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Refund Policy

Effective date: 7 July 2026

This Refund Policy ("Policy") explains how refunds, reversals and cancellations are handled for the services provided by ALIF PAY GROUP SDN. BHD. (718474-X) ("AlifPay", "we", "us", or "our") through the AlifPay eWallet mobile application and related services (the "Services"). By using the Services, you agree to this Policy, which should be read together with our Terms & Conditions and Privacy Policy.

1. Overview

AlifPay is a mobile eWallet and payment facilitation platform. Payments made through the Services are generally processed in real time and may be irreversible once completed. Refunds are therefore handled according to the type of transaction, as set out below. We are committed to handling every refund request fairly, promptly, and in accordance with applicable Malaysian laws.

2. Wallet Top-Ups / Reloads

  • Funds you add to your AlifPay wallet ("top-up" or "reload") are stored as your eWallet balance and remain available for you to spend at any time.
  • Once credited, top-ups are generally not refundable to the original funding source, as the balance remains yours to use for eligible transactions.
  • Where required by law, unused eWallet balance may be withdrawn or refunded, subject to identity verification and our applicable account and withdrawal procedures.

3. Failed, Duplicate or Erroneous Transactions

  • If a transaction fails but your wallet or funding source was charged, or if you were charged more than once for the same transaction, the affected amount will normally be reversed to your AlifPay wallet automatically, typically within a few business days.
  • If an automatic reversal does not occur, please contact us (see Section 11) with the transaction details, and we will investigate and refund any amount that was incorrectly deducted.

4. Payments to Merchants (Goods & Services)

  • When you pay a merchant for goods or services using AlifPay, AlifPay acts as a payment facilitator. The sale itself is a contract between you and the merchant.
  • Requests for refunds, returns, cancellations or disputes relating to goods or services must be directed to the relevant merchant, in accordance with that merchant's own refund and return policy.
  • Where a merchant approves a refund, the amount will be returned to your AlifPay wallet (or the original payment method, where applicable) once we receive the merchant's instruction. Processing times depend on the merchant and the relevant payment networks.
  • AlifPay is not responsible for the quality, delivery or fitness of goods or services purchased from merchants, but we will reasonably assist in facilitating a refund that a merchant has approved.

5. Peer-to-Peer (P2P) Transfers

  • Money transfers between AlifPay users are processed instantly and are final and irreversible once completed.
  • If you transfer funds to the wrong recipient, please contact us immediately. We will make reasonable efforts to assist you; however, we cannot guarantee recovery, as any reversal depends on the cooperation of the receiving party.

6. Fees and Charges

Service fees, transaction fees and other charges applied to a completed transaction are non-refundable, except where the underlying transaction is itself refunded due to our error or a failed transaction.

7. Unauthorized or Fraudulent Transactions

  • If you believe a transaction was made without your authorization, or that your account has been compromised, notify us immediately at support@alifpay.com.my or via our customer support line so that we can investigate and take appropriate protective action on your account.
  • Refunds for unauthorized transactions are assessed on a case-by-case basis following investigation and may require you to provide supporting information.

8. How to Request a Refund

To request a refund or reversal, please contact us (Section 11) and provide:

  • your registered name and AlifPay account / phone number;
  • the transaction date, amount, and reference or transaction ID;
  • the reason for the refund request; and
  • any supporting evidence (for example, receipts or screenshots).

We may require identity verification before processing any refund, in order to protect against fraud.

9. Processing Time and Method

  • Approved refunds are normally credited back to your AlifPay wallet. Where a refund is made to an original external funding source (for example, a card or bank account), the time for the funds to appear depends on your bank or card issuer — typically 3 to 14 business days after we process the refund.
  • We will notify you once a refund has been processed.

10. Changes to This Policy

We may update this Refund Policy from time to time. The current version will always be available on this page, and material changes take effect when posted. Your continued use of the Services after any change constitutes your acceptance of the updated Policy.

11. Contact Us

For refund requests or questions about this Policy:

ALIF PAY GROUP SDN. BHD. (718474-X) A-11-2, Jalan Selaman 1/1, Dataran Palma, 68000 Ampang, Selangor, Malaysia

Email: support@alifpay.com.my Phone: +603-4265 4070 (General Line) WhatsApp: +6011-5900 8821 (Customer Support)