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Refund, Return, and Cancellation Policy
Last Updated: 23 March 2026
ActsVille Academy Sdn. Bhd. (“ActsVille Academy”, “we”, “our”, or “us”) aims to provide clarity and fairness in relation to registrations, purchases, payments, returns, cancellations, and continued learning support.
This Policy explains the terms that apply to our programmes, workshops, services, digital products, and physical products purchased through our website or directly from us.
By making a purchase or registration with ActsVille Academy, you agree to this Policy.
1. General Policy
Different terms may apply depending on the type of purchase made, including:
programmes, workshops, and learning services
digital products or downloadable materials
physical products or merchandise
All refund, return, cancellation, transfer, and continued learning requests are subject to review and approval by ActsVille Academy in accordance with this Policy.
2. Refunds for Programmes, Workshops, Events, and Services
2.1 Before the programme or service starts
Refund requests made before the start of a programme, workshop, event, or service may be considered on a case-by-case basis.
If approved, the refund may be:
a full refund; or
a partial refund after deducting any administrative, processing, booking, transaction, or other non-recoverable costs.
2.2 After the programme or service starts
Once a programme, workshop, event, session, or service has started, fees paid are generally non-refundable.
This includes situations where a participant:
decides not to continue;
misses one or more sessions;
is absent without notice;
is unable to attend due to personal scheduling conflicts; or
changes their mind after the programme or service has commenced.
2.3 Completed services
Any service that has already been fully delivered, completed, or substantially performed is generally non-refundable.
3. Returns and Refunds for Physical Products
If ActsVille Academy offers physical products, returns or exchanges may be accepted only if:
the wrong item was sent;
the item arrives damaged;
the item has a clear defect; or
the item is unused, unopened, and in its original condition and packaging, subject to our approval.
To be eligible for a return, you must contact us within 7 days of receiving the item.
To support your request, we may require:
your name and contact details;
proof of purchase;
order reference;
photos of the item; and
a brief explanation of the issue.
We reserve the right to reject return requests where:
the item has been used, worn, washed, damaged, or altered after delivery;
the item is not returned in its original condition;
the request is made after the applicable return period; or
the item is stated to be non-returnable at the time of sale.
3.1 Return shipping
Unless the return is due to our error, the customer may be responsible for the return shipping cost.
3.2 Refunds for approved returns
If a return is approved and received in acceptable condition, we may provide:
a refund;
an exchange;
a replacement item; or
store credit,
depending on the nature of the product and the issue involved.
4. Non-Refundable and Non-Returnable Items
Unless otherwise stated, the following are generally non-refundable and/or non-returnable:
attended classes, workshops, events, or sessions;
fees for programmes or services that have already started;
completed or substantially performed services;
downloadable or digital products once delivered, accessed, or downloaded;
customized, special-order, clearance, promotional, discounted, or sponsored items;
products that have been opened, used, damaged, or are not in their original condition.
5. Digital Products and Online Materials
Payments for digital products, downloadable materials, recorded content, or online resources are generally non-refundable once access has been granted, the material has been delivered, or the content has been downloaded or viewed.
This is because digital content cannot usually be returned once supplied.
6. Order Cancellation
6.1 Physical product orders
If you wish to cancel a physical product order, please contact us as soon as possible.
We may allow cancellation only if the order has not yet been processed, packed, shipped, or fulfilled.
If the order has already been processed or shipped, cancellation may not be possible, and the order may instead be subject to our return conditions.
6.2 Programmes, workshops, events, and services
Requests to cancel a registration, booking, or service will be reviewed based on:
the timing of the request;
whether the seat or slot has been reserved;
whether preparation or administrative work has already been carried out; and
whether the programme, event, or service has already started.
Approval of cancellation does not automatically mean a full refund will be granted.
7. Rescheduling and Transfers
Where appropriate and subject to availability, ActsVille Academy may allow:
rescheduling to another date, session, or intake; or
transfer of registration to another participant.
Such requests are reviewed on a case-by-case basis and are not guaranteed.
Additional charges, administrative fees, or price differences may apply.
8. Learning Continuation Support
At ActsVille Academy, we are committed to meaningful learning progress, not just programme completion.
8.1 High EQ Leaders Training Programme
For students enrolled in the High EQ Leaders Training Programme, learning progress is reviewed on an ongoing basis through class observations, teacher reports, and parent review sessions.
A progress report is generally prepared every two months (after 8 lessons). Parents or guardians may be invited to participate in a review discussion covering the student’s progress based on the programme criteria, including observed development at home and in school where relevant. Feedback may be recorded and acknowledged by both parties.
If a student completes one full year (50 sessions) of the High EQ Leaders Training Programme and, based on the progress reports and review records, shows no progress at all across the review period, ActsVille Academy may allow the student to continue learning foradditional 48 sessions at no extra programme fee.
This continued learning support applies only where the student has:
completed the required learning period;
participated in the programme with reasonable consistency; and
no known exceptional circumstances requiring more specialized support that would materially affect the student’s learning progress within the programme.
8.2 High EQ Life Blueprint
For students enrolled in the High EQ Life Blueprint programme, eligibility for continued learning support is based on completion of the full learning pathway.
If a student has completed all modules of the High EQ Life Blueprint programme, including completion of the full blueprint planning process, the student may be eligible to return for continued learning support at no extra class fee until the age of 19, subject to programme availability and the applicable learning arrangements at the time.
8.3 Continued Learning Until Age 19
Students who have completed:
all three levels of the High EQ Leaders Training Programme; or
all modules of the High EQ Life Blueprint programme,
may be eligible to return for continued learning support at no extra class fee until the age of 19, subject to programme availability, scheduling, and ActsVille Academy’s applicable class arrangements at the time.
8.4 Important Clarification
Any continued learning support provided under this section:
is not a cash refund;
is not transferable or exchangeable for cash;
does not guarantee identical outcomes for every student; and
remains subject to ActsVille Academy’s review of attendance, participation, programme completion, and relevant learning records.
ActsVille Academy reserves the right to review each case individually before approving continued learning support.
9. Cancellations by ActsVille Academy
If ActsVille Academy cancels a programme, workshop, event, order, or service for reasons within our control, we may offer one of the following remedies:
a full refund;
a partial refund;
a replacement item;
a transfer to a future session or intake; or
store credit or credit for future use.
The remedy offered will depend on the type of purchase and the circumstances involved.
10. Exceptional Circumstances
We understand that unexpected situations may arise. Requests for refund, return, cancellation, transfer, rescheduling, credit, or continued learning support due to exceptional circumstances may be considered at our discretion.
Supporting documents may be requested where relevant.
Approval is not automatic and depends on the nature of the purchase, timing of the request, and costs already incurred.
11. Refund Processing
If a refund is approved, it will generally be made using the original payment method, unless otherwise agreed.
Please allow a reasonable processing period for the refund to be completed. Processing time may vary depending on the payment provider, bank, or platform used.
Any non-refundable payment gateway charges, transaction fees, shipping fees, or third-party processing costs may be deducted where applicable.
12. How to Request a Refund, Return, Cancellation, or Review
To submit a request, please contact us with the following details where available:
full name;
contact number;
email address;
product, programme, event, or service purchased;
order reference or proof of payment;
date of purchase; and
reason for the request.
Email: support@actsville.com
WhatsApp / Contact Number: +6011-2508 6119
13. Changes to This Policy
We may update this Policy from time to time to reflect changes in our operations, product offerings, programme structure, or legal requirements.
Any updated version will be posted on this page together with the updated last updated date.
14. Contact Us
If you have any questions about this Policy, please contact us at:
Email: support@actsville.com
WhatsApp / Contact Number: +6011-2508 6119
