Suara Cancellation and Refund Policy

This Cancellation and Refund Policy (the "Policy") applies to orders for membership services, virtual coins, virtual gifts, digital content, event benefits, or other paid services purchased through the Suara website, mobile application, H5 pages, or other official channels.

Suara is operated by SUARA TECHNOLOGY (M) SDN BHD. Please read this Policy carefully before purchasing any paid service. By completing a payment, you acknowledge that you have understood and agreed to this Policy.

This Policy applies to the following types of orders or services:

1. Membership services;
2. Virtual coins, gold coins, diamonds, or other in-platform virtual balances;
3. Virtual gifts, decorations, effects, props, or other digital items;
4. Paid events, value-added services, or other in-platform digital services;
5. Other paid orders completed through official Suara channels.

If you purchase services through Apple App Store, Google Play, or any other third-party payment channel, the relevant cancellation, refund, dispute handling, and refund timing rules of that third-party platform may also apply.

2.1 Orders not yet paid

If an order has not been paid, you may simply stop the payment process or close the order. Unpaid orders will not result in any charge.

2.2 Paid orders where the service has not started or has not been used

If you have completed payment but the relevant service has not started, the virtual item has not been issued, or the digital benefit has not been used, you may submit a cancellation or refund request through customer support.

Suara will review the order status and handle the request based on the actual circumstances and applicable law.

2.3 Digital services that have started or have been issued

Membership services, virtual coins, virtual gifts, digital props, decorations, effects, and other digital content are generally issued instantly, used instantly, or consumed irreversibly. Unless otherwise required by law or expressly agreed by Suara, orders that have been successfully issued, used, consumed, gifted, or have produced service effects are generally not cancellable or refundable.

You may submit a refund request to Suara in the following circumstances:

1. A duplicate charge occurred due to a system error;
2. You paid successfully but the platform failed to issue the corresponding service or digital benefit;
3. The order amount, product content, or service benefit is materially inconsistent with what was displayed;
4. A platform technical failure prevents you from normally using a purchased and unconsumed service;
5. You are entitled to a refund under applicable consumer protection laws;
6. Other reasonable circumstances where Suara, after review, considers a refund appropriate.

Unless mandatory applicable law provides otherwise, refunds are generally not supported in the following situations:

1. Virtual coins, virtual gifts, membership benefits, digital props, or other digital services have already been issued and used or consumed;
2. You have gifted virtual gifts to another user;
3. You no longer need the relevant service for personal reasons;
4. The purchase was made by mistake, but the relevant benefits have been issued or used;
5. You violated platform rules, the User Agreement, community guidelines, or relevant event rules;
6. You purchased, transferred, traded, or obtained virtual items through unofficial channels;
7. The service cannot be used due to your device, network environment, improper account management, or a third-party reason;
8. The order involves fraud, unauthorized card use, abnormal top-up, malicious refund, cash-out, money laundering risk, or other non-compliant conduct;
9. The relevant service or benefit has expired;
10. Other circumstances where applicable law allows Suara to refuse a refund.

1. For example, if you paid by bank card, e-wallet, Apple App Store, Google Play, third-party payment platform, or any other payment channel, the refund will normally be returned to the original payment account or original payment channel.
2. Suara generally will not refund to an account different from the original payment method, unless the original payment method is no longer available and Suara or the payment service provider allows another refund method.
3. The refund amount will be based on the actual amount paid by the user and will not include bank fees, payment provider fees, app store fees, exchange rate differences, taxes, or other charges that may be charged by third parties and are not refundable, unless otherwise required by applicable law.
4. If the order was paid using coupons, discounts, event rewards, bonus balances, or other promotional benefits, the refund amount will be calculated based on the actual amount paid, the event rules, and Suara's review result.

After a refund request is approved, Suara will submit the refund instruction to the relevant payment channel as soon as reasonably practicable.

The actual arrival time may vary depending on the payment method, bank, card issuer, e-wallet, Apple App Store, Google Play, or third-party payment service provider. In general, refunds may take several business days to complete.

If the refund has not arrived after a reasonable period, you may contact Suara customer support or contact the original payment channel, bank, or app store to check the processing status.

You may submit a cancellation or refund request through the following channels:

When submitting a request, please provide as much of the following information as possible:

1. Your Suara account ID or registered mobile phone number / email address;
2. Order number;
3. Payment time;
4. Payment amount;
5. Payment channel;
6. Reason for cancellation or refund;
7. Relevant screenshots, payment receipts, or other supporting materials.

If the information is incomplete, Suara may request additional information to verify the order and process the request.

After receiving a user request, Suara will review the matter based on the following factors:

1. Whether the order actually exists;
2. Whether the payment was successful;
3. Whether the service or digital benefit has been issued;
4. Whether the service or digital benefit has been used, consumed, gifted, or expired;
5. Whether there was a duplicate charge, system error, or technical failure;
6. Whether there is fraud, unauthorized card use, abnormal top-up, malicious refund, cash-out, or other non-compliant conduct;
7. Applicable law, payment channel rules, platform rules, and event rules.

After the review is completed, Suara will notify the user of the result through in-app notification, email, SMS, or other reasonable methods.

If Suara detects any of the following abnormal circumstances, Suara may suspend the refund, restrict account functions, freeze relevant virtual items, or conduct further investigation:

1. Unauthorized use of another person's payment account;
2. Unauthorized card use, chargeback abuse, malicious refund, or refund fraud;
3. Use of system vulnerabilities to obtain virtual coins, gifts, membership, or other benefits;
4. Profiting through false transactions, order manipulation, cash-out, or unofficial transactions;
5. Money laundering, scams, unlawful transactions, or other safety risks;
6. Violation of Suara's User Agreement, community rules, event rules, or applicable law.

If an investigation confirms non-compliant conduct, Suara may take measures under platform rules, including cancelling orders, reversing abnormal benefits, restricting accounts, permanently closing accounts, refusing refunds, and reporting to payment institutions or law enforcement authorities.

If you complete payment through Apple App Store, Google Play, a bank, e-wallet, or any other third-party payment channel, the refund process may be subject to the rules of that third-party platform or payment service provider.

In some cases, users may need to submit refund requests directly through the relevant third-party channel. For example:

1. Apple App Store orders may need to be handled through Apple's official refund process;
2. Google Play orders may need to be handled through Google Play's official refund process;
3. Bank card, e-wallet, or third-party payment platform orders may need to follow the relevant payment service provider's process.

Suara will reasonably assist users in verifying orders, but the final processing time and result of a third-party channel refund may be determined by that third party.

Suara may update this Policy from time to time based on business adjustments, payment channel rules, laws and regulations, or platform operation needs.

If this Policy is materially changed, Suara will notify users through website announcements, in-app notices, pop-ups, emails, or other reasonable methods.

The updated Policy will take effect from the date of publication or the date stated in the notice. If you do not agree with the updated Policy, please stop purchasing or using the relevant paid services.

If you have any questions about cancellation, refund, orders, payments, or this Policy, please contact us:

We will handle your request within a reasonable time.