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1. Governing Terms
All matters pertaining to cancellation, refund eligibility, and surrender value shall be governed exclusively by the terms, conditions, and schedules established by the respective product or service provider, including but not limited to licensed insurance and takaful operators, lifestyle service vendors, digital solution providers, and third-party merchants ("Providers"). MetaFin Sdn. Bhd. ("the Company") acts solely as an authorized intermediary and disclaims any authority to determine, modify, or override provider-specific provisions regarding cooling-off periods, eligibility thresholds, administrative deductions, refund percentages or non-refundable service clauses.2. Cooling-Off Period Entitlements
Where the applicable product or service incorporates a statutory or contractual cooling-off period, a purchaser or policyholder may submit a written request for rescission within the prescribed timeframe. Upon validation, a full refund of amount paid may be processed, less any non-recoverable administrative, underwriting, processing, activation, or third-party fees expressly permitted under the relevant Product Disclosure Statement (PDS), Terms of Service, or any related documents. Requests submitted subsequent to the expiration of the cooling-off period shall not qualify for this entitlement. For digital services, lifestyle products, or on-demand offerings, cooling-off rights shall apply only where explicitly stipulated by the respective Provider.3. Cooling-Off Period Entitlements
Cancellations initiated following the conclusion of any applicable cooling-off period shall be administered in accordance with the relevant Provider's prevailing cancellation, surrender, or termination policy. Refund amounts, where applicable, shall be calculated based on factors including but not limited to: product or service category, duration elapsed, pro-rata calculations, payment history, utilisation status, usage thresholds and the Provider's published refund or forfeiture schedule. No guarantee of refund is implied or warranted across any product category.4. Formal Request Procedure
All cancellation or refund requisitions must be submitted in writing to inquiries@metafin.com and shall include:I. the full policy, order, or transaction reference number; II. product or service description and category; III. purchaser or policyholder's verified contact details; and IV. supporting documentation as reasonably required.
Upon receipt, the Company shall liaise with the relevant Provider to ascertain eligibility and facilitate processing. Standard processing timelines range from fourteen (14) to thirty (30) business days, subject to Provider responsiveness, product category, and documentation completeness.5. Limitation of Liability and Disclosure Acknowledgement
Purchasers and policyholders are expressly advised to review the applicable Product Disclosure Statement (PDS), Policy Wording, Terms of Service, Terms & Conditions or any related documents issued by the relevant Provider prior to execution of any transaction. The Company disclaims all liability for determinations, delays, deductions, or denials of refund arising from Provider adjudication. Metafin shall not be held responsible for discrepancies, interpretations, or administrative actions undertaken by third-party Providers under their independent operational or underwriting authority. This includes, without limitation, decisions relating to insurance claims, lifestyle service delivery, digital access revocation, or physical product returns (if any).6. Non-Refundable Components and Exclusions
Certain products or services offered via the MetaFin platform may contain non-refundable elements, including but not limited to:I. Digital access codes, e-vouchers, or subscription activations; II. Personalised services upon commencement; III. Time-bound bookings; and IV. Promotional, discounted, or bundle offerings where expressly stated as non-refundable.
Such exclusions shall form part of the binding terms between the purchaser and the Provider.7. Amendments
This policy is subject to amendment without prior notice. MetaFin Sdn. Bhd. acts solely as a neutral digital marketplace. The Company is not the underwriter or direct service provider of any product or service listed on its platform. All contractual relationships for products or services are formed directly between the purchaser and the respective Provider.
