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Refund & Cancellation Policy

1. Introduction

This Refund & Cancellation Policy ("Policy") governs all purchases made through Jimat App, operated by FFM Mega Resources Sdn. Bhd. ("Company", "we", "our", or "us").

We are committed to providing customers with a secure, transparent, and fair shopping experience. This Policy outlines the circumstances under which orders may be cancelled, refunds may be requested, and the procedures for processing eligible refund claims.

By placing an order through Jimat App, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.

2. Our Commitment

At Jimat App, customer satisfaction is one of our highest priorities. We understand that situations may arise where an order cannot be completed as expected. When this occurs, we aim to resolve the matter fairly, efficiently, and in accordance with applicable Malaysian laws and industry best practices.

Refund requests are assessed individually to ensure that both customers and merchants are treated fairly.

3. Order Cancellation

Customers may request to cancel an order before the order has been accepted for processing or fulfilment.

Once an order has entered the processing, packing, or shipping stage, cancellation may no longer be possible as operational costs have already been incurred.

Cancellation requests can be submitted through the Jimat App (where available) or by contacting our Customer Service Team.

The approval of any cancellation request remains subject to order status and operational feasibility.

4. Cancellation by Jimat App

In certain circumstances, Jimat App reserves the right to cancel an order without prior notice. These circumstances include, but are not limited to:

  • Product is out of stock.

  • Incorrect pricing caused by technical or human error.

  • Payment could not be successfully verified.

  • Suspected fraudulent activity.

  • Violation of our Terms & Conditions.

  • Merchant is unable to fulfil the order.

  • Delivery location is outside our service coverage.

  • Government restrictions affecting fulfilment.

  • Force majeure events.

Where payment has already been successfully received for a cancelled order, a full refund will be processed using the original payment method.

5. Eligible Refund Situations

Customers may be eligible to receive a refund under circumstances including, but not limited to:

Payment Successfully Charged but Order Not Processed

If payment has been successfully deducted but the order cannot be processed due to system failure or operational issues.

Product Unavailable

If the ordered product becomes unavailable before shipment and no suitable replacement has been accepted by the customer.

Incorrect Product Delivered

If the customer receives a product that differs from what was ordered.

Damaged Product

If products are received in damaged condition due to transportation or handling before delivery.

Customers may be required to provide photographs of the damaged product and packaging.

Incomplete Order

Where one or more purchased items are missing from the delivered order.

Duplicate Payment

If a customer has accidentally been charged multiple times for the same transaction due to payment gateway or system errors.

Merchant Unable to Fulfil Order

Where a participating merchant cannot fulfil the customer's order after payment has been successfully received.

Failed Delivery Caused by Merchant

Where delivery cannot be completed due to reasons attributable to the merchant or logistics provider.

6. Situations Not Eligible for Refund

Refund requests may be rejected under circumstances including but not limited to:

  • Change of mind after order confirmation.

  • Customer selected incorrect product.

  • Customer entered incorrect delivery information.

  • Customer refuses delivery without valid reason.

  • Product has been opened, consumed, damaged, or altered by the customer.

  • Product quality is satisfactory and matches its description.

  • Minor packaging imperfections that do not affect product quality.

  • Delays caused by weather, traffic conditions, or unforeseen logistical disruptions.

  • Customer unavailable to receive delivery after multiple delivery attempts.

  • Misuse of vouchers or promotional campaigns.

  • Fraudulent refund claims.

Each case will be assessed individually.

7. Refund Request Procedure

Customers who believe they qualify for a refund should contact Customer Service as soon as possible.

Customers should provide:

  • Full Name

  • Registered Mobile Number

  • Registered Email Address

  • Order Number

  • Transaction Reference

  • Description of the issue

  • Supporting photographs (if applicable)

  • Proof of payment where required

Failure to provide sufficient supporting information may delay the investigation process.

8. Refund Assessment

Upon receiving a refund request, Jimat App will review the information provided and may conduct investigations with:

  • Participating merchants

  • Logistics partners

  • Payment gateway providers

  • Banks

  • Internal transaction records

Additional information may be requested where necessary.

The Company reserves the right to reject any claim found to be inaccurate, incomplete, fraudulent, or misleading.

9. Refund Processing Time

Once a refund has been approved:

  • Refunds will generally be processed within 7 to 14 business days.

  • Certain payment providers or banks may require additional processing time.

  • Refund timelines may vary depending on the payment method used.

Customers will receive notification once the refund has been initiated.

10. Refund Method

Approved refunds will normally be credited back through the original payment method used during purchase.

Where this is not reasonably possible, Jimat App may arrange an alternative refund method, subject to applicable laws and payment provider requirements.

The Company does not issue refunds in cash unless specifically required by law.

11. Payment Gateway Errors

In the event of:

  • Duplicate transaction

  • Payment timeout

  • Payment deducted but order not created

  • Network interruption

  • Payment gateway technical error

Our team will coordinate with the payment service provider to verify the transaction.

Customers should avoid making repeated payment attempts before receiving confirmation.

12. Promotional Discounts, Cashback & Vouchers

Where an order involves:

  • Promotional discounts

  • Cashback rewards

  • Loyalty points

  • Voucher redemptions

  • Campaign incentives

Any refund approved will be calculated based on the actual amount paid after discounts.

Cashback, vouchers, or promotional credits used during the purchase may not be refundable unless otherwise specified under the respective campaign terms.

13. Perishable Products

Certain grocery and essential goods sold through Jimat App may be perishable.

Refunds for perishable goods will only be considered where:

  • Product is damaged upon delivery.

  • Product has expired before delivery.

  • Incorrect product delivered.

  • Product is unsafe for consumption.

Customers should inspect products immediately upon receipt.

14. Delivery Issues

Customers should notify Jimat App within 24 hours of receiving their order if:

  • Items are missing.

  • Wrong products received.

  • Products damaged.

  • Quantity incorrect.

Late reporting may affect our ability to investigate the matter.

15. Fraud Prevention

To protect both customers and merchants, Jimat App reserves the right to investigate any suspicious refund request.

The Company may reject refund requests involving:

  • False claims.

  • Manipulated evidence.

  • Repeated abuse of refund policies.

  • Suspicious purchasing behaviour.

  • Identity fraud.

Where appropriate, fraudulent activities may be reported to the relevant authorities.

16. Force Majeure

Jimat App shall not be liable for delays, cancellations, or refund obligations arising from circumstances beyond our reasonable control, including but not limited to:

  • Natural disasters

  • Floods

  • Fires

  • Pandemics

  • Government restrictions

  • Civil unrest

  • War

  • Nationwide system outages

  • Logistics disruptions

Where possible, affected customers will be informed promptly.

17. Amendments to This Policy

FFM Mega Resources Sdn. Bhd. reserves the right to amend this Refund & Cancellation Policy at any time.

Any updates will be published on our official website and shall take effect immediately upon publication.

Customers are encouraged to review this Policy periodically.

18. Contact Us

For enquiries relating to refunds, cancellations, or payment disputes, please contact:

FFM Mega Resources Sdn. Bhd.

Customer Service Hotline: [Insert Phone Number]

Email: [Insert Email Address]

Website: www.ffmegaresources.com

Business Hours:

Monday – Friday: 9:00 AM – 6:00 PM

Saturday: 9:00 AM – 1:00 PM

Sunday & Public Holidays: Closed

Our Customer Service Team will be pleased to assist you and ensure your enquiry is handled fairly, professionally, and as efficiently as possible.

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