General Policy

• All subscription payments on Katana are non-refundable, except in cases required by Malaysian consumer law.
• Refunds may be considered only when:
  • The user was charged incorrectly
  • A technical issue prevents service usage
  • Duplicate payments occurred

Eligibility Requirements

• Requests must be submitted within 7 days of the transaction date.
• Users must provide:
  • Proof of payment
  • Description of the issue
  • Supporting screenshots or documents

Non-Refundable Cases

• AI interview credits used or partially used
• Subscription periods already consumed
• User dissatisfaction without a service malfunction
• Violations of Terms & Conditions leading to account suspension

Processing Time

• Approved refunds will be processed within 7–14 business days.
• Refund method follows the original payment channel (e.g., credit card, FPX).

Summary

• Standard rule: no refund, except for billing errors or technical faults
• Must request within 7 days
• Processing takes 7–14 business days