Refund Policy

This Refund Policy sets out when and how refunds apply to MYITG services. We want you to be satisfied — please read the terms relevant to your purchase.

1. Subscription services

Subscription fees are billed in advance for the chosen period. If you cancel, your service continues until the end of the current billing cycle and is not pro-rated. We do not provide refunds for partial months of a monthly plan.

2. Annual plans

Annual subscriptions may be eligible for a pro-rated refund of the unused, full months remaining if cancelled due to a documented service failure on our part. Requests are reviewed case by case.

3. Prepaid credits

Prepaid SMS, Voice and WhatsApp credits are non-refundable once purchased, but they never expire and remain available in your account until used.

4. Hardware

VOIP devices and accessories may be returned within 14 days of delivery if unused and in original packaging. Pre-provisioned or customised hardware may be excluded. Return shipping is the customer's responsibility unless the item is faulty.

5. Setup & onboarding

Setup, IVR design, number porting and onboarding are provided free of charge and are not subject to refund as they represent work performed.

6. How to request a refund

To request a refund, contact our finance team with your order or invoice number. Approved refunds are processed to the original payment method within 14 business days.

Contact us

Questions about this policy? Email legal@myitg.com or write to MYITG, 212, Level 2, Block A, Kelana Business Centre, Lot 97, Jalan SS7/2, 47301 Kelana Jaya, Selangor, Malaysia.