Refund & Cancellation Policy

Last updated: 22 August 2025

Applies to: WHIP (Weststar Halal Integrated Platform) at wghtc.com — a certification management platform operated by Weststar-Engineering Sdn Bhd (WESB), registered in Malaysia.

This policy explains how refunds and cancellations work for fees paid through WHIP, including application fees and auditor fees. WHIP facilitates payment as a middleman and will remit collected fees to the relevant Certification Body (CB) for processing.

1) Summary

• What we charge for: application fee and auditor fee (as shown at checkout / invoice).
• Refund window: email us immediately after payment if you need cancellation or correction so we can stop or reverse disbursement to the CB (subject to status).
• Once processing starts: refunds may be limited or not possible if the CB has begun review, scheduled audit, assigned auditors, or delivered services.
• Refund method: original payment method, in the original charge currency (provider/bank timelines apply).
• Fees/charges: payment gateway/bank charges may be non-refundable unless the issue is due to our fault.

2) Eligible Refund / Cancellation Scenarios

We may approve a refund (full or partial) when:

• Duplicate payment (same invoice paid twice).
• Payment error (wrong amount captured due to a system issue).
• Cancellation requested immediately and the CB has not started processing and funds have not been disbursed.
• CB unable to proceed due to administrative reasons before any service is rendered (case-by-case, subject to CB confirmation).
• Platform-side fault where WHIP caused a demonstrable billing/collection error.

3) Non-Refundable (or Limited Refund) Scenarios

Refunds are typically not available (or may be partial) when:

• The CB has begun document review, opened a case, issued official processing, or provided consultation under the application.
• An audit has been scheduled, an auditor has been assigned, or an on-site/remote audit window has been reserved.
• No-show / late cancellation for an audit appointment (auditor time is considered reserved service).
• Delays caused by missing documents or applicant inaction after the CB starts processing.
• Any bank/payment provider fees, currency conversion fees, or chargebacks not caused by our fault.

4) How to Request a Refund / Cancellation

Email us within the timelines above with the following:

• Application number (or invoice number)
• Company name, applicant name, phone number
• Reason for refund/cancellation and when you discovered the issue
• Proof of payment (receipt / transaction reference)
• If applicable: supporting evidence (screenshots of error, duplicate charges, etc.)

Important: Do not delay. Once funds are issued onward to the CB, we may not be able to reverse the transaction.

5) Review, Status Check & Approval

• We will verify the payment and check the application status in WHIP.
• We may need to confirm with the CB whether processing has started or services have been reserved/delivered.
• Approved refunds may be full, partial, credit, or fee reallocation depending on the stage and CB rules.

6) Refund Method & Timing

• Cards / e-wallets: typically 5–14 business days after we process the refund (provider-dependent).
• FPX / bank transfer: refunded to the original payer account (bank timelines vary).
• Currency: refunds are issued in the original charge currency shown at checkout. Your bank’s exchange rate/fees may apply if your account currency differs.

7) Auditor Fees, Rescheduling & Changes

• If an auditor slot has been reserved, cancellation may incur a non-refundable auditor reservation component.
• Where possible, we encourage rescheduling instead of cancellation (subject to CB/auditor availability).
• Reschedule requests should be sent as early as possible. Late reschedules may incur additional charges.

8) Incorrect Details, Chargebacks & Disputes

• If you entered incorrect details (company name, scope, address, etc.), contact us immediately so we can advise whether the CB can amend the record.
• Please contact us before initiating a chargeback. Chargebacks can freeze processing and may delay certification workflows.

9) Contact Us

This Refund & Cancellation Policy forms part of our Terms & Conditions. By making a payment through WHIP, you agree to this policy.

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