Refund Policy

30-Day Money-Back Guarantee

We stand behind our services. If you're not satisfied within 30 days, we'll refund your payment in full.

Effective Date: December 19, 2025

At IBN ZELT (SSM: 201403253913 / IP0418148-M), we are committed to customer satisfaction. This Refund Policy outlines the terms and conditions for refunds on our digital accounting and tax services. By using our services, you agree to the terms of this policy.

1. Subscription Services Refund

30-Day Full Refund Period

For all new subscription plans, we offer a 30-day money-back guarantee:

Request a full refund within 30 days of your initial subscription purchase
No questions asked - simply contact our support team
Applies to Basic, Professional, and Premium subscription plans
Refund will be processed to your original payment method

Pro-Rated Refunds (After 30 Days)

After the 30-day guarantee period:

Monthly Plans: No refund for the current billing period; cancellation takes effect at the end of the billing cycle
Annual Plans: Pro-rated refund available for unused months (less a 10% administrative fee)
Refund calculated based on full months remaining in the subscription term

2. Professional Services Refund

Tax Preparation & Filing Services

Before Work Commences: Full refund available
Work in Progress: Partial refund based on work completed (assessed case-by-case)
After Filing Submission: No refund for completed tax filings submitted to LHDN
Service Errors: If we make an error, we will correct it at no additional cost or provide a full refund

Bookkeeping & Advisory Services

Monthly Services: Refund for any prepaid months not yet serviced
Consultation Services: No refund after consultation has been provided
Document Preparation: Refund available if documents have not yet been delivered

3. Non-Refundable Items & Services

The following are not eligible for refunds:

Government fees paid on your behalf (SSM registration, LHDN penalties, etc.)
Third-party service fees (e-signature services, payment processing fees)
Completed and submitted tax filings
Custom development work or integrations already delivered
Training sessions or consultations already conducted
Free trial periods that have been converted to paid subscriptions beyond 30 days
Services obtained through special promotions marked as non-refundable

4. How to Request a Refund

To request a refund, please follow these steps:

Contact Us: Email ashraf@ibnzelt.com with subject line "Refund Request"
Provide Details: Include your account email, subscription type, and reason for refund
Verification: Our team will verify your account and eligibility
Confirmation: You will receive confirmation within 2 business days
Processing: Approved refunds are processed within 5-14 business days (depending on payment method)

Alternatively, you may call us at 1-700-81-9747 or WhatsApp us at +60 12-584 3557 during business hours (Monday - Sunday, 10:00 AM - 5:00 PM).

5. Refund Processing & Timeframes

Processing Time by Payment Method

Payment Method	Refund Timeframe
Credit/Debit Card (Visa, Mastercard)	5-14 business days
Online Banking (FPX)	3-7 business days
Bank Transfer	3-5 business days
E-Wallet (GrabPay, Touch 'n Go)	1-3 business days

Note: Refund processing times depend on your financial institution. IBN ZELT processes refunds within 2 business days of approval. Additional time may be required by your bank or payment provider.

6. Subscription Cancellation

You may cancel your subscription at any time:

Monthly Subscriptions: Cancel anytime; service continues until the end of your billing period
Annual Subscriptions: Cancel anytime; eligible for pro-rated refund as described above
Data Access: You retain access to export your data for 30 days after cancellation
Reactivation: You may reactivate your account within 90 days without losing your data

To cancel, log into your dashboard and navigate to Settings > Billing > Cancel Subscription, or contact our support team.

7. Disputes & Chargebacks

If you have a billing dispute, please contact us first before initiating a chargeback with your bank or credit card company. We are committed to resolving any issues promptly and fairly.

Contact our support team within 60 days of the charge
Provide details of the disputed transaction
We will investigate and respond within 5 business days
Chargebacks initiated without contacting us may result in account suspension

8. Service Credits

In some cases, we may offer service credits instead of monetary refunds:

Service credits can be applied to future billing periods
Credits do not expire as long as your account remains active
Credits are non-transferable and have no cash value
You may request a monetary refund instead of credits within the eligible refund period

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We will notify existing customers of material changes via email. Your continued use of our services after any changes indicates acceptance of the updated policy.

10. Contact Us

For questions about this Refund Policy or to request a refund, please contact us:

IBN ZELT

SSM: 201403253913 (IP0418148-M)

Email: ashraf@ibnzelt.com

Phone: 1-700-81-9747

WhatsApp: +60 12-584 3557

Address: No. 8, Kampung Tengku Hussien Lama, 30020 Ipoh, Perak, Malaysia

Consumer Rights

This Refund Policy does not affect your statutory rights under Malaysian consumer protection laws, including the Consumer Protection Act 1999. If you believe your consumer rights have been violated, you may contact the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) or the Tribunal for Consumer Claims.

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