Refund & Cancellation Policy

Last updated: 2026-10-01 Version: v1.4

This Refund & Cancellation Policy explains when and how you may cancel your GetPay subscription and request a refund. It applies to all subscriptions to https://getpay.cc operated by TELEBORT AI STUDIO PLT (LLP0046066-LGN).

This Policy is part of our Terms of Service.

Plans. The plans we offer, and their prices, are shown at https://getpay.cc/pricing. Our usage-based plans — Free, Starter, Growth, Scale and Enterprise, where that page offers them ("Usage-based Plans") — count usage per calendar month. The Free, Pro and Enterprise plans of our original pricing ("Classic Plans") keep their own terms: a workspace on a Classic Plan keeps that plan and the terms that applied to it for as long as it stays on it. Clauses 2.7 and 2.8 apply to Usage-based Plans only; every other clause applies to all plans.

1. Cancellation

1.1 How to cancel. You may cancel your subscription at any time:

Via your account settings (Settings → Billing → Manage subscription)
By emailing studio.telebort@gmail.com from the email address registered on your account

1.2 Effective date. Cancellation takes effect at the end of your current billing period — the end of the month you have paid for on a monthly plan, or the end of the year you have paid for on an annual plan. You keep access to paid features until that date, and your subscription does not renew. The only exception is a refund of your first annual charge under clause 4.2, where cancellation takes effect immediately.

1.3 No partial-period refunds. Cancelling part-way through a billing period does not trigger a refund for the unused portion of that period, except as set out in clauses 2 and 4 below or as required by Malaysian consumer protection law.

2. Refund Eligibility

We provide refunds in the following limited circumstances:

2.1 Free Trial

Your first Pro subscription starts with a fourteen (14) day free trial. A payment card is collected when you start the trial, but you are not charged during it.
If you cancel before the trial ends, you are not charged anything, so no refund is needed.
If you do not cancel, your first charge is made when the trial ends. From then on, clause 2.2 (monthly plans) or clause 2.3 (annual plans) applies.
The free trial applies to your first Pro subscription only. Subscribing again later does not start a new trial.
Usage-based Plans have no free trial. Their Free plan can be used for as long as you like without a payment card. A paid Usage-based Plan (Starter, Growth or Scale) is charged from the day you subscribe, on monthly or annual billing; a first annual charge is covered by the 14-day refund window in clause 2.3.

2.2 Monthly Plans

You may cancel a monthly plan at any time. You keep access to paid features until the end of the month you have paid for.
No refunds for partial months. Fees for a month that has already been charged are not refunded, whether or not you use the Service for the rest of that month.

2.3 Annual Plans — 14-Day Refund Window on Your First Annual Charge

If you request a refund within fourteen (14) days of your first annual charge, you receive a full refund of that annual charge, and your cancellation takes effect immediately.
After those fourteen (14) days, you may still cancel at any time and keep access until the end of the year you have paid for, but no partial refund is given.
Renewals are not covered by the 14-day window. You may cancel a renewed annual plan at any time and keep access until the end of the year you have paid for, but no refund is given for a renewal charge. Billing errors are still always refunded under clause 2.5.
See section 4 for details.

2.4 Material Service Failure

If we materially fail to provide the Service (e.g., extended unscheduled downtime beyond the service terms agreed with you, persistent failure of a core feature) and fail to remedy within thirty (30) days of your written notice:

You may cancel and request a pro-rata refund for the remaining unused portion of the current billing period
"Material failure" excludes failures caused by your environment, your data, third-party services beyond our control, or force majeure events

2.5 Billing Errors

If you were charged in error — for example, a duplicate charge, a charge for the wrong plan or tier, a charge for the wrong amount, or a charge after a valid cancellation:

The charge made in error is always refunded in full. The 14-day window in clause 2.3 does not apply to billing errors.
Process: email studio.telebort@gmail.com with billing details and we will investigate and refund within fourteen (14) business days

2.6 Statutory Rights

This Policy does not exclude any non-waivable rights you may have under the Consumer Protection Act 1999 of Malaysia or other applicable consumer protection law.

2.7 AI Top-up Packs (Usage-based Plans)

AI credit top-up packs are one-time purchases. Their credits can be used for twelve (12) months from purchase, after which any unused credits expire.
You may ask for a full refund of a top-up pack within fourteen (14) days of purchase, but only if none of its credits has been used. Once any credit from a pack has been used, or once those fourteen (14) days have passed, the pack is non-refundable.
The AI automation credits included with your plan each month reset at the start of every calendar month and do not roll over. Unused included credits and expired top-up credits are not refunded.
A top-up pack charged in error is still a billing error under clause 2.5 and is always refunded in full.

2.8 Plan Changes, Step-ups and Add-ons (Usage-based Plans)

Document step-up. If your company issues more documents in a calendar month than your plan includes, your plan is due to move to the next plan up from the start of the following calendar month. The higher price applies only from that month — never to the month in which your allowance was exceeded. We tell you by email and in your account settings as soon as our nightly usage check records the step-up; if your allowance is exceeded on the last day of a month, that notice may reach you on or just after the first day of the following month. From the start of that month, the owner or an admin confirms the move in the account settings (or, where your plan is managed with our team, confirms it with us); if it is not confirmed, we may move your subscription to the next plan up ourselves after telling you. The owner may move back to a lower plan at any time before the plan renews; the change takes effect from the next billing period, and the current period is not refunded.
Downgrades. A downgrade takes effect at the end of the period you have paid for. Paid features stay available until then, and no partial refund is given for the rest of that period.
Add-ons (seat packs, Counter outlets and extra registers) are billed monthly. An increase is charged pro-rata straight away for the rest of the current billing period. A decrease or removal takes effect from the next billing period; the add-on stays available until then and the current period is not refunded.
Payroll beyond the heads your plan includes is billed in arrears, per employee actually paid in the month, for a month your paid plan covered in full (Terms of Service §4.11). You are never charged for an employee who was not paid.

3. Non-Refundable Items

The following are non-refundable, except under clause 2.4 (material service failure) or clause 2.5 (billing errors), or as required by law:

Monthly subscription fees for a month that has already been charged, including the rest of that month after you cancel
Annual renewal charges, and your first annual charge once fourteen (14) days have passed since it was made (in both cases you keep access until the paid year ends)
Add-on or one-time purchase fees (e.g., setup fees, training, custom integration work) once delivered or substantially commenced
AI top-up packs once any of their credits has been used, or more than fourteen (14) days after purchase (clause 2.7); expired top-up credits; unused monthly AI credit allowances
Plan add-on charges (seat packs, Counter outlets, extra registers) for a billing period already charged, including after a decrease or removal (clause 2.8)
Subscription fees for previous billing periods
Fees attributable to your breach of the Terms of Service or Acceptable Use Policy

4. Annual Plans

4.1 Where annual billing is offered, annual subscriptions are pre-paid in full at the start of each annual term.

4.2 Within 14 days of your first annual charge. If you ask for a refund within fourteen (14) days of your first annual charge, we refund that annual charge in full. Your subscription is cancelled immediately, and access to paid features ends at that point. This applies to your first annual charge only, not to renewals.

4.3 After 14 days, and on renewals. Once fourteen (14) days have passed since your first annual charge, and for every annual renewal, you may cancel at any time. Cancellation stops auto-renewal, and you keep access until the end of the year you have paid for. No refund is given for a renewal charge, and no pro-rata refund is given for the rest of the term, except under clause 2.4 (material service failure) or clause 2.5 (billing errors) above.

4.4 Downgrade from annual to monthly takes effect at the end of the current annual term.

5. Refund Process and Timeline

5.1 Submission. Email refund requests to studio.telebort@gmail.com with the subject "Refund Request" and include: account email, transaction date, transaction amount, reason for refund.

5.2 Review. We will acknowledge within three (3) business days and respond with a decision within fourteen (14) business days.

5.3 Method. Approved refunds are issued to the original payment method. We do not issue refunds to alternative payment methods or in cash.

5.4 Timeline to receipt. Once approved, refunds typically appear in your account within five to ten (5–10) business days, depending on your payment provider and bank.

5.5 Currency and taxes. Refunds are issued in Malaysian Ringgit (MYR) at the original transaction amount. SST or other taxes, if charged, are refunded proportionately. Currency conversion fees imposed by your bank are not refundable.

v1.0 — 2026-05-11 — First version.
v1.1 — 2026-09-25 — Refund terms rewritten: free trial, monthly plans, 14-day refund on annual charges, billing errors always refunded.
v1.2 — 2026-09-25 — The 14-day annual refund applies to your first annual charge only.
v1.3 — 2026-09-26 — Added Usage-based Plans (§2.7 AI top-up packs, §2.8 plan changes, step-ups and add-ons); Classic Plans keep their terms.
v1.4 — 2026-10-01 — §1.1 corrected the cancellation path in account settings; §2.4 refers to service terms agreed with you instead of a published Service Level Agreement; §2.5 refund timing stated in business days, as in §5.2; registered address updated.