Return and Refund Policy

The short version

If, within thirty days of paying for an Iceforma course, you decide the fit is wrong, email us. We will refund every unused session on a pro-rata basis. Used sessions are charged at the standard non-package rate (RM 280 / lesson for the 1:1 plan, equivalent rates for other tracks).

What counts as "used"

• Any session you attended.
• Any session that started and you did not join (a "no-show").
• Any session cancelled by you less than twelve hours before its start.

What does not count as used

• Sessions you rescheduled more than twelve hours in advance.
• Sessions cancelled by Iceforma or by your tutor — these are always refundable or rolled forward at your choice.
• The free trial — it is free and stays free.

How the pro-rata calculation works

Take what you paid, divide by the total sessions in your plan and call this the "package rate". Take the number of unused sessions, multiply by the package rate, that is your refund. Used sessions are charged at the standard non-package rate, with the difference (if any) deducted from the refund.

Example: you paid RM 2,880 for a 12-lesson 1:1 plan. You attended four lessons before deciding to stop. Package rate = RM 240 / lesson. Unused = 8 lessons × RM 240 = RM 1,920. Standard rate × used = 4 × RM 280 = RM 1,120, but you only paid RM 240 × 4 = RM 960 for those four — so the difference of RM 160 is deducted. Refund = RM 1,920 − RM 160 = RM 1,760.

Beyond thirty days

After the 30-day mark, we will refund unused sessions on a case-by-case basis. Refunds for medical reasons, relocation or genuine hardship are granted. Refunds for "I changed my mind after six months" generally are not — but you can always email us and we will be honest with you.

Refund processing time

• Email confirmation that we have received your refund request: within one working day.
• Confirmation of the calculation and the refund amount: within five working days.
• Money back in your account: 7 — 14 working days depending on your bank.

How to request

Send an email to [email protected] with your name, the course you booked, the date of purchase and a one-line reason. We track every request. You will receive a written response — never a phone-only resolution.

Disputes

If our refund calculation feels wrong to you, escalate to [email protected] (the founder). She reads every escalated case personally and responds within three working days.