Refund & Cancellation Policy

1. Scope and payment methods

This policy applies to class bookings and digital learning modules purchased directly from CelikTutor.

• It covers payments made through Billplz/FPX, bank transfer, DuitNow QR, or another method accepted by CelikTutor.
• A payment is treated as completed only after it is verified in CelikTutor's records. A browser receipt, bank screen, or Billplz return page alone is not final confirmation.
• This policy forms part of CelikTutor's Terms of Use and does not limit rights or remedies that cannot be excluded under Malaysian law.

2. Before approval or payment

• No payment is required while a class request is pending teacher/admin review. A pending request may be cancelled from the parent dashboard where available.
• After approval but before payment, the parent may request cancellation or another available slot without a cancellation charge.
• Closing or leaving Billplz before a successful payment does not cancel the approved booking automatically. The booking may remain awaiting payment until it is cancelled, expires, or is otherwise updated by CelikTutor.

3. Paid class bookings

A request is measured from the scheduled class start time in Malaysia time (MYT).

• At least 24 hours' notice: the parent may request one reschedule to an available equivalent slot or request a refund. Any price difference for a replacement class will be agreed before confirmation.
• Less than 24 hours' notice: the payment is normally non-refundable because the teacher and seat have been reserved. CelikTutor may offer a replacement class or account credit in exceptional circumstances, subject to availability.
• No-show or late arrival: no refund is normally provided. A class that has started is treated as delivered even if the student joins late or does not attend.
• For a paid package, attended or started classes are not refundable. If a cancellation is approved, any refund for unused future classes is calculated on a reasonable pro-rata basis after deducting classes already delivered.
• Submitting a cancellation or reschedule request does not itself approve the request. CelikTutor will confirm the outcome through the dashboard, email, or an agreed contact channel.

4. Cancellation or disruption by CelikTutor

• If CelikTutor or the assigned teacher cancels a class and no suitable replacement is agreed, the parent may choose a full refund for the affected class or equivalent account credit.
• If a material technical or operational problem within CelikTutor's control prevents an online class from being delivered, CelikTutor will offer a replacement class, credit, or refund for the affected class.
• CelikTutor is not responsible for a student's device, internet connection, software, or environment. We will still consider reasonable evidence and may offer a goodwill replacement where appropriate.

5. Digital learning modules

• Before access or a secure download is provided, a paid module order may be cancelled for a full refund if fulfillment has not started.
• After access or download is provided, digital modules are generally non-refundable because the digital content has been delivered.
• A refund, replacement, or other remedy remains available where required by law or where the module is materially defective, materially different from its description, duplicated in the same transaction, or cannot be accessed because of a CelikTutor fault that we cannot resolve within a reasonable time.
• A change of mind, device incompatibility not stated to CelikTutor before purchase, or failure to use an accessible module is not normally a refundable reason.

6. Billplz/FPX, failed and duplicate payments

• A completed FPX payment cannot be reversed automatically at the banking-network level. If a refund is approved, CelikTutor must send a separate bank disbursement, which may be processed through Billplz Payment Order or another agreed bank-transfer method.
• For an approved Billplz/FPX refund, CelikTutor may request the payer's full name, Malaysian bank name, and bank account number because payer bank details are not supplied to us for reuse. We may verify that the recipient is the payer or purchaser before sending funds.
• Never send us your online-banking password, PIN, TAC, OTP, card security code, or complete card credentials. CelikTutor does not need them to process a refund.
• An unpaid, cancelled, or failed Billplz bill is not a completed payment. If your bank account was debited but CelikTutor still shows unpaid, contact us with the Billplz Bill ID, payment date, amount, and bank reference so we can reconcile it.
• A verified duplicate charge for the same purchase will be refunded for the duplicated amount. Do not retry payment while a Billplz payment is still being verified unless CelikTutor confirms that it failed.

7. Refund amount, method, and timing

• An approved refund will not exceed the amount CelikTutor actually received for the affected class or module. Any partial refund calculation and reason will be communicated before processing.
• CelikTutor does not charge its own refund administration fee. Any unavoidable third-party or bank deduction will only be applied where legally permitted and disclosed before the refund is sent.
• Where practicable, refunds are returned to the original payer. Billplz/FPX refunds may require a separate transfer to a verified Malaysian bank account rather than a reversal to the original transaction.
• We aim to acknowledge a complete request within 2 business days, decide it within 5 business days, and initiate an approved refund within 7 business days. Bank, verification, weekend, public-holiday, or Payment Order processing may mean funds take up to 14 business days to arrive after approval.
• A refund is complete only when the disbursement is confirmed. We will notify the requester if a transfer fails or further information is required.

8. How to request a cancellation or refund

• Use the cancellation/reschedule action in the parent dashboard where available, or email hello@celiktutor.my.
• Include the parent name and account email, booking or order reference, student name where relevant, amount and payment date, Billplz Bill ID or bank reference, the requested remedy, and a short explanation with supporting evidence.
• Do not publish bank or student information in public messages. CelikTutor may request identity or ownership verification before discussing a payment or sending funds.
• If you disagree with a decision, reply with the relevant reference and reasons for review. Nothing in this process prevents you from using any statutory complaint or consumer-redress channel available to you.