription to ensure the Service meets your needs.
2. Free Trial
Where a free trial is offered, no payment is collected during the trial period. If you do not cancel before the trial ends and your account transitions to a paid plan, the subscription fee for that billing cycle is non-refundable. You are responsible for cancelling your account before the trial period expires if you do not wish to be charged.
3. Eligible Refund Circumstances
We will consider a refund request in the following circumstances only:
- Billing Error: You were charged an incorrect amount or charged more than once for the same billing period due to a technical error on our part.
- Failure to Deliver Service: The Service was completely inaccessible for more than 72 consecutive hours due to a fault on our side (excluding scheduled maintenance, force majeure events, or issues caused by your own systems or internet connection).
- Unauthorised Charge: A payment was processed without your authorisation, and you have notified us promptly and reported the matter to your bank.
- Statutory Right: You are entitled to a refund under the Consumer Protection Act 1999 (Malaysia) or any other applicable Malaysian law.
All other refund requests — including but not limited to cancellation mid-cycle, dissatisfaction with features, or change of mind — will not be approved.
4. Annual Subscriptions
Annual plan subscribers who cancel mid-year are not entitled to a pro-rated refund for the unused portion of the subscription period. Access to the Service will continue until the end of the paid annual period. If you cancel an annual plan within 7 days of the initial purchase date and have not materially used the Service (fewer than 5 transactions or records created), you may request a pro-rated refund for the unused months.
5. Plan Downgrades
Downgrading to a lower-tier plan takes effect at the start of your next billing cycle. No refund or credit is issued for the difference in price between the current cycle's higher-tier plan and the lower-tier plan. You will retain access to higher-tier features until the end of the current billing period.
6. Account Termination by MyAkaun
If we terminate your account due to a violation of our Terms and Conditions (including but not limited to fraudulent activity, abuse of the platform, or non-payment), no refund will be issued for any remaining subscription period.
If we terminate your account without cause, we will issue a pro-rated refund for the unused portion of your current paid billing cycle.
7. How to Request a Refund
To submit a refund request, contact us within 7 days of the date of the charge in question:
- Email: support@myakaun.com — include your account email, the amount charged, the date of charge, and a brief description of the reason for the request.
- WhatsApp: +60189003080
Requests submitted more than 7 days after the charge date will not be considered. We reserve the right to request supporting documentation (e.g., bank statements, screenshots) to evaluate your claim.
8. Refund Processing
If your refund request is approved:
- The refund will be credited to the original payment method used at the time of purchase.
- Processing takes 7–14 business days from the date of approval, depending on your bank or payment provider.
- We will notify you by email once the refund has been initiated. We are not responsible for any delays caused by your bank or payment provider after the refund has been issued.
We do not issue refunds via bank transfer, cheque, or any method other than the original payment method.
9. Chargebacks
If you initiate a chargeback with your bank or card issuer without first contacting us to resolve the matter, we reserve the right to suspend your account pending the outcome of the dispute. Frivolous or fraudulent chargeback claims may result in permanent account termination and may be reported to the relevant authorities.
10. Changes to This Policy
We may update this Refund Policy from time to time. Material changes will be communicated via email or in-app notification at least 14 days before the changes take effect. Continued use of the Service after the effective date constitutes acceptance of the revised policy.
11. Contact Us
If you have questions about this Refund Policy, please contact us:
- Email: support@myakaun.com
- WhatsApp: +60189003080
- Address: 1830-C Pengkalan Nangka, 16100 Kota Bharu, Kelantan, Malaysia