Refund Policy

1. Overview

At HarmonyVoicesHub, we are committed to providing exceptional podcast discovery and curation services. This Refund Policy outlines the circumstances under which refunds may be requested and processed for our premium services and subscription plans.

We strive to ensure customer satisfaction while maintaining fair and sustainable business practices in accordance with Malaysian consumer protection laws.

2. Refund Eligibility

2.1 Premium Subscription Services

Refunds for premium subscription services may be considered under the following circumstances:

• Technical Issues: Persistent technical problems that prevent access to subscribed features
• Service Unavailability: Extended periods of service downtime (more than 48 consecutive hours)
• Billing Errors: Incorrect charges or duplicate billing
• Cancellation Within 7 Days: First-time subscribers may request a full refund within 7 days of initial purchase

2.2 One-Time Purchases

For one-time purchases such as premium podcast access or special content:

• Content Not Delivered: If purchased content is not made available within the promised timeframe
• Technical Defects: Content that is corrupted or technically defective
• Misrepresentation: Content that significantly differs from its description

2.3 Promotional Offers and Discounts

Special promotions and discounted services may have different refund terms:

• Promotional offers may be non-refundable or have shortened refund periods
• Bundle packages may be subject to pro-rated refunds
• Free trial conversions follow standard subscription refund policies

3. Non-Refundable Items

The following items and circumstances are generally not eligible for refunds:

• Change of Mind: Refunds requested simply due to change of preferences
• Partial Usage: Subscriptions that have been actively used for more than 30% of the billing period
• Violation of Terms: Accounts terminated due to violations of our Terms & Conditions
• Free Services: Free tier services and complimentary content
• Third-Party Content: Content purchased through external platforms or partners
• Gift Subscriptions: Purchased gift subscriptions after they have been activated
• Expired Subscriptions: Refund requests made after subscription expiration (beyond 30 days)

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact Our Support Team: Email refunds@harmonyvoiceshub.com or call +60 3-2161 2233
2. Provide Required Information:
   • Your account email address
   • Transaction ID or order number
   • Reason for refund request
   • Supporting documentation (if applicable)
3. Submit Within Time Limits: Refund requests must be submitted within the eligible timeframes
4. Await Review: Our team will review your request within 5-7 business days

4.2 Required Information

When requesting a refund, please include:

• Full name associated with the account
• Email address used for registration
• Date and amount of the transaction
• Payment method used (last 4 digits of card)
• Detailed explanation of the issue or reason for refund
• Screenshots or documentation of technical issues (if applicable)

5. Refund Processing

5.1 Review Process

All refund requests undergo a review process:

• Initial Review: 2-3 business days for standard requests
• Investigation: 5-7 business days for complex cases requiring technical analysis
• Decision Notification: You will be notified of the decision via email
• Appeals: Declined requests can be appealed within 14 days with additional information

5.2 Processing Times

Approved refunds will be processed according to the following timeline:

• Credit Cards: 5-10 business days from approval
• Debit Cards: 3-7 business days from approval
• Digital Wallets: 1-3 business days from approval
• Bank Transfers: 3-5 business days from approval

5.3 Refund Methods

Refunds are processed using the original payment method whenever possible:

• Credit/debit card refunds return to the original card
• Digital wallet payments are refunded to the same wallet
• Bank transfer refunds require account verification
• Alternative methods may be used if the original method is unavailable

6. Partial Refunds

6.1 Pro-Rated Refunds

In certain circumstances, partial refunds may be offered:

• Mid-Cycle Cancellations: Refund for unused portion of subscription period
• Service Degradation: Partial refund for periods of limited service availability
• Feature Removals: Pro-rated refund if subscribed features are permanently removed
• Downgrade Requests: Difference refunded when downgrading subscription plans

6.2 Calculation Method

Partial refunds are calculated based on:

• Remaining days in the current billing cycle
• Usage patterns and service access logs
• Type and extent of service issues experienced
• Original subscription price and applicable discounts

7. Special Circumstances

7.1 Medical or Emergency Situations

We may consider compassionate refunds for extraordinary circumstances:

• Serious illness or medical emergencies
• Job loss or significant financial hardship
• Natural disasters or force majeure events
• Military deployment or relocation

Documentation may be required to verify special circumstances.

7.2 Technical Failures

Extended technical issues may warrant special consideration:

• Platform-wide outages exceeding 48 hours
• Data loss affecting user accounts
• Security breaches impacting service availability
• Critical bug fixes that affect core functionality

8. Chargebacks and Disputes

8.1 Chargeback Policy

We encourage customers to contact us directly before initiating chargebacks:

• Direct resolution is often faster and more efficient
• Chargebacks may result in account suspension pending resolution
• We work with payment processors to resolve disputes fairly
• Multiple chargebacks may affect future service eligibility

8.2 Dispute Resolution

For billing disputes and refund disagreements:

• Contact our customer support for initial resolution
• Escalate to management if initial resolution is unsatisfactory
• Malaysian Consumer Tribunal for unresolved consumer complaints
• Alternative dispute resolution services may be available

9. Cancellation vs. Refund

9.1 Cancellation Process

Cancelling your subscription is different from requesting a refund:

• Immediate Cancellation: Stops future billing but no refund for current period
• End-of-Cycle Cancellation: Service continues until current period expires
• Cancellation with Refund: Must meet refund eligibility criteria

9.2 Reactivation

Cancelled accounts can be reactivated:

• Previous preferences and data may be restored
• Promotional pricing may no longer be available
• Some features may require re-configuration

10. Legal Rights

This refund policy does not affect your statutory rights under Malaysian consumer protection laws, including the Consumer Protection Act 1999. You may have additional rights that cannot be excluded or limited by this policy.

10.1 Consumer Protection

Under Malaysian law, you have rights including:

• Right to receive services that match their description
• Right to seek remedy for defective or unsatisfactory services
• Protection against unfair contract terms
• Access to consumer dispute resolution mechanisms

11. Contact Information

For refund requests or questions about this policy, contact us:

12. Policy Updates

We may update this Refund Policy to reflect changes in our services, payment methods, or applicable laws. Significant changes will be communicated through:

• Email notifications to active subscribers
• Website announcements and banners
• Updated "Last Modified" date on this page
• Account notifications for logged-in users

Changes take effect immediately upon posting unless otherwise specified.