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Refund Policy

Overview

This Refund Policy applies to all customers who have made payments using eGHL payment gateway for transactions with Axrail Sdn. Bhd. ("Axrail"). We are committed to ensuring a fair and transparent refund process in accordance with our company policies and payment gateway regulations.

Eligibility for Refunds

Refunds may be issued under the following conditions:

  • Overpayment or duplicate transactions.

  • Unauthorized or fraudulent transactions (subject to verification).

  • Transaction errors due to system malfunctions.

  • Cancellations within the permitted timeframe as per our cancellation policy.

  • Non-fulfillment of services or delivery failure of purchased goods.

Note: Refund eligibility is subject to review and approval by Axrail Sdn. Bhd. ("Axrail") and may vary based on the nature of the transaction.​

Non-Refundable Transactions

Refunds will not be provided in the following cases:

  • Change of mind after a successful transaction.

  • Partial consumption of services.

  • Transactions that breach our terms and conditions.

  • Digital or downloadable products once accessed.

  • Subscription or membership fees beyond the trial period.

Refund Process

Step 1: Request Submission

Customers must submit a refund request via Email: [support@axrail.com] within 3 days of the transaction date. The request must include:​

  • Transaction details (date, amount, and reference number).

  • Reason for the refund request.

  • Supporting documents (e.g. receipts, proof of payment).

Step 2: Review & Processing

  • The refund request will be reviewed within 7 business days.

  • If approved, the refund will be processed via the original payment method.

  • Refunds may take 7-14 business days to reflect in your account, subject to banking policies.

Refund Fees & Deductions

  • Processing fees may apply depending on the payment provider’s policy.

  • Refunds may be subject to a 3-5% transaction fee as per eGHL’s refund processing terms.

  • In cases where additional verification is required, the refund process may take longer.

Contact Us

For refund inquiries, please contact us at:
📧 Email: [support@axrail.com]
🌍 Website: www.axrail.com/contact-us​

Changes to this Refund Policy

Axrail Sdn. Bhd. ("Axrail") reserves the right to update this refund policy at any time. Any changes will be communicated via our website or email notification.

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