Refund Policy

Effective Date: 1 May 2026  |  Version 1.0

This Refund Policy explains how refunds are handled in connection with the MyMember demo application ("Demo App") made available by NEXBIT LAB SDN BHD a company incorporated in Malaysia ("MyMember", "we", "us", or "our").

This Policy should be read together with our Terms & Conditions. By using the Demo App's payment collection feature, or by subscribing to a paid plan, you ("Organisation", "you") agree to this Refund Policy.

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1. Scope

1. This Refund Policy applies to all payments processed through the Platform's integrated payment gateway, including payments collected during the Demo Period under Clause 4 of our Terms & Conditions, and subscription or onboarding fees charged under a paid plan.
2. The Demo App itself is free to use and carries no subscription fee, so there is nothing to refund in respect of the demo access itself — refunds under this Policy relate only to actual payment transactions made through the Platform.

2. Refunds for Payments Collected by Your Organisation

1. Where your Organisation collects payments from members or the public (for example, membership dues, event tickets, or donations) through the Platform, your Organisation is responsible for deciding whether a refund is owed to the payer, in accordance with your own policies and applicable law.
2. Once your Organisation approves a refund, MyMember will process it back to the payer's original payment method, subject to the payment gateway's processing timelines.
3. Transaction fees charged under Clause 4 of our Terms & Conditions (5% for member payments, 15% for public payments) are non-refundable once a transaction has been processed, even if the underlying payment is later refunded to the payer — except where the transaction fee was charged due to a technical error on MyMember's part.
4. Donations made through donation campaigns are generally non-refundable, except in cases of duplicate payment, payment processing error, or proven fraud.

3. Refunds for Paid Plan Subscriptions

1. Subscription fees are billed monthly/annually in advance and are non-refundable for the current billing period once payment has been processed, except where required by law.
2. The one-time onboarding fee referred to in Clause 11 of our Terms & Conditions is non-refundable once onboarding services have commenced.
3. If you cancel a paid plan, access to the Platform will continue until the end of your current billing period, after which no further charges will apply and no partial refund will be issued for the unused portion of that period, unless otherwise agreed in writing.

4. Non-Refundable Items

• Transaction fees on completed payments, except where caused by MyMember's error
• Donations to campaigns, except for duplicate payments, processing errors, or proven fraud
• Onboarding fees once onboarding services have commenced
• Any fees expressly stated as non-refundable in your Organisation Sign-Up Agreement

5. How to Request a Refund

1. To request a refund, email us at enquiry@mymember.my with your Organisation name, the transaction date and reference number, payer details (if applicable), and the reason for the request.
2. We aim to respond to refund requests within 5 business days.

6. Processing Time

Approved refunds are processed back to the original payment method via our payment gateway partner. Processing times depend on the gateway's settlement schedule and your bank or e-wallet provider, and may take up to 5 business days to appear in the payer's account.

7. Disputes

MyMember is not responsible for disputes between your Organisation and its members or members of the public arising from payment transactions, in line with Clause 4 of our Terms & Conditions. Where a dispute cannot be resolved between the parties, the dispute resolution process in Clause 12 of our Terms & Conditions applies.

8. Changes to This Policy

1. MyMember reserves the right to amend this Refund Policy at any time. Updated versions will be posted on our website at www.mymember.my/refund.html.
2. Continued use of the Platform's payment features after any update constitutes acceptance of the revised Policy.

9. Governing Law & Dispute Resolution

1. This Policy is governed by and construed in accordance with the laws of Malaysia.
2. Any dispute arising out of or in connection with this Policy shall first be referred to mediation. If unresolved within 30 days, the dispute shall be submitted to the exclusive jurisdiction of the courts of Malaysia.

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