Return, Refund & Dispute Policy

Last Updated: 15 January 2026

This Return, Refund & Dispute Policy ("Policy") governs all purchases, payments, and transactions made on www.metaproperty.com ("MetaProperty.com", "Company", "we", "us", "our").

By making any payment on this website, you ("Customer", "User") confirm that you have read, understood, and agreed to be legally bound by this Policy. This Policy forms a legally binding agreement between you and MetaProperty.com.

1. Nature of Services

All services provided by MetaProperty.com are digital and/or service-based, including but not limited to:

  • Property virtual tours
  • 3D scanning and digital twin creation
  • Listing activation, extensions, promotions, and add-ons
  • Digital access links, dashboards, videos, and floor plans

No physical goods are sold or delivered.

Once a service is created, activated, accessed, delivered, or made available, it is deemed fully rendered.

2. No Return Policy

Due to the digital and service-based nature of our offerings, returns are not applicable and cannot be accepted under any circumstances.

3. Refund Policy

All payments made to MetaProperty.com are final and strictly non-refundable, except as expressly stated in this Policy.

3.1 Non-Refundable Paid Services

The following paid services are non-refundable once purchased, regardless of usage or outcome:

  • Express 3D Property Scan (RM59.50)
  • Virtual Tour Account Opening Fee (RM15.80)
  • 30-Day Virtual Tour Activation (RM30.00)
  • 30-Day Advertisement / Listing Extension (RM30.00)
  • Virtual Tour Walkthrough Video (RM53.20)
  • Floor Plan Generation from 3D Scan (RM63.30)

3.2 Service Activation & Consumption

Once any paid service has been:

  • Activated
  • Accessed
  • Delivered
  • Used (in whole or in part)

It is considered consumed, and no refund will be issued, even if:

  • You stop using the service
  • The listing expires
  • You remove the property
  • You change your selling or renting decision

3.3 Free & Promotional Services

Services offered free of charge (including but not limited to free listing submission, free quota-based virtual tour activations, or promotional features) are not subject to refunds, as no payment is collected.

3.4 No Refund Based on Outcome or Expectation

Refunds will not be granted based on:

  • Property not selling or renting
  • Slower-than-expected sale or rental
  • Price expectations
  • Market conditions
  • Buyer or tenant response
  • Personal dissatisfaction after service delivery

MetaProperty.com provides technology and marketing tools, not transaction guarantees.

3.5 Exceptional Circumstances

Refunds may only be considered in rare and exceptional cases, strictly at MetaProperty.com's discretion, such as:

  • Duplicate payments caused by system error
  • Proven billing errors directly attributable to MetaProperty.com
  • Technical failures that completely prevented delivery of a paid service

If approved, refunds will be processed via the original payment method, subject to administrative or processing deductions.

4. No Performance or Outcome Guarantee

MetaProperty.com does not guarantee:

  • Sale or rental success
  • Sale or rental price
  • Time taken to sell or rent
  • Market demand or response

All property transactions depend on external factors beyond our control.

5. Dispute Resolution & Chargeback Policy

5.1 Mandatory Contact Before Dispute

Before initiating any dispute, chargeback, or payment reversal, you must first contact help@metaproperty.com.

You must allow a minimum of 7 business days for review and response.

5.2 Unauthorised Chargebacks

Initiating a chargeback without first contacting MetaProperty.com may result in:

  • Immediate suspension or termination of your account
  • Revocation of access to virtual tours, listings, or services
  • Permanent restriction from future use of the platform

MetaProperty.com reserves the right to submit this Policy, service logs, access records, and delivery evidence to payment processors and dispute authorities.

6. Policy Precedence

This Policy supersedes all prior or contemporaneous communications, including:

  • Emails
  • WhatsApp or messaging conversations
  • Verbal statements
  • Marketing materials

In the event of conflict, this Policy shall prevail.

7. Amendments

MetaProperty.com reserves the right to modify or update this Policy at any time without prior notice. The version published on www.metaproperty.com at the time of payment shall apply.

8. Governing Law & Jurisdiction

This Policy shall be governed by the laws of Malaysia.

You agree that the courts of Malaysia shall have exclusive jurisdiction over any disputes arising from this Policy or your use of MetaProperty.com.