Cancellation & Refund Policy

1. Purpose and Scope

This Cancellation & Refund Policy applies to online and offline payments made to INSM through the Website, payment gateway, bank transfer, official invoice, or any other approved payment channel. It covers membership fees, event fees, webinar fees, seminar fees, conference fees, workshop fees, training fees, certification-related fees, publications, guidelines, digital materials, and other paid services or items offered by INSM.

This Policy forms part of INSM’s Terms & Conditions. By making payment to INSM, you agree to this Cancellation & Refund Policy.

2. General Refund Principles

All refund requests must be submitted in writing to INSM at insofmalaysia@gmail.com with the payer’s name, contact details, payment date, payment amount, payment reference, transaction slip or receipt, event or item name, and reason for refund.

Refund approval is subject to verification by INSM. INSM may request additional documents or clarification before processing any refund request.

Refunds will be made using the original payment method where possible, or by another method approved by INSM. Processing time may vary depending on INSM’s internal verification, bank processing, payment gateway processing, and financial institution timelines.

Payment gateway charges, bank charges, transaction charges, administrative fees, currency conversion differences, and other third-party charges may be deducted from any approved refund unless INSM is required by law to refund such charges or unless INSM decides otherwise.

3. Cancellation by Participant for Events, Training, Webinars, Conferences, and Workshops

Unless a specific event page states otherwise, the following rules apply to participant cancellation:

·       Cancellation request received at least 7 working days before the event date: eligible for refund after deduction of applicable gateway, bank, and administrative charges, or eligible for transfer to another participant or future INSM activity subject to INSM approval.

·       Cancellation request received less than 7 working days before the event date: generally non-refundable. INSM may, at its discretion, allow participant substitution or transfer to another INSM activity where operationally possible.

·       No-show, non-attendance, late arrival, early departure, failure to complete attendance requirements, or failure to complete assessment requirements: non-refundable.

·       Failure to meet eligibility, documentation, attendance, assessment, or certification requirements after registration: non-refundable unless INSM determines that a refund is justified in the circumstances.

·       Participant substitution must be requested in writing before the event and is subject to INSM approval, eligibility requirements, seat availability, certificate requirements, and administrative feasibility.

4. Cancellation, Postponement, or Change by INSM

INSM may cancel, postpone, reschedule, relocate, convert to online format, change speakers, modify programme details, or combine activities where necessary due to insufficient registration, speaker availability, venue matters, safety concerns, technical issues, regulatory requirements, force majeure, public health restrictions, or other operational reasons.

If INSM cancels an event or paid activity without providing a replacement date or alternative arrangement, registered participants who have paid the applicable fee will be offered a refund or transfer to another INSM activity, subject to INSM’s administrative process.

If INSM postpones or reschedules an event, participants may choose to attend the new date or request a refund within the deadline stated in INSM’s notice. Failure to respond within the stated deadline may be treated as acceptance of the new arrangement.

5. Membership Fees

Membership application fees, annual membership fees, renewal fees, or other membership-related fees are non-refundable once the membership application or renewal has been processed, approved, activated, or recorded by INSM.

If a payment is made but the membership application is rejected by INSM before activation, INSM may refund the applicable membership fee after deduction of gateway, bank, transaction, and administrative charges where applicable.

Duplicate or excess membership payments may be refunded after verification, subject to deduction of applicable third-party charges where relevant.

6. Publications, Guidelines, Books, and Physical Items

For physical publications, guidelines, books, or materials, refunds are generally not permitted once the item has been packed, dispatched, collected, or delivered, except where the wrong item was supplied, the item is unavailable after payment, or the item is materially damaged at the point of delivery.

Any claim for wrong, missing, or damaged physical items must be reported to INSM in writing within 7 calendar days from receipt, together with proof of payment, order details, photographs where applicable, and delivery evidence.

Where a claim is approved, INSM may offer replacement, exchange, store credit, transfer to another item, or refund, depending on stock availability and the circumstances of the claim.

7. Digital Materials and Downloadable Content

Digital materials, downloadable files, e-guidelines, online resources, recorded sessions, electronic certificates, or other digital content are non-refundable once access has been granted, the file has been delivered, the download link has been issued, or the content has been viewed or used, unless required by law or unless INSM determines that the content could not be accessed due to a fault attributable to INSM.

8. Duplicate Payment, Failed Payment, and Overpayment

If you believe that you have made a duplicate payment, failed payment that was charged, or overpayment, you must notify INSM in writing with supporting evidence. INSM will verify the matter against payment gateway records, bank records, invoice records, and internal records.

Approved duplicate payments or overpayments will be refunded after verification, subject to applicable bank, gateway, and administrative charges where relevant.

9. Refund Processing Time

After approval, INSM will make reasonable efforts to initiate the refund process within 14 working days. Actual crediting of the refunded amount may take longer depending on the Payment Gateway, card issuer, bank, e-wallet provider, or other financial institution involved.

INSM is not responsible for delays caused by banks, payment gateways, card issuers, e-wallet providers, incorrect bank information, incomplete documentation, or payment disputes.

10. Payment Disputes and Chargebacks

Users should contact INSM first to resolve payment or refund issues before initiating a bank dispute or chargeback. If a chargeback, payment dispute, reversal, or fraud claim is raised, INSM may suspend the related registration, membership, delivery, certificate, or account access until the matter is resolved.

INSM reserves the right to recover any chargeback fees, bank charges, administrative costs, or losses arising from false, mistaken, or improper payment disputes.

11. Force Majeure

INSM shall not be liable for failure, delay, cancellation, postponement, disruption, or changes caused by events beyond its reasonable control, including natural disasters, fire, flood, epidemic, pandemic, government restriction, venue closure, transportation disruption, internet or platform failure, power failure, war, civil unrest, industrial action, regulatory direction, speaker emergency, or other circumstances beyond INSM’s control.

In such circumstances, INSM may provide an alternative date, alternative delivery method, credit transfer, partial refund, or other reasonable arrangement depending on the nature of the activity and costs already incurred.

12. How to Request a Refund or Cancellation

To request cancellation, refund, transfer, substitution, or correction of payment, email INSM at insofmalaysia@gmail.com with the following information:

·       full name of payer and participant/member/customer, if different;

·       email address and mobile number;

·       event, membership, publication, guideline, or item name;

·       payment amount, payment date, payment method, and transaction/reference number;

·       proof of payment, receipt, invoice, or payment gateway confirmation;

·       reason for cancellation, refund, transfer, substitution, or correction;

·       bank details for refund if requested by INSM and if refund cannot be made through the original payment method.

Incomplete requests may delay processing. INSM will review each request based on this Policy, event-specific terms, payment records, operational costs, and applicable law.

13. Contact

For cancellation and refund matters, please contact:

Persatuan Jururawat Infusi Malaysia / Infusion Nurses Society Malaysia (INSM)
Suite 2-18, No. 16-C, Jalan Suarasa 8/4, Bandar Tun Hussein Onn, 43200 Cheras, Selangor, Malaysia
Email: insofmalaysia@gmail.com
Website: https://insmalaysia.org