Seven-day commercial request window
Raise a commercial refund concern no later than seven days (168 hours) after the relevant payment was completed. Each payment has its own deadline; an account edit, plan change or later message does not restart it. The application displays times in Singapore time and stores timestamps in UTC. The operator may ask for a receipt and payment reference to confirm the actual completion time.
Request and review
Submit the concern through Plan & billing > Refund requests or the operator's published billing contact. Identify the relevant payment, the amount requested and the reason with reasonable supporting information. Keep the acknowledgement. A request submitted within the window is accepted for review; it is not an automatic refund promise. We may seek further information to verify account ownership, payment, the reported issue and the appropriate remedy.
Scope and exclusions
Commercial requests outside the seven-day window are normally declined. Refunds may be declined for unverified payments, duplicate claims, misuse, fraud, failure to provide reasonably necessary information or a concern that does not justify a refund under the agreed service terms. Any disclosed, lawful usage-based adjustment must be fair and applied consistently. We do not impose a new undisclosed charge solely because a customer asks for a refund. This policy does not restrict remedies that applicable law requires.
Decision, amount and payment route
We may approve a full or partial refund after reviewing the facts. The total returned cannot exceed the verified amount received for that payment, less amounts already refunded. Approved refunds are normally returned to the original payment route after verification; provider processing times may apply. A refund marked pending or approved is not yet a completed payment. We will not describe a refund as paid until its completion reference has been recorded.
Cancellation and digital access
Stopping a future renewal is different from returning a completed payment. Cancellation does not itself create a refund entitlement. Access, unused entitlements, promotions and points associated with a refunded transaction may be adjusted consistently with the decision and applicable law. Lawful remedies for service failures, unauthorised charges or other protected matters are not waived.
Statutory and exceptional concerns
The seven-day window is a commercial policy, not an attempt to remove mandatory rights. If you believe a legal remedy applies after the window, choose the statutory/exceptional review route or contact the operator. A late request can be recorded for review and does not guarantee approval. Nothing prevents a lawful complaint to an authority, a payment dispute or a claim that cannot be excluded by contract.
Records and current submission channel
We retain the request, its timestamp, the policy version, review history, approved amount and any completed-refund reference for administration and accounting. A browser-only installation saves the request on that device; a local save is not proof that it has reached staff on another device. Use the operator's confirmed submission channel when relying on a deadline. Posted refunds reduce recorded revenue; pending requests are shown separately in P&L.