REFUND POLICY
At HOTPIE (MALAYSIA) SDN. BHD., we prioritize customer satisfaction and aim to provide a seamless experience for all users of our app platform. Below is our refund policy:
1. Eligibility for Refunds
Refunds may be issued under the following circumstances:
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The user experienced critical technical issues caused solely by our system that prevented access to or proper use of the app platform, and these issues were not resolved within a reasonable timeframe.
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Accidental duplicate purchases of subscriptions or services directly due to system errors on our platform.
Refund requests that do not meet the above criteria may be assessed on a case-by-case basis, but approval is not guaranteed.
2. Non-Refundable Situations
We do not offer refunds for:
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Change of mind after purchase.
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Inability to use the platform due to user device compatibility issues.
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Completed services or one-time-use digital products.
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Situations where purchased funds, credits, or services have been used, partially or fully.
3. Refund Request Process
To request a refund:
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Contact our support team at heyutechnologies@gmail.com within 7 days of the transaction.
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Provide the following details:
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Transaction ID or proof of purchase
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Description of the issue or reason for the refund request
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Relevant screenshots or supporting evidence, if applicable
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4. Refund Approval and Processing
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Once your request is received, we will review it within 5–7 business days.
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Approved refunds will be issued to the original payment method within 10–15 business days, depending on your financial institution.
5. Additional Notes
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For subscription-based services, partial refunds for unused portions may be considered if the request is made promptly after the issue occurred and meets the eligibility criteria.
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HOTPIE (MALAYSIA) SDN. BHD. reserves the right to deny refund requests that do not comply with this policy.
If you have any questions or need further assistance, please contact us at heyutechnologies@gmail.com.