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1. Scope of this Policy

This Policy explains how cancellations, returns, refunds and payment corrections are handled for products, services, memberships, privileges, subscriptions, digital features and other paid offerings supplied directly by IMedia through websites, mobile applications and platforms that we operate (collectively, the “IMedia Services”).

This Policy forms part of the terms governing the relevant IMedia Service. Additional conditions displayed for a particular system, product, promotion, campaign, membership, privilege, subscription, reward or transaction may also apply. If a specific condition conflicts with this general Policy, the more specific condition applies to the extent permitted by law.

This Policy does not replace any guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Consumer Protection Act 1999 or other applicable Malaysian law.

2. Who Is Responsible for a Purchase

The identity of the supplier or seller will be shown in the applicable service, offer, checkout page, receipt or transaction record.

2.1 Purchases supplied directly by IMedia

This Policy applies where IMedia is the supplier or seller and receives payment for the relevant product or service. Examples may include service fees, membership or subscription fees, digital feature fees, advertising or promotional placement fees, and other paid IMedia offerings.

2.2 Purchases supplied by an independent merchant

Merchants participating in an iMedia platform are independent businesses unless expressly stated otherwise. The relevant merchant, and not IMedia, is responsible for its goods or services, including their description, quality, safety, availability, delivery, fulfilment, warranties, cancellations, returns, refunds and after-sales support.

A cancellation, return or refund request concerning an independent merchant’s goods or services should first be submitted to that merchant under its published policy and applicable law. IMedia may provide transaction information or reasonable platform support, but does not decide or fund a merchant refund unless IMedia expressly accepted that responsibility for the transaction.

Payment processing by IMedia or a third-party payment provider does not by itself make IMedia the supplier of an independent merchant’s goods or services.

3. Cancelling an Uncompleted Payment

You may abandon or cancel a payment before it has been confirmed by the payment provider and recorded as successful in our systems. An unpaid, abandoned or pending order may expire automatically without activating the relevant product, service, membership, subscription or feature.

Do not submit another payment merely because the first payment remains pending. Contact support with the order reference so that we can verify the transaction and reduce the risk of duplicate charges.

A browser return page, bank authorization, screenshot, pending notice or payment-provider receipt does not by itself prove that payment was successfully received by IMedia. Confirmation may require notification or reconciliation with the payment provider.

4. Cancelling a Product or Service

You may request cancellation before IMedia has activated, delivered or begun supplying the paid product or service. If cancellation is approved before supply begins, we will cancel the order and refund any eligible amount paid, subject to Sections 7 and 8.

After a product or service has been activated, delivered or substantially performed, cancellation may stop future performance where technically and contractually possible, but does not automatically create a right to a full or partial refund for the portion already supplied.

Unless checkout terms expressly state otherwise:

– memberships, subscriptions and fixed-term access do not automatically renew unless expressly stated at checkout;

– cancelling an account does not automatically cancel or refund a completed purchase;

– expiry or non-use of an activated membership, subscription, loyalty benefit or digital feature does not itself create a refund entitlement; and

– cancellation does not remove outstanding payment obligations, disputes, investigations or record-retention requirements.

Any recurring or automatically renewing service will be governed by the renewal and cancellation terms disclosed for that service before purchase.

5. Returns

5.1 Digital services, memberships and access rights

Digital services, memberships, subscriptions, promotional placements and other access rights cannot be physically returned. Refund eligibility for these items is determined under Sections 6 and 7.

5.2 Physical goods supplied directly by IMedia

If IMedia directly supplies a physical item, return instructions, any applicable return period and any item-specific restrictions will be stated with the relevant offer or communicated by support. Unless the item is faulty, damaged, incorrectly supplied or otherwise subject to a non-excludable legal remedy, it must ordinarily be returned unused, in its original condition and with its original packaging, accessories and proof of purchase.

Do not send an item to IMedia without first obtaining return instructions. Unless required by law or caused by an error attributable to IMedia, the customer is responsible for the cost and risk of returning the item.

5.3 Items and benefits supplied by independent merchants

Physical or digital items and promotional benefits may be subject to offer-specific conditions. Once an order or redemption has been processed, cancellation or return may be restricted except where required by law or expressly stated in those conditions.

Goods, services or promotional benefits supplied by an independent merchant are governed by that merchant’s policy and applicable law.

6. When a Refund or Other Remedy May Be Available

We will provide a refund, correction, repeat performance, replacement, price reduction or other appropriate remedy where required by applicable law. Subject to verification, a remedy may be available where:

• you were charged more than once for the same order;
• you were charged an amount different from the amount confirmed at checkout;
• IMedia received payment but, because of a fault attributable to IMedia, did not activate, deliver or supply the purchased product or service within a reasonable time;
• IMedia cancelled a paid product or service before supply and did not provide an agreed replacement or equivalent remedy;
• a product supplied directly by IMedia was damaged, faulty or materially different from its description;
• a product supplied directly by IMedia was damaged, faulty or materially different from its description;
• a service supplied directly by IMedia materially failed to conform to its description or an applicable statutory guarantee, and the failure was not caused by you, an independent merchant, the payment provider or an event beyond IMedia’s reasonable control; or
• another refund or remedy is required by applicable law.

Where part of a service or benefit has already been supplied or used, any refund may be reduced only to the extent permitted by law and reasonably attributable to the portion already supplied.

7. Generally Non-Refundable Circumstances

Except where required by law or expressly stated otherwise for a particular offer, a refund will generally not be provided for:

• a change of mind after access, activation, delivery or supply has begun;
• failure to use an activated membership, subscription, loyalty benefit or feature;
• expiry of an unused or partially used fixed-term product or service;
• loss of eligibility caused by inaccurate, incomplete, expired or misleading information supplied by the customer;
• suspension or termination resulting from fraud, misuse or a material breach of the applicable terms;
• dissatisfaction caused solely by an independent merchant’s goods, services, premises, staff, promotion or fulfilment;
• delays or failures caused by incorrect information supplied by the customer;
• promotional, discounted, subsidised or voucher-funded amounts that the customer did not actually pay; or
• payment-provider, bank, foreign-exchange, telecommunications or other third-party fees that were not retained by IMedia.

Nothing in this section limits a non-excludable statutory right or remedy.

8. Refund Amount and Payment Method

An approved refund will not exceed the amount actually paid for the affected transaction, except where a different remedy is required by law. Promotional credits, loyalty benefits, vouchers, discounts or subsidies that have no cash value are not refundable as cash.

Refunds will normally be returned through the original payment method and to the original card, e-wallet or bank account used for payment. We will not normally redirect a refund to a different person, account or payment method. If the original method cannot accept the refund, we will determine an appropriate alternative after completing any necessary identity, ownership, fraud and compliance checks.

A payment provider, bank or payment channel may impose eligibility rules, processing periods or refund charges. Where legally permitted, charges imposed by a third party and not retained by IMedia may be excluded from the refunded amount. We will not impose a deduction that is prohibited by law.

9. How to Request a Cancellation, Return or Refund

Submit a request through the support function provided by the relevant IMedia Service or contact:

IMedia Digital Sdn. Bhd.

Email: imediamyy@gmail.com  

Telephone: +60 13-553 8976  

Address: Lot 3493, No. 13, 2nd Floor, Jalan Piasau, Piasau Commercial, 98000 Miri, Sarawak, Malaysia

Provide, where applicable:

• your full name and contact details;
• the relevant account or business name;
• the system or service used;
• the order ID, transaction ID or receipt number;
• the payment date, amount, currency and payment method;
• the product or service concerned;
• the reason for the request;
• whether you are requesting cancellation, return, refund or payment correction; and
• supporting records such as receipts, screenshots, correspondence or photographs.

Submit the request without unreasonable delay after discovering the issue. We recommend contacting us within 14 calendar days where practicable so that transaction and fulfilment records can be investigated promptly. This recommendation does not shorten any longer period or right available under applicable law or specific transaction terms.

We may request further information reasonably required to verify identity, payment ownership, delivery, usage, eligibility, suspected fraud or the basis of the request. Failure to provide information necessary to assess the request may delay the review.

10. Review and Processing

We will acknowledge and assess a properly submitted request within a reasonable period. The time required depends on the nature of the product or service, the available records, whether an independent merchant is involved, and whether confirmation is required from a payment provider, bank, delivery provider or other third party.

If a refund is approved, IMedia will submit it to the relevant payment provider or financial institution within a reasonable period. Submission by IMedia does not mean the funds will appear immediately. The payment provider, bank or payment channel may require additional business days to credit the original payment account.

We may notify you if:

• more information is required;
• the request must be handled by an independent merchant;
• only part of the requested amount is eligible;
• another remedy is more appropriate; or
• the request is declined, together with the principal reason where reasonably possible.

11. Duplicate, Pending, Failed and Reversed Payments

If a transaction appears failed or cancelled but your account was debited, provide the order and payment details to support. Some payment channels place a temporary authorization or hold that is released automatically by the issuing bank and is not a completed payment received by IMedia.

Where records are inconsistent, we may reconcile the transaction with the payment provider before deciding whether a refund or correction is required. Do not initiate repeated payments for the same order while reconciliation is pending.

If IMedia confirms that the same order was successfully charged more than once, we will refund or reverse the verified duplicate amount.

12. Promotions and Loyalty Benefits

Where a transaction is cancelled, refunded, reversed, duplicated, fraudulent or otherwise invalid, associated loyalty benefits, rewards, discounts, campaign benefits or promotional entitlements may be withheld, cancelled, reversed or recalculated.

If a refund is approved for a purchase made partly with a promotional benefit and partly with money, the cash refund will ordinarily be limited to the cash amount actually paid. Restoration of any promotional benefit is subject to the applicable programme rules, validity period and technical availability.

13. Chargebacks and Payment Disputes

Contact us before initiating a chargeback so that we have an opportunity to investigate and resolve the issue. This does not prevent you from exercising any right available through your bank, payment provider, consumer tribunal, regulator or applicable law.

Submitting both a refund request and a chargeback for the same amount may delay resolution. You must not obtain or retain more than the amount originally paid through overlapping remedies.

We may retain transaction, fulfilment and correspondence records and provide relevant information to payment providers, banks, payment schemes, regulators or authorities for the purpose of investigating a dispute, preventing fraud or complying with law and applicable privacy requirements.

14. Consumer Rights and Complaints

Nothing in this Policy excludes, restricts or modifies a guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified. If this Policy conflicts with a non-excludable right under applicable law, that right prevails.

If you disagree with a decision, contact us with the relevant transaction details and reasons for requesting reconsideration. We will review the complaint in good faith.

This Policy does not prevent either party from using any tribunal, regulator, court or other remedy available under Malaysian law, including the Tribunal for Consumer Claims where applicable.

15. Changes to this Policy

We may update this Policy to reflect changes in our services, payment methods, operational practices or legal obligations. The updated version will be published with a revised effective date. Where appropriate, we will provide additional notice of a material change.

The policy applicable to a transaction is generally the version in effect when the transaction was made, together with any transaction-specific terms accepted at checkout, unless a later version is required by law or is more favourable to the customer.

Contact

Questions, complaints and requests concerning this Policy may be submitted to:

IMedia Digital Sdn. Bhd.

Address: Lot 3493, No. 13, 2nd Floor, Jalan Piasau, Piasau Commercial, 98000 Miri, Sarawak, Malaysia  

Email: imediamyy@gmail.com  

Telephone: +60 13-553 8976