Refund Policy

1) Advance fee

The RM100 advance paid to open a case is non-refundable. It covers analyst time, evidence review, and case setup, regardless of outcome.

2) Success fee

1. Payable only on success. If we do not achieve the agreed recovery/takedown outcome, no success fee is charged.
2. Becoming due: The success fee becomes due when the platform confirms reinstatement, access is demonstrably restored, admin rights are restored, or the impersonation content is removed, depending on the service engaged.
3. Post-success issues: If access is later lost due to new compromise, policy violations, or changes you make, that is outside the original engagement and does not negate the success fee already due.

3) When refunds may apply

Refunds are considered only for:

• Duplicate payments made in error; or
• Processing errors caused by a technical fault resulting in an incorrect charge.

4) How to request a refund (eligible cases)

1. Email billing@socialsafe.my within 7 business days of the charge, including the case ID, payment reference, and a brief explanation.
2. If approved, we will process the refund to the original payment method within 14 business days. Processing times by banks/payment providers may vary.

5) Chargebacks

If you file a chargeback for fees properly due after success, we will contest it with documentation and may suspend or terminate Services across current and future cases.

6) Changes

We may revise this Refund Policy from time to time. The version in force when your payment is made applies to that payment.

7) Supporting documentation

To evaluate any refund claim we may request proof of payment, bank transaction slips, or correspondence showing a duplicate or erroneous charge. Please respond within three business days so we can complete the investigation without delay.

8) Questions and escalation

Billing questions that are not resolved through billing@socialsafe.my can be escalated to support@socialsafe.my. We aim to resolve billing enquiries within five business days.