Jawabkan1. Who this policy is with
This policy is issued by SENTUAH JAYA WORKS (SSM No. 202603205142 (NS0326104-P)), a sole proprietorship registered in Malaysia, of 9-10, Avenue Crest, Jalan Jubli Perak 22/1, Seksyen 22, 40300 Shah Alam, Selangor, Malaysia, trading as Jawabkan.
It applies to paid Jawabkan subscriptions. Using this website costs nothing and commits you to nothing — that is covered by the Website Terms of Use.
2. How billing works
- Monthly, paid in advance. Your subscription covers one month from the date payment is received.
- One flat rate. Starter is RM199 per month including 1,000 conversations; Growth is RM399 per month including 2,500. Current prices are on the pricing page.
- No lock-in contract and no minimum term.
- No SST is charged. We are not currently registered for service tax. If that changes, we will tell you before it affects your invoice.
We do not store your card or banking details. Payments are processed by our payment provider, and your bank or card details are handled by them, not by us.
3. Cancelling
You can cancel at any time, for any reason, without giving notice and without a cancellation fee.
Email hello@jawabkan.com from the address on your account, or message us on WhatsApp at +60 19-391 3891. We will confirm in writing within one business day.
Your assistant keeps running until the end of the month you have already paid for. Cancelling stops the next payment; it does not switch you off early. You will not be billed again after you cancel.
4. Refunds — the general rule
We do not refund the current month. Because you can cancel at any time and keep the service until the end of that month, there is nothing to claim back — you receive what you paid for.
We have chosen this deliberately over pro-rating a partial month. Pro-rata arithmetic on a service that was available and working produces arguments rather than fairness, and we would rather publish one rule you can check yourself than a formula only we can calculate.
5. When we always refund, no argument
There are three situations where we refund in full without asking you to justify it:
- A double charge. If you were billed twice for the same month, the duplicate is refunded in full.
- A charge after you cancelled. If we bill you after you have asked to cancel, that charge is refunded in full.
- A failure on our side. If the assistant was not answering for a material part of the month because of a fault we are responsible for, we refund that month in full.
The third one is on us to notice, not on you to prove. If our own logs show your assistant was down, we will contact you.
“A material part of the month” means an outage long enough to matter to your business, not a few minutes. If we disagree with you about that, we will explain our reasoning in writing rather than simply decline.
6. How to request a refund
Email hello@jawabkan.com with the date of the charge and what went wrong. You do not need a form or a reference number.
- We acknowledge within one business day.
- We decide within five business days and tell you in writing either way, with reasons.
- Approved refunds are returned to the original payment method within fourteen business days.
How long the money then takes to appear is up to your bank, not us.
7. Failed and disputed payments
If a payment fails, your assistant keeps running and we will contact you. We will not switch off your service without telling you first and giving you a reasonable chance to pay.
If you think a charge is wrong, please contact us before raising it with your bank. We can almost always resolve it faster, and a chargeback tends to freeze the account while it is investigated — which helps neither of us.
8. Price changes
If we change the price of your plan, we will tell you at least 30 days beforehand. The new price applies from your next monthly payment. If you do not want to continue at the new price, cancel before it takes effect and nothing further is charged.
9. Your legal rights
Nothing in this policy removes any right you have under Malaysian law that cannot lawfully be excluded, including any right under the Consumer Protection Act 1999 where it applies to you.
Where we have signed a separate written subscription agreement with you, that agreement governs wherever it and this page disagree.
10. Language
This policy is published in English and Bahasa Malaysia. In the event of any inconsistency between the two versions, the English version prevails.
11. Questions
Ask us — hello@jawabkan.com. If something on this page is unclear, that is our fault and we would like to fix the wording.
