Cancellation & Refund Policy

1. Overview

This Cancellation and Refund Policy outlines the terms and conditions for canceling your subscription and requesting refunds for services provided by Kereta CRM. We are committed to transparency and fairness in all our business practices.

2. Subscription Cancellation

2.1 How to Cancel

You may cancel your subscription at any time through:

• Your account settings in the dashboard
• Contacting our support team at [email protected]
• Calling our customer service line during business hours

2.2 When Cancellation Takes Effect

When you cancel your subscription:

• You will retain access to all features until the end of your current billing period
• Your subscription will not automatically renew for the next billing cycle
• No further charges will be made to your payment method
• You will receive a confirmation email of your cancellation

3. Refund Policy

3.1 General Refund Terms

All subscription fees are generally non-refundable. Once a subscription period begins, we do not provide refunds for:

• Partial subscription periods
• Unused time remaining in your subscription
• Change of mind or dissatisfaction with the service
• Features not used during the subscription period

3.2 Exceptions and Special Circumstances

We may consider refund requests in the following situations:

• Technical Issues: If the Platform is unavailable for an extended period due to technical problems on our end (excluding scheduled maintenance)
• Duplicate Charges: If you were charged multiple times for the same subscription period due to our error
• Unauthorized Charges: If charges were made after you properly canceled your subscription
• Service Not as Described: If we materially fail to provide the services as described (must be reported within 7 days of subscription start)

3.3 Trial Periods

If we offer a free trial period:

• You may cancel before the trial ends to avoid charges
• If you cancel during the trial, you will not be charged
• If you do not cancel before the trial ends, your paid subscription will begin automatically

4. How to Request a Refund

4.1 Submitting a Request

To request a refund:

1. Contact our support team at [email protected]
2. Include your account email and subscription details
3. Clearly explain the reason for your refund request
4. Provide any supporting documentation if applicable

4.2 Review Process

All refund requests will be reviewed within 5-7 business days. We will:

• Investigate your request thoroughly
• Request additional information if needed
• Notify you of our decision via email
• Process approved refunds within 14 business days

5. Refund Processing

5.1 Refund Method

Approved refunds will be processed using the original payment method:

• Credit/Debit card refunds: 5-10 business days
• Online banking: 3-7 business days
• E-wallet refunds: 3-5 business days

Processing times may vary depending on your financial institution.

5.2 Partial Refunds

In some cases, we may offer partial refunds based on:

• The severity of service disruption
• Time remaining in your subscription
• Usage of platform features
• Our assessment of the circumstances

6. Effect of Cancellation on Your Data

6.1 Data Retention After Cancellation

After you cancel your subscription:

• Your account and data remain accessible until the end of the billing period
• After the billing period ends, your account will be downgraded or deactivated
• We retain your data for 30 days after deactivation for account recovery purposes
• After 30 days, your data may be permanently deleted

6.2 Public Content

Important: Vehicle listings and images that were made public may remain visible even after cancellation unless you specifically request their removal. To remove public content:

• Delete listings before canceling your subscription
• Contact support to request manual removal
• Note that content cached by search engines may persist

7. Service Interruptions

7.1 Scheduled Maintenance

We do not provide refunds for:

• Scheduled maintenance announced in advance
• Brief service interruptions (less than 4 consecutive hours)
• Internet or network issues beyond our control

7.2 Extended Outages

For service disruptions exceeding 24 consecutive hours due to issues on our end, we may offer:

• Service credit for the affected period
• Extension of your subscription period
• Pro-rata refund at our discretion

8. Automatic Renewal and Billing

By subscribing to our service:

• Your subscription will automatically renew at the end of each billing period
• You will be charged the then-current subscription rate
• We will notify you before renewal if there are price changes
• You must cancel before the renewal date to avoid charges

It is your responsibility to cancel before the renewal date if you do not wish to continue.

9. Plan Downgrades

If you wish to downgrade to a lower-tier subscription:

• The downgrade will take effect at the end of your current billing period
• No refund will be provided for the difference in subscription cost
• You will retain access to higher-tier features until the downgrade takes effect
• Some data or features may be limited after the downgrade

10. Chargebacks and Disputes

Important: If you dispute a charge with your bank or payment provider without first contacting us:

• Your account may be immediately suspended
• We may terminate your access to the Platform
• You may be liable for chargeback fees and legal costs
• We reserve the right to pursue collection of valid charges

Please contact us first to resolve any billing issues before initiating a chargeback.

11. Malaysian Consumer Rights

This policy does not affect your statutory rights under Malaysian consumer protection laws, including the Consumer Protection Act 1999. If there is a conflict between this policy and Malaysian law, the law prevails.

For consumer complaints, you may contact:

• Tribunal for Consumer Claims Malaysia (TCCM)
• Ministry of Domestic Trade and Consumer Affairs

12. Changes to This Policy

We may update this Cancellation and Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated via email.

13. Contact Us

For cancellation requests, refund inquiries, or questions about this policy: