Refund & Cancellation Policy

NEWVIA SDN. BHD. Last Updated: 19 August 2026

This Refund & Cancellation Policy ("Policy") applies to subscription fees payable to NewVia for access to the NewVia SaaS platform (i.e., NewVia's own plan and subscription charges). It does not govern payments made to third-party vendors or merchants for their own goods or services, which — where applicable — are subject to the terms and refund policies disclosed for those transactions. This Policy is issued by NEWVIA SDN. BHD. (SSM Business Registration No. 202601032040 (1694135-H)), with its registered address at 7-2, Plaza Danau 2, Jalan 2/109f, Taman Danau Desa, 58100 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia ("NewVia", "we", "us"), via newvia.ai and app.newvia.ai (the "Services"). This Policy forms part of, and is incorporated into, our Terms of Service. By subscribing to or paying for the Services, you agree to this Policy.

1. Plan Overview

1.1 Freemium Plan (Free Forever)

• The Freemium Plan is a perpetual free tier with base feature access.
• No payment card or billing details are required to sign up for or remain on the Freemium Plan.
• Because the Freemium Plan involves no subscription fees, no subscription billing, cancellation, or refund mechanics apply to it. You may stop using it or close your account at any time.

1.2 Growth Plan — 21-Day Free Trial

• New eligible accounts receive a one-time 21-day free trial of the Growth Plan.
• You will not be charged during the trial period.
• At the end of the 21-day trial, if you have not authorized a paid subscription, your account will automatically downgrade to the Freemium Plan — with no charge, no penalty, and no action required from you. You will lose access to Growth-only features but will retain your account and core data on the Freemium Plan.
• If you have authorized payment details and elected to continue, your first billing cycle begins when the trial ends (or on the start date shown at checkout).

2. Auto-Renewal Notice

If you have authorized a payment method for the Growth Plan, your subscription renews automatically at the end of each billing period (monthly or annual, as selected) at the then-current rate, and your payment method on file will be charged on each renewal date unless you cancel before that renewal date. Renewal charges are processed by our PCI-DSS Level 1 certified third-party payment gateways (which may include Stripe, Airwallex, HitPay, and Razorpay).

Your renewal date is displayed at all times in Account Settings > Billing. It is your responsibility to cancel before the renewal date if you do not wish to be charged for the next period.

3. How to Cancel

You may cancel your paid subscription at any time using either method below. To avoid being charged for the next billing period, cancellation must be completed at least twenty-four (24) hours before your next renewal date:

1. Self-service (recommended): Log in to your account at app.newvia.ai, go to Account Settings > Billing, and select Cancel Subscription. Follow the on-screen confirmation steps. You will receive an email confirming your cancellation.
2. By email: Send a cancellation request from your registered account email to support@newvia.ai with the subject line "Cancel Subscription", at least twenty-four (24) hours before your renewal date. Cancellation is effective only once confirmed by our support team in writing; we will confirm within one (1) business day.

If a cancellation request is received less than 24 hours before renewal, we cannot guarantee it will be processed before the renewal charge, and any charge that has already been billed remains non-refundable under Section 5.

4. Access After Cancellation

Cancelling does not immediately terminate your access. When you cancel a paid subscription:

• Your Growth Plan access continues until the end of the billing period you have already paid for.
• At the end of that paid period, your account automatically downgrades to the Freemium Plan (it is not deleted).
• No further charges will be made after a confirmed cancellation.

5. Strict Non-Refundable Policy

ALL PAYMENTS ARE STRICTLY NON-REFUNDABLE ONCE BILLED OR PROCESSED. To the maximum extent permitted by applicable law:

• No refunds, credits, or exchanges are provided for partial billing periods, including where you cancel mid-cycle.
• No refunds are provided for unused time, unused features, or unused usage allowances.
• No pro-rated or partial refunds are provided for downgrades from the Growth Plan to the Freemium Plan.
• No refunds are provided for renewal charges resulting from a failure to cancel before the renewal date, including forgotten trials or subscriptions.
• No refunds are provided where an account is suspended or terminated for breach of the Terms of Service, including the Acceptable Use Policy.

We encourage all customers to fully evaluate the Services using the Freemium Plan and the 21-day Growth Plan free trial — both of which are free of charge — before authorizing any payment.

Upgrades and downgrades. If you upgrade to a higher plan mid-cycle, the unused portion of your current plan is applied as a prorated credit toward the new plan and the price difference is charged immediately; this credit may only be used toward the upgraded plan and is not a cash refund. If you downgrade, the change takes effect at the end of your current billing period, and no refund or credit is provided for the remainder of that period.

Nothing in this Policy affects any statutory rights you may have that cannot be excluded or limited under applicable law.

6. Billing Errors

If you believe you have been billed in error (for example, a duplicate charge or a charge after a confirmed cancellation), contact support@newvia.ai within seven (7) days of the charge with your account email and transaction reference. Verified billing errors caused by NewVia or its payment processors will be corrected, and any amount charged in error will be reversed to your original payment method. Correction of verified billing errors does not constitute a waiver of the non-refundable policy in Section 5.

7. Chargebacks and Payment Disputes

Before initiating any chargeback, payment dispute, or reversal with your bank, card issuer, or payment provider, you must first contact NewVia at support@newvia.ai and allow us a reasonable opportunity (at least seven (7) business days) to investigate and resolve the matter.

You agree that:

• Filing a chargeback for a valid, properly disclosed charge (including auto-renewal charges made in accordance with this Policy) without first contacting us constitutes a breach of this Policy;
• We may suspend or terminate accounts associated with unwarranted or fraudulent chargebacks and may recover from you any chargeback fees, dispute fees, and reasonable administrative costs incurred; and
• We may provide our payment gateways and card networks with transaction records, this Policy, our Terms of Service acceptance logs, and service usage records as evidence in defending any dispute.

8. Changes to This Policy

We may update this Policy from time to time. Material changes will be notified via the Services or email at least fourteen (14) days before taking effect and will apply to billing periods commencing after the effective date.

9. Contact

NEWVIA SDN. BHD. (202601032040 (1694135-H)) 7-2, Plaza Danau 2, Jalan 2/109f, Taman Danau Desa, 58100 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia Email: support@newvia.ai