Refund Policy

About this policy

Effective date: 23 September 2025 · Last updated: 5 October 2026

This Refund Policy is issued by SBV Coaching (SSM No. 202503262449), also trading as SBV Wellness (“SBV”, “we”, “us”). It explains how payments, cancellations, rescheduling and refunds work for all SBV services. By paying for any service, you agree to this policy together with our Terms & Conditions. Nothing in this policy limits any right you have under the Consumer Protection Act 1999 that cannot be excluded by agreement.

Payment and booking

1. All services are paid in full, in Malaysian Ringgit (RM), before a session or seat is confirmed, through our payment gateway partners (such as senangPay or DOKU) or another method we accept.
2. A booking is confirmed only when you receive our confirmation by email, app notification or WhatsApp. Unpaid slots are not held.
3. A price you have already paid will not change.

One-to-one sessions

This applies to coaching, NLP, hypnotherapy, Timeline Therapy™, the 60-Minute Psyche Map, Jam With Coach, Coffee with Coach and other individual sessions.

1.  Rescheduling: You may reschedule once per booked session, free of charge, if you tell us at least 48 hours before the start time.
2. Late cancellation: If you cancel or reschedule with less than 48 hours’ notice, the session is forfeited and no refund or credit is given.
3. No-show: If you do not attend, the session is forfeited.
4. Late arrival: If you join late, the session still ends at its scheduled time and the full fee applies.
5. Emergencies: For a documented medical emergency or bereavement, we may, at our discretion, offer one reschedule even with short notice.

Packages and programmes

This applies to the 1-Cycle Programme, Relationship Reset Journey, Healing After 30s and any other multi-session package.

1.  Packages are valid for 6 months from the date of payment. Sessions not used within that time expire and are not refundable.
2. Packages are non-refundable once the first session has taken place, because programme materials, preparation and time are committed from the start.
3. If you cancel a package before your first session, we will refund the amount paid less a 10% administration fee.
4. Physical items included in a programme (workbooks, cards, candles, tea and similar) are non-refundable once delivered or handed over. Digital materials (audios, worksheets, app Pro access) are non-refundable once access has been given.
5. Packages are personal and cannot be transferred to another person without our written consent.
6. Where you pay in instalments, all instalments remain due even if you stop attending. Access to sessions and materials may be paused while an instalment is overdue.

Events, workshops, webinars and retreats

Event fees cover venue, catering and materials we commit to in advance, so event seats are not refundable, but they are transferable.

1. Transfer: You may transfer your seat to another person at no charge by telling us their name and contact details at least 3 days before the event.
2. Early-bird and promotional prices are non-refundable in all cases but remain transferable.
3. Webinars and online events: Webinar fees are non-refundable once paid. Where a recording is offered, it counts as delivery of the webinar. Not being able to attend live does not entitle you to a refund.

Digital products and app subscriptions

1.  Downloadable or streamed products (audios, worksheets, e-books, courses) are nonrefundable once you have been given access, because they cannot be returned.
2. App Pro subscriptions may be cancelled at any time to stop future charges. Access continues until the end of the period already paid for. Periods already paid are not refunded.
3. If a digital product is faulty and we cannot fix it within 7 days of your report, we will replace it or refund you.

Physical products

1.  Workbooks, trauma cards and other items damaged or incorrect on arrival may be exchanged if you contact us within 7 days of receipt with a photo.
2. Change-of-mind returns are not accepted.

If SBV cancels or changes a service

1.  If we cancel or cannot deliver a session or event, you may choose a new date at no extra cost or a full refund of the amount paid for that session or event.
2. We may change a venue, facilitator or online platform when necessary. This does not entitle you to a refund if the service is still substantially the same.
3. We are not responsible for travel, accommodation or other costs you incur in connection with a service, including when a service is rescheduled.

Termination for conduct

We may end a session or programme immediately if a client is abusive, threatening, intoxicated or otherwise unsafe. No refund is given for a session ended for this reason. Unused sessions in a package may be refunded pro rata at our discretion.

How to request a refund

1. Send your request in writing to sbvwellnessmy@gmail.com or WhatsApp +60 12-650 6177, with your full name, receipt or transaction number, the service booked and the reason.
2. We will reply within 5 working days.
3. Approved refunds are paid to the original payment method within 14 working days of approval. Payment-gateway charges that cannot be recovered are deducted.
4. Credit notes have no cash value, are valid for 12 months and cannot be exchanged for cash.

Payment disputes and chargebacks

Please contact us first so we can resolve any issue quickly. If a chargeback or payment dispute is raised without first contacting us, we may suspend your bookings, app access and programme materials while it is investigated, and recover the costs the dispute causes us where the chargeback is found to be unjustified.

Contact us

SBV Coaching (SSM No. 202503262449), trading as SBV Wellness No 114, Jalan Merbuk 2, Taman Ketari, 28700 Bentong, Pahang

Email: sbvwellnessmy@gmail.com

WhatsApp: +60 12-650 6177

Website: sbvwellness.com