This policy explains how refunds and cancellations work for Internet access bought through the FlagOff.my portal. Because payments go directly to the hotspot provider, refunds are handled by the provider.
FlagOff.my is a registration and verification intermediary only. Customer payments are made directly to the hotspot provider through the provider's DuitNow QR, bank account or cash counter. We never receive, hold or control those funds.
As a result, we cannot issue refunds ourselves. Refund decisions and payments are made by the hotspot provider as the merchant of record.
If you have paid but your Access Code has not yet been activated, and you no longer want the service, contact the hotspot provider or the admin at the location as soon as possible. Refunds before activation are at the provider's discretion and subject to its own policy and to Malaysian consumer law.
If an order is rejected because payment cannot be verified, the amount remains with the provider; contact the provider with your payment proof to resolve it.
Once an Access Code has been activated or used, refunds are generally not provided, because the service has begun. This is subject to the provider's policy and to any non-excludable rights under the Consumer Protection Act 1999.
Unused or expired codes are generally non-refundable unless the provider's policy or Malaysian law provides otherwise.
The hotspot provider is responsible for the Internet service, including speed, coverage, uptime and faults. Complaints about service quality or outages must be raised with the provider, who decides any remedy, service credit or refund.
FlagOff.my may assist by relaying information or providing order and verification records, but we do not decide service complaints or compensation.
If your payment was verified but you did not receive an Access Code, contact the hotspot provider or location admin with your order number and payment proof. The provider must deliver the code or refund you according to its policy and Malaysian law.
If you cannot reach the provider, you may contact platform support and we will try to coordinate, but we cannot compel the provider or pay refunds on its behalf.
If you paid the wrong amount, paid twice or paid to the wrong account, contact the provider immediately with proof. Overpayments and duplicate payments are reconciled by the provider.
For card or online-banking disputes, contact your bank. Chargebacks are handled between you, your bank and the provider; FlagOff.my may provide transaction records on request.
Contact the hotspot provider or location admin using the support contact shown on your order page. Provide your order number, the amount paid, the payment proof and the reason for the request.
Keep the outcome in writing where possible. If a dispute cannot be resolved, you may refer it to the Tribunal for Consumer Claims Malaysia (TTPM) or another competent authority under Malaysian law.
Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Consumer Protection Act 1999, the Contracts Act 1950 or any other Malaysian law that cannot lawfully be excluded.