Refund Policy

1. What this policy covers

This policy covers the paid Kafein subscriptions sold to merchants: Digital Loyalty (RM18/month or RM198/year), Pro (RM38/month or RM300/year), Growth (RM58/month). Prices are per shop, in Malaysian Ringgit (MYR). Monthly plans renew monthly; yearly plans are paid twelve months up front and renew yearly. There is no setup fee, and Kafein does not take a cut of your sales. Customer accounts are free, so this policy doesn’t apply to the customers of participating shops.

2. Before you pay

You register your interest first. We walk you through the product, confirm your plan and price with you, and only then do we ask for payment. Your subscription starts when that first payment goes through, and renews on the same date each month — or each year — after that.

3. Your first payment: 14 days to change your mind

If Kafein isn’t right for your shop, email us within 14 days of your first payment — monthly or yearly — and we will refund that payment in full, no reason needed. Your access ends when the refund is issued, and we will help you export your data before it does.

4. Renewals and cancelling

You can cancel at any time from your billing page or by emailing us; there is no lock-in and no cancellation fee. Cancel at least one business day before your renewal date to avoid the next charge. Your subscription then stays active until the end of the period you have already paid for, and you won’t be charged again.

Once the 14-day window has passed, we don’t refund time you have already paid for simply because you have decided to stop. On a yearly plan that means the plan runs to the end of the year you paid for.

5. When the problem is on our side

• Charged in error. If a charge is duplicated, taken after you cancelled, or taken in the wrong amount, tell us and we will refund it in full.
• Service down. If Kafein is unavailable, or a core feature doesn’t work, for a significant part of a month and we can’t put it right, we will give you a pro-rata refund for the affected period or a credit — your choice.

6. Changing plans

Upgrading unlocks the new features straight away, and we charge the difference pro-rata for the rest of the month. Downgrading takes effect at your next renewal; we don’t refund unused time on the higher plan.

Switching between monthly and yearly billing takes effect at your next renewal, and we don’t refund the difference for the period you have already paid for.

7. Price changes

We give at least 30 days’ notice before a price change. If you don’t accept it, cancel before it takes effect. If we ever charge you the new price after you cancelled, we will refund it.

8. What we can’t refund

• Periods you have already used, where the Service was working and you simply changed your mind after the 14-day window.
• Charges older than 60 days, except where Malaysian law gives you a right to a refund.
• Third-party costs you arranged yourself — for example your own WhatsApp Business messaging charges.
• Accounts ended for a serious breach of our Terms and Conditions, such as using Kafein for fraud or messaging customers who never agreed to hear from a shop.

9. How to request a refund

Email hello@kafein.my with your shop name, the email on your account, the date and amount of the charge, and what happened. We will acknowledge your request within two business days and decide within seven, and we will tell you either way. Approved refunds go back to the same payment method within 14 business days; your bank or provider may take a few days more to show it.

10. Chargebacks

Please contact us first — most issues are one message away. If a chargeback is raised without talking to us, we may pause the account while the payment provider investigates. If you were right, we will refund the charge and you can withdraw the chargeback.

11. Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act 1999 or any other Malaysian law. If a refund or remedy is required by law, we will provide it even where this policy says otherwise.

12. Changes to this policy

We will publish any change here with a new “last updated” date. Changes apply to future charges, not to payments you have already made.