Refund and Cancellation Policy

At Usanita Sdn. Bhd., we aim to ensure that all UTV users enjoy a smooth and secure experience. This Refund and Cancellation Policy explains your rights and obligations regarding purchases and cancellations on our platform. Please read it carefully before making any purchase.

1. Content Purchases and Cancellations

  • Final Purchases: All content purchases on UTV are final and non-refundable, except in cases where a technical error occurs on our part.

  • Accessed Content: Once content has been accessed or viewed, cancellations are strictly not permitted.

  • How to Cancel: As UTV operates on a pay-per-content model (not subscription), cancellations are generally not applicable. If you encounter issues with an unviewed purchase, please contact our support team immediately at support@utv.com.my

  • within 7 days.

2. Refund Eligibility

Refunds may only be granted under the following circumstances:

  • Technical Errors: If a purchase fails to deliver access but your account has been charged.

  • Duplicate Billing: If you are charged more than once for the same content.

  • System Faults: If the service experiences an error that prevents you from accessing purchased content.

Refunds will not be granted in the following cases:

  • Change of Mind: Deciding you no longer want the purchased content.

  • Dissatisfaction with Content: Refunds will not be given based solely on content preference, unless the content is defective or misrepresented.

  • Lack of Usage: Not accessing or watching purchased content does not qualify for a refund.

3. Refund Process

If you qualify for a refund, the process will be as follows:

  1. Contact Support: Email us at support@utv.com.my with the following details:

    • Your registered email address.

    • Purchase details (title, purchase date, and payment method).

    • Reason for the refund request.

  2. Verification: Our support team will review your request within 7 business days. Additional details may be requested to verify the claim.

  3. Processing Time: If approved, refunds will be processed within 7–10 business days. The refunded amount will be credited back to the original payment method used.

4. Platform Refund Policies (Apple & Google)

  • Apple App Store Purchases: Purchases made via the Apple App Store are subject to Apple Media Services Terms and Conditions. Refund requests must be submitted directly through Apple.

  • Google Play Store Purchases: Purchases made via the Google Play Store are subject to the Google Play Refund Policy. Refund requests must be submitted directly through Google.

  • Direct Assistance: If platform support cannot resolve your issue, you may still contact us for further guidance at support@utv.com.my.

5. Changes to This Policy

We reserve the right to modify or update this Refund and Cancellation Policy at any time. Any significant changes will be communicated via email or in-app notification. Continued use of UTV after changes indicates acceptance of the revised policy.

6. Contact Us

For further assistance regarding refunds or cancellations, please contact us:

📧 Email: support@utv.com.my
📞 Phone: +603-4131-3047

We are committed to ensuring customer satisfaction and will strive to address your concerns promptly.

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