Legal
Refund Policy
Last updated 3 October 2026
Three different things move when a shop sells something: what the customer pays, the fee we charge the shop, and the wallet the fee comes from. Each behaves differently when a sale is refunded, so this page takes them one at a time.
1. The shop is the seller
The contract of sale is between the shop and its customer. The shop decides whether to accept a return, and refunds the customer. We are not a party to that sale, so we cannot order a shop to refund, or refuse to let it.
Nothing on this page reduces a customer's rights under Malaysian law, including the Consumer Protection Act 1999. Where the law gives a customer a remedy, that remedy stands regardless of what a shop's own policy says.
2. What the customer paid
If the shop has connected a payment gateway, the money went into the shop's own gateway account, so the shop refunds it there, using the gateway's own refund process. We never held that money and cannot move it.
If the shop takes payment by bank transfer, DuitNow, cash on delivery or over WhatsApp, the refund is arranged directly between the shop and the customer, on whatever terms they agreed.
3. Our fee, when a sale is refunded
Our fee is charged on a successful sale, and returned in proportion when that sale is refunded. Refund one item of three and a third of the fee comes back; refund the whole order and all of it does. There is no charge for refunding, and no charge for handling a return.
The returned fee is credited back to the shop's wallet, which is where it came from. If the wallet has since gone read-only, the credit restores it. Every one of these movements is a separate line in the shop's ledger, visible in the portal, so a shop can see exactly what was charged and what was given back.
4. Wallet top-ups
A top-up is not a deposit. It is spent buying the transaction rate that applies to it, so once a rate has been bought, a top-up is not refundable in cash, and cannot be transferred to another shop.
- Unspent credit stays in the wallet and keeps working.
- Each top-up has a validity period, shown when you top up and in your portal.
- If you close your shop, we will tell you what remains and what happens to it.
5. Welcome credit
A new shop receives a small welcome credit so it can start operating immediately. It carries the entry rate of the ladder, it has no cash value, it cannot be withdrawn or transferred, and it expires. It exists to let you start trading, not as a payment.
6. Disputes and chargebacks
If a customer disputes a card payment, the gateway handles it with the shop, because it is the shop's account. We can provide the order record and the ledger entry as evidence of what was bought and what was charged; we cannot decide the outcome, and we do not withhold a shop's funds while it is decided.
7. How to raise something
If you bought from a shop: contact the shop first, using the details on your order. Most things are settled there. If the shop does not respond, or you believe our fee was calculated wrongly, write to [email protected] with the order reference. We will look at the ledger and answer.
8. Changes
If this policy changes in a way that affects you, we will tell you in the portal before the change takes effect.