Refund Policy

1. Consumer Purchases

If you were charged but did not receive a product, for example because the door failed to open or a sensor error recorded a purchase incorrectly, you are entitled to a full refund of the affected charge. For a defective, damaged or incorrectly described product, contact us within 48 hours of purchase. Change of mind after a confirmed purchase is not eligible for a refund, except where required by applicable law.

Report an incorrect basket, duplicate charge or other billing dispute within 7 days of the charge. These reporting timeframes do not limit your rights under applicable law.

2. How to Request a Refund

Email cs@juzvending.my with your registered phone number, transaction reference if available, fridge location, date and approximate time, payment method, amount and a description of the issue. A product or receipt photo may help, where relevant. Do not send payment PINs, passwords, OTPs, CVVs or a full card number.

We will review and respond within 3 business days. We may request further transaction details to verify the affected charge.

3. Refund Method & Processing

Approved refunds are returned to the original payment method wherever supported. A TNG eWallet payment is normally refunded to the original TNG eWallet; card and other e-wallet payments follow their respective provider's refund process. If the original method cannot accept a refund, we will contact you to agree an appropriate alternative.

We aim for approved refunds to reach you within 7–14 business days after approval. The actual crediting time depends on the payment provider, bank or e-wallet. We will advise you of a known delay or a different provider timeframe. A corporate allowance adjustment is handled under the relevant programme rules rather than paid out as cash to the employee.

4. Sample & Score

Sample & Score does not charge consumers for eligible sample redemption or feedback, so there is no consumer purchase payment to refund for that participation. Contact us about a failed redemption, product issue or campaign reward; the applicable campaign terms govern eligibility and rewards. Brand campaign fees are covered by the business client's agreement.

5. Corporate Client Fees

Subject to the signed service agreement and applicable law, monthly management fees are non-refundable once the billing cycle has commenced, and setup fees are non-refundable after installation is complete. Pre-loaded employee credits are non-refundable but may be reallocated within the same billing month upon request. Early termination fees may apply as stated in the signed service agreement.

6. Refund Enquiries & Payment Authorisations

For refund enquiries, email cs@juzvending.my or call our refund support number, 010-9889810. Our response target is within 3 business days.

A refund request does not automatically revoke a linked payment mandate. To stop a payment authorisation, use the cancellation process in our Terms.