Refund Policy

1. General Policy

Oktavia is a digital software subscription service. Because of the nature of digital services, subscription fees are generally non-refundable, and refunds are issued only in the limited circumstances set out below, in accordance with applicable Malaysian law and consumer protections. Cancelling a subscription stops future renewals from the end of your current billing period; it does not, by itself, entitle you to a refund of fees already paid.

2. Refund Request Window

You may request a refund within seven (7) days of the date of the relevant charge. Requests made after this window will generally not be eligible, except where required by law.

3. When You May Be Eligible for a Refund

Subject to verification, you may be eligible for a refund where:

• you were unable to access the service you paid for because of a technical failure on our side that we were unable to resolve within a reasonable time;
• a paid feature has a major defect that prevents it from functioning as intended; or
• there is a significant discrepancy between the paid service as described at the point of purchase and what was actually delivered.

4. What Is Not Refundable

Refunds are generally not available where:

• you have simply changed your mind after purchasing;
• the issue is a minor bug or limitation that does not materially affect the service;
• the issue arises from your own equipment, network, or configuration;
• you have not used the service during your subscription period (non-use does not, on its own, entitle you to a refund); or
• the request relates to abuse of, or a breach of, our Terms of Service.

5. How to Request a Refund

To request a refund, contact us at billing@oktavia.com.my within the request window, and include your account details, the relevant invoice or order reference, and an explanation of the issue. We may ask for additional information to verify your purchase and assess the request. We aim to acknowledge refund requests within 72 hours of receipt.

6. How Refunds Are Processed

Where a refund is approved, it will normally be issued to the original payment method used for the purchase, through our payment gateway. Approved refunds are typically processed within seven (7) business days, though the time for the funds to appear may depend on your bank or payment provider. Where a refund to the original method is not possible, we may issue it by another reasonable method at our discretion.

7. Exceptions

We consider refund requests on a case-by-case basis and may make reasonable exceptions for unique situations at our discretion. Updates or changes to the Services do not, on their own, entitle you to a refund unless they cause the service to fail to meet what was described at the point of purchase.

8. Governing Law

This Refund Policy is governed by the laws of Malaysia and applies together with any consumer protections available to you under Malaysian law.

9. Contact Us

If you have any questions about this Refund Policy, please contact us: