Refund Policy

Kinder Hub — operated by Nusra Solutions
Last updated: 13 July 2026

This Refund Policy supplements our Terms of Service and explains how refunds work for Kinder Hub’s subscription plan and one-time JKM document sets.

1. Subscription Plans (e.g. Base Plan)

Kinder Hub subscriptions are billed in advance on a recurring basis (monthly, unless otherwise stated at checkout).

Free trial / early access pricing. While a plan is offered free of charge or as a promotional/“founding price” offer, no payment is collected and this section does not apply.
Cancelling a subscription. You may cancel at any time from your account settings or by contacting support@kinderhub.thenusra.com. Cancellation stops future billing; it does not by itself trigger a refund of the current billing period.
Refunds for the current billing period. We do not provide prorated refunds for partial subscription periods, except:
- Where required by law;
- Where we have made a billing error (e.g. duplicate charge, incorrect amount) — contact us and we will correct it;
- Within [7 days] of your first payment on a new subscription, if you have not materially used the Service (for example, have not generated payroll, invoices, or compliance documents) — contact us for a full refund of that first charge.
Downgrades and additional branches. Fees for additional branches or add-ons are billed alongside your subscription and follow the same rules above.

2. One-Time Purchases (Single Document Set, Multi-Set Packs)

Compiled JKM document sets are generated on demand from the data in your account and are treated as digital content.

Before generation/download. If you purchase a document set and it has not yet been generated or made available for download, you may request a full refund within [7 days] of purchase.
After generation/download. Once a document set has been generated and made available to you, it is considered delivered digital content and is non-refundable, except where the documents are materially defective due to an error on our part (for example, missing required sections, or figures that do not match the data in your account), in which case we will either fix and re-issue the set or refund it, at our discretion.
Multi-set packs. Packs (e.g. a 3-set pack) are refundable in full only if no sets in the pack have been generated yet. Once any set in the pack has been generated, the pack becomes non-refundable for the remaining, ungenerated sets, unless required by law.

3. How to Request a Refund

Email support@kinderhub.thenusra.com with your Centre name, the invoice or transaction reference, and the reason for your request. We aim to respond within [5 business days]. Approved refunds are returned to your original payment method and may take additional time to appear depending on your bank or card issuer.

4. Chargebacks

If you initiate a chargeback or payment dispute without first contacting us, we may suspend your account while the dispute is investigated. We encourage you to contact us directly first — most billing issues can be resolved faster that way.

5. Statutory Rights

Nothing in this Policy limits any right you have under Malaysian consumer protection law (including the Consumer Protection Act 1999) that cannot be excluded by agreement.

6. Changes to this Policy

We may update this Policy from time to time. Material changes will be reflected in the “Last updated” date above and, where required, notified to active subscribers in advance.

7. Contact

Nusra Solutions
support@kinderhub.thenusra.com