Refund & Cancellation Policy

Last Updated: January 2025

1. Free Plan

Our Free Plan is available to all martial arts schools at no cost and includes:

• Unlimited students and instructors
• Basic features for school management
• No credit card required
• No refunds needed as the service is free
• Can be cancelled at any time without penalty

2. Premium Subscription Plans

2.1 Monthly Subscriptions

• Cancellation: Cancel anytime with no long-term commitment
• Access: You retain access to premium features until the end of your current billing period
• No Partial Refunds: No refunds for partial months, but you keep access for the time you've paid
• Reactivation: You can reactivate your subscription at any time

2.2 Annual Subscriptions

• 30-Day Money-Back Guarantee: Full refund available if you cancel within the first 30 days
• After 30 Days: Pro-rated refund for unused months (minus a 15% administrative fee) if cancelled within first 90 days
• After 90 Days: No refunds available, but you can cancel for the next renewal period
• Savings: Annual plans offer significant savings compared to monthly subscriptions

3. Refund Eligibility

3.1 Eligible Refund Situations

You may be eligible for a full or partial refund in the following situations:

• Service Not Delivered: If critical platform features are unavailable for more than 72 consecutive hours
• Billing Errors: If you were incorrectly charged or double-charged
• Accidental Purchase: If you accidentally purchased the wrong plan and contact us within 48 hours
• Service Issues: If we are unable to resolve critical platform bugs within a reasonable timeframe
• 30-Day Guarantee: Annual subscriptions can be refunded within the first 30 days, no questions asked

3.2 Non-Refundable Items

The following are generally non-refundable:

• Monthly subscriptions (access continues until end of billing period)
• Annual subscriptions after the 30-day money-back guarantee period expires
• Accounts suspended or terminated due to Terms of Service violations
• Third-party services or add-ons (subject to their respective refund policies)
• Custom development or setup services (if requested separately)

4. Cancellation Process

To cancel your subscription:

1. Self-Service: Log into your account and go to Settings → Subscription
2. Click Cancel: Follow the prompts to cancel your subscription
3. Confirmation: You'll receive an email confirming your cancellation
4. Access Continues: You retain access until the end of your current billing period
5. Data Export: Export your data before the end of the billing period if needed

Alternatively, you can contact us at firdaus@fads.com.my and we'll assist with the cancellation.

5. Refund Request Process

To request a refund:

1. Contact Us: Email firdaus@fads.com.my with your refund request
2. Provide Details: Include your account email, subscription plan, and reason for the refund request
3. Review Period: We will review your request within 3 business days
4. Resolution: We will approve the refund, propose an alternative solution, or provide an explanation if denied
5. Processing Time: Approved refunds are processed within 7-10 business days

6. Refund Methods

Refunds will be issued using the original payment method:

• Credit/Debit Card: Refund to the original card (may take 5-10 business days to appear on your statement)
• Bank Transfer: Direct refund to your bank account
• Other Payment Methods: Refunded through the same payment processor used for the original transaction

7. Pro-Rated Refunds

For annual subscriptions cancelled between 30-90 days:

• We calculate the number of full months remaining in your subscription
• We apply a 15% administrative fee to cover processing costs
• The remaining amount is refunded to you

Example: If you paid $120 for an annual subscription and cancel after 2 months, you have 10 months remaining. Refund = (10/12 × $120) - 15% = $85

8. Failed Payments and Service Suspension

• Payment Failure: If a subscription payment fails, we'll retry up to 3 times over 7 days
• Grace Period: You'll retain access during the retry period
• Suspension: If payment cannot be processed, your premium features will be suspended
• Data Retention: Your data is retained for 90 days after suspension
• Reactivation: Update your payment method to reactivate premium features

9. Downgrading vs. Cancelling

Consider downgrading instead of cancelling:

• Free Plan: Downgrade to our Free Plan to retain basic features without cost
• Data Preservation: Your data remains intact when downgrading
• Easy Upgrade: Upgrade back to premium at any time
• No Refunds for Downgrade: Downgrading does not trigger a refund, but you keep premium access until the current period ends

10. Service Interruptions and Credits

In cases of unplanned service interruptions:

• Minor Outages: Interruptions under 24 hours are covered by our service level efforts
• Extended Outages: For outages exceeding 72 hours, we may offer service credits or pro-rated refunds
• Scheduled Maintenance: Planned maintenance is announced in advance and does not qualify for refunds
• Force Majeure: Interruptions due to circumstances beyond our control (natural disasters, etc.) are not eligible for refunds

11. Dispute Resolution

If you are not satisfied with our refund decision:

1. Request escalation to senior management within 7 days
2. We will conduct a thorough review and respond within 5 business days
3. If still unresolved, we encourage mediation before pursuing legal action
4. All disputes are subject to the governing law specified in our Terms and Conditions

12. Data Export Before Cancellation

Before cancelling your subscription, we recommend:

• Export Student Data: Download all student records and progress reports
• Export Class Schedules: Save your class schedules and attendance records
• Export Reports: Download any analytics or financial reports you need
• 90-Day Access: After cancellation, you have 90 days to export data before it's permanently deleted

13. Satisfaction Guarantee

14. Contact Us for Refunds or Cancellations