This Refund and Cancellation Policy explains how XEEP PLT (Company Registration No. 202504002688) handles refunds for hardware-subscription bundles and subscription cancellations. Please note that Xeep Device hardware is only sold as part of subscription bundles and cannot be purchased separately. This policy supplements our Terms of Sale and Terms of Service. For complete details, please refer to those documents.
IMPORTANT: Xeep Device hardware is ONLY sold as part of subscription bundles. We do not sell the Xeep Device as a standalone product. All hardware purchases include either:
When you purchase a bundle, you are purchasing both the physical device and a subscription service together. Refund policies apply differently to each component as outlined in this document.
For current bundle pricing and options, visit https://xeep.io/pricing
In accordance with the Consumer Protection Act 1999 of Malaysia, you have the right to return your Xeep Device within seven calendar days from the date of delivery for a full refund of the purchase price, provided the product meets our return conditions.
To initiate a return, contact us within seven days of receiving your device by sending an email to hi@xeep.io with the subject line "Return Request - Order [Your Order Number]". Include your order number, reason for return, and photographs of the unopened product if possible. We will review your request and respond within two business days with return authorization and instructions.
Once authorized, you must ship the product back to us using a trackable shipping method. You are responsible for return shipping costs unless the return is due to our error, such as receiving a defective product, incorrect item, or damaged shipment. We recommend obtaining proof of postage as we cannot be responsible for items lost or damaged during return shipping.
Upon receiving your returned product, we will inspect it within three to five business days to verify it meets our return conditions. If approved, we will process your refund to your original payment method within seven to fourteen business days. Depending on your financial institution, it may take an additional three to ten business days for the refund to appear in your account. You will receive email confirmation when your refund has been processed.
For approved returns, you will receive a full refund of the product purchase price. However, shipping charges are non-refundable. This includes both the original shipping fee you paid when ordering and the cost of return shipping. The only exception is when the return is due to our error or a defective product, in which case we will reimburse all shipping costs.
We reserve the right to apply a restocking fee of up to twenty percent of the product purchase price for returns that are not due to our error or product defects. This fee covers costs associated with processing returns, inspecting products, repackaging, and restocking inventory. Restocking fees are deducted from your refund amount. No restocking fee applies for returns of defective products, incorrect items sent by us, or warranty claims.
We cannot accept returns if the product has been opened and used, if the packaging is damaged or missing, if any accessories or components are missing, if the product shows any signs of wear or damage, or if the seven-day return window has expired. Returns from unauthorized third-party sellers must be handled with the original seller. Additionally, once you have paired and activated the device with your account and begun using it, the device is considered used and may not be eligible for return unless defective.
If you are within your seven-day free trial period of the Pro subscription, you may cancel at any time without incurring any charges. To cancel during the trial, navigate to Settings → Subscription → Cancel Trial in your mobile application or web dashboard at least twenty-four hours before the trial end date. Cancellation takes effect immediately and you will lose access to Pro features but will not be charged.
You may cancel your monthly subscription (Lite or Pro) at any time with no penalties or cancellation fees. Cancellation takes effect at the end of your current billing period, meaning you will continue to have full access to your subscription features until the last day of the month you have already paid for. You will not be charged for subsequent months after cancellation. To cancel, go to Settings → Subscription → Cancel Subscription in your mobile application or web dashboard, or send an email to hi@xeep.io with the subject "Cancel Subscription - [Your Email]".
Annual subscriptions may be cancelled at any time, but we do not provide pro-rated refunds for unused months. If you cancel an annual subscription mid-term, you will retain full access to all subscription features until the end of your annual term (the date shown in your account settings), but no refund will be issued for the remaining months. This policy applies whether you have been subscribed for one month or eleven months of your annual term. After your annual term expires, you will not be charged for renewal.
We do not provide refunds or credits for partial subscription periods under any circumstances. If you cancel a monthly subscription on the fifteenth day of the month, you will not receive a refund for the remaining fifteen days. If you downgrade from Pro to Lite mid-month, you will not receive a refund for the price difference. Subscriptions are billed in advance and are non-refundable once the billing period begins, except in cases of technical failure or service outages significantly impacting your ability to use our services, which will be evaluated on a case-by-case basis at our sole discretion.
In the event of significant service outages or technical failures that prevent you from accessing Xeep Services for an extended period (typically twenty-four hours or more), we may provide service credits or pro-rated refunds at our sole discretion. Brief interruptions for maintenance, updates, or minor technical issues do not qualify for credits. To request consideration for a service credit due to an outage, contact hi@xeep.io with the subject "Service Outage Credit Request" and include details of the outage dates and impact on your usage.
If your Xeep Device arrives defective, malfunctions within the seven-day return period, or exhibits manufacturing defects, you may return it for a full refund including shipping costs, or request a replacement at no additional charge. Defective products are not subject to restocking fees. To report a defective product, contact hi@xeep.io within seven days of delivery with the subject "Defective Product - Order [Your Order Number]" and include a detailed description of the defect along with photographs or videos demonstrating the issue if possible.
If you receive an incorrect item or if your package arrives visibly damaged, please contact us immediately at hi@xeep.io with the subject "Incorrect Item" or "Damaged Shipment" along with your order number. If possible, photograph the damage to the packaging before opening. We will arrange for return of the incorrect or damaged item at our expense and send you the correct item or a replacement with expedited shipping at no additional cost to you. You will receive a full refund of all charges including shipping, or a replacement, at your choice.
If Xeep terminates your account due to violation of our Terms of Service, including fraudulent activity, abuse of services, or other prohibited conduct, you will not be entitled to any refund of prepaid subscription fees or hardware purchases. However, if you voluntarily delete your account, standard refund policies apply for hardware returns within the seven-day window, though no subscription refunds will be provided for remaining subscription periods.
If a subscription payment fails due to expired payment method, insufficient funds, or other payment processing issues, we will attempt to process payment up to three times over a ten-day period. You will receive email notifications about each failed payment attempt with instructions on how to update your payment information. During this grace period, you will retain access to your subscription features.
If all payment attempts fail, your subscription will be suspended after ten days and you will lose access to subscription features including historical data beyond ninety days (for Lite) or advanced AI insights (for Pro). Your account and core data will be retained for thirty days, during which you may reactivate your subscription by updating your payment information and settling any outstanding balance. After thirty days of suspension, your account may be permanently deactivated and data may be deleted in accordance with our data retention policy outlined in our Privacy Policy.
You may reactivate a suspended subscription at any time during the thirty-day retention period by logging into your account, updating your payment method, and paying any outstanding balance. Upon successful reactivation, you will immediately regain access to all subscription features. A new billing cycle will begin from the reactivation date. If you were on an annual plan before suspension, you will need to select a new plan (monthly or annual) upon reactivation.
All refunds are processed to the original payment method used for the purchase. We cannot provide refunds via alternative methods such as bank transfers, cash, or credits to different payment cards. If your original payment method is no longer valid (expired card, closed account), please contact your financial institution to update forwarding information, or contact us at hi@xeep.io so we can work with our payment processor to find an alternative solution.
Hardware refunds are processed within seven to fourteen business days after we approve your return following inspection of the returned product. Subscription refunds, if applicable under our policies, are processed within seven business days of approval. After we process the refund, it typically takes an additional three to ten business days for the funds to appear in your account depending on your financial institution's processing times. You will receive email confirmation when your refund has been initiated.
All refunds are issued in Malaysian Ringgit (RM), the currency in which you made your original purchase. If your financial institution converts the refund to another currency, exchange rates and conversion fees applied by your bank are beyond our control. We are not responsible for any exchange rate differences or fees charged by your financial institution during the refund process.
If you are dissatisfied with your purchase or believe you were charged incorrectly, please contact us at hi@xeep.io before initiating a chargeback or payment dispute with your financial institution. In most cases, we can resolve billing issues, process refunds, or address concerns more quickly than the chargeback process, which can take several weeks or months. We are committed to fair customer service and will work with you to find an appropriate solution.
If you file a chargeback or payment dispute with your financial institution without first attempting to resolve the issue with us, we reserve the right to suspend or terminate your account immediately and pursue collection for any legitimate charges. Chargebacks that are determined to be fraudulent or unjustified may result in permanent account suspension, loss of all data, and potential legal action. We may also report fraudulent chargebacks to relevant authorities and credit agencies.
If you notice an unauthorized transaction or charge on your payment method that you believe is fraudulent, contact us immediately at hi@xeep.io with the subject "Unauthorized Charge" and include the transaction details. We will investigate promptly and reverse any charges that we determine were made without your authorization. For security purposes, we may request verification of your identity before processing refunds for disputed charges.
All Xeep purchases are subscription-based. When you purchase a Xeep bundle, you are paying for a subscription plan (Lite or Pro), and the Xeep Device is included with your subscription at no additional device charge.
While the Xeep Device is included with your subscription, it has an assigned value equivalent to two months of your chosen subscription plan:
This device value is relevant only if you request a refund within the seven-day return window.
If you wish to return your Xeep Device and cancel your subscription within seven calendar days from delivery date, the following refund calculation applies:
If you purchased a one-month or two-month bundle and return the device within seven days, you will receive no refund, as the device value equals or exceeds your payment. However, you will not be charged any additional fees, and your subscription will be cancelled.
The Xeep Device becomes yours to keep once you have maintained an active subscription for six consecutive months from your initial purchase date.
If you cancel your subscription within the first six months and wish to avoid the device value charge, you must return the device within fourteen days of cancellation. The device must be in working condition. Refer to Section 1.1 for return requirements.
While we have established clear refund policies to ensure fairness and consistency, we recognize that exceptional circumstances may occasionally arise. In rare cases involving significant service failures, extraordinary customer service situations, or other exceptional circumstances, we may provide refunds or credits outside of our standard policy at our sole discretion. Such exceptions are evaluated on a case-by-case basis and do not create any precedent or obligation for similar treatment in other cases. To request consideration for an exceptional circumstance, contact hi@xeep.io with a detailed explanation of your situation.
Nothing in this Refund and Cancellation Policy limits your statutory rights under Malaysian consumer protection laws, including the Consumer Protection Act 1999. You have rights under Malaysian law that cannot be waived by contract, including rights related to defective products, misleading representations, and unfair contract terms. If any provision of this policy conflicts with your mandatory statutory rights, your statutory rights will prevail.
For more information about your consumer rights, visit the Ministry of Domestic Trade and Consumer Affairs website at http://www.kpdnhep.gov.my or contact the Tribunal for Consumer Claims Malaysia.
Email: hi@xeep.io
Subject: "Refund Request - Order [Your Order Number]"
Email: hi@xeep.io
Subject: "Cancel Subscription - [Your Email]"
Or: Settings → Subscription in your account
Email: hi@xeep.io
Subject: "Billing Issue - [Description]"
XEEP PLT
Company Registration No. 202504002688
B-01-09 Savanna Lifestyle Retail
Jalan BBL2, Dengkil
Selangor, Malaysia
Website: https://xeep.io
Customer Support: https://xeep.io/support
Response Time: Pro subscribers (24 hours), Lite subscribers (48 hours)
We may update this Refund and Cancellation Policy from time to time. Material changes will be communicated to users via email at least thirty days before taking effect. The "Last Updated" date at the top of this policy indicates when it was most recently revised. Continued use of our services after policy changes constitutes acceptance of the updated policy.
Last Updated: 24 October 2025 | Effective Date: 24 October 2025 | Version: 1.0
This policy should be read in conjunction with our Terms of Sale and Terms of Service, which contain additional details about refunds, returns, and cancellations.