Policy Notice:
This Refund Policy forms part of, and should be read together with, Section 8 of our Terms and Conditions. It applies to every order placed with Tech Lead Malaysia Sdn Bhd (operating the brand AwanPrime). If the two documents ever differ, the Terms and Conditions prevail.
Last updated: October 14, 2026
1 No-Refund Policy
All fees paid to AwanPrime are non-refundable once a service has been provisioned or renewed. This includes new orders, renewals, upgrades and add-ons, regardless of the billing cycle chosen (Monthly, Quarterly, Annually or Triennially).
Because our infrastructure is allocated to you as soon as payment clears, we do not offer money-back guarantees, trial refunds, or pro-rated refunds for unused time. Please review the plan specifications, or contact our sales team, before placing an order.
2 Services Covered
This policy applies to every product and fee offered by AwanPrime, including:
- Virtual servers: NVMe Linux VPS, CyberPanel VPS and Forex VPS plans.
- Bare metal & facilities: Dedicated Servers, hardware staging, and Server Colocation space, power and cross-connect allocations.
- Licences & third-party services: cPanel, LiteSpeed and other software licences, and domain name registrations, renewals and transfers.
- One-off charges: setup, installation, migration and custom web design fees.
Services terminated for a breach of our Acceptable Use Policy (Terms and Conditions, Section 4) are likewise not refunded.
3 Cancelling a Service
You may cancel any service at any time by submitting a cancellation request through the client area.
Stopping Renewals
Submit your request before the renewal invoice due date to avoid being billed for the next cycle. Cancellation does not refund the current paid period.
Data After Cancellation
On termination, all server data and virtual environments are decommissioned and permanently deleted. Please take your own backups before cancelling.
4 Billing Errors & SLA Credits
- Duplicate or erroneous charges: If you are charged twice for the same invoice, or charged an amount that does not match your invoice, contact us within thirty (30) days. Once verified, the excess amount will be returned to the original payment method or credited to your account.
- SLA service credits: Compensation for downtime under our 99.9% Uptime SLA (Terms and Conditions, Section 7) is issued as billing credit against future invoices, not as a cash refund.
Nothing in this policy excludes any right you may have under Malaysian law that cannot lawfully be excluded by agreement.
5 Billing Questions
If you have a question about an invoice or a charge, please reach out to us before contacting your bank or card issuer, so that we can resolve it quickly.
Tech Lead Malaysia Sdn Bhd
AwanPrime Enterprise Division
CWS 1-12, CoInnov8, Level 1, CoPlace 10, Block 2330, Jalan Usahawan, Cyber 6, 63000 Cyberjaya, Selangor, Malaysia.
sales@awanprime.com
03-8322 4599
Billing Inquiries
Questions about an invoice, a charge or a cancellation? Our billing team is ready to help.
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