Cancellation policy

Subscription Policy

1. Subscription Plans

You may choose from the following:
1.1 Standard Monthly – Delivery once every month.
1.2 Prepaid Quarterly – Prepay for three (3) months and receive one delivery each month for three consecutive months.

 

2. Sign‑Up & Confirmation

·       Choose a plan and select your preferred flavours.

·       Proceed to secure online payment.

·       A confirmation email will be sent upon successful subscription.

·       Access to the Customer Portal is provided to manage your subscription and track orders.

 

3. Billing & Renewal

·       Billing date: the 7th of every month (RM; recurring monthly plan).

·       For prepaid quarterly plans: 3 months’ payment is collected upfront; billing date for next cycle falls 3 months later.

·       All subscriptions auto‑renew unless cancelled.

 

4. Order Processing & Shipping

4.1 Order Cut‑Off & Fulfilment

·       Our cut-off day is on the 21^th of every month. New subscriptions placed after this day will have their next charge pushed to the following month’s renewal date, ensuring there are no back-to-back charges.

·       Each order is processed within three (3) business days.

·       Standard delivery day is on the 8^th to 10^th of the month.

·       Delivery scheduling is confirmed via text message.

 

 

4.2 Shipping Fees

·       Free shipping on all subscription orders.

 

5. Payment, Security & Failed Payments

5.1 Payment Handling

·       Your payment information is securely stored and charged monthly or upfront for prepaid plans.

·       Recurring billing continues until the subscription is cancelled.

 

5.2 Failed Payment Protocol

·       In case of payment failure, you will receive email notification with retry attempts scheduled.

·       If payments repeatedly fail, your subscription will be automatically paused until resolved.

 

6. Subscription Management

6.1 Your Rights

·       You can pause, edit payment information, or modify shipping details at any time via the Customer Portal—provided no deliveries have occurred.

 

6.2 Cancellation Policy

·       Cancellation can be completed through customer portal.

·       To prevent auto‑renewal, cancellation must be submitted before the next billing date.

·       You will receive a confirmation email once cancellation is successful.

·       After cancellation, we will still fulfil any remaining orders as agreed but will not renew the service. Refunds are not available. However, if no fulfilment has taken place yet, you may contact us, which will be handled on a case-by-case basis

 

7. Transparency & Compliance

7.1 Clear Terms

·       All terms, including pricing, billing cycles, shipping, cancellations, and auto‑renewals, are explained in clear, accessible language and displayed at checkout and within confirmation emails.

7.2 Fair Cancellation

·       Customers may cancel as easily as they subscribed

 

8. Customer Support & Feedback

·       You may contact us at theelixirkombucha@gmail.com for subscription‑related inquiries.

·       Notifications (e.g., order confirmation, upcoming charges, renewals, payment issues) are sent automatically to keep you informed.

 

9. Policy Updates

We reserve the right to revise these subscription terms.