Refund & Cancellation Policy

At TIBA and Nusantara Tiba Sdn. Bhd. (collectively, "we", "our", "us"), this Refund & Cancellation Policy ("Policy") governs all cancellations and refunds for online classes, webinars, and virtual classroom sessions offered through our platform. By enrolling in any class through TIBA, you agree to be bound by this Policy. Please read it carefully.

1. Agreement to Policy

By enrolling in any online class, webinar, or virtual classroom session offered through TIBA (the "Platform"), you acknowledge that you have read, understood, and agree to be bound by this Refund & Cancellation Policy (the "Policy"). This Policy forms part of the Terms of Use and applies to all transactions conducted through the Platform.

The cancellation policy for each class is determined by the instructor and is clearly displayed on the class listing page, at checkout, and in your booking confirmation. By completing a purchase, you agree to the specific cancellation policy associated with that class.

2. Cancellation Policy Tiers

Instructors may choose one of three cancellation policies for their classes:

3. Cancellation Rights and Process

• You have the right to cancel your enrollment in accordance with the policy selected by the instructor for the specific class. Cancellation requests must be submitted through the Platform's cancellation system or by contacting our customer support team at cx@tiba.my.
• The time of cancellation is determined by when your cancellation request is received and processed by our system, not when you initiate the request. All cancellation deadlines are calculated based on the scheduled start time of the first class session in the instructor's local timezone.
• Once a cancellation request is submitted and approved, the refund will be processed according to the applicable policy tier (Flexible, Moderate, or Strict) as described in Section 2.

4. Refund Processing and Methods

• All refunds will be processed to the original payment method used for the purchase. Refunds typically take 5-7 business days to appear in your account, though processing times may vary depending on your financial institution and payment provider.
• In cases where a refund cannot be processed to the original payment method (e.g., expired card, closed account), we will contact you to arrange an alternative refund method. You are responsible for providing accurate payment information and updating your account details as necessary.
• Platform service fees, transaction fees, and any third-party processing fees are non-refundable unless required by applicable law. Refunds are calculated based on the class fee only, excluding any applicable taxes, fees, or additional services.

5. No Refund Scenarios

Notwithstanding the cancellation policy selected by the instructor, no refunds will be provided in the following circumstances:

• After the first live session of the class has commenced, regardless of the cancellation policy
• For recordings, downloadable materials, digital resources, or pre-recorded content
• For classes marked as "non-refundable" at the time of purchase
• If you are removed from a class due to violation of Community Guidelines or Terms of Use
• If you fail to attend scheduled sessions without prior cancellation
• For any additional services, add-ons, or premium features purchased separately

6. Instructor Cancellations

If an instructor cancels a class, you will receive a full refund of the class fee, regardless of the cancellation policy that would have applied to your cancellation. In such cases, we will notify you via email and process the refund within 5-7 business days.

If a class is rescheduled by the instructor, you may choose to attend the rescheduled session or request a full refund. Rescheduling requests must be communicated to you at least 48 hours before the original class start time. However, if the instructor faces a serious emergency (such as a medical emergency, natural disaster, or other unexpected serious situation), we may allow rescheduling with less than 48 hours notice. See Section 7 for more details on what qualifies as a serious emergency.

7. Serious Emergencies and Special Cases

We understand that serious, unexpected emergencies can happen. If you need to cancel or request special consideration due to a serious emergency (such as a medical emergency, death in the family, natural disaster, or other serious unexpected event beyond your control), please contact us at cx@tiba.my with documentation and proof of your situation. Each case will be reviewed individually, and we may offer a refund at our discretion.

What counts as a serious emergency:

• Medical emergencies (serious illness, hospitalization, injury)
• Death in the immediate family
• Natural disasters (floods, earthquakes, severe weather)
• Serious accidents
• Unexpected military deployment
• Government-imposed travel restrictions or lockdowns

What does NOT count as a serious emergency:

• Change of mind or personal preference
• Work or personal schedule conflicts
• Technical issues on your end (internet connectivity, device problems, etc.)
• Failure to attend or participate in scheduled sessions
• Forgetting about the class
• Not liking the class content

8. Platform Modifications and Discontinuation

TIBA reserves the right to modify, suspend, or discontinue any class, feature, or service at any time without prior notice. If we discontinue a class before it begins, you will receive a full refund. If we modify a class in a material way that significantly differs from the original description, you may be entitled to a refund at our discretion.

We are not liable for any loss or damage arising from modifications, suspensions, or discontinuations, except as required by applicable law.

9. Dispute Resolution

If you have a dispute regarding a refund or cancellation, please contact us at cx@tiba.my with the following information:

• Your account email and the class name or booking reference number
• Date and time of your cancellation request
• Details of your dispute and any supporting documentation

We will review your dispute and respond within 10 business days. If you are not satisfied with our resolution, you may have rights under applicable consumer protection laws in your jurisdiction.

10. Limitation of Liability

To the maximum extent permitted by applicable law, TIBA and Nusantara Tiba Sdn. Bhd. shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from or related to cancellations, refunds, or the inability to use our services.

Our total liability for any claims related to refunds or cancellations shall not exceed the amount you paid for the specific class in question.

11. Changes to This Policy

We reserve the right to modify this Policy at any time. Material changes will be communicated to users via email or through a prominent notice on the Platform. Your continued use of the Platform after such modifications constitutes acceptance of the updated Policy.

Changes to this Policy do not affect cancellations or refunds for classes purchased before the effective date of the changes. The policy in effect at the time of your purchase will apply to your booking.

12. Governing Law and Jurisdiction

This Policy is governed by the laws of Malaysia. Any disputes arising from or related to this Policy shall be subject to the exclusive jurisdiction of the courts of Malaysia.

If any provision of this Policy is found to be unenforceable or invalid, the remaining provisions shall continue in full force and effect.

Contact Us

If you have questions about this Refund & Cancellation Policy, please contact us:

Last Updated: January 27, 2026