Refund Policy

Last Updated: April 17, 2026

1. Introduction

This Refund Policy applies to payments made through our website, system, sales representatives, partners, events, and related Healthie channels. By making a purchase, registration, or payment with Healthie, you agree to this Refund Policy.

2. General Refund Principles

All refund requests are subject to review and approval by Healthie. Refund eligibility depends on the type of product, service, package, plan status, usage condition, and whether the request falls within the applicable refund window.

• Refunds are not automatic
• Refund approval is subject to compliance with our terms and verification process
• Processing fees, payment gateway charges, and administrative charges may be non-refundable where applicable
• Healthie reserves the right to reject incomplete, abusive, fraudulent, or non-compliant refund requests

3. Experience Plans and Trial-Based Packages

3.1 Refund Window

For selected experience plans, trial programs, or promotional packages, a refund request may be considered within 30 days from the activation date, registration date, delivery date, or other date determined by the specific offer terms.

3.2 Eligibility Conditions

To qualify for a refund under a trial or experience-based package, the following conditions may apply:

• The request must be submitted within the approved refund window
• The product or service must not be materially damaged, abused, or misused
• Any required product return, inspection, or service verification must be completed
• The customer must comply with any campaign, plan, or package-specific terms accepted during registration

3.3 Non-Compliance

If any of the required conditions are not met, Healthie may reject the refund request or deduct relevant charges before refund approval.

4. Deposits, Registration Fees, and Advance Payments

4.1 Deposits

Deposits may be refundable, partially refundable, or non-refundable depending on the package terms, inspection outcome, delivery condition, and whether the customer has complied with all applicable requirements.

4.2 Registration Fees

Registration fees, booking fees, reservation fees, or onboarding fees are generally non-refundable unless otherwise stated in writing.

4.3 Advance Payments

Advance payments made to secure stock, booking slots, promotional pricing, or limited-time package availability may be treated as non-refundable, especially after allocation, scheduling, or confirmation has been completed.

5. Non-Refundable Items and Situations

The following are generally not refundable unless otherwise required by law or approved in writing by Healthie:

• Completed services or fulfilled consultations
• Products that have been used, damaged, altered, or mishandled
• Products returned in unsellable or non-original condition
• Custom-made, special-order, or personalized items
• Promotional items marked as non-refundable or final sale
• Administrative fees, processing fees, payment gateway charges, and delivery charges
• Packages cancelled after activation, fulfillment, or substantial usage
• Claims submitted outside the allowed refund period

6. Cancellation Policy

6.1 Before Confirmation or Activation

If a cancellation request is made before product dispatch, service scheduling, or package activation, the payment may be eligible for full or partial refund review.

6.2 After Confirmation, Scheduling, or Activation

Once an order, plan, or booking has been confirmed, activated, scheduled, or processed, cancellation may result in:

• No refund
• Partial refund only
• Administrative deductions
• Forfeiture of deposit or booking fee

6.3 Event and Promotional Registrations

Payments for event slots, promotional registrations, roadshows, or limited-capacity campaigns may be non-refundable after confirmation, especially where reservation of manpower, stock, venue, or logistics has already been made.

7. Product Return and Inspection

Where a refund depends on product return, the product must be returned according to Healthie’s instructions. We may require an inspection before confirming the refund amount.

• Returned items must include all relevant accessories, parts, and original materials where applicable
• Missing parts, damages, stains, misuse, or abnormal wear may reduce or void the refund amount
• Transportation, collection, and return handling charges may be deducted where applicable

8. Refund Request Procedure

To request a refund, customers should contact Healthie support and provide sufficient information for verification.

• Full name and contact number
• Order number, invoice number, package number, or registration reference
• Reason for refund request
• Supporting documents, photos, payment proof, or related evidence where required

Healthie may request additional information before making a final decision.

9. Refund Processing Timeline

Once a refund is approved, processing generally takes 7 to 14 working days, or such other period as reasonably required based on banking systems, payment gateways, internal verification, or administrative review.

• Weekends and public holidays are not counted as working days
• Actual crediting time depends on your bank, card provider, e-wallet, or payment platform
• Delays may occur if supporting information is incomplete or under investigation

10. Method of Refund

Refunds will generally be made using the original payment method where possible. If this is not possible, Healthie may determine an alternative method, including bank transfer, account credit, or other reasonable arrangement.

• Customers may be required to provide accurate bank details
• Healthie is not responsible for delays caused by incorrect account information submitted by the customer
• Store credit, replacement, rescheduling, or package adjustment may be offered as an alternative where appropriate

11. Fraud, Abuse, and Policy Misuse

Healthie reserves the right to reject any refund request where there is reasonable suspicion of fraud, abuse, excessive repeated claims, dishonest conduct, manipulation of trial policies, or misuse of promotional campaigns.

• Providing false information may result in rejection of the refund request
• Repeated abuse may result in account restriction or blacklisting
• Healthie may retain records for compliance, dispute handling, and fraud prevention purposes

12. Exceptions and Legal Rights

Nothing in this Refund Policy excludes any rights that may apply under Malaysian law. Where required by law, Healthie will process refunds, replacements, or remedies in accordance with applicable legal requirements.

13. Contact Us

14. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, services, or legal obligations. Any updated version will be posted on our website and will take effect from the date of publication unless otherwise stated.

15. Governing Law

This Refund Policy is governed by the laws of Malaysia. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the Malaysian courts.