This Refund and Cancellation Policy explains how XEEP PLT (Company Registration No. 202504002688) handles refunds for device purchases and subscription cancellations. Hardware may be purchased as a Lite or Pro bundle, or as Xeep Go (one-time device + base app access). This policy supplements Terms of Sale and Terms of Service.
Hardware sales model: Xeep Device + Xeep Go, Xeep Device + Lite, or Xeep Device + Pro. Refund rules differ for hardware vs subscription.
1. Hardware Refunds
1.1 Seven-Day Return Window
Under the Consumer Protection Act 1999, you may return the Xeep Device within seven calendar days of delivery for a full refund of the purchase price if:
- Returned within seven days of delivery
- Unused, original condition, original packaging intact
- Complete with accessories, manuals, cables, and documentation
- Free from use, wear, damage, or alterations
- Accompanied by proof of purchase
1.2 How to Request a Hardware Return
Email [email protected] within seven days with subject "Return Request - Order [Your Order Number]". Include order number, reason, and photos of the unopened product if possible. We respond within two business days with authorization. You ship with tracking. You pay return shipping unless the return is due to our error. Keep proof of postage.
1.3 Refund Processing Timeline
We inspect within three to five business days. If approved, refund to original payment method within seven to fourteen business days, plus three to ten days at your bank.
1.4 Refund Amount and Exclusions
Approved returns refund the product purchase price. Shipping is non-refundable except when the return is our error or a defective product.
1.5 Restocking Fees
Up to 20% may apply for returns that are not our error or a defect. No restocking fee for defective products, incorrect items, or warranty claims.
1.6 Non-Returnable Conditions
Opened and used products, damaged/missing packaging, missing accessories, wear or damage, expired seven-day window, third-party seller purchases, or devices already paired and used (unless defective).
2. Subscription Cancellations
2.1 Free Trial
Cancel a Pro seven-day trial any time without charge, at least 24 hours before trial end: Settings → Subscription → Cancel Trial.
2.2 Monthly
Lite and Pro monthly plans have a minimum three-month commitment after trial conversion. After that, cancellation takes effect at the end of the current paid period. Cancel in Settings → Subscription or email [email protected].
2.3 Annual
You may cancel any time. No pro-rated refund for unused months. Access continues until the annual term ends.
2.4 No Pro-Rated Refunds
No refunds or credits for partial periods, mid-month cancels, or mid-month downgrades, except significant outages evaluated case by case.
2.5 Service Outage Credits
Outages typically 24 hours or more may qualify for credits at our discretion. Email [email protected] with subject "Service Outage Credit Request".
3. Special Circumstances
Defective on arrival or within seven days: full refund including shipping, or replacement. Wrong item or damaged shipment: contact immediately; we arrange return at our expense. Accounts terminated for Terms violations are not entitled to prepaid refunds.
4. Payment Failures and Suspension
We retry failed payments up to three times over ten days. Access continues during the grace period. After ten days the subscription is suspended. Account and core data are kept 30 days. Reactivate by updating payment and settling the balance.
5. Refund Processing
Refunds go to the original payment method in Malaysian Ringgit. Hardware refunds 7-14 business days after inspection; subscription refunds (if applicable) within 7 business days, plus bank time.
6. Chargebacks
Contact [email protected] before filing a chargeback. Unjustified chargebacks may lead to suspension, data loss, and collection.
7. Bundle Structure and Refunds
Purchases are subscription-based. The device is included. For refund math, device value is two months of the chosen plan: Lite RM 78, Pro RM 138.
Seven-day bundle refund = amount paid minus that device value. Examples: 1-month Lite may refund RM 0; 3-month Lite RM 117 minus RM 78 = RM 39; 12-month Pro remaining subscription after device value.
The device is yours to keep after six consecutive months of active subscription. Cancel before six months and you must return the device within 14 days or pay remaining device value.
8. Exceptions
Exceptional refunds may be granted at our sole discretion and create no precedent.
9. Consumer Rights
Nothing here limits mandatory rights under the Consumer Protection Act 1999. KPDNHEP.
10. Contact
Refunds, cancellations, and billing: [email protected]
XEEP PLT, 202504002688, B-01-09 Savanna Lifestyle Retail, Jalan BBL2, Dengkil, Selangor, Malaysia.
11. Policy Updates
Material changes are emailed at least 30 days before they take effect.