Cancellation and Refund Policy

Effective date: 29 April 2026 · Last updated: 29 April 2026 · Consumer jurisdiction: Malaysia · Operates consistently with Malaysian Standard Time (UTC+8)

This Cancellation and Refund Policy (“Policy”) supplements the Terms and Conditions (“Terms”) for digital online courses (“Course(s)”), memberships, bundles, or other prepaid access granting login credentials, streamed modules, downloadable workbooks licensed under the Course, community access gated by entitlement, onboarding emails, quizzes, badges, transcripts, supplementary live sessions labelled part of entitlement, cohort seats, mentorship where bundled, SaaS licences we explicitly resell in writing, collectively (“Deliverables”), sold by CloneMastery (“we” / “us”) to customers (“you”).

1. What counts as “delivery” (no refund stage)

For refund timing, a Course (or component) is delivered when any of the following first occurs:

• Your account credentials for the learning environment are issued or reset for first-time access.
• Any module, unit, video, live session recording, digital asset, download link, progress checkpoint, or assessment attempt becomes available to you under that licence.
• Email or system notification confirms activation of your entitled seat (including third-party SSO or cohort invitation acceptance linked to the purchase).
• A scheduled live kick-off or cohort onboarding event you were entitled to attend has commenced (even if you do not attend).

After delivery, you acknowledge that the performance of the digital service has begun with your prior express consent (checkout acknowledgement and access actions) and that statutory cooling-off rights for digital content may be limited under applicable instruments once performance has started—subject always to Section 6 (non-excludable rights).

2. Standard rule: no refund after delivery

Except as listed in Sections 3–6, all payments are final after delivery. This reflects the immediate consumability of digital knowledge products, irrevocable unlocking of copyrighted teaching assets, instructor scheduling, platform capacity, community fairness, mentorship seat allocation where applicable, irrevocable reseller settlement to third-party tool partners when bundled licence keys redeemed, irrevocable taxation remittance timelines, irrevocable influencer commission splits irrevocably accrued.

3. Pre-delivery cancellations

• Before credentials are activated: you may cancel and request a refund by emailing support@clonemastery.com quoting your checkout email, invoice / order identifier, approximate Malaysia Standard Time (“MYT”) of purchase.
• If your payment clears and we approve cancellation strictly before issuance of access, we endeavour to approve within five (5) Malaysia business days, refund returning to original payment rails subject to PSP timelines (often 5‑14 Malaysia banking days).
• If access auto-provisions milliseconds after payment succeeds, deem Section 2 applied—we will verify server timestamp logs impartially.

4. Duplicate or erroneous charges

If you are charged twice for the same order through a demonstrable processing error, or if an obvious duplicate authorisation appears on your statement, contact us with your order reference and bank or payment-provider references. After verification, we will reverse the duplicate within a reasonable period, subject to payment-scheme and banking settlement timelines. This does not limit any non-excludable rights you may have under Malaysian law.

5. Prolonged access failure

If our primary course delivery platform is unavailable to you for an extended period through a fault on our side (not your device, internet provider, or third-party tools outside our control), notify support with reasonable detail. We will work to restore access and may, at our discretion, extend your access period or offer a non-cash remedy consistent with our Terms. This section does not automatically grant a cash refund where access is restored or where content was already supplied and consumed.

6. Mandatory non-excludable statutory rights (Malaysia)

Nothing in this Policy excludes, restricts, or modifies any guarantee, remedy, or right that cannot be excluded under Malaysian consumer-protection legislation (including the Consumer Protection Act 1999, related regulations such as unfair terms and unfair conduct rules where applicable), tribunal orders or directions, PDPA grievance processes, unconscionable-conduct doctrines, or mandatory standards for digital content conformity as they apply to your matter and as interpreted by Malaysian courts or competent tribunals at the relevant time. If a tribunal or court orders a refund or price reduction that applies to you, we will comply within the timeframes set out in that order after it becomes final, or sooner if we agree in writing.

7. Chargebacks and payment disputes

• Initiating unwarranted chargebacks after delivery may cause account suspension and recovery of costs where permitted.
• Cooperate with evidence packs (access logs, IP region flags, download logs, completion timestamps, communications) to assist banks / card networks / e-wallet issuers / domestic trade dispute officers / tribunal officers.
• Malaysia payment channel rules (FPX, local cards, e-wallets) follow their dispute windows—late claims may be declined by networks before we may assist.

8. Subscription or instalment plans (if offered)

If instalments or periodic billing exist for a defined programme, partial periods already delivered remain non-refundable; future undelivered periodic segments may be cancellable per written marketing terms at purchase snapshot (archived page). Early termination fees or remaining commitment accelerations will be stated before you commit.

9. Promotional coupons, affiliate codes, enterprise POs

Discount stacking rules, affiliate overrides, enterprise master services agreements, educational institution purchase orders, sales-tax inclusive Malaysia e-invoicing adjustments, reseller channel fee splits, marketing agency funded scholarships, charity partnerships, government upskilling grants may impose third-party refund approval layers—delays caused by third-party grant clawbacks are outside our control but we assist reasonable documentation.

10. Process to request review

1. Email support@clonemastery.com with subject line REFUND-REVIEW.
2. Include full name, registered email, order id, MYT purchase time, concise facts, desired remedy.
3. Allow up to ten (10) Malaysia business days for substantive human review (complex multi-gateway investigations may extend—we communicate delays).
4. Provide any extra identity corroborating artefacts we reasonably request compliant with AML / fraud / PDPA proportionality.

11. Survival

Payment dispute cooperation, truthful representations, accrued liability sections, governing law carve-outs referenced in Terms survive cessation of access.

12. Interpretation stamping

Capitalised meanings align with Terms. Day counts referencing “business days” exclude Malaysian federal public holidays and weekends unless stated “calendar days”. Nothing in ornate enumeration changes substantive legal meaning—plain Malay / English judiciary interpretive doctrines apply.