KnW SFP Affiliate Program Refund and Return Policy
Effective Date: 20th Feb 2025
At KnW Capital Sdn Bhd, we are committed to providing a seamless and valuable experience for all affiliates participating in the KnW Startup Factory Program (SFP). This Refund and Return Policy has been designed to ensure transparency, fairness, and to maintain a positive relationship between the Company and its affiliates.
1. General Refund Policy
- Eligibility for Refunds:
- Refunds may be requested in the following cases:
- The Company cancels a Program or service before it begins (e.g., due to insufficient participant numbers, internal circumstances, or unforeseen events).
- Payments are charged incorrectly or mistakenly (e.g., duplicate charges, overpayment).
- Refunds will not be issued in the following cases:
- Once program services (training, workshops, coaching, etc.) have started.
- For any digital content accessed or consumed by the Affiliate.
- When the Affiliate voluntarily withdraws or chooses to terminate their participation after services have commenced.
2. Refund Request Process
- Initiating a Refund:
- Affiliates must submit a refund request in writing to sfpsupport.lazily730@passmail.net within 7 days of the payment transaction. The request must include the reason for the refund and any relevant transaction details.
- Review and Approval:
- The Company will review the refund request within 7 business days. If the request meets the conditions outlined above, a refund will be processed within 15 business days.
- Refund Method:
- Refunds will be processed to the original payment method used by the Affiliate at the time of purchase. If payment was made through a third-party platform (such as Stripe), the refund will be subject to that platform’s policies.
- Partial Refunds:
- In the case of partial cancellations (e.g., a service used partially but not fully), the Company may issue a pro-rata refund based on the portion of services unused, as determined by the Company.
3. Return of Marketing Materials
- Return Eligibility:
- The return of marketing or promotional materials (e.g., branded kits, printed brochures, etc.) will be considered under the following circumstances:
- The materials are defective or were shipped in error (e.g., incorrect size, damaged items).
- The Affiliate has not yet utilized the materials in any marketing activity or events.
- Return Timeframe:
- Returns must be requested within 30 days of receiving the materials.
- Return Shipping:
- The Affiliate is responsible for the shipping costs associated with returning the materials unless the return is due to an error by the Company (defective items, incorrect shipments).
- Condition of Return:
- All returned materials must be in unused and resalable condition. Materials that have been used or damaged by the Affiliate are not eligible for return.
4. Non-Refundable Fees
- The following fees are non-refundable:
- Affiliate Membership fees: Once an Affiliate has signed up and accessed the program, the membership fee becomes non-refundable, unless stipulated otherwise.
- Fees for services or products that have already been delivered or consumed (such as training sessions, workshops, and webinars).
- Commission payments for successfully referred clients or sales completed.
- Any promotional or custom services requested by the Affiliate once fulfilled or started.
5. Chargebacks and Payment Disputes
- Chargebacks:
- If an Affiliate initiates a chargeback for any payments made under the Program, the Company reserves the right to terminate the Affiliate’s participation in the program. The Affiliate may also be responsible for reimbursing any chargeback fees incurred by the Company.
- Payment Disputes:
- The Affiliate agrees to address payment disputes directly with the Company before escalating them to payment processors or financial institutions.
6. Cancellations
- Affiliate Cancellations:
- Affiliates can cancel their membership or participation at any time by submitting a written notice to the Company. However, no refunds will be provided for services that have already commenced or been delivered.
- Company Cancellations:
- In the event that the Company cancels the Program or its services, affiliates will be notified and may receive a pro-rata refund if applicable (for services that have not yet started or are partially unused).
7. Dispute Resolution
- If an Affiliate has a dispute regarding this policy or any refund/return request, the Affiliate is encouraged to contact the Affiliate Support Team directly at AffiliateSupport for clarification or resolution.
- Mediation and Arbitration:
- If the dispute cannot be resolved through direct communication, both parties agree to attempt mediation before pursuing formal arbitration. Disputes will be resolved in accordance with the laws of Malaysia.
8. Amendments to the Refund and Return Policy
- The Company reserves the right to modify or amend this Refund and Return Policy at any time. Any changes will be communicated to the Affiliates, and continued participation in the Program will signify acceptance of the updated policy.
9. Contact Information
- For questions or concerns regarding this policy, or to request a refund, please contact the Affiliate Support Team at:
- Email: AffiliateSupport
- Phone: 00 1 833 380 3540
- Fax: 00 1 833 380 3540
- Address: 23, Jalan Wangsa Delima 5, Suite1-C7, 1st Floor, Kuala Lumpur, Wilayah Persekutuan 53300 Malaysia
