Refund and Cancellation Policy

This policy explains how payments in O’Smash are billed, how to cancel a plan, and when we refund. It forms part of the O’Smash Terms of Use. Where the two differ on refunds or cancellation, this policy applies.

1. What this policy covers

O’Smash takes two kinds of payment, both through Fiuu (Razer Merchant Services), our payment gateway.

Plans. A coach or academy pays O’Smash monthly for a paid plan. Sections 3 to 7 cover plans. In those sections, “you” means the coach or academy holding the plan.

Monthly fees. A player, or a parent for a player under 18, pays an academy or solo coach a monthly fee for coaching, in the app. The money goes to the academy, not to O’Smash. Section 8 covers monthly fees. In that section, “you” means the person who pays.

What it does not cover. It does not cover the standard, conduct or cancellation of the coaching itself. That is between the academy and its players.

2. Who we are

O’Smash is operated by OC Global Technology Sdn. Bhd., a company incorporated in Malaysia, of 21 City Plaza, Jalan Tebrau, Kampung Wadi Hana, 80300 Johor Bahru, Johor, Malaysia. “We”, “us” and “our” mean that company. You can reach us at support@osmash.ocgt.app.

3. Plans: what you are buying

A right to use the software. A plan is a right to use O’Smash for a monthly billing period. It is not a purchase of coaching, and not a purchase of a fixed number of sessions.

Plans. O’Smash is offered on a Free plan and on paid plans. A solo coach can be on Free or Pro. An academy can be on Free, Pro or Plus. The Free plan supports a limited number of active players and coaches; paid plans raise those limits. The plan, the limits and the price that apply to you are the ones shown to you in the app when you pay, and those are the terms of your plan.

Currency and tax. Prices are shown and charged in Malaysian Ringgit. The amount taken from you, and any tax or charge applied to the transaction, are determined at checkout by the payment gateway and by your bank or card issuer.

4. Plans: billing and renewal

Billed in advance. Paid plans are billed in advance for the whole month. You pay the first month on the payment gateway’s page, which saves your card for the renewals.

Automatic renewal. Plans renew automatically each month from the saved card until you move to Free. We send a reminder 3 days before each renewal.

Access is tied to the month. Your access is tied to the month you have paid for, not to how much of it you use.

5. Plans: upgrading and downgrading

Free to Pro or Plus. Takes effect once you pay at checkout.

Pro to Plus. Takes effect immediately and charges your saved card the full Plus price. We do not prorate. If the card is refused, your plan stays as it was and nothing is charged.

Plus to Pro. Takes effect immediately, once you confirm. Pro is billed from your next renewal. We do not refund or credit the difference for the current month.

Any plan to Free. Takes effect immediately, once you confirm, and billing stops. We do not refund the rest of the current month.

Fitting the lower plan. You can move to a lower plan only once your active coaches and players fit within its limits. The app tells you how many to remove first. Nothing is deleted by a downgrade.

Paused coaches. When you upgrade, coaches who were paused are reactivated into the free places, the longest paused first.

6. Plans: cancelling

How to cancel. You may cancel at any time, for any reason, by moving to Free in the app under Plan and billing, or by emailing support@osmash.ocgt.app. No reason is required and there is no cancellation fee.

What cancellation does. Cancelling moves you to Free at once. Billing stops and you are not charged again.

Your data afterwards. Your academy, its players and its records stay on the Free plan, so you can return to a paid plan at any time. If you close the academy or delete your account, your information is handled as the Privacy Notice describes.

7. Plans: refunds

The general position. We do not refund the unused part of a month when you cancel or move to a lower plan, and we do not prorate. We also do not refund for non-use, for lighter use than you expected, or for a change of mind after a renewal you were reminded of.

When we will refund. Despite the above, we will refund:

• a duplicate charge, in full;
• an amount charged in error or after you cancelled, in full;
• the unused part of the month, prorated, if we end or withdraw your plan for any reason other than your breach;
• the unused part of the month, prorated, if we make a material adverse change during a month and you cancel because of it;
• the month in question, where the service was materially unavailable for a prolonged time through our fault and we cannot put it right.

How to ask. Chat with support in the app, from Settings, or email support@osmash.ocgt.app, with the account name and the date of the charge, as soon as you reasonably can. We will look into it and reply. Approved refunds are returned to the original payment method through the payment gateway; we deduct no charge of our own. Asking promptly helps us investigate, but it is not a deadline on your legal rights and does not shorten any time limit the law gives you.

8. Monthly fees

What you are paying for. Your academy or solo coach sets its monthly price, and the app shows it to you before you pay. The fee pays the academy for a month of coaching. A player aged 18 or over pays for themselves; for a player under 18, only a linked parent pays.

Paid in advance. You pay before you train. A payment covers one calendar month, starting on the later of the payment date and the due date. The next fee is due the day after that month ends. You can pay from 3 days before the due date.

How you can pay. By online banking (FPX), card, e-wallet or DuitNow QR, on the payment gateway’s page. Cash is not accepted in the app.

Reminders. We remind you 3 days before the due date, on the due date, and when the fee becomes overdue, 7 days after the due date.

If a fee is not paid. From the due date, the player cannot be added to a session and is taken off sessions that have not started. Once the payment clears, they go back on those sessions.

Price changes. A new monthly price applies from the next due date. An amount already due or overdue stays as it was.

No double charge. The app refuses a second payment while one is in progress or the month is already paid, so two parents cannot pay for the same month.

Late confirmations. A payment the gateway has not confirmed after 30 minutes is replaced if you pay again. If the first payment is then confirmed as well, we refund it.

Refunds for coaching. The fee pays the academy for coaching, so a refund for the coaching itself, for example a missed or cancelled month, is between you and the academy, on the academy’s terms. Ask the academy first. We make approved refunds through the payment gateway.

When we will refund. We will refund a duplicate payment, and a payment taken in error, in full.

What a refund does. A full refund removes the refunded month from the player’s cover. A partial refund does not. If a refund leaves a gap before a month that is already paid, a payment for the gap covers only the gap, and is charged by the day.

Leaving. If a player leaves or is removed from an academy, any unpaid fee stops being due.

9. The Free plan

The Free plan is provided as it is, with no fee, no minimum term and no refund, because nothing is paid for it. We may change, limit or withdraw it on reasonable notice. That does not affect a paid plan you have already bought.

10. Failed and declined payments

A failed payment is not a refund. If a payment does not complete, no money leaves your account, so there is nothing to return.

If a plan renewal fails, we tell you by email and your plan shows Payment failed, with a 3-day grace period. We retry the card once a day during it, and your access continues. You can pay now or move to Free at any time during the grace period.

If it is still unpaid when the grace period ends, the academy moves to the Free plan. Players are kept, coaches are paused, and their sessions go back to the Owner. Paying for a plan again reactivates the coaches.

If a fee payment fails, the fee stays as it was and you can try again. A payment your bank is still processing stays in progress until the gateway confirms it as paid or failed.

If a payment succeeds but the app does not update shortly afterwards, do not pay again. Chat with support or email us first.

11. What the payment gateway handles, and what we handle

The payment gateway. Payments are processed by Fiuu, a third-party payment service provider. You enter your payment details into its page; your full payment credentials never reach O’Smash and we do not store them. It handles taking the payment, settling monthly fees to the academy, and the mechanics and timing of paying a refund out.

What we handle. We decide what a plan costs and whether a plan refund is due. We make refunds through the gateway, and a payment counts only once the gateway confirms it to us.

Timing is not ours to control. A refund goes back to the card or method you paid with. Once we make it, it can take several days to settle, and how quickly it reaches your statement is set by the gateway and your bank.

12. Disputes and chargebacks

Tell us first. If you disagree with a decision, reply and tell us why. We will look at it again, and it is usually faster than a bank dispute.

A chargeback is decided by your bank. You may raise a chargeback with your bank or card issuer and nothing here limits that right. The outcome and the timing are determined by your bank and the card scheme under their own rules, not by us. Our part is to respond with the records we hold.

Both at once. If an amount is both refunded by us and reversed by your bank, we may recover the duplicated amount as a debt.

Your legal routes are not restricted. Nothing in this policy requires you to exhaust any step before going to court or to a tribunal, and nothing in it shortens a time limit the law gives you.

13. When we may decline, suspend or reverse

We may decline a refund that falls outside section 7 or 8 where the law does not otherwise require one, and we will say why in writing. We may suspend or end a plan for non-payment, or for a material breach of the Terms of Use that is not put right within a reasonable period after we have asked, and in that case no refund is due. We may reverse a refund issued in error, on notice.

14. Changes to this policy and to prices

Changes to this policy. We may change this policy as O’Smash develops. Where a change materially affects you we will give reasonable notice beforehand, by email or in the app.

Plan prices. A change to a plan price takes effect from your next renewal after that notice. It never applies to a month you have already paid for.

If you do not accept a change, you may move to Free before it takes effect, and the prorated refund in section 7 applies.

The version that applies. The version in force when you paid governs that payment.

15. Malaysian law

This policy is governed by the laws of Malaysia. Nothing in it excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including under the Consumer Protection Act 1999 where that Act applies to you. Where this policy gives you more than the law requires, this policy applies.

16. How to contact us

OC Global Technology Sdn. Bhd., 21 City Plaza, Jalan Tebrau, Kampung Wadi Hana, 80300 Johor Bahru, Johor, Malaysia. Email support@osmash.ocgt.app. We aim to reply within two business days.