Return and Refund Policy
Last updated: 12 October 2026
maya.my is operated by Authenteqa Sdn Bhd. This policy explains returns and refunds for the two kinds of payment made through maya: subscription fees paid to us by organizations, and payments made to an organization by its members and customers.
1. Subscription fees (organizations)
- Free plan and trial. The Free plan costs nothing. Paid plans start with a 14-day free trial, and you are not charged during the trial. Cancel before the trial ends and you pay nothing.
- Half-yearly or annual billing. Plan prices are shown per month, but paid plans are billed upfront by invoice for 6 months (half-yearly) or 12 months (annually), as you choose. There is no monthly billing. The invoice is the monthly price multiplied by 6 or 12, with no extra fee. You can cancel or move to another plan at any time. A cancellation takes effect at the end of the period you have already paid for, and your account then moves to the Free plan.
- Unpaid invoices. If an invoice is not paid after our reminders, the account is suspended and later terminated. Nothing is deleted, and paying the invoice restores the account.
- Refunds. Subscription fees already paid are generally not refundable. If you cancel or downgrade part-way through a half-yearly or annual period, the unused time is not refunded pro-rata, and the plan stays active until the end of the period you paid for. We will refund an invoice in full if you were charged in error, charged twice, or charged after you cancelled in time. Please tell us within 14 days of the charge.
- Downgrades. If you move to a plan with a lower member limit, existing members stay, but you cannot add new ones until you are within the new limit.
2. Payments to an organization (members and customers)
When you pay a membership fee, buy a product or register for an event through maya, you are buying from the organization, not from maya.my. The organization sets its own prices and decides its own return and refund rules, and is responsible for them. Please read what the organization has published, and contact the organization first.
- Membership fees and event tickets. Refunds are at the organization's discretion unless the event is cancelled or the organization has said otherwise. If an organization cancels an event, it should refund the tickets.
- Physical products. If an item arrives damaged, faulty or not as described, contact the organization promptly with your order number and photos. The organization will arrange a replacement, repair or refund. Your rights under the Consumer Protection Act 1999 are not affected by this policy.
- Digital items such as membership cards and e-tickets cannot be returned once issued, except where the organization agrees.
3. How refunds are paid
Approved refunds are sent back to the original payment method (online banking, card or e-wallet) through our payment gateway. This normally takes 7 to 14 working days after approval, depending on your bank or wallet provider. Gateway or bank charges on the original payment may not be recoverable.
4. How to ask for a refund
- Members and customers: contact the organization you paid. If you have no reply within 14 days, email us at support@maya.my and we will help to resolve it.
- Organizations: email support@maya.my with your organization name and invoice number.
- Please include your name, the email address used, the date and amount, and the order, invoice or payment reference.
Contact
Authenteqa Sdn Bhd
No. 79(03), Jalan Pluto U5/AZ, Seksyen U5, Panasuria, 40150 Shah Alam, Selangor, Malaysia
Email: support@maya.my · Tel / WhatsApp: +60 17-491 0755 · Reg. no. 202101023167 (1423467K)