Refund Policy

Refund and Cancellation Policy

Effective Date: 24 July 2026

This Refund and Cancellation Policy applies to payments made through the NEAST platform, operated by NEAST SDN BHD (Registration No. 1647311-V).

By making a payment through NEAST, you agree to this Policy.

1. Refund Eligibility

A refund may be considered in the following situations:

• You were charged more than once for the same transaction.
• Your payment was successfully charged, but the service, order, reward or benefit was not provided due to a verified NEAST technical error.
• A participating merchant cancelled your order or was unable to provide the purchased product or service.
• An incorrect amount was charged due to a verified system error.
• The transaction was not authorised by you, subject to investigation and verification.
• A refund is required under applicable law.

All refund requests are subject to review. Submitting a request does not automatically guarantee approval.

2. Non-Refundable Payments

Unless required by applicable law, refunds will generally not be provided for:

• Change-of-mind requests after a service, membership benefit, voucher, reward or promotion has been issued, used, redeemed or expired.
• Services that have already been fully provided.
• Platform, payment-processing or administrative fees that have already been incurred or used to process a completed transaction.
• Incorrect payment, recipient, owner or bank details entered or confirmed by the user.
• NEAST Points, promotional points, bonuses, discount codes or complimentary rewards.
• Transactions that breach NEAST's Terms of Use, reward rules or fraud-prevention requirements.
• Transactions that cannot be verified due to missing, false or incomplete information provided by the user.

3. Rent Payments

A rent payment may only be cancelled while it is still pending and has not been transferred, settled or credited to the owner or intended recipient.

Once a rent payment has been successfully transferred, settled or credited to the owner or intended recipient, the payment is considered completed and is generally non-refundable.

NEAST may assist with a recovery request, but a completed rent payment will only be refunded where:

• The payment was duplicated.
• The payment was sent incorrectly due to a verified NEAST system error.
• The owner or recipient agrees to return the funds.
• A refund is required by applicable law.

A dispute between a tenant and owner does not automatically reverse or cancel a completed rent payment.

NEAST is not responsible for losses caused by incorrect owner, bank account, payment or recipient details entered or confirmed by the user, except where the loss was directly caused by NEAST's own verified error.

4. Merchant Purchases

Products and services offered by participating merchants are supplied by the relevant merchant unless NEAST is clearly identified as the seller.

The merchant's own return, exchange and refund conditions may apply.

NEAST may assist users in communicating with merchants but cannot guarantee that a merchant refund request will be approved.

Where a merchant approves a refund, the refund will normally be returned through the original payment method.

5. NEAST Points and Rewards

NEAST Points, promotional rewards, bonuses and complimentary benefits:

• Are not cash.
• Cannot normally be withdrawn or exchanged for cash.
• Cannot be transferred unless expressly permitted by NEAST.
• May be cancelled, reversed or deducted if the related payment is refunded, cancelled, reversed, disputed or found to be invalid.

Any points earned from a refunded transaction will be removed from the user's NEAST account.

6. How to Request a Refund

Refund requests should be submitted within seven (7) calendar days from the transaction date, or as soon as reasonably possible for duplicate, unauthorised or system-error transactions.

Please contact:

Email: [email protected]

Please include:

• Full name
• Registered email address or phone number
• Transaction ID
• Transaction date
• Transaction amount
• Reason for the refund request
• Supporting documents, screenshots or payment records

NEAST may request additional information or identity verification before reviewing the request.

Incomplete requests may take longer to process or may be rejected if the transaction cannot be verified.

7. Unauthorised Transactions

Suspected unauthorised transactions must be reported to NEAST immediately.

Users should also contact their bank, card issuer or payment provider as soon as possible.

NEAST may temporarily restrict the account or transaction while an investigation is conducted.

A refund will only be processed after the transaction has been reasonably verified as unauthorised, subject to applicable law and the payment provider's rules.

8. Refund Processing Time

We will normally acknowledge a complete refund request within two (2) business days.

Approved refunds are normally submitted to the original payment method within seven (7) to fourteen (14) business days.

The time required for the refund to appear in your account depends on your bank or payment provider and is outside NEAST's direct control.

Refunds will not normally be paid to a different bank account, card or wallet.

9. Fraud, Abuse and Duplicate Claims

NEAST may reject, suspend or investigate refund requests involving:

• False or misleading information.
• Duplicate refund requests.
• Fraudulent transactions.
• Reward or promotion abuse.
• Transactions already refunded, reversed or charged back.
• Attempts to obtain both a refund and the related product, service, points or reward.

Accounts involved in suspected fraud or abuse may be suspended while investigations are carried out.

10. Subscription Cancellation

Where NEAST offers recurring subscriptions, users may cancel before the next billing date.

Cancellation prevents future subscription charges.

Cancellation does not automatically entitle the user to a refund for the current billing period or for benefits already provided.

11. Changes to This Policy

NEAST may update this Policy from time to time.

The latest version will always be published on the NEAST website or application together with its effective date.

Nothing in this Policy limits or removes any consumer rights that cannot legally be excluded under applicable law.

12. Governing Law

This Policy is governed by the laws of Malaysia.

13. Contact Us

NEAST SDN BHD

Registration No.: 1647311-V

Email: [email protected]

Last Updated: 24 July 2026