Our refund policy for SMS credits, WhatsApp API services, Email API, and all other Mobiweb products. Please read carefully before making a purchase.
Mobiweb Sdn Bhd operates on a prepaid credit system for SMS, Email, and WhatsApp Business API services. Credits are purchased in advance and consumed when messages are sent. This policy outlines when refunds are available and when they are not.
| Product / Service | Refundable? | Conditions |
|---|---|---|
| SMS Credits (unused) | Eligible | Within 7 days of purchase, zero credits consumed |
| SMS Credits (partially used) | Not Eligible | No refund once any credit has been consumed |
| SMS Credits (expired) | Not Eligible | Credits expire after 1 year; no refund on expiry |
| WhatsApp Business API (setup) | Not Eligible | WABA setup and service fees are non-refundable |
| WhatsApp Message Credits (unused) | Not Eligible | WhatsApp message credits are non-refundable once purchased |
| WhatsApp Message Credits (consumed) | Not Eligible | Credits deducted upon message submission are not refundable under any circumstance |
| Email API Credits | Not Eligible | All email API credits and services are non-refundable |
| Queue Management System | Not Eligible | Monthly subscription and setup fees are non-refundable |
| Cloud PBX / VoIP | Not Eligible | Service subscription fees are non-refundable |
| Custom Software Development | Not Eligible | Project fees are non-refundable once work has commenced |
If you believe you are eligible for a refund under this policy, please submit your request in writing within 7 calendar days of the original purchase date:
Our team will review your request and respond within 3 working days. Approved refunds will be processed within 14 working days via the original payment method where possible.
No refund will be issued in any of the following circumstances, regardless of timing:
SMS and Email API credits are valid for one (1) year from the date of purchase. Credits are automatically forfeited upon expiry and cannot be reinstated or refunded. We recommend purchasing credits in quantities aligned with your expected usage within the validity period.
Accounts with credits that have expired and remain inactive for more than 90 days may be subject to account closure. MobiWeb will attempt to notify you before this occurs.
Approved refunds will be returned via the original payment method where technically possible:
MobiWeb is not responsible for any additional processing delays imposed by your bank or payment provider.
For refund enquiries or questions about this policy, please contact our team:
Email: sales@mobiweb.com.my
Toll-Free: 1800 87 7061
WhatsApp: +6016 450 2380
MobiWeb Sdn Bhd reserves the right to amend this Refund Policy at any time. Continued use of our services constitutes acceptance of the current policy.