Return & Refund Policy

Brand Name: Vibe Mobile

Legal Entity: Elite Links (M) Sdn Bhd (Company No: 1279121P / 201801017105)

1. GENERAL PRINCIPLES

1.1 Vibe Mobile aims to provide a seamless telecommunications experience. However, we understand that issues may arise regarding payments and service delivery.

1.2 All refund requests are subject to verification and approval by Elite Links (M) Sdn Bhd.

1.3 Refunds are generally processed via the original payment method used during the transaction.

2. PREPAID CREDIT AND RELOADS

2.1 Non-Refundable: Once a prepaid reload (top-up) has been successfully credited to a Vibe Mobile account, it is non-refundable and non-exchangeable for cash.

2.2 Wrong Account Top-Up: Vibe Mobile is not responsible for reloads made to an incorrect mobile number due to customer error.

2.3 Expired Credit: Any credit balance remaining in a Vibe Mobile account that has passed its “Grace Period” and resulted in account termination is strictly non-refundable and forfeited.

3. SUBSCRIPTION PLANS AND DATA PACKAGES

3.1 Immediate Activation: Data packages and monthly subscriptions are activated immediately upon purchase. Once the service has commenced, no refunds will be issued.

3.2 Service Failures: If a purchased plan fails to activate due to a technical system error on Vibe Mobile’s end, a full refund or manual activation of the plan will be provided upon verification.

4. DUPLICATE OR ERRONEOUS PAYMENTS

4.1 If a customer is charged twice for the same transaction due to a technical glitch in our app or website, the customer must notify [email protected] within seven (7) days of the transaction.

4.2 Upon verification of the double payment, Vibe Mobile will process a refund for the duplicate amount.

5. SIM CARD PURCHASES

5.1 Defective SIM Cards: If a SIM card is found to be defective (e.g., “No SIM” error on multiple devices) within seven (7) days of receipt, Vibe Mobile will provide a 1-to-1 replacement at no cost.

5.2 Loss/Theft: No refunds are provided for SIM cards that are lost, stolen, or damaged by the user. A replacement fee may apply for a new SIM.

6. MOBILE NUMBER PORTABILITY (MNP)

6.1 If a port-in request to Vibe Mobile is rejected, any advance payment made for the plan will be refunded, or the user may choose to attempt the port-in again.

6.2 If a customer ports out of Vibe Mobile to another provider, any remaining credit balance or unused data is forfeited and will not be refunded.

7. REFUND PROCESS AND TIMELINES

7.1 Request Submission: All refund requests must be sent to [email protected] with the following details:

• Full Name and NRIC/Passport Number

• Vibe Mobile Phone Number

• Transaction Receipt/Proof of Payment

• Reason for Refund 7.2 Review Period: We will review your request within five (5) to seven (7) working days.

  7.3 Payout: Approved refunds may take fourteen (14) to thirty (30) working days to reflect in your account, depending on the processing timelines of banks and third-party payment gateways (e.g., IPAY88, FPX, or Credit Card providers).

8. DISPUTED CHARGES

8.1 Customers must raise any billing disputes within thirty (30) days of the transaction date. Vibe Mobile reserves the right to reject dispute claims made after this period.

9. AMENDMENTS

9.1 Elite Links (M) Sdn Bhd reserves the right to amend this Refund Policy at any time to comply with Malaysian law or changes in our payment systems.