This Refund & Cancellation Policy explains how refund requests, duplicate transactions, and cancellations are handled for PolaroidKu digital event upgrades.
Overview: PolaroidKu event upgrades (Premium at RM39, Pro at RM89) are one-time digital software upgrades for individual events. There are no recurring monthly subscriptions or auto-renewals. Because features activate immediately upon payment verification, fees are generally non-refundable once an event has taken place or photo capacity has been consumed, except under the eligible conditions below.
1. Nature of Digital Upgrades & Pre-Payment
Prior to completing payment, the plan features, photo quota allowances, and gallery retention periods are explicitly presented in your dashboard. You may exit checkout at any point prior to authorization without being charged.
Upon successful payment confirmation via our licensed payment gateway, CHIP (Chip In Asia), the selected digital upgrade is applied to your designated event immediately.
2. Eligible Circumstances for a Refund
We review and grant refunds under the following verified conditions:
- Duplicate Transactions: If network latency or repeated submissions caused your bank or card to be charged multiple times for the same event upgrade.
- Service Activation Failure: If payment was successfully deducted by CHIP, but our system failed to unlock your plan features and our support desk is unable to resolve the activation.
- Accidental Tier Selection: If you accidentally upgraded to the wrong plan and contact us immediately prior to using the additional event quota or features.
3. Ineligible Refund Circumstances
Refunds will not be issued in cases where:
- The event has already taken place and guests actively uploaded photos using the paid quota.
- Performance issues resulted solely from event venue internet failure, captive Wi-Fi firewalls, or guest cellular network outages.
- The request is submitted after the event's storage retention window has expired and media has been purged.
4. How to Submit a Refund Request
To initiate a request, email support@polaroidku.com with:
- Your registered PolaroidKu account email address;
- The name and date of the event;
- The CHIP payment reference ID (found in your transaction receipt);
- A concise description of the reason for your refund request.
Our support desk reviews all refund inquiries within 1 to 2 business days.
5. Payment Reversal Process
Approved refunds are remitted through the CHIP payment gateway back to the original funding source (FPX bank account, debit card, credit card, or e-wallet). Processing times depend on your financial institution:
- FPX Online Banking: Typically 3 to 7 business days depending on bank settlement cycles.
- Credit/Debit Cards: Typically 5 to 10 business days depending on card issuer policies.
6. Effect of Refund on Event Data
When an event upgrade is refunded, the event will revert to the standard Free tier limits (50 photos and 7-day retention). If the event currently holds photos exceeding the Free tier limit, you will be notified to download your memories before access to extended capacity is restricted.