1. Overview
This Refund Policy applies to paid Lockbah subscriptions, trials that convert into paid subscriptions, LIVE Credit top-up packages, and other digital SaaS access sold through Lockbah.
Lockbah provides digital access and usage-based SaaS features. Because access and credits can be delivered immediately, payments are generally non-refundable except as described below or where Malaysian law requires a different result.
2. Subscriptions
Subscription fees are billed in advance for the selected billing period. You are responsible for reviewing the plan, billing interval, price, trial period, renewal terms, and taxes shown at checkout before confirming payment.
If you cancel a subscription, access normally continues until the end of the paid billing period unless the account is suspended for breach of the Terms of Service. Cancellation does not automatically create a refund for the unused part of the billing period.
3. Trials
If a free trial is offered, the trial terms shown at checkout or in the product screen will apply. You should cancel before the trial ends if you do not want the subscription to renew into a paid plan.
A charge made after a trial ends is treated as a subscription payment unless the charge was caused by a billing error, duplicate charge, or another issue that qualifies under this policy or applicable law.
4. LIVE Credit top-ups
LIVE Credit top-up purchases are generally non-refundable once the credits have been delivered to your account, made available for use, or used in the service.
Purchased credits currently carry forward and expire after 12 months unless the checkout or product page says a different period. Expired, unused, promotional, or bonus credits are not redeemable for cash.
5. When refunds may be approved
We may approve a full or partial refund where it is fair and supported by account, billing, or service records.
- A duplicate charge was made for the same account, plan, billing period, or top-up purchase.
- The wrong amount was charged because of a clear billing or technical error.
- A payment was taken after a confirmed cancellation that should have stopped renewal.
- A material service failure caused Lockbah to be unavailable for the core paid workflow for a substantial period, and we cannot reasonably restore access or provide an appropriate credit.
- A refund is required by applicable Malaysian law or another non-excludable legal right.
6. When refunds are usually not approved
Refunds are usually not approved for reasons that are outside Lockbah control or where the service has been made available as described.
- You changed your mind after the subscription or top-up was delivered.
- You forgot to cancel before renewal or before a trial converted, unless a legal right applies.
- Your printer, device, operating system, network, TikTok account, PrintNode account, or third-party service was unavailable or misconfigured.
- You did not use the account, subscription, or credits during the billing period.
- Your account was suspended or terminated for violating the Terms of Service.
7. How to request a refund
Send refund requests to the contact email shown on this page. Include the account email, Paddle receipt or transaction reference, charge date, amount, plan or top-up purchased, and the reason for the request.
Requests should be sent within 14 days of the charge where possible so that we can review billing records quickly. We may ask for more information to verify the account holder, payment, and reason for the request.
8. Processing approved refunds
Approved refunds are normally processed back to the original payment method through Paddle or the payment processor used for the transaction. Processing time depends on Paddle, banks, card networks, and payment providers.
If a refund is approved, we may revoke the related subscription access, reduce the account balance, remove unused top-up credits, or adjust LIVE Credit records to reflect the refunded purchase.
9. Malaysian consumer rights
Nothing in this Refund Policy limits rights that cannot be excluded under Malaysian law, including rights that may apply under consumer protection laws where the customer qualifies as a consumer.
If there is a conflict between this policy and a non-excludable legal right, the legal right will apply to the extent of the conflict.