Refund & Cancellation Policy

AdFlow operates on a prepaid subscription model. All subscription fees are billed in advance at the start of each billing cycle (monthly or annually, as selected at checkout). Payments are processed in Malaysian Ringgit (MYR) unless otherwise stated.

By subscribing to a paid plan, you authorise Kobaran Teguh Sdn Bhd to charge the applicable subscription fee to your designated payment method on each renewal date until you cancel.

We offer refunds under the following conditions only:

• 7-Day Money-Back Guarantee (New Subscribers): If you are a first-time subscriber and are not satisfied with AdFlow, you may request a full refund within 7 calendar days of your initial subscription payment. This applies to the first billing cycle only and is not available for subsequent renewals.
• Service Unavailability: If AdFlow experiences verified downtime exceeding 72 consecutive hours within a single billing cycle due to causes attributable to Kobaran Teguh Sdn Bhd (excluding scheduled maintenance, third-party outages including Meta API disruptions, or force majeure events), you may request a pro-rata credit or refund for the affected period.
• Duplicate Charge: If you were charged more than once for the same billing cycle due to a system error, the duplicate amount will be refunded in full within 7 business days upon verification.
• Unauthorised Transaction: If you believe a charge was made without your authorisation, you must notify us within 14 calendar days of the transaction date. We will investigate and, if confirmed, issue a full refund.

The following are explicitly excluded from our refund policy:

• Subscription renewals — unless cancelled before the renewal date (see Section 4).
• Partial use of a subscription period. No pro-rata refunds are issued for unused days in a billing cycle except in the service unavailability scenario defined in Section 2.
• Accounts suspended or terminated due to a breach of our Terms of Service.
• Requests made after the applicable refund window has expired.
• Change of mind after the 7-day new subscriber window has passed.
• Disruptions caused by third-party services (Meta Ads API, payment processors, internet service providers), scheduled maintenance, or events beyond our reasonable control (force majeure).
• Free plan users — no payment is made, therefore no refund applies.

You may cancel your subscription at any time from the Settings → Billing section of your AdFlow dashboard. Cancellation takes effect at the end of your current billing cycle. You will retain full access to your paid features until the cycle ends.

To avoid being charged for the next billing cycle, you must cancel at least 24 hours before your renewal date.

Cancellation does not automatically entitle you to a refund. Refund eligibility is governed exclusively by Section 2 of this policy.

To submit a refund request, please contact us via email with the following information:

• Full name and registered email address on your AdFlow account.
• Transaction reference number or payment receipt.
• Date of payment and amount charged (in MYR).
• Reason for the refund request.
• Supporting evidence, if applicable (e.g., screenshots of duplicate charge, downtime evidence).

Submit your request to: [email protected]

Refund requests are reviewed within 3 business days. We may request additional information before processing.

Approved refunds will be returned to the original payment method used at the time of purchase. Processing times are as follows:

• Credit / Debit Card:5–14 business days, subject to your card issuer's processing timeline.
• Online Banking (FPX): 3–7 business days.
• Digital Wallet (e.g., GrabPay, Touch 'n Go eWallet): 3–5 business days.

Kobaran Teguh Sdn Bhd is not responsible for delays caused by financial institutions or payment processors once the refund has been initiated from our side.

If you initiate a chargeback or payment dispute with your bank or card issuer without first contacting us to resolve the issue, we reserve the right to:

• Suspend or terminate your AdFlow account pending investigation.
• Contest the chargeback with your financial institution using transaction records.
• Recover any associated chargeback fees from the disputed amount.

We encourage customers to contact us first at [email protected] before disputing a charge — we are committed to resolving billing issues promptly and fairly.

If you downgrade your subscription plan mid-cycle, the downgrade will take effect at the start of your next billing cycle. No partial refund is issued for the difference in plan pricing during the current cycle.

Kobaran Teguh Sdn Bhd reserves the right to adjust subscription pricing. Any price changes will be communicated to active subscribers via email at least 30 days before taking effect. Continued use of the service after the effective date constitutes acceptance of the new pricing.

Nothing in this policy limits or excludes any rights you may have under applicable Malaysian consumer protection legislation, including the Consumer Protection Act 1999 (Act 599). If you believe your statutory rights have been violated, you may contact the Ministry of Domestic Trade and Cost of Living (KPDN) or the National Consumer Complaints Centre (NCCC) at www.nccc.com.my.

For all billing and refund enquiries, contact our support team:

• Email: [email protected]
• Company: Kobaran Teguh Sdn Bhd
• Response time: Within 3 business days