Refund Policy (Digital Products)

• Introduction
  • Purpose
    • The purpose of this Refund Policy is to define the terms under which refunds will be issued for digital products purchased from HOI. This policy is designed to ensure clarity and fairness to both the company and the customers while recognizing the unique nature of digital goods.
  • Scope
    • This policy covers all digital products sold by HOI, including, but not limited to, membership, roadtax, insurance, and takaful.
• Policy Statement
  • General Statement
    • At HOI, we understand the importance of customer satisfaction. However, due to the digital nature of our products, our policy is to offer refunds only under specific conditions. This policy outlines these conditions in compliance with Malaysian law.
• Eligibility Criteria
  • Time Frame
    • Customers are eligible to request a refund within 7 days of their purchase date.
  • Conditions for Refund
    • A refund may be issued under the following conditions:
      • non-delivery of the product due to issues with electronic mail or downloading;
      • download and unzipping issues that prevent access to the product;
      • major defects in the product that prevent it from functioning as described; and/or
      • significant discrepancies between the product's description and its actual functionality.
      • policy is not yet generated
      • roadtax is not yet issued
  • Exclusions
    • Refund requests will not be considered in the following scenarios:
      • if the customer changes their mind after purchase;
      • for minor bugs or issues that do not materially affect the performance of the product; and/or
      • if the customer lacks the technical ability or skill to use the product effectively.
      • customer ID is blacklisted / prevented by officials to renew their roadtax
      • vehicle ID is blacklisted / prevented by officials to renew their roadtax
• Refund Process
  • Request Procedure
    • To initiate a refund request, customers must contact our customer support team at renewal@hoi.my, providing their order details and a clear explanation of the issue that warrants the refund.
  • Verification Process
    • Our team will require proof of purchase and will conduct an investigation into the stated issues with the product. The verification process will include examining the nature of the complaint and determining its validity according to this policy.
  • Response Time
    • We aim to respond to all refund requests within 72 hours of receipt.
• Refund Issuance
  • Refund Method
    • Approved refunds will be processed through the same payment method used for the original transaction.
  • Processing Time
    • Once a refund is approved, it will typically be processed within 7 business days.
• Exceptions/Special Circumstances
  • Case-By-Case Basis
    • We acknowledge that there may be unique situations that require individual assessment. These cases will be reviewed on a case-by-case basis, taking into consideration customer satisfaction and the performance of the product.
  • Updates to Digital Products
    • Updates or improvements to digital products after purchase do not qualify for refunds unless the updated product fails to meet the original specifications outlined at the time of purchase.
• Jurisdiction
  • This policy is created in accordance with Malaysian law, which governs its interpretation and enforcement. It is also subject to any consumer protection regulations applicable in Malaysia.
• Contact Information
  • For any questions or concerns regarding our Refund Policy, customers can contact our support team at renewal@hoi.my.
• Acknowledgement
  • By purchasing digital products from HOI, customers are agreeing to this Refund Policy. We reserve the right to amend this policy at any time and any significant changes will be communicated to our customers through our official channels. It is the responsibility of the customer to be aware of our Refund Policy at the time of purchase.