Refund & Return Policy

1. Who this policy applies to

This policy covers purchases made from ZEXARA SDN BHD (201601019850 (1190787-U)) ("Loike", "we" or "us"): Loike Credits, monthly Credit plans and the Loike Stand. It does not cover services that businesses sell to their own customers; questions about those should be raised with the business concerned.

2. Loike Credits

Loike Credits are digital credits used for eligible Loike features. They are not cash, cannot normally be redeemed for cash, and are intended only for eligible Loike products and features.

Purchased Credits are generally non-refundable once the purchase is successful, especially once Credits have been used. However, we will investigate and provide an appropriate correction or refund where applicable, including for:

• Duplicate charges
• Incorrect charges
• A successful payment where the purchased Credits were not delivered to your account
• A material technical failure attributable to Loike
• Any situation where a refund is required by applicable law

3. Credits already used

If some purchased Credits have already been used, any refund or correction will not cover the used portion. Where appropriate, we may correct the issue by restoring Credits to your account instead of a payment refund.

4. Monthly Credit plans

• Plans renew automatically according to the billing cycle shown at purchase.
• You can cancel future renewal at any time using the billing controls in your Loike account.
• Cancellation stops future renewals from the end of the current billing period.
• Cancellation does not automatically create a refund for the current billing period.
• Refund exceptions still apply for duplicate or incorrect charges, material technical failures attributable to Loike, or where required by applicable law.

5. Loike Stand — custom products

The Loike Stand is made for your business. It is printed with your branch-specific Loike Smart QR code and your chosen branding and design. Because it is personalised, a Loike Stand is generally not returnable just because you change your mind after production has started.

6. Damaged, defective or incorrect stands

Please contact us within 7 calendar days of delivery if your Loike Stand:

• Arrives damaged
• Is defective
• Is materially different from the order you confirmed
• Has a production or customisation error attributable to Loike

7. What to send us

To help us review a stand issue quickly, please include your order reference, a description of the issue and photographs where relevant.

After review, we may provide an appropriate remedy such as a replacement, correction or reproduction, or a refund where appropriate. Remedies are decided case by case and are not automatic.

8. Cancelling a stand order

If you need to cancel a Loike Stand order, contact us as soon as possible with your order reference. We will assess each request based on the order's status. Once production or customisation has started, cancellation may no longer be possible.

9. Shipping & Delivery

Full delivery details are set out in our Shipping Policy.

• Loike Stands are currently delivered only to supported delivery locations in Malaysia. Self-pickup may be offered where shown at checkout.
• Any applicable delivery fee is shown before you pay.
• Your stand may be printed and prepared before it is dispatched, so fulfilment time can vary.
• Any estimated delivery date is an estimate unless we expressly guarantee it.
• Delays outside our reasonable control, such as courier or weather disruptions, may occur.
• You can see your order's status in your Loike account.

Shipping Policy →

10. Setup and other one-time services

If Loike offers setup, implementation or other one-time services in future, the following will apply unless the offer says otherwise. Before work starts, we may consider cancellation or refund requests. Once work has started or been completed, fees are generally non-refundable for the work already performed.

11. How to request help or a refund

Contact us through Help & Feedback in the Loike app, or by email, and include:

• Your business name and account email
• The order reference or payment reference
• The reason for your request
• Supporting evidence where applicable, such as photographs or screenshots

12. Refund timing

Approved refunds are returned through the original payment method where possible. Processing times depend on the payment provider and your bank or financial institution.

13. Contact us

For refund, return, cancellation or delivery questions, please contact:

• ZEXARA SDN BHD
• Registration No. 201601019850 (1190787-U)
• 46-2, Jalan Wangsa Setia 4,
• Wangsa Melawati,
• 53300 Kuala Lumpur,
• Malaysia
• Telephone: +603 4141 7373
• WhatsApp: @loikeapp (messages only)
• Email: [email protected]
• Website: https://www.loike.com