Return and Refund Policy

This policy explains refunds and returns for membership plans, courses and products purchased from Healing Voice International Management Sdn Bhd ("we", "us").

1. Payment

All payments are in Malaysian Ringgit (RM) and processed by our licensed payment provider, Fiuu, by credit/debit card, FPX online banking or e-wallet. Your membership is activated automatically once payment succeeds.

2. Before activation

• If you were charged but your membership could not be activated, we will activate it or refund you in full.
• Duplicate payments and overpayments are always refunded.

3. After activation

• A membership starts counting from activation and is non-refundable and non-transferable, except as set out below.
• If we cannot provide the service for reasons on our side (for example, extended closure of the centre or devices being unavailable for a long period), we will issue a pro-rated refund for the remaining period.
• The RM1 seven-day trial is non-refundable.
• Thermal imaging sessions cannot be exchanged for cash. Unused sessions expire with the membership.

4. Auto-renewal

• If you agree to auto-renewal at checkout, your saved card is charged automatically when your membership ends, until you cancel.
• The RM1 seven-day trial converts automatically to the full plan stated at checkout, and your card is charged, unless you cancel during the trial.
• You can cancel auto-renewal anytime under Me. Cancel before the next charge date and you will not be charged again; your current membership stays active until it ends.
• Once an auto-renewal charge succeeds, the new membership period is active, and refunds follow section 3 of this policy.

5. In-store bookings

• To cancel or reschedule, please contact us at least 24 hours in advance. Any session deducted will be returned.
• If you do not attend without notice, the session used for that booking may not be returned.

6. Courses

• Cancel 7 days or more before the course starts for a full refund.
• Cancellations within 7 days of the start date are non-refundable, but you may ask to transfer to the next intake of the same course, subject to availability.
• If we cancel or reschedule a course and you cannot attend, you will receive a full refund.

7. Product returns

• Within 7 days of receiving a product, you may request a return or exchange if it is defective, damaged or not what you ordered.
• Returned items must be unused, with original packaging and accessories.
• We cover return shipping for defective or incorrect items. For other returns, shipping is at the customer's cost.
• For hygiene reasons, opened personal-care items cannot be returned unless defective.

8. How to request

Email healingvoicem@gmail.com or call 03-4032 1488 with your order number, registered mobile number, the reason for your request and, where relevant, photos of the product.

9. Processing

Once approved, refunds are made within 14 working days to your original payment method (card refunds may take longer to appear, depending on your bank), or by bank transfer to an account you provide.

This policy does not affect your statutory rights under Malaysian law, including the Consumer Protection Act 1999.