• This policy clarifies our process. It explains how cancellations and refunds are handled for purchases made via Bateriku channels.
• Statutory consumer rights apply. Nothing in this policy is intended to exclude or limit any rights or remedies consumers may have under applicable Malaysian laws and regulations.
• If there is a conflict, the law prevails. Where any term in this policy is inconsistent with applicable law, the relevant legal requirement will apply.
• Language: A Bahasa Malaysia version of this policy (or key terms) will be made available where required.

• Important Notice (Statutory Rights & Compliance)
• 1. Scope
• 2. Key principles
• 3. Definitions
• 4. Refund SLA & timelines
• 5. Refund eligibility (by scenario)
• 6. Category rules (Products & Services)
• 7. Charges & deductions
• 8. Payment methods & verification
• 9. How to request a refund
• 10. How refunds are processed
• 11. Service issues & related claims
• 12. Partner / third‑party services
• 13. Limitations & right to reject
• 14. Updates to this policy
• 15. Customer Support
• 16. Frequently Asked Questions (FAQ)
• 17. Refund Examples

This policy applies to purchases made through Bateriku channels (website/app/official customer service) for:

• Physical products (e.g., car battery) and related delivery/installation
• Roadside assistance services (e.g., towing, repair on site)
• Other scheduled services offered through Bateriku channels (if applicable)
• Digital / intangible items (if offered), such as credits/vouchers/subscriptions

Where a third‑party partner service is involved, additional terms may apply (see Section 12).

• Fairness & consistency: Refund decisions are made based on the same eligibility rules and verified order/service status.
• Verification first: We may require transaction references, proof of payment, and identity verification before processing.
• Transparent outcomes: If any deduction applies (e.g., unrecoverable dispatch or third‑party costs), we will explain the reason.
• Timely processing: We follow standard timelines by payment method (see Section 4). Bank processing time may vary.

• Working day: Monday to Friday, excluding Saturdays, Sundays, and public holidays in Malaysia, including any additional public holiday or bank holiday officially announced by the Government or relevant authority.
• Assignment: When an order/job is allocated to a technician/service provider.
• Dispatch/mobilisation: When a technician/service provider is on the way or resources have been committed.
• Pre‑authorisation: A card payment hold that may take longer to reverse depending on the issuing bank.
• Intangible product: A non‑physical item/service delivered digitally (e.g., credits, vouchers, subscription activation).

Note: Timelines start after approval and after complete verification information is received. Processing time may vary depending on the payment method and bank/issuer processing.

Refund SLA: Typically within 1-7 working days for online banking/eWallet/gateway/bank transfer, or within 1-14 working days for pre-authorisation debit/credit card, after approval and after complete verification information is received, subject to bank/issuer processing.

Urgent / immediate cases: Some scenarios such as stock unavailability may be prioritised once verified, but bank processing timelines still apply.

Refund eligibility depends on the product/service type and fulfilment status. The table below summarizes common scenarios and typical outcomes.

6.1 Roadside Assistance

• Online payment may be required before dispatch for certain services ordered via app/portal.
• Cancellation outcomes follow the 15‑minute rule (full vs partial) as described in Section 5.
• Additional incurred charges (e.g., one‑way toll fees and statutory/custom levy fees) may be treated as unrecoverable costs if already incurred (see Section 7).

6.2 Battery replacement (product + delivery/installation)

• If stock becomes unavailable after payment (before fulfilment), a full refund applies once verified.
• Before installation starts, cancellation may be eligible for full/partial refund depending on dispatch/mobilisation status and unrecoverable costs.
• After installation is completed, change‑of‑mind refunds generally do not apply; instead, warranty/rectification processes may apply where relevant.
• If the wrong product is delivered/assigned prior to installation, we will rectify (replacement) or consider refund on a case‑by‑case basis.

6.3 Other scheduled services (if applicable)

• Some services may be scheduled at a specific date/time. Cancellation windows and fees (if any) will be communicated at the time of booking or in service‑specific terms.
• If a partner or third‑party provider is involved, partner terms may apply (see Section 12).

6.4 Digital / intangible items (if offered)

• Digital/intangible items are generally non‑refundable once delivered/issued/used.
• Refund may be considered only for verified system error, non‑delivery, or duplicate charge.

Where applicable, Bateriku may deduct reasonable costs that have already been incurred and cannot be recovered, such as:

• Dispatch/mobilisation costs after a technician/service provider has been assigned
• Third‑party/provider fees already incurred
• Applicable one‑way toll fees or statutory/custom levy fees (where these were incurred for service delivery)

If a deduction applies, Bateriku will explain the reason and how it was determined.

• Website orders: Where payments are made via a payment gateway, transaction verification may be required before approving a refund.
• App card payments / pre‑authorisation: Some card payments may use pre‑authorisation. In certain cases, cancellation may be possible before an order is completed; reversal timelines depend on the issuing bank.
• Bank transfer refunds: If the original payment method cannot be refunded automatically, we may refund via bank transfer after verification of bank details.
• Other payment gateways: Additional gateways may be introduced over time; verification requirements may differ by gateway.

Customers may request a refund through Bateriku official customer service channels (call, WhatsApp, email, in‑app support). To process the request, you may be required to provide:

• Full name of account holder
• Customer identification number (e.g., IC) for verification
• Order/job reference number and/or vehicle plate number
• Proof of payment / transaction reference (if available)
• Refund amount and reason
• Bank name and bank account number (if refund is via bank transfer)
• Email/phone number for updates

Note: If required information is incomplete, refund processing may be delayed until verification can be completed.

1. Request received: Your refund request is logged through official channels with date/time for traceability.
2. Eligibility check: We confirm the reason (e.g., cancellation, stock unavailability, duplicate payment) against this policy and order/job status.
3. Verification: We verify transaction details and customer identity (and may request supporting evidence).
4. Approval: Refunds are subject to internal review/approval processes and financial controls.
5. Refund processing: Refund is processed to the original payment method where possible, or via bank transfer if required.
6. Confirmation: Customer Support may notify you once the refund has been processed.

If you experience service issues (e.g., incomplete service, incorrect service delivered) you may be eligible for rectification or refund (case‑by‑case).

Vehicle damage claims (related to roadside assistance):

• We recommend customers capture photos of the vehicle (front, rear, right, left) before and after service.
• Provide supporting proof (photo/video) to Customer Support.
• We will initiate an investigation within 3 working days after receiving the relevant supporting evidence and will take responsibility where damage is caused by our service provider.

Some services may be delivered by third‑party partners. In such cases:

• Partner terms and conditions may apply in addition to this policy.
• Refunds may be subject to unrecoverable partner fees or operational charges already incurred.
• Bateriku may coordinate the resolution, but outcomes may depend on partner confirmation and evidence.

Bateriku reserves the right to reject refund requests that are incomplete, unsupported by required verification information, suspected to be fraudulent/abusive, or deemed unreasonable. Change‑of‑mind cancellations may not be accepted once fulfilment/service has started or is completed.

Bateriku may update this policy from time to time. The latest version will be published on the website/app under Product & Terms.

If you need help with a cancellation, refund status, or to update your refund details, please contact Bateriku Customer Support and provide your order/job reference number (and vehicle plate number where applicable).

• Phone: (+60) 11 1600 6008
• Company Registration No.: 200701007849 (765851-V)
• Address: 4-2-4, Jalan Bazar U8/100, Bukit Jelutong, 40150 Shah Alam, Selangor, Malaysia

Tip: For faster assistance, please share (i) your name, (ii) order/job reference, (iii) payment method, and (iv) the reason for the request.

Where is my refund?

• Refunds are processed after eligibility and transaction verification is completed.
• Standard timelines are typically within 1-7 working days for online banking/eWallet/gateway/bank transfer, or within 1-14 working days for pre-authorisation debit/credit card, after approval and after complete verification information is received, subject to bank/issuer processing.
• If your refund is approved but not yet received, bank processing time may vary depending on your bank and payment method.

What if my bank details are wrong?

• If a refund must be done via bank transfer, please ensure the bank name and account number provided are accurate.
• If the customer provides incorrect bank details and the refund is successfully credited to the bank account provided, Bateriku shall not be responsible for issuing a second refund. Any recovery assistance, if possible, will be on a best‑effort basis only and may require the customer to liaise directly with the bank or account holder.
• To correct your bank details, contact Customer Support as soon as possible with your order/job reference number.

How do I track my refund status?

• Use your order/job reference number (and vehicle plate number where applicable) when contacting Customer Support.
• Customer Support can provide status updates such as: received, pending verification, approved, processing, or completed.
• If your case is "On Hold", it usually means required information (e.g., transaction reference, bank details) is still incomplete.

The examples below are for illustration. Actual outcomes depend on verification results, fulfilment status, and any unrecoverable costs already incurred.

Example 1: Stock unavailable (Battery order)

• Scenario: Customer paid for a battery order, but the selected model becomes unavailable before dispatch/installation.
• Outcome: Full refund once the transaction is verified.
• Timeline: Within 1-7 working days for online banking/eWallet/gateway/bank transfer, or within 1-14 working days for pre-authorisation debit/credit card, after approval and after complete verification information is received, subject to bank/issuer processing.

Example 2: Late cancellation (Towing)

• Scenario: Customer cancels towing after 15 minutes from the time the job was assigned to a service provider.
• Outcome: Partial refund = total paid minus RM50.
• Timeline: Within 1-7 working days for online banking/eWallet/gateway/bank transfer, or within 1-14 working days for pre-authorisation debit/credit card, after approval and after complete verification information is received, subject to bank/issuer processing.

Example 3: Wrong item/service arranged (before completion)

• Scenario: Customer paid but the wrong product/service was arranged before installation/service is completed.
• Outcome: Bateriku will typically prioritise rectification (replacement/rescheduling). If rectification is not possible, a refund may be considered case‑by‑case after verification and where applicable return/collection of goods.
• Timeline: If refund is approved, the standard SLA applies, i.e. within 1-7 working days for online banking/eWallet/gateway/bank transfer, or within 1-14 working days for pre-authorisation debit/credit card, after approval and after complete verification information is received, subject to bank/issuer processing.

Example 4: Duplicate payment

• Scenario: Customer is charged twice for the same order due to payment retry/system interruption.
• Outcome: Refund of the duplicate amount once both transactions are verified.
• Timeline: The standard SLA applies after verification, i.e. within 1-7 working days for online banking/eWallet/gateway/bank transfer, or within 1-14 working days for pre-authorisation debit/credit card, after approval and after complete verification information is received, subject to bank/issuer processing.

Example 5: Digital voucher/credits (intangible)

• Scenario: Customer purchased a digital voucher/credits and the voucher/credits have been issued or used.
• Outcome: Not refundable because there is no physical return process and the digital item has been delivered/used.
• Exception: A refund may be considered for verified non‑delivery or duplicate charge.