Legal information

Refund Policy

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This Policy applies to subscription fees, add-ons, onboarding, configuration, and use of Ajak.my. The Services are offered for business use and include a free trial so suitability can be evaluated before purchase.

1. Refund Principle

All fees are non-refundable once payment has been made and the paid term, work, access, quota, or related Services have begun, except in the limited circumstances in Section 2 or where required by applicable law.

If Ajak.my approves a discretionary refund that is not legally required, the maximum refund is 60% of the amount actually paid to Ajak.my for the affected order. The remaining 40% is non-refundable and retained to cover activation, account setup, administration, payment processing, support, and Services already provided or used.

Cancellation stops future renewal. It does not cancel or shorten the current paid term and does not generate a refund for that term. Access normally remains active until the end of the applicable term.

2. Circumstances We May Consider

We will investigate and, if verified, provide a correction, reasonable credit, or refund for:

  • a verified duplicate charge or billing error;
  • a verified unauthorised payment not caused by your failure to secure your account, device, or payment details;
  • a refund required by law; or
  • Ajak.my’s material failure to provide a paid Service that remains unresolved 14 days after we receive sufficiently detailed written notice, subject to the 60% limit where a refund is not legally required.

The 60% limit does not reduce any amount required by law and does not apply to correction of a verified duplicate or unauthorised charge. In those cases, the refund may be up to the full amount of the incorrect or unauthorised charge.

If an issue affects only part of a Service or term, the remedy may be a credit or pro-rated refund for the affected portion rather than the maximum 60% refund.

Calculation example

If RM100 was paid to Ajak.my for the affected order and a discretionary refund is approved, the maximum refund is RM60. The remaining RM40 is non-refundable. Charges paid directly to Meta, WhatsApp, a bank, or another third party are not included in Ajak.my’s refund amount.

3. Ineligible Circumstances

A refund or credit is not provided merely because you:

  • change your mind, stop trading, do not use the account, or no longer need the Services;
  • forget to cancel before renewal;
  • use only part of a term, quota, or plan feature;
  • do not achieve expected sales, referrals, marketing, redemptions, or customer engagement;
  • do not evaluate suitability during the free trial or request available clarification before purchase;
  • experience Meta/WhatsApp approval delays, restrictions, rejections, policy changes, fees, or outages outside our reasonable control;
  • are charged by Meta, WhatsApp, a bank, payment processor, telecommunications provider, or another third party; or
  • are suspended or terminated for non-payment, chargeback, spam, fraud, misuse, security risk, unlawful activity, or breach of the Terms of Service.

4. How to Request a Refund

Email support@ajak.my with the subject β€œBilling Issue / Refund Request” and include:

  • your business name and account email;
  • invoice number, date, amount, and payment method;
  • the reason for the request and relevant evidence; and
  • troubleshooting steps already attempted, where applicable.

Please report the issue within seven days after becoming aware of it so we can investigate promptly. This notice period does not remove rights that cannot lawfully be excluded.

5. Refund Process and Method

  • We normally provide an initial decision within five business days after receiving sufficient information.
  • An approved refund will be returned to the original payment method where reasonably available.
  • The time for funds to arrive depends on the bank or payment processor and is outside our control.
  • Third-party fees not returned to Ajak.my will not be refunded unless required by law.

6. Payment Disputes and Chargebacks

Please contact us first and allow a reasonable opportunity to investigate, without limiting your lawful right to contact your bank. If a chargeback is initiated, we may suspend the account during the investigation and submit acceptance records, invoices, usage or delivery logs, support communications, and cancellation records to the payment processor.

If the chargeback is rejected or reversed in our favour, the original amount and reasonable chargeback costs actually imposed on us remain payable to the extent permitted by law.

7. Data After Cancellation

You are responsible for exporting required data before access ends. Data after cancellation or termination will be handled under the Privacy Policy and applicable security, backup, fraud prevention, dispute, accounting, and legal requirements.

8. Mandatory Rights

Nothing in this Policy excludes a right or remedy that cannot lawfully be excluded. If there is a conflict, mandatory law prevails over the conflicting provision.

9. Contact Us