Refund Policy

Summary

E'Jemput is a digital product delivered instantly. As soon as payment is confirmed, your card is generated, its public link goes live, and it can be shared straight away. For that reason, there are no refunds once a card has been generated.

There are two exceptions, both concerning a mistake on our part or a fault in the payment system — not a change of mind. Both are described below.

This policy forms part of our Terms & Conditions.

When we refund

You were charged more than once for the same card

If a payment is processed twice for the same card — for example because the button was pressed repeatedly or the payment gateway sent a duplicate transaction — only one card is created, and we refund the extra charge in full. You do not need to apply; we monitor for this. But if you notice it first, let us know and we will speed it up.

You were charged but no card was produced

If money left your account but no card was generated and no account was opened, that is a technical failure on our side. Contact us with your payment reference and we will either bring the card to life, or refund the payment in full — your choice.

When we do not refund

• A change of mind. The card has already been generated and its link can already be shared.
• A typo in the card's content. You can edit your card at any time until the day of the event — names, date, venue, photos, everything. Correcting it costs nothing.
• The event is postponed. You do not need to buy a new card. Just change the date on your existing card and its link stays live until the new date.
• The event is cancelled. We are sorry, but the card has already been delivered. Contact us and we will help take the card down so its link can no longer be opened.
• The card was not used. If you bought it but never sent the link to anyone, the card has still been delivered to you.
• The upgrade price difference. An upgrade from Basic to Premium is final; the price difference is not returned and there is no downgrade.
• A card suspended for breaching the terms. See the section "What is not allowed" in the Terms & Conditions.

Failed or abandoned payments

This is not a refund, but it is often mistaken for one.

If your payment fails, or you close the payment gateway window before it finishes, nothing is charged and your card stays a draft. You can try again at any time and none of your work is lost. Some banks hold the amount for a while before releasing it again — that is the bank's process, not a charge from us, and it usually clears within a few working days.

How to apply

1. Contact us within 14 days of the date of the charge, through a support ticket from your dashboard or by email to the address below.
2. Include your payment reference — it begins with DJ- and appears on your receipt email and your invoice.
3. Explain what happened. If you were charged twice, include both references if you have them.

We reply to every application within 7 working days. If it is approved, the payment is returned to the original payment method — we cannot return it to a different account. Banks and payment gateways usually take 7 to 14 working days to show it on your statement.

Your rights under the law

This policy does not affect your rights under Malaysian law, including the Consumer Protection Act 1999 where it applies to you. If the service we provide does not match what we promised, contact us — we will put it right.

Contact us

Refund applications and any questions about this policy can be sent to the email address or phone number shown below.