Refund Policy
30-Day Money-Back Guarantee
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 Zelt Digital, a service of 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 [email protected] 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. Zelt Digital 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:
Zelt Digital
A service of Ibn Zelt (SSM: 201403253913 / IP0418148-M)
Email: [email protected]
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.