Service Guarantee
Returns & Refunds
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Policy Overview
This Refund & Return Policy (“Policy”) sets out the terms governing cancellations, returns, replacements, store credits, and refunds in relation to products and services purchased through Nextora.my (the “Platform”). By placing an order through the Platform, you acknowledge that you have read, understood, and agreed to be bound by this Policy together with our Terms & Conditions and any product-specific, service-specific, or checkout terms presented at the time of purchase.
Last updated: 15 October 2025
Applies to: Digital products, digital services, domain services, hosting, subscriptions,
email services, and selected physical goods
Important Notice: Many items offered through the Platform are digital, time-sensitive, customised, registry-based, or instantly fulfilled in nature. Accordingly, such items are generally non-returnable and non-refundable once delivered, activated, provisioned, accessed, registered, transferred, redeemed, consumed, or otherwise fulfilled, save where otherwise required by applicable law or where a verified failure directly attributable to Nextora has occurred.
1) Business Information
This Platform is operated by:
| Business Name | NEXTORA ENTERPRISE |
| Registration No. | 202503284924 (NS0314937-A) |
| Address | Wisma Tian Siang, No. 6 BWH, Jalan Dato Ahmad Yunus, 32000 Sitiawan, Perak, Malaysia |
| nextoraone@gmail.com | |
| Website | https://nextora.my |
2) Definitions and Interpretation
In this Policy, unless the context otherwise requires:
“Digital Product” means any product delivered electronically or fulfilled digitally, including digital codes, license keys, top-ups, subscriptions, vouchers, downloadable files, activations, and similar items.
“Digital Service” means any technical, web, software, cloud, consulting, maintenance, integration, configuration, or other service performed by or through Nextora.
“Domain Service” means domain registration, renewal, transfer, DNS-related services, WHOIS/privacy-related services, and other registry-linked services.
“Physical Goods” means tangible products shipped to a customer.
“Working Day” means a day on which banks are generally open for business in Malaysia, excluding weekends and public holidays.
“We”, “us”, “our”, or “Nextora” refers to NEXTORA ENTERPRISE.
“You” or “Customer” refers to the purchaser, subscriber, or user of the relevant product or service.
Headings are inserted for convenience only and shall not affect interpretation. References to any law include amendments, re-enactments, and subsidiary legislation made under that law.
3) Scope of This Policy
This Policy applies to purchases made through the Platform, including but not limited to:
Digital Products
Digital Services
Domain Services
Hosting, business email, and subscription-based services
Selected Physical Goods, where offered
Certain products or services may be provided, fulfilled, or supported by third-party registries, payment gateways, software vendors, suppliers, or service partners. In such cases, additional third-party terms may apply.
Where there is any inconsistency between this Policy and specific product, quotation, invoice, proposal, subscription, or service terms, the more specific terms shall prevail to the extent of the inconsistency.
4) General Refund Principles
All refund, return, replacement, or cancellation requests are subject to review, verification, approval, and fraud-prevention checks.
No refund shall be due merely because a customer has changed their mind after purchase, unless otherwise expressly stated by us in writing or required by law.
Where any product or service has already been fully or partially delivered, activated, provisioned, consumed, registered, accessed, transferred, or used, refund eligibility may be reduced or excluded.
We reserve the right to refuse any request that is incomplete, unsubstantiated, fraudulent, abusive, made in bad faith, or inconsistent with this Policy or applicable transaction records.
5) General Refund Eligibility Guide
This table is a general guide only. Specific checkout, quotation, invoice, or product/service terms shall take precedence.
| Category | General Position | Remarks |
|---|---|---|
| Digital codes / vouchers / reloads / top-ups | Generally non-refundable | Once delivered, processed, or redeemed, these are treated as fulfilled unless a verified non-delivery or system failure is confirmed. |
| Domain Services | Generally non-refundable | Registry and third-party fees are usually irreversible once a domain is registered, renewed, or transferred. |
| Hosting / email / subscriptions | Case-by-case only | May be reviewed depending on provisioning status, usage, service commencement, and the cause of the issue. |
| Digital Services / custom work | Case-by-case only | Depends on the stage of work, committed resources, third-party costs, completed milestones, and written commercial terms. |
| Physical Goods | Potentially returnable if eligible | Must satisfy the applicable return window, condition requirements, and exclusion rules. |
6) Digital Products
Due to the nature of Digital Products, all such items are generally non-returnable and non-refundable once the item has been delivered, sent, displayed, accessed, redeemed, downloaded, activated, or otherwise made available to the customer.
6.1 Examples
Digital vouchers, activation codes, serial numbers, PINs, license keys, and prepaid credits
Mobile reloads, top-ups, and other instantly fulfilled balance-based items
Downloadable software, files, and electronic access items
Instant subscription activations and digital account upgrades
6.2 Limited circumstances where review may be considered
Successful payment but no delivery or no access was provided within a reasonable time and internal records confirm non-fulfilment
Duplicate charging for the same transaction, where duplicate billing is verified
Technical processing failure clearly attributable to our system or our integrated provider, with no valid fulfilment completed
Where a Digital Product has been successfully sent to the email address, mobile number, user account, or other destination provided by the customer during checkout, the transaction shall generally be deemed completed.
Customers bear sole responsibility for ensuring that all submitted information is complete and accurate before payment.
7) Domain Services
7.1 Domain registration, renewal, and transfer
Domain Services are generally non-refundable once successfully processed because they usually involve irreversible third-party registry fees, administrative charges, and external processing costs.
7.2 Failed domain transactions
A refund or store credit may be considered only where our records confirm that the relevant registration, renewal, or transfer request did not complete successfully and no corresponding domain service was actually fulfilled.
7.3 Customer responsibility
Customers are responsible for checking domain spelling, extension selection, transfer details, and registrant information before submitting an order.
Orders affected by customer mistakes, including typographical errors, incorrect registrant details, wrong domain choice, or failure to respond to transfer requirements, may not be refundable once processing begins.
8) Hosting, Email, and Subscription Services
Hosting plans, business email, and recurring or fixed-term subscription services may only be eligible for refund on a restricted and case-by-case basis. Assessment may include the commencement date, provisioning status, extent of usage, system logs, resource allocation, and whether third-party licensing or setup has already occurred.
One-time setup, migration, onboarding, configuration, or provisioning charges are generally non-refundable once incurred.
Third-party license fees, software fees, platform fees, registry-linked costs, and service activation charges are generally non-refundable once committed or paid.
No refund shall generally be given for unused time in an active service term unless expressly stated otherwise in writing.
9) Web Development, Technical, and Professional Services
Refund entitlement for Digital Services or professional work shall be assessed based on actual work performed, resources committed, project stage, milestone status, third-party expenditures, and any written commercial documents governing the engagement.
9.1 Deposits
Unless expressly stated otherwise, all deposits are generally non-refundable once any work has commenced.
Work commencement includes consultation, planning, drafting, design, procurement, setup, development, research, installation, provisioning, or any preparatory or implementation-related activity undertaken for the project.
9.2 Cancellation after commencement
If a customer cancels a project after work has commenced, we reserve the right to retain or deduct amounts corresponding to work performed, time spent, resources used, third-party tools or licenses purchased, expenses incurred, and any completed or partially completed deliverables.
9.3 Partial refund review
no meaningful work has commenced;
no third-party fees, tools, subscriptions, or setup costs have been incurred;
we are unable to proceed solely due to reasons directly attributable to us; or
the parties expressly agree in writing to a cancellation settlement.
Priority of commercial terms: Where a quotation, invoice, proposal, statement of work, contract, service agreement, maintenance arrangement, or project milestone document exists, that document shall govern the relevant refund, cancellation, milestone, and payment consequences to the extent it specifically addresses the issue.
10) Physical Goods Returns
This section applies only to Physical Goods sold and shipped through the Platform. If a third-party seller is involved, additional seller-specific conditions may apply.
10.1 Return window
Return requests should generally be submitted within 7 days from the date of delivery, unless a different return period is stated on the relevant product page.
10.2 Return conditions
The item must be unused, undamaged, and returned in its original packaging.
All accessories, tags, labels, manuals, inserts, and proof of purchase must be included.
Items showing misuse, customer-caused damage, wear and tear, missing components, or unauthorised alteration may be rejected.
10.3 Non-returnable items
Hygiene-related, personal care, consumable, or perishable products
Customised, personalised, made-to-order, or special-order items
Clearance or final-sale items clearly marked as non-returnable
If an item arrives damaged, defective, or materially incorrect, you should notify us promptly and provide sufficient evidence, including clear photographs, videos, packaging details, and order records.
11) Non-Refundable Fees and Deductions
To the maximum extent permitted by law, the following may be non-refundable, or may be deducted from any approved refund where applicable:
payment gateway, merchant, banking, and transaction processing fees;
registry fees, domain fees, and third-party provider charges;
software license fees, activation fees, and subscription setup fees;
administrative, processing, handling, troubleshooting, verification, or service recovery costs reasonably incurred;
delivery charges, return shipping charges, restocking charges, and inspection costs for Physical Goods where disclosed or reasonably applicable.
12) Customer Errors and Invalid Refund Grounds
Refunds may be refused where the issue arises from customer error, omission, negligence, or change of mind, including without limitation:
submission of an incorrect email address, mobile number, account ID, domain name, registrant details, or other order information;
failure to read the product description, service scope, terms of use, or compatibility requirements before purchase;
mistaken purchase of the wrong product, service plan, extension, or subscription term;
inability to use the purchased item due to customer-side device limitations, unsupported software, local restrictions, or lack of technical understanding, where the item or service was delivered as described.
13) Refund or Return Request Procedure
To submit a request, you must provide sufficient information for verification, including where applicable:
order number and transaction date;
name, email address, phone number, or account used for the order;
the product or service name and category;
a clear written description of the issue;
supporting evidence such as screenshots, error messages, receipts, photos, videos, or transaction references; and
any additional information reasonably requested by us for investigation.
Recommended timeline: Requests should preferably be submitted within 7 Working Days from the transaction date for digital items or services, and within 7 days from delivery for Physical Goods, unless a different timeframe is expressly stated for the relevant product or service.
14) Review, Approval, and Refund Timeline
All requests are subject to investigation, internal system review, fulfilment verification, and, where relevant, third-party provider confirmation.
We may request additional evidence or clarification before making a decision.
If approved, refunds will generally be processed using the original payment method, unless this is not reasonably possible.
Approved refunds are typically processed within 7 to 14 Working Days, subject to bank, payment provider, or gateway timelines.
For Physical Goods, any refund may be withheld until the returned item has been received and inspected.
15) Chargebacks, Disputes, and Fraud Prevention
If you believe a transaction is unauthorised or incorrect, you should contact us first to allow investigation and resolution. Initiating a chargeback without prior contact may delay resolution and may trigger account or order review.
We reserve the right to contest fraudulent, abusive, or unjustified chargebacks by submitting relevant supporting evidence to payment processors, banks, gateways, or dispute platforms.
Such evidence may include transaction logs, delivery records, activation logs, service records, IP/device information, communication history, and other fulfilment-related data lawfully retained by us.
We may suspend, limit, or block accounts or orders associated with suspected fraud, abuse, repeated chargeback activity, or other bad-faith conduct.
16) Statutory Rights
Nothing in this Policy is intended to exclude, restrict, or modify any consumer rights, guarantees, protections, or remedies that cannot lawfully be excluded, restricted, or modified under applicable law. Where any mandatory legal right applies, this Policy shall be read subject to that right and shall apply only to the maximum extent permitted by law.
17) Amendments to This Policy
We may amend, revise, or update this Policy at any time to reflect changes in law, business operations, product offerings, service models, platform functionality, or compliance requirements. Any revised version will be published on this page together with an updated “Last updated” date. Continued use of the Platform after such publication shall constitute acceptance of the revised Policy.
18) Contact Us
If you have any questions regarding this Policy or wish to submit a refund or return request, please contact:
| Business Name | NEXTORA ENTERPRISE |
| Registration No. | 202503284924 (NS0314937-A) |
| Address | Wisma Tian Siang, No. 6 BWH, Jalan Dato Ahmad Yunus, 32000 Sitiawan, Perak, Malaysia |
| nextoraone@gmail.com | |
| Website | https://nextora.my |
Refund Timeline
Refunds will be issued via the original payment method where possible. Posting time depends on your bank/provider.
Need help fast?
For invalid codes, failed top-ups, wrong items, or urgent issues, contact our support team with your order number and proof.
Email SupportInclude: Order number, registered email/phone, screenshots/video proof, and timestamps.