Refund Policy
This Refund Policy applies to all payments, online top-ups and IC Card services provided by AquaCap under the brand Aqua Spring.
1. IC Card Top-Up Refunds
All online top-up transactions are subject to verification.
Refunds may be considered for duplicate payments, unsuccessful transactions, incorrect charges or other verified payment issues.
For voluntary IC Card cancellation, only eligible remaining personal top-up balances that have not been activated to the physical IC Card may be considered for a refund.
Balances that have already been activated to the physical IC Card or used for drinking water services are generally non-refundable.
2. Promotional Credits
Promotional credits, welcome bonuses, top-up rebates, complimentary balances and other free credits are non-refundable and cannot be exchanged for cash.
3. IC Card Registration and Replacement Fees
IC Card registration and replacement fees are subject to the applicable card return and refund conditions. Refund eligibility will be assessed based on the condition of the card and the relevant circumstances.
4. Refund Requests and Processing
Parents or guardians may submit refund requests through our official communication channels.
Aqua Spring may require relevant payment receipts, transaction references, IC Card information and bank account details for verification.
Approved refunds will be processed through bank transfer to the verified bank account provided by the parent or guardian, generally within seven (7) calendar days after verification and completion of the required procedures.
Processing time may vary depending on the bank and payment service provider.
5. Policy Updates
Aqua Spring reserves the right to amend this Refund Policy when necessary. Any amendments will be published on our official website.
Nothing in this policy shall exclude or restrict any consumer rights provided under applicable laws of Malaysia.