1. How to request cancellation or a refund
Email editorial@pitchmystory.com as soon as possible with the order number, account email, reason and requested outcome. Do not send card details. We will acknowledge the request, record the current service stage and normally provide an initial decision within five business days. A request does not automatically pause scheduled publication or distribution, so clearly ask for an urgent hold where needed.
2. Full-refund situations
Subject to verification, we provide a full refund where:
- the same order was charged more than once or PitchMyStory charged an amount not authorised by the customer;
- PitchMyStory cannot supply the purchased service and no reasonable, accepted substitute is provided;
- PitchMyStory rejects the release at editorial review and the customer does not accept a lawful alternative;
- the service has a material failure that cannot be remedied through re-performance or another remedy required by law; or
- Malaysian law gives the customer a full-refund right in the circumstances.
3. Cancellation before work begins
If we receive and can action a cancellation before substantive editorial work begins and before any publication or distribution activity, we will cancel the order and refund the package price in full. An automated order acknowledgement, fraud check or basic file validation alone is not substantive editorial work.
4. Cancellation after work begins but before distribution
If substantive editorial work has begun but the release has not been distributed, you may still request cancellation. Unless a full refund or another remedy is required by law, we may offer a partial refund after deducting only the reasonable value of work actually completed and non-recoverable third-party cost specifically committed to that order. We will provide the calculation before finalising the cancellation. No deduction is made for avoidable future work or ordinary overhead already included in the package.
5. Revisions, customer delay and editorial rejection
A request for reasonable revisions is not a rejection. If you choose not to revise, cancellation is assessed at the stage reached. If required information or approval is outstanding for 30 days after our reminder, we may close the order after notice; any refund is calculated under this policy. If PitchMyStory ultimately rejects the release under the Editorial Policy, section 2 applies. We may refuse to continue handling content reasonably suspected to involve fraud, crime or abuse, but mandatory refund rights remain.
6. After Newswire publication or distribution begins
Once the approved release is publicly published, material value has been supplied. Once any live distribution message is sent or queued irreversibly, that part of the service cannot be recalled. A change-of-mind refund is therefore not normally available for the completed part. If a remaining material part can be stopped, we will assess a proportionate refund. If PitchMyStory fails to provide the service with the care, skill, fitness or timing required by law, available remedies may include re-performance, correction, price reduction or refund.
7. External media decisions are not refund triggers
The following do not by themselves create a refund right: no external outlet publishes the release; a particular journalist or outlet does not receive or open it; delivery, open or click rates are lower than hoped; an outlet edits or removes its own article; or business results, sales, rankings, publicity or audience do not meet expectations. This is because the purchased service is editorial review, PitchMyStory Newswire publication, relevant distribution and reporting—not guaranteed independent coverage. A mismatch between the purchased service and what PitchMyStory actually supplied is still investigated.
8. Scheduled releases and timing
You may request a hold before the operational cut-off stated in the order update. Missing a requested date may justify re-performance, rescheduling, a price reduction or refund when timing was essential and confirmed, subject to the cause of delay and mandatory law. Estimated 1–3 business-day timing is not a guarantee where materials, revisions or approvals are incomplete.
9. Statutory cooling-off and consumer remedies
This policy adds to and does not replace rights that cannot be excluded under Malaysian law. Any applicable statutory cooling-off period, cancellation process, service guarantee or tribunal remedy prevails. We will not treat silence, a pre-ticked box or acceptance of these general policies as a waiver that must legally be separate or signed. Customers should identify whether they order as an individual consumer or for business purposes because some statutory remedies differ.
10. Refund method and timing
Approved refunds are returned to the original payment method unless law or the provider requires another secure method. We normally instruct the provider within five business days after approval. Banks and card networks may then take approximately 5–10 business days, and international methods may take longer. We will provide a refund reference or status update. We do not promise a date controlled by the bank, but will investigate an unreasonable delay.
11. Chargebacks, fraud and mistakes
Contact us first if you recognise the order but dispute the service so we can preserve records and offer the appropriate remedy. You retain any right to dispute an unauthorised payment. We may suspend fulfilment while a payment dispute or credible fraud concern is investigated. A failed or reversed refund will be retried or resolved through a secure alternative after identity and entitlement checks.
12. Records and review
We record refund requests, reasons, evidence, decisions, amounts, provider references and status as requested, approved, processing, failed or completed. Access is restricted and records are retained under the Privacy Policy and applicable accounting requirements. You may ask for a decision to be reviewed by a different available administrator and may use any court, regulator or tribunal right available under law.
1. Cara meminta pembatalan atau bayaran balik
E-mel editorial@pitchmystory.com secepat mungkin bersama nombor pesanan, e-mel akaun, alasan dan hasil diminta. Jangan hantar butiran kad. Kami akan mengakui permintaan, merekod peringkat perkhidmatan dan lazimnya memberi keputusan awal dalam lima hari bekerja. Permintaan tidak secara automatik menghentikan jadual; nyatakan dengan jelas jika penahanan segera diperlukan.
2. Keadaan bayaran balik penuh
Tertakluk pada pengesahan, bayaran balik penuh diberikan apabila:
- pesanan sama dicaj lebih daripada sekali atau amaun tidak dibenarkan dicaj;
- PitchMyStory tidak dapat membekalkan perkhidmatan dan tiada pengganti munasabah yang diterima;
- PitchMyStory menolak siaran pada semakan editorial dan pelanggan tidak menerima alternatif sah;
- perkhidmatan mengalami kegagalan material yang tidak boleh dipulihkan melalui pelaksanaan semula atau remedi lain; atau
- undang-undang Malaysia memberi hak bayaran balik penuh dalam keadaan tersebut.
3. Pembatalan sebelum kerja bermula
Jika pembatalan diterima dan boleh dilaksanakan sebelum kerja editorial substantif bermula serta sebelum penerbitan atau pengedaran, kami akan membatalkan dan membayar balik harga pakej penuh. Pengakuan automatik, semakan fraud atau pengesahan fail asas sahaja bukan kerja editorial substantif.
4. Pembatalan selepas kerja bermula tetapi sebelum pengedaran
Jika kerja editorial substantif telah bermula tetapi siaran belum diedarkan, anda masih boleh meminta pembatalan. Melainkan bayaran balik penuh atau remedi lain diwajibkan, kami boleh menawarkan bayaran balik separa selepas menolak hanya nilai munasabah kerja yang benar-benar siap dan kos pihak ketiga yang tidak boleh diperoleh semula serta khusus untuk pesanan. Pengiraan diberikan sebelum pembatalan dimuktamadkan. Tiada potongan bagi kerja masa hadapan yang boleh dielakkan atau overhed biasa.
5. Pindaan, kelewatan pelanggan dan penolakan editorial
Permintaan pindaan munasabah bukan penolakan. Jika anda memilih tidak meminda, pembatalan dinilai mengikut peringkat. Jika maklumat atau kelulusan tertunggak selama 30 hari selepas peringatan, kami boleh menutup pesanan selepas notis; bayaran balik dikira mengikut dasar ini. Jika siaran akhirnya ditolak, seksyen 2 terpakai. Kami boleh enggan mengendalikan kandungan yang disyaki munasabah melibatkan fraud, jenayah atau penyalahgunaan, tetapi hak mandatori kekal.
6. Selepas penerbitan Newswire atau pengedaran bermula
Selepas siaran diterbitkan secara awam, nilai material telah dibekalkan. Selepas mesej pengedaran langsung dihantar atau tidak boleh dibatalkan, bahagian itu tidak boleh ditarik balik. Bayaran balik kerana berubah fikiran lazimnya tidak tersedia bagi bahagian siap. Jika bahagian material baki boleh dihentikan, kami menilai bayaran balik berkadar. Jika PitchMyStory gagal menyediakan perkhidmatan mengikut ketelitian, kemahiran, kesesuaian atau masa diwajibkan, remedi boleh termasuk pelaksanaan semula, pembetulan, pengurangan harga atau bayaran balik.
7. Keputusan media luar bukan pencetus bayaran balik
Perkara berikut tidak dengan sendirinya mewujudkan hak bayaran balik: tiada saluran luar menerbitkan; wartawan atau saluran tertentu tidak menerima atau membuka; kadar penghantaran atau penglibatan lebih rendah; saluran menyunting atau mengalih artikelnya; atau hasil perniagaan tidak mencapai jangkaan. Perkhidmatan yang dibeli ialah semakan editorial, penerbitan Newswire, pengedaran berkaitan dan laporan, bukan jaminan liputan. Perbezaan antara perkhidmatan dibeli dan yang dibekalkan tetap disiasat.
8. Siaran berjadual dan masa
Anda boleh meminta penahanan sebelum masa akhir operasi dalam kemas kini pesanan. Kegagalan mencapai tarikh diminta boleh memberi remedi jika masa adalah penting dan disahkan, tertakluk pada punca dan undang-undang mandatori. Anggaran 1–3 hari bekerja bukan jaminan apabila bahan, pindaan atau kelulusan tidak lengkap.
9. Tempoh bertenang dan remedi pengguna
Dasar ini menambah dan tidak menggantikan hak yang tidak boleh dikecualikan. Apa-apa tempoh bertenang berkanun, proses pembatalan, jaminan perkhidmatan atau remedi tribunal yang berkenaan mengatasi dasar ini. Kami tidak menganggap diam, kotak pratanda atau penerimaan dasar umum sebagai penepian yang diwajibkan berasingan atau ditandatangani. Nyatakan sama ada pesanan dibuat sebagai pengguna individu atau bagi perniagaan kerana remedi mungkin berbeza.
10. Kaedah dan masa bayaran balik
Bayaran balik diluluskan dikembalikan kepada kaedah asal melainkan undang-undang atau penyedia memerlukan kaedah selamat lain. Kami lazimnya mengarahkan penyedia dalam lima hari bekerja selepas kelulusan. Bank dan rangkaian kad mungkin mengambil kira-kira 5–10 hari bekerja dan kaedah antarabangsa mungkin lebih lama. Kami akan memberi rujukan atau kemas kini dan menyiasat kelewatan tidak munasabah.
11. Caj balik, fraud dan kesilapan
Hubungi kami dahulu jika anda mengenali pesanan tetapi mempertikai perkhidmatan supaya rekod dapat dipelihara dan remedi sesuai ditawarkan. Hak mempertikai pembayaran tidak dibenarkan kekal. Kami boleh menggantung pelaksanaan semasa pertikaian atau kebimbangan fraud disiasat. Bayaran balik gagal akan dicuba semula atau diselesaikan melalui alternatif selamat selepas semakan identiti dan kelayakan.
12. Rekod dan semakan
Kami merekod permintaan, alasan, bukti, keputusan, amaun, rujukan penyedia dan status sebagai diminta, diluluskan, diproses, gagal atau selesai. Akses terhad dan rekod disimpan mengikut Dasar Privasi serta keperluan perakaunan. Anda boleh meminta semakan oleh pentadbir lain yang tersedia dan menggunakan apa-apa hak mahkamah, pengawal selia atau tribunal.