Refund Policy

This Refund Policy (“Policy”) is issued by MASVERSE EDUTECH SDN BHD (Registration No. 202301015731 (1509653-K)), its holding company, subsidiaries and/or any affiliate company (collectively “Company”, “we”, “us” or “our”), as owner and operator of BlockchainCert.my and any related website, software application or other platform operated by the Company (collectively, the “Platform”).

This Policy forms part of, and must be read together with, the Company's terms and conditions (“Terms & Conditions”). This Policy applies to any individual or entity that purchases or uses the Company’s services through the Platform (“User”, “you” or “your”).

By purchasing or using the Company’s services, you acknowledge that you have read and understood this Policy and agree to be bound by this Policy.

1. Eligibility and Application for Refunds

(a) This Policy applies to payments made by Users directly to the Company for services provided through the Platform.

(b) The Company’s services involve blockchain-based certifications that are issued and published instantly. Once a certificate has been published on the blockchain, the relevant blockchain record is immutable and cannot ordinarily be cancelled, deleted, amended or returned. Accordingly, refunds will not generally be provided after a certificate has been published, except:-

(i) in the circumstances specified in Section 3 of this Policy;

(ii) where the Company expressly approves a voluntary or ex gratia refund; or

(iii) where a refund or other remedy is required under applicable law.

(c) In the event of a technical issue, system error or publishing error, the User must first provide the Company with a reasonable opportunity to investigate and rectify the issue before a refund will be considered.

(d) Except where required by applicable law or expressly approved by the Company in its sole discretion, subscription fees are non-refundable once the subscription plan has been activated. No refund, credit or pro-rata adjustment is provided for:-

(i) any unused portion of a subscription period;

(ii) cancellation or cessation of use a subscription;

(iii) an upgrade or downgrade of a subscription plan;

(iv) failure by the User to use the services;

(v) unused or expired credential credits; or

(vi) any credential credits remaining upon the expiry or termination of an account or subscription.

(e) Nothing in this Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under applicable Malaysian law.

2. Refund Request Procedure and Timeline

(a) To facilitate a prompt investigation, a request for a refund, correction or other remedy under the Company’s internal refund process must be submitted within three (3) Business Days from the later of:

(i) the date on which payment was made; or

(ii) the date on which the relevant technical issue, publishing error or other eligible ground for the request became reasonably apparent to the User.

A request submitted after this period may not be considered under the Company’s internal refund process, except where a longer period or remedy is required under applicable law.

(b) All requests must be submitted by email to the Support Team using the email address specified in Section 6 of this Policy. The request must include, where applicable:-

(i) the User’s name, account details and order or transaction reference;

(ii) the relevant order, invoice, payment or transaction reference;

(iii) a screenshot or other evidence of the relevant order or transaction;

(iv) a clear explanation of the reason for the request; and

(v) relevant supporting evidence, including screenshots, error messages, payment records or other documents reasonably required to assess the request.

(c) Where a request is incomplete, the Company may require the User to provide additional information or supporting documents. The Company will not be required to complete its assessment of the request until the required information or documents have been received.

(d) The Support Team may contact the User by email or telephone for further information, clarification, verification or assistance in resolving the relevant issue.

(e) If the User fails to respond within two (2) Business Days after a request for further information, the Company may close the request as incomplete. Closing the request shall not affect any right or remedy that cannot lawfully be excluded, restricted or modified.

(f) The User must cooperate reasonably with the Company’s investigation and provide information that is accurate, complete and truthful. The Company may reject a request that is supported by information which it reasonably determines to be materially false, misleading, altered or fraudulent.

(g) Upon completing its investigation, the Company will notify the User of the outcome of the request. The outcome shall be final solely for the purposes of the Company's internal review process. Any refund, credit, or other remedy offered voluntarily or on an ex-gratia basis shall be at the Company’s discretion. Nothing in this Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under applicable Malaysian law.

(h) Where a refund is approved, the Company will use reasonable efforts to initiate the refund within ten (10) Business Days after approval. Refunds will be ordinarily be made through the original payment method. Where a refund through the original payment method is unavailable or not reasonably practicable, the Company may require the User to provide an alternative verified payment method. The time taken for the refunded amount to appear in the User’s account may depend on the relevant bank, payment processor or payment service provider.

3. Eligible Grounds for Refunds

Subject to the terms of this Policy and any rights or remedies available under applicable law, a refund request may be considered in any of the following circumstances:-

(a) payment has been successfully received by the Company, but the paid blockchain certificate has not been issued or published due to a system error attributable to the Company, and the Company is unable to resolve the error within a reasonable time after:-

(i) receiving a complete request from the User; and

(ii) being given a reasonable opportunity to investigate and rectify the error;

(b) the User is materially unable to download or access the paid blockchain certificate due to a system error attributable to the Company, and the Company is unable to resolve the error within a reasonable time after:-

(i) receiving a complete request from the User; and

(ii) being given a reasonable opportunity to investigate and rectify the error;

(c) the blockchain certificate contains a material publishing error caused by the Company, and the Company is unable to provide an appropriate correction, replacement certificate or other reasonable remedy within a reasonable time; or

(d) the User has been charged more than once for the same order or service due to a system or payment-processing error. Any refund under this paragraph shall be limited to the duplicated amount charged. Before approving a refund, the Company may, where appropriate:-

(i) investigate and rectify the relevant technical issue;

(ii) restore the User’s access to the certificate;

(iii) correct any error through a supplementary record or other technically available method;

(iv) reissue or replace the certificate; or

(v) provide another reasonable remedy appropriate to the circumstances.

4. Ineligible Grounds for Refunds

Subject to any right or remedy that cannot lawfully be excluded, restricted or modified, a refund will generally not be provided in any of the following circumstances:-

(a) the User changes their mind or no longer wishes to use the service;

(b) the User failed to read or understand the service description, this Policy or the Terms and Conditions before making the purchase, provided that the service was supplied substantially as described;

(c) the User is subjectively dissatisfied with the appearance, format, design or other characteristics of the blockchain certificate after it has been issued, where the certificate:

(i) was generated in accordance with the information and instructions provided by the User; and

(ii) materially corresponds with the service description;

(d) the User subsequently finds a lower price, better offer or alternative service elsewhere;

(e) the certificate contains incorrect, incomplete or misleading information supplied or approved by the User;

(f) the User requests that information be changed, deleted or replaced after the certificate has been published on the blockchain, except where the relevant issue resulted from an error attributable to the Company;

(g) the User fails to review or verify the certificate information before publication where the Company provided the User with a reasonable opportunity to do so;

(h) the User is unable to access or use the certificate because of:

(i) an incompatible device, software or browser;

(ii) the User’s internet or network connection;

(iii) the loss of account credentials, private keys or other access information;

(iv) restrictions imposed by the User’s employer, network administrator or service provider; or

(v) a third-party service or system outside the Company’s reasonable control,

unless the Company expressly represented that the relevant device, software, network or third-party service would be compatible;

(i) the service is unsuitable for a particular purpose that the User did not make known to the Company before purchasing the service, or where it was unreasonable for the User to rely on the Company’s skill or judgment for that purpose; or

(j) the blockchain certificate has already been issued or published and none of the eligible grounds under Section 3 applies.

(k) the relevant issue arose from an event outside the Company’s reasonable control and was not caused by any act or omission of the Company.

Nothing in this Section prevents the Company from granting a voluntary or ex gratia refund at its discretion.

5. General

(a) This Policy must be read together with the Company’s Terms & Conditions. Any capitalised word or expression used but not defined in this Policy shall have the meaning given to it in the Terms & Conditions.

(b) If there is any inconsistency between this Refund Policy and the Terms & Conditions:-

(i) this Refund Policy shall prevail in relation to refund procedures and refund eligibility; and

(ii) the Terms and Conditions shall prevail in relation to all other matters,

unless expressly stated otherwise.

(c) Nothing in this Policy excludes, restricts or modifies any right, guarantee or remedy available under applicable Malaysian law that cannot lawfully be excluded, restricted or modified.

(d) If any provision of this Policy is or becomes invalid, unlawful or unenforceable, that provision shall be severed to the minimum extent necessary and the remaining provisions shall continue in full force and effect.

(e) This Policy is effective from the date on which it is published on the Platform and may be amended by the Company from time to time. The version in force at the time of your purchase applies to that purchase.

(f) This Policy is governed by, and shall be construed in accordance with, the laws of Malaysia.

(g) For the purposes of this Policy, “Business Day” means a day other than a Saturday, Sunday or public holiday in Kuala Lumpur, Malaysia.

6. Contact Us

Users who have questions or require further clarification regarding this Policy may contact the Support Team by email at support@masverse.com.my. The Company will review inquiries and respond as soon as reasonably practicable.

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