KINOS Refund Policy
Version 1.0 · Effective [DATE OF PUBLICATION]
This policy covers subscriptions and class or activity bookings bought from KINOS SDN. BHD. (Company No. [SSM NO.]). It does not affect your rights under the Consumer Protection Act 1999.
1. Subscriptions bought in the app (Apple or Google)
- Apple and Google take these payments, so refunds are decided by them, under their own policies.
- iPhone / iPad: request a refund at reportaproblem.apple.com.
- Android: within 48 hours of buying, request a refund through Google Play (support.google.com/googleplay). After 48 hours, email us and we will look at it.
- To stop the next renewal, cancel in your App Store or Google Play subscriptions. You keep your plan until the end of the period you have paid for.
2. Subscriptions bought on our website
- 14-day refund: if you ask within 14 days of your first-ever payment for a KINOS subscription on our website, we refund it in full.
- After 14 days, and for renewals: we do not refund the current period. You can cancel at any time and keep your plan until the end of the period you have paid for. The next payment will not be taken.
- Founding plan: if you take a refund of a Founding plan, the Founding price ends, and your place goes to another family.
3. Class and activity bookings
| What happens | What you get |
|---|---|
| You cancel 48 hours or more before the start | A full refund |
| You cancel less than 48 hours before the start | No refund. We will ask the merchant whether you can move to another date |
| You do not attend | No refund |
| The merchant cancels or changes the date or time | Your choice: a full refund, or the new date |
| The class was not as described | Tell us within 7 days. We will look into it with the merchant and may refund part or all of the price |
To cancel, use the app or email us. The time we receive your cancellation is the time that counts.
If your child is unwell, please do not attend. Let us know before the class starts and we will ask the merchant to move your booking.
4. How to ask for a refund
Email [email protected] from the email address on your account, with your booking or payment reference.
5. How long it takes
- We will reply within 2 working days.
- Card payments are refunded to the same card. Online-banking (FPX) payments are refunded by bank transfer, so we will ask for your bank account details.
- It usually takes 7 to 14 working days for the money to reach you, depending on your bank or card provider.
6. Contact
KINOS SDN. BHD. (Company No. [SSM NO.])
[REGISTERED ADDRESS]
Email: [email protected]