Last Updated: January 2025

1. Introduction

At Voice of the Peninsulas, we strive to provide high-quality podcast services and content that meet your expectations. This Refund Policy outlines our procedures and conditions for refunds related to our services. We are committed to transparency and fair treatment of our customers in Malaysia and internationally.

2. Services Covered by This Policy

This policy applies to the following Voice of the Peninsulas services:

• Premium Subscriptions: Monthly and annual subscription plans
• Production Services: Podcast production, editing, and post-production services
• Consulting Services: Content strategy, podcast coaching, and consulting packages
• Digital Products: Podcast guides, templates, and educational materials
• Premium Features: Access to exclusive content and advanced features

3. General Refund Eligibility

3.1 Subscription Services

For subscription-based services:

• Full refunds available within 7 days of initial purchase
• Pro-rated refunds may be available for annual subscriptions cancelled within 30 days
• No refunds after subscription benefits have been fully utilized
• Automatic renewal cancellations do not provide refunds for current billing period

3.2 Production Services

For production and creative services:

• 50% refund if cancelled before production begins
• 25% refund if cancelled during active production (first 50% complete)
• No refunds after 50% of production work is completed
• Refunds for delivered work require demonstration of quality issues

3.3 Consulting Services

• Full refund for unconsulted sessions with 48-hour notice
• Partial refunds for completed sessions calculated on per-session basis
• Package deals are non-refundable once any session has been conducted

4. Refund Exclusions

The following services and circumstances are NOT eligible for refunds:

• Downloaded digital products and consumed premium content
• Services that have been fully completed and delivered
• Subscriptions cancelled after the refund period has expired
• Services purchased at promotional or discounted rates (unless specified otherwise)
• Third-party platform fees (Apple Podcasts, Spotify, etc.)
• Services terminated due to policy violations or misuse

5. How to Request a Refund

To request a refund, please follow these steps:

5.1 Contact Our Support Team

• Email: refunds@voiceofthepeninsulas.com
• Phone: +60 3-2161 4000 (Monday - Friday, 9:00 AM - 6:00 PM)
• Subject Line: Refund Request - [Your Order/Subscription Number]

5.2 Required Information

Please include the following in your refund request:

• Your name and contact information
• Order or subscription number
• Date of purchase
• Reason for refund request
• Supporting documentation (if applicable)

5.3 Processing Time

• Refund requests are reviewed within 5-7 business days
• Approved refunds are processed within 10-14 business days
• Refunds appear in your account within 2-5 business days after processing
• You will receive email confirmation once processing begins

6. Refund Methods

Refunds will be issued using the original payment method:

• Credit/Debit Cards: Refunds credited to original card (2-5 business days)
• Digital Wallets: Refunds to original wallet (1-3 business days)
• Bank Transfer: Wire transfer to original account (5-7 business days)
• Cryptocurrency: Original crypto asset returned to wallet (varies by network)

7. Special Circumstances

7.1 Technical Issues

If services are unavailable due to technical problems on our end:

• We will issue service credits or refunds at our discretion
• Extended outages may result in automatic pro-rated refunds
• Users will be notified of technical difficulties and resolution timelines

7.2 Service Cancellation by Voice of the Peninsulas

If we cancel a service you've purchased:

• Full refunds will be issued immediately
• Alternative service options may be offered
• Users will be notified at least 30 days in advance

7.3 Quality Issues

If delivered work doesn't meet agreed standards:

• We offer revisions at no additional cost
• Partial or full refunds if revisions cannot resolve issues
• Disputes are resolved through our customer support team

8. Subscription Cancellation

Important information about cancelling subscriptions:

• You can cancel your subscription at any time through your account settings
• Cancellation takes effect at the end of your current billing period
• You retain access to premium features until the billing period ends
• No immediate refunds for partial billing periods unless within refund period

9. Chargeback Policy

We strongly encourage customers to contact us directly before filing chargebacks with their financial institution. Chargebacks may result in:

• Immediate suspension of your account
• Loss of access to all Voice of the Peninsulas services
• Inability to purchase future services
• Additional fees from payment processors

We are committed to resolving all disputes fairly and promptly. Please reach out to our support team first.

10. Malaysian Consumer Protection

Our refund policy complies with Malaysian consumer protection laws:

• We honor statutory cooling-off periods where applicable
• Clear disclosure of refund terms before purchase
• Fair handling of consumer complaints and disputes
• Compliance with Consumer Protection Act Malaysia

11. International Customers

For customers outside Malaysia:

• Refund policies remain consistent regardless of location
• Processing times may vary based on payment method and bank
• Exchange rates may affect refund amounts for currency conversions
• Local consumer protection laws may apply in addition to our policy

12. Updates to This Policy

We may update this Refund Policy to reflect changes in our services or legal requirements. Updates will be communicated through:

• Email notifications to active subscribers
• Prominent notices on our website
• Updates to this page with revision dates

Changes to this policy will not affect refund eligibility for purchases made before the update.

13. Contact Information

For refund inquiries or support, please contact us:

• Refund Email: refunds@voiceofthepeninsulas.com
• General Support: support@voiceofthepeninsulas.com
• Phone: +60 3-2161 4000
• Business Hours: Monday - Friday, 9:00 AM - 6:00 PM (Malaysia Time)
• Address: Kuala Lumpur, Malaysia