Refund Policy

Refund & Cancellation Policy

Effective date: 30 June 2026
Last updated: 30 June 2026

1. Scope

This Refund & Cancellation Policy (“Policy”) applies to paid Subscriptions for the iStamp platform by Merchants.

Customer rewards (e.g. free drink after 10 stamps) are solely between the Customer and the Merchant. iStamp does not refund Customer purchases at Merchant premises.

2. Definitions

3. Free trial

3.1 Duration: 14 days from trial start (typically after Merchant onboarding), unless otherwise stated at signup.

3.2 Features: Trial includes Pro-level features as described on our pricing page at the time of signup.

3.3 No charge during trial: We do not charge if you do not subscribe before trial ends, subject to anti-abuse rules (one trial per business/email/phone as we reasonably determine).

3.4 Trial end: Before trial expiry we will prompt you to choose a paid plan. If you do not subscribe:

3.5 No refund applies to trial because no fee is charged for the trial itself.

4. Subscription plans and pricing

Current Malaysia pricing (MYR, subject to change with notice):

International pricing via Paddle may differ — see checkout for local currency and tax.

Prices exclude applicable taxes unless stated otherwise at checkout.

5. Payment methods

By paying, you agree to the payment processor’s terms. We do not store full bank or card credentials on our servers.

6. Billing cycle and renewal

6.1 Subscriptions bill monthly in advance unless we offer annual plans with separate terms.

6.2 Auto-renewal: Subscriptions renew automatically each billing period until cancelled.

6.3 Failed payments may trigger retries, email notices, grace/read-only mode, and eventual suspension per Section 3.4 and Section 11.

6.4 Invoices/receipts are provided electronically where supported by the payment processor.

7. Cancellation by Merchant

7.1 You may cancel anytime via account settings (when available) or by emailing hello@thinkingstudio.my with your registered business email.

7.2 Effective date: Cancellation takes effect at the end of the current paid billing period unless we agree otherwise in writing. You retain paid access until that date.

7.3 No partial-month refunds for unused time in the current billing period after payment has been processed, except where required by law or Section 8.

7.4 After cancellation, data may be deleted or retained per our Privacy Policy. Export Customer data before cancellation if your plan includes export.

7.5 Cancelling does not automatically delete your Merchant slug or Customer stamp history immediately — see retention in Privacy Policy.

8. Refund eligibility

General rule: Subscription fees are non-refundable, including partial months, except:

8.1 Statutory rights

Nothing in this Policy removes mandatory refund rights under Malaysian consumer law or other applicable law where you qualify as a consumer (typically individuals, not businesses). B2B Merchants acting in commercial capacity generally have limited statutory cooling-off rights.

8.2 Duplicate or erroneous charges

If you were charged twice for the same billing period due to our or the processor’s error, contact hello@thinkingstudio.my within 14 days with transaction reference. We will investigate and refund duplicate/erroneous amounts to the original payment method where confirmed.

8.3 Extended service failure

If the Service is substantially unavailable for more than 72 consecutive hours due to our fault (excluding scheduled maintenance, force majeure, third-party outages, or issues caused by your connectivity), you may request a pro-rata credit for the affected period. Credits are at our discretion; cash refunds may be offered where credits are not practical.

8.4 First payment — goodwill (optional policy)

At our sole discretion, we may offer a full refund of the first paid month only if:

• You request within 7 days of first successful payment; and
• You have not materially used paid features (e.g. significant stamp volume, staff invites, exports); and
• This is your first ever paid subscription on iStamp

This is a commercial goodwill policy, not a legal entitlement, unless mandatory law applies.

8.5 Plan downgrades

Downgrades take effect at the next billing cycle. We do not refund the difference for the current cycle when downgrading mid-period.

8.6 Upgrades

Upgrades may be charged pro-rata or from next cycle as shown at checkout. Refunds do not apply to upgrade charges except under Section 8.1–8.3.

9. Chargebacks and disputes

9.1 Contact hello@thinkingstudio.my before initiating a bank chargeback. We will attempt to resolve billing disputes in good faith.

9.2 Frivous or abusive chargebacks may result in immediate account suspension and recovery of fees, costs, and chargeback penalties where permitted by law.

9.3 Paddle/Billplz dispute processes apply to their respective transactions.

10. Taxes

10.1 Merchants are responsible for applicable taxes on their Subscription unless collected at checkout.

10.2 Tax invoices (Malaysia SST or other) are issued according to our registration status and law at the time of billing.

11. Suspension for non-payment

Reactivation after payment may require settling outstanding amounts.

12. Merchant closure / business wind-up

If your business closes, cancel your Subscription to stop future charges. We do not refund past periods. Notify us if you need data export assistance during an active paid period.

13. Changes to this Policy

We may update pricing, trial terms, or this Policy with notice (email, in-app, or website). Changes apply to future billing periods unless otherwise required by law. Continued use after notice constitutes acceptance of billing changes for renewal periods.

14. Contact for billing & refunds

We aim to respond within 5 business days (Malaysia).

15. Relationship to other documents

This Policy forms part of our Terms of Service. Privacy-related data handling after cancellation is in our Privacy Policy.

© 2026 iStamp — Thinking Studio Sdn. Bhd. / Thinking Studio LLC