Watchpost Refund and Cancellation Policy

Key points

Summary only; the numbered clauses apply.

1. About this Policy

1.1 This Refund and Cancellation Policy ("Policy") is issued by XYZ Sdn Bhd (Company Registration No. 202601000000) of Malaysia ("Watchpost", "we") (Companies Act 2016 s.30). It sets out terms of sale under the Consumer Protection (Electronic Trade Transactions) Regulations 2024 ("CPETTR", reg. 3 and Schedule).

1.2 It forms part of our Terms of Service ("Terms") (Terms clause 3.3), which prevail in a conflict (Terms clause 3.4). Capitalised terms not defined here have their meanings in the Terms. Examples are Account, Customer, Customer Content, Export Window, Free Trial, Grace Period, Member, Plan Limits, Platform, Subscription, Unsubscribed Access and Workspace Owner. "Grace Period" always means the failed-payment period in Terms clause 11.2. It never means the 14-day window for undoing a deletion.

2. Definitions

3. Subscription terms

3.1 The plan. There is one Subscription plan: RM69 per Workspace per month, billed monthly. There are no other plans or tiers. Prices are in Malaysian Ringgit and include SST (clause 12.3). A Subscription covers all Members of its Workspace and activates immediately on successful payment (Terms clause 7.3). You can correct your order before paying (CPETTR reg. 4) and receive an emailed confirmation (Terms clause 8.2). To correct an error after paying, contact us (clause 11.1).

3.2 Your card renews automatically. Subscribing authorises us, through our payment processor, to charge your default saved card at the start of each Billing Period until you cancel (Terms clause 8.4). Charges appear on your statement with a description that includes Watchpost. We never receive or store your full card number or security code (Terms clause 8.3). You can add or remove cards and choose the default card on the Billing page or in the secure billing portal linked from it.

3.3 Card payment only. Subscriptions are paid by debit or credit card through our payment processor. We do not accept other payment methods for Subscriptions, because a Subscription renews automatically each month.

3.4 Reminders and receipts. We email billing contacts 7 days before each renewal with its date and amount, unless the Subscription is set to end. After each successful payment we email a receipt with links to the invoice and its PDF.

3.5 Unpaid renewals. If a renewal payment fails, clause 7 applies: publishing continues for 7 days (the Grace Period, Terms clause 11.2) and then pauses until payment succeeds. If a renewal is never paid and the Subscription ends, we do not pursue the amount. There is no late fee.

3.6 No plan changes. As there is one plan, there is nothing to upgrade, downgrade or switch to, and no proration. A Billing Manager can subscribe, cancel or resume.

3.7 Promotions. Promotional prices apply only on their stated conditions (Trade Descriptions Act 2011 s.17). Refunds are based on the amount actually paid.

3.8 Free trial. Every Account gets one 30-day free trial, with no card needed (Terms clause 7.4):

4. How to cancel

4.1 A Billing Manager can cancel at any time:

A Consumer may also cancel by any clear words or conduct (clause 13.2).

4.2 Effect. Cancelling stops the next renewal. The Subscription ends at the end of the current Billing Period: publishing and analytics syncing continue until then and nothing more is charged. There is no refund or partial refund for the rest of the period (clause 6). If a renewal payment is overdue when you cancel, publishing continues only until the Grace Period ends (or stays paused if it has already ended), and until the end of the Billing Period only if the overdue payment succeeds.

4.3 Timing. To avoid the next charge, cancel before the renewal date and time shown on the Billing page. A later cancellation takes effect at the end of the new period. Your cancellation email may enter our email system before the renewal time without being processed in time. If we then charge the renewal, we refund that charge in full (clause 11.1; see Electronic Commerce Act 2006 ss.20–23).

4.4 Confirmation and resuming. When you cancel, we confirm it by email to billing contacts, with the date the Subscription ends. Until then, the Billing page shows that date and you can resume the Subscription, which switches the renewal back on. We email billing contacts again when the Subscription ends.

4.5 Deleting a Workspace (Terms clause 26.2), including by deleting your Account, also ends its Subscription:

The unused part of the Billing Period is not refunded. To keep publishing until the end of a paid period, cancel the Subscription first and delete the Workspace once the period has ended.

5. What happens after cancellation

5.1 Your Workspace stays, with its Members, Connected Accounts, media, post drafts and posts. It keeps Unsubscribed Access (Terms clauses 7.1 and 12.3). You can compose, schedule and collaborate within the Plan Limits, and export your data (Terms clause 26.5; PDPA s.43A).

5.2 Publishing stops. Scheduled posts stay "Scheduled" with a "Subscription required" label. If you resubscribe, future posts publish. Posts whose time has passed are marked "Missed (no subscription)", are never published late and can be rescheduled in one click (Terms clause 7.2).

5.3 Analytics syncing stops. Analytics already collected stay viewable and exportable without a Subscription. However, they are kept only for the periods in our Privacy Policy and in Platform rules, and some of those periods are as short as 30 days (Terms clause 15.6). Export what you need before your Subscription ends.

5.4 We do not delete Customer Content because you cancel or do not pay (Terms clause 11.2). The only exception is Platform Data that a Platform's rules require us to delete (clause 5.3). If an Account and all its Workspaces have been inactive and unsubscribed for 24 months, we may close it on at least 30 days' notice (Terms clause 26.3(c); PDPA s.10).

6. Our refund rule

6.1 No refunds for the current month. Your Subscription renews automatically each month until you cancel. We give no refund or partial refund for the current month after you cancel, and no pro-rata refund for unused time or features, for not using the Service, or for any other reason, except for charges made in error. Examples of charges made in error are a duplicate charge, a wrong amount, a charge made after cancellation took effect, a renewal charged after your cancellation email reached us (clause 4.3), an invoice paid after you asked for a Workspace or Account deletion (clauses 4.5 and 10.2), a new price charged without due notice (clause 12.2) and an unauthorised charge (clause 11.4). This does not affect any right to a refund that the law of your country gives you and that cannot be excluded.

Complimentary access (Terms clause 13) involves no payment, so nothing is refundable.

6.2 Problems caused by a Platform do not entitle you to a refund (Terms clause 15.4). Examples are outages, API changes, rate limits and daily limits, audits, content rejections, revoked tokens and the suspension of your own Platform account. The same applies to problems caused by your own systems. If Watchpost's own access to a Platform you use ends permanently, or for more than 30 consecutive days, you may cancel with immediate effect, with no further charges.

7. Failed payments

7.1 Retries and notices. If a renewal payment fails, our payment processor retries the card over the following days. We email your billing contacts when a payment fails, and the Service shows an "Update card" banner with the date the Grace Period ends.

7.2 Grace Period. Publishing and analytics syncing continue for 7 days after the renewal first fails (the Grace Period, Terms clause 11.2). Later failed retries do not extend it. If payment has not succeeded when it ends, publishing and analytics syncing pause: due posts wait, and posts whose time passes are marked "Missed (no subscription)" and are never published late (Terms clause 7.2).

7.3 Paying. When a Billing Manager adds or chooses a card on the Billing page, we try the unpaid renewal with that card at once. When it is paid, publishing resumes and we email a receipt. Reschedule any missed posts you still want.

7.4 If payment never succeeds. After the final retry, the Subscription is cancelled and the Workspace keeps Unsubscribed Access. Nothing is deleted, the unpaid amount is not pursued (clause 3.5) and you can subscribe again at any time.

8. Outages

8.1 No service credits. We work to keep the Service available, but we give no service credits or refunds for outages or unavailability (Terms clause 21.1). Clause 9.1 still applies.

8.2 Not used.

8.3 Not used.

8.4 Not used.

8.5 Not used.

8.6 Not used.

9. Refunds the law requires

9.1 Your statutory rights. This does not affect any right to a refund that the law of your country gives you and that cannot be excluded. See also clause 13.

9.2 Other Customers. If you are not a Consumer and we breach Terms clause 22.1, you may require us to remedy the breach within a reasonable time. If the breach cannot be remedied, is substantial, or is not remedied within a reasonable time, you may cancel with immediate effect, with no further charges. Your other remedies are subject to Terms clause 23.

9.3 Not used.

10. How we pay refunds

10.1 We issue approved refunds within 7 days of approval. Refunds go to the card that was charged, in the same Ringgit amount, and we do not deduct our payment processor's fees. Card refunds usually reach you within 5 to 10 business days, depending on your card issuer. If a card refund fails (for example, because the card account is closed), we pay by bank transfer to a verified account in the name of the cardholder or the Customer. We cannot refund currency-conversion differences or fees your bank charges, unless our billing error caused them.

10.2 Charges after a deletion request. If a renewal is charged after you asked us to delete the Workspace or your Account (clause 4.5), our systems alert us and we refund the charge in full to the card it was taken from, without waiting for you to ask, normally within 7 days of the charge.

10.3 Tax. A refund includes any SST charged on the refunded amount. We issue a credit note that refers to the original invoice (Service Tax Act 2018; Service Tax Regulations 2018). Where e-Invoicing applies to us, we also issue a refund note e-Invoice (Income Tax Act 1967 s.82C).

11. Billing errors and chargebacks

11.1 Errors. Tell [email protected] promptly about a wrong charge. We refund in full:

This is usually faster than a bank dispute and does not affect your right to dispute a charge with your bank.

11.2 Chargebacks. If you dispute a card payment, our payment processor tells us. If we agree that the charge was wrong, we accept the dispute and suspend nothing. Otherwise, we submit evidence through our payment processor to the card network and your bank, limited to what the dispute needs:

We do not send your posts, media or analytics. While the dispute is open, we may suspend Subscription features (Terms clauses 8.8 and 25.1(e)). Unsubscribed Access continues and nothing is deleted.

11.3 If the dispute goes your way, nothing more is due for that charge. If it goes our way, Fees remain payable for any period in which Subscription features were provided (Terms clause 8.8). We charge no chargeback fee. If an amount is both refunded and charged back, we may recover it.

11.4 Unauthorised payments. Report unauthorised card use to your bank and to us at once. We will cancel the Subscription, refund or help reverse any charge we confirm was unauthorised, and cooperate with your bank.

12. Price changes

12.1 We give at least 30 days' notice of a Fee change by email to the Workspace Owner and billing contacts, and in the Service (Terms clause 10.1). The change applies from your first renewal after the notice period and never to a Billing Period already paid.

12.2 If you do not accept the change, cancel before it applies. If we charge a new price without due notice, we refund the difference.

12.3 SST (service tax). Prices include SST (CPETTR, Schedule; Consumer Protection Act 1999 s.12). Until we are registered for service tax, no tax is charged and RM69 is the full price. Once we are registered, the price stays RM69.00 a month including SST at the prevailing rate (at 8%, RM63.89 plus RM5.11 SST), and the invoice shows the SST amount (Terms clause 9.1). Our registration therefore does not change what you pay. If a change in the tax rate or the law would change the amount you pay, we give 30 days' notice where possible, and otherwise as much notice as is practicable, and you may cancel before the change applies.

13. Your statutory rights

13.1 Nothing in this Policy excludes, restricts or modifies rights that cannot be excluded by agreement under the Consumer Protection Act 1999 (s.6), the Contracts Act 1950, Data Protection Law or any other law.

13.2 The Service is sold for business use (Terms clause 4.2), so most Customers are not Consumers. If you are one, the guarantees in Part VIII (ss.53–56) and the remedies in Part IX (ss.57–65) apply. You may cancel by any clear words or conduct, though we ask for writing where practicable (s.63).

13.3 Consumers may take unresolved complaints to the Ministry of Domestic Trade and Cost of Living (KPDN) or the Tribunal for Consumer Claims (claims up to RM50,000; s.98). Customers anywhere in the world are welcome. Consumers outside Malaysia keep the mandatory protections of their own country's law and may contact us to use them.

13.4 The time limits in this Policy do not shorten the time to bring a legal claim (Contracts Act 1950 s.29; Limitation Act 1953 s.6).

14. Requests, complaints and records

14.1 Send requests and complaints to [email protected], or through the Contact page on our website. Include the Workspace name, invoice number and reason. Never send card numbers or security codes; we will never ask for them. We acknowledge within 2 working days and give a decision, with reasons, within 14 days. You may escalate by writing to the same address with the subject "Escalation", and Terms clause 28 then applies. Consumers also keep the options in clause 13.3.

14.2 We handle request data under our Privacy Policy (PDPA s.6(2)(a) and (c)). If we need bank details for a refund, we tell you how to send them securely. We use them only to make that refund and keep them only as part of its payment record. We keep:

15. Changes and language

15.1 We give 30 days' notice of changes that reduce your rights under this Policy (Terms clause 27). You may then cancel your Subscription with immediate effect, with no further charges (Terms clause 27.2). No change affects an earlier payment unless it is more favourable to you.

15.2 English is the operative version. If we publish a Bahasa Malaysia translation ("Polisi Bayaran Balik dan Pembatalan"), the English version prevails unless Malaysian law requires otherwise (Terms clause 32).

16. Change log

XYZ Sdn Bhd (Company Registration No. 202601000000) · Malaysia · [email protected] (support, legal notices and our Data Protection Officer)