Last updated: 19 August 2026
This Refund Policy explains when a purchase made through the Biller mobile app may be refunded or re-delivered and what to do if a transaction goes wrong. It should be read with the Biller Terms and Conditions and Biller Privacy Policy. The Bahasa Malaysia version and this English version are intended to have the same meaning. If you identify an inconsistency, please contact us.
The Biller app is operated by Kira Labs Sdn Bhd (Company No. 202601017340 / 1679437-P), a company incorporated in Malaysia and trading as "Biller", with its registered and business address at 7-2, Plaza Danau 2, Jalan 2/109F, Taman Danau Desa, 58100 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia ("Biller", "we", "us" or "our"). Biller presents the order, accepts the payment and is responsible to you for fulfilment and the remedies described here. The relevant telco, biller or upstream provider remains responsible for applying the underlying service to the supported number or account.
The app supplies digital prepaid mobile airtime and data top-ups for supported Malaysian telcos and bill-payment orders for supported billers. A bill payment means an order submitted through the app for value to be applied to a supported account by the relevant biller or upstream provider. There are no physical goods and nothing is shipped.
This Refund Policy is subject to the Consumer Protection Act 1999 and other applicable Malaysian law. Nothing in it excludes, limits or changes a right, guarantee or remedy that cannot lawfully be excluded. If a term conflicts with such a right, the law prevails and the term is read down or severed only to the extent of the conflict.
The remedies below are in addition to, and do not cap or replace, any statutory remedy available to you.
We do not offer a discretionary change-of-mind refund after a top-up or bill payment has been successfully delivered as you instructed. This does not affect any cancellation, cooling-off, refund or other remedy that applies to the transaction and cannot lawfully be excluded.
A failed, undelivered, duplicate or incorrectly delivered transaction is handled under Sections 3 and 4, regardless of whether the cause is in our systems or an upstream provider's systems.
If a paid top-up or bill payment fails, is not delivered, or is delivered incorrectly, we will not retain payment for an undelivered service. We will either:
This remedy applies regardless of whether the cause is in our systems or an upstream provider's systems. Where a failure is substantial or cannot be remedied within a reasonable time, a consumer may choose cancellation and a refund where the Consumer Protection Act 1999 provides that right.
We acknowledge a sufficiently detailed report without undue delay and aim, within 24 hours after receiving enough information to verify the issue, to complete any re-delivery or initiate any approved refund. If verification by a telco, biller, payment provider or other upstream provider takes longer, we will explain the delay and provide updates. The 24-hour target is our service commitment, not a limit on your rights or the statutory requirement to remedy a failure within a reasonable time.
Examples include where you were charged but the transaction did not complete, or the wrong denomination or product was delivered because of a processing error. If a transaction remains processing beyond the estimated supply time shown before confirmation, or you were charged without receiving an order acknowledgement, please report it promptly.
Any payment received more than once for the same order will be refunded in full to the original payment source, without a processing fee or deduction. After contacting you, we may instead provide a separate product equal to the duplicate amount only if you expressly request it.
We aim to resolve a reported duplicate under the service target in Section 3. This does not limit any non-excludable statutory right or remedy.
Before confirmation, the app lets you review, edit or remove the destination, product and amount. After confirmation, you may cancel an unpaid order. For a paid or processing order, contact us immediately; we will attempt a correction where technically possible before delivery.
A completed top-up or bill payment is generally irreversible. Subject to your non-excludable statutory rights, we normally cannot refund or freely re-deliver a product that was successfully applied to the valid number or account you entered and confirmed, or a product and denomination that were delivered exactly as submitted. Format validation does not confirm ownership, active status or that the destination is the one you intended.
If a bill payment cannot be applied and its value is not consumed, it is treated as failed or undelivered under Section 3. If the supply was not carried out with reasonable care and skill or otherwise breached a statutory guarantee, your statutory rights continue to apply.
Contact us as soon as possible at [email protected] or +60 17-220 8661. Please provide, where available:
We may verify the transaction with the relevant telco, biller, payment provider or other service provider. Do not send full payment credentials or unrelated personal data.
Refunds will ordinarily be returned in full to the original payment method. If that is technically unavailable, Biller may require identity and payment evidence and may refund to another verified account held in the payer's name, subject to applicable law and the payment provider's rules.
We aim to initiate an approved refund within the 24-hour service target after receiving enough information to verify the issue. The time for funds to appear after initiation depends on the payment provider or bank. We will explain any delay and provide updates; this timing does not reduce a statutory right.
The amount shown at the final confirmation step is the total amount payable to Biller. Any tax that Biller is required to charge will be shown or included as required by applicable law. The tax treatment of the underlying telecommunications or biller service, including any exemption available to an eligible subscriber, is determined under applicable law and by the relevant taxable service provider.
A refund due under this Policy covers the full amount paid for the affected transaction.
The Points facility is available only to vetted Distributors and Dealers acting for business purposes. Funding, allocation and use of Points are recorded as reseller account-ledger entries. The separate Distributor/Dealer Agreement and applicable Malaysian law govern that relationship.
If a confirmed order paid with Points fails, is not delivered or is delivered incorrectly, Biller will re-deliver the correct product within a reasonable time or restore the Points used, regardless of whether the cause is in our systems or an upstream provider's systems. Restored Points are account credits, not cash paid out by Biller. This operational remedy does not limit any right or remedy under applicable law or the Distributor/Dealer Agreement.
This description does not determine the regulatory characterisation of Points or replace any approval, exemption, notification, safeguarding, reporting, limit or other requirement that may apply.
Biller Coins are a loyalty credit available to signed-in Members. They have no cash value and are described in Section 8.4 of the Terms & Conditions.
Where Coins were applied to an order, a refund due under this Policy is a refund of the money you actually paid, returned to your original payment method under Section 7. It is not reduced because Coins were applied. The Coins you applied are returned to your account balance with a new expiry date, and any Coins credited for that order may be recovered.
Returned Coins are an account credit, not cash paid out by Biller. Coins are never refunded as cash and are not exchanged for cash under this Policy.
This Refund Policy is governed by the laws of Malaysia. Nothing in it excludes or restricts any right of redress or forum available to you under Malaysian law; Section 18 of the Terms & Conditions sets out how to raise and escalate a complaint.
Kira Labs Sdn Bhd (Company No. 202601017340 / 1679437-P), trading as Biller
Website: https://biller.my/
Registered/business address: 7-2, Plaza Danau 2, Jalan 2/109F, Taman Danau Desa, 58100 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia
Email: [email protected]
Phone: +60 17-220 8661
For personal-data questions, see our Privacy Policy or contact [email protected].