Last Updated: October 2024

1. Our Commitment to Customer Satisfaction

At MalayaWaveNetwork, we are committed to delivering high-quality podcast production services and ensuring our clients are satisfied with our work. This Refund Policy outlines the terms and conditions under which refunds may be provided for our services.

2. Service Categories and Refund Terms

2.1 Podcast Production Services

• Pre-Production Phase: Full refund available if cancelled within 48 hours of contract signing
• Recording Phase: 50% refund available if project is cancelled before first recording session
• Post-Production Phase: 25% refund available if project is cancelled before final delivery
• Completed Projects: No refunds available once final deliverables are provided and approved

2.2 Cultural Consulting Services

• Initial Consultation: Full refund if cancelled within 24 hours of booking
• Ongoing Consulting: Refunds calculated on unused consulting hours
• Completed Reports: No refunds once consulting reports are delivered

2.3 Content Distribution Services

• Setup Phase: Full refund if cancelled before platform setup begins
• Active Distribution: Pro-rated refunds based on remaining service period
• Completed Campaigns: No refunds for completed distribution campaigns

3. Refund Eligibility Criteria

To be eligible for a refund, the following conditions must be met:

3.1 General Requirements

• Refund requests must be submitted in writing via email to support@malaywavenetwork.com
• All refund requests must include detailed explanation of the reason
• Original payment receipt or invoice number must be provided
• Client must have attempted to resolve issues through our customer support

3.2 Quality-Based Refunds

We may offer refunds or service credits if:

• Delivered content does not meet agreed-upon technical specifications
• Cultural sensitivity guidelines were not properly followed
• Project deliverables are significantly delayed due to our fault
• Service quality falls substantially below industry standards

4. Non-Refundable Services and Situations

The following services and situations are not eligible for refunds:

4.1 Non-Refundable Services

• Custom creative development work that has been delivered
• One-time consultation sessions that have been completed
• Third-party platform fees and distribution costs
• Travel expenses for on-location recording services
• Custom music licensing or rights acquisition

4.2 Non-Refundable Situations

• Changes in client requirements after project commencement
• Client cancellation due to personal or business reasons
• Failure to provide necessary materials or information by client
• Disagreements over creative direction after approval of initial concepts
• Force majeure events beyond our reasonable control

5. Refund Process and Timeline

5.1 Request Submission

1. Submit refund request via email to support@malaywavenetwork.com
2. Include your full name, project details, and invoice number
3. Provide detailed explanation of the refund reason
4. Attach any supporting documentation or evidence

5.2 Review Process

• Initial Review: We acknowledge all refund requests within 2 business days
• Investigation: Detailed review of project files and communications (3-5 business days)
• Decision: Final refund decision communicated within 7 business days
• Appeal: Clients may appeal decisions within 14 days of notification

5.3 Refund Processing

• Approved refunds are processed within 5-10 business days
• Refunds are issued to the original payment method
• Bank processing times may add additional 3-5 business days
• International transfers may require additional processing time

6. Partial Refunds and Service Credits

In some cases, we may offer partial refunds or service credits as alternatives to full refunds:

6.1 Partial Refund Scenarios

• Projects that are partially completed but cannot be finished
• Services that partially meet expectations but require significant revision
• Situations where both parties share responsibility for project issues

6.2 Service Credits

• Credits can be applied to future services within 12 months
• Credits are non-transferable and cannot be exchanged for cash
• Credits may be offered in lieu of cash refunds for certain situations

7. Malaysian Consumer Protection

Our refund policy complies with Malaysian consumer protection laws:

• Rights under the Malaysian Consumer Protection Act are preserved
• Statutory warranties and guarantees remain in effect
• Consumers have the right to seek redress through appropriate channels
• This policy does not limit rights available under Malaysian law

8. Dispute Resolution

8.1 Internal Resolution

• All refund disputes should first be addressed through our customer support
• We encourage open communication to resolve issues amicably
• Senior management review is available for escalated cases

8.2 External Mediation

• Unresolved disputes may be referred to professional mediation services
• Malaysian consumer protection agencies can provide additional support
• Legal action should be considered as a last resort

9. Special Circumstances

9.1 Emergency Situations

In cases of documented emergencies (medical, family, or financial hardship), we may consider special refund arrangements on a case-by-case basis.

9.2 Technical Issues

• Equipment failures or technical problems on our end may qualify for full refunds
• Data loss or corruption due to our systems will result in service credits or refunds
• Platform outages causing significant project delays may qualify for compensation

10. Refund Policy Updates

We reserve the right to update this Refund Policy to reflect changes in our services or applicable laws. Updates will be communicated through:

• Email notifications to active clients
• Website announcements and policy page updates
• Contract addendums for ongoing projects

11. Contact Information for Refunds

For all refund-related inquiries and requests:

• Email: support@malaywavenetwork.com
• Phone: +603-2123-4567
• Subject Line: "Refund Request - [Your Name] - [Invoice Number]"
• Business Hours: Monday-Friday, 9:00 AM - 6:00 PM MYT