Refund & Cancellation Policy

This policy explains how refunds and cancellations work for all Icebatu services. It forms part of our Terms of Service.

Section 1: Founding Member Reservation Deposit (RM 100)

The RM 100 reservation deposit is fully refundable until renovation of our premises begins (currently expected end of June 2026).

Before renovation begins:

• Cancel anytime via your dashboard or by emailing icebatu.official@gmail.com
• Full RM 100 refund processed to your original payment method within 5-10 business days
• Your founding spot is permanently released (see Section 5)

After renovation begins:

• The deposit becomes non-refundable
• However, your founding spot becomes transferable — you may transfer your reservation to another person of your choice, subject to our verification, by emailing icebatu.official@gmail.com
• A new person taking over your spot inherits your founding rate of RM 249/month locked for life

We will notify all founding members by email at least 48 hours before renovation begins, giving you a final window to cancel for a full refund.

Section 2: First month membership (RM 149, after opening)

When we open, your RM 100 deposit is applied as credit to your first month's membership (first invoice = RM 149).

You may cancel after your first month and receive no refund for the first month (it is consumed by your first month of access). Your membership will not auto-renew into a second month.

Section 3: Monthly membership (RM 249/month, RM 299/month, RM 349/month)

Once your monthly subscription begins, the following rules apply:

• First billing cycle commitment: Your first month is non-cancellable once initiated. You receive the full month of access.
• Cancellation thereafter: You may cancel at any time. Your membership will remain active through the end of your current billing cycle and end on your next renewal date. No partial refunds are issued for unused days.
• How to cancel: Through your dashboard, or by emailing icebatu.official@gmail.com at least 24 hours before your next renewal date.
• Loss of founding rate: If you are a Founding Member and you cancel, you forfeit the founding rate of RM 249/month permanently. Rejoining later will be at the then-current Standard pricing.

Section 4: Retreat bookings (9hz Retreats)

Retreat refund policy:

• More than 30 days before the retreat: Full refund
• 15-30 days before: 50% refund (we've committed to venue and instructor costs)
• Less than 15 days before: No refund, but the booking may be transferred to another person of your choice
• Retreat credit: You may also choose retreat credit — your payment can be applied to a future retreat within 12 months, in lieu of refund

Specific retreats may have their own refund rules; if so, these will be clearly stated at booking.

Section 5: Founding Member spot release (cancellation impact)

When a Founding Member cancels their reservation:

• The specific founding number assigned to them (e.g., #5) is retired and never reissued
• The Founding Member cap remains 100 active members — your cancelled spot returns to the available pool
• The next person to reserve a founding spot will receive the next sequential founding number (not the retired number)
• All Founding Member medals, status tiers, and benefits associated with the cancelled member are reset and do not transfer

What this means in practice:

• If you are Founding Member #5 and cancel, there will never be another Founding Member #5
• The next signup after your cancellation will become Founding Member #X+1 (where X was the highest number issued before your cancellation)
• The /founding page counter will continue to reflect the number of active founding members vs the 100 cap
• The cohort may have gaps in numbering — this is intentional and honors the original founders

Section 6: Drop-ins and packs

• Drop-in (RM 99 single session): Non-refundable once purchased. May be rescheduled if cancelled at least 4 hours before the booked slot.
• 5-Session pack (RM 449): Non-refundable. 60-day validity from purchase. Transferable to another person.
• 14-Day Trial (RM 99): Non-refundable.

Section 7: Special circumstances

We may issue refunds outside this policy at our sole discretion in cases of:

• Medical emergency or serious illness (documentation may be required)
• Bereavement (immediate family)
• Significant relocation outside the Johor Bahru / Singapore region
• Errors on our part (system bugs, double charges, etc.)

Contact us at icebatu.official@gmail.com if you believe your situation warrants special consideration.

Section 8: Refund processing

• All approved refunds are processed via Stripe to your original payment method
• Processing time is typically 5-10 business days, depending on your bank
• You will receive an email confirmation when your refund is initiated
• For payment method issues, we may issue refunds via bank transfer (FPX) with your account details

Section 9: Disputes

If you believe a charge or refund has been processed incorrectly:

1. Contact us first at icebatu.official@gmail.com — we aim to resolve issues within 5 business days
2. If unresolved, you may file a complaint with the Tribunal for Consumer Claims Malaysia
3. You retain all rights under Malaysian consumer protection law

We do not recommend initiating chargebacks through your card issuer without first contacting us — chargebacks may result in account suspension and may also block future signups.

Section 10: Contact us