Refund & Cancellation Policy

This policy applies to the Miracle Agent Subscription, the single subscription Miracle offers. It is a software and platform subscription service provided by BRAND9 SDN. BHD., which is also the merchant for its payments. Please read this policy before you pay.

In short: once your subscription is activated, the fee is not refundable. A small number of billing faults are reviewed, and they are listed in section 4.

Online subscription payments are collected by BRAND9 SDN. BHD. through approved payment providers; a direct bank transfer goes to the company account named in the transfer instructions instead. A receipt, or a bank or card statement, may show BRAND9 SDN. BHD., a payment-provider descriptor, or the account you transferred to, depending on the payment method used, rather than Miracle Indonesia. Check for those before raising a claim about a charge you do not recognise.

Property agency activities on the platform are operated separately by AX MIRACLE PROPERTIES SDN. BHD., a registered estate agency in Malaysia (LPPEH E (1) 2167). BRAND9 SDN. BHD. is not the licensed estate agency and does not provide those property agency services; AX MIRACLE PROPERTIES SDN. BHD. is not the merchant for Miracle Agent Subscription payments.

Your subscription is activated when your payment is confirmed and your access is opened. From that point the fee is not refundable, in whole or in part. In particular, no refund is given because:

• You change your mind after paying.
• You decide to stop using Miracle before the period ends — there is no partial or pro-rated refund for unused time.
• You do not use the platform, or use only part of it.
• You do not receive enquiries, or do not convert them into sales, commission or income. Miracle sells access to the platform, not a business result.
• Your account is inactive because you chose not to work during the period.
• Your access is suspended or ended because you breached the Terms of Service or the Agent Subscription Policy.
• The platform was briefly unavailable for maintenance or for reasons outside our control.

You can stop using Miracle at any time, and you are never charged again automatically — the subscription simply runs to its expiry date and then stops unless you renew.

Telling us you want to stop does not shorten the paid period and does not create a refund for the remainder of it. You keep your access until the period ends.

We will look at a refund request in these situations only:

• You were charged more than once for the same subscription period.
• A confirmed billing or payment-processing error — for example the wrong amount was taken.
• Payment was collected but no subscription was activated, and we could not activate it.
• An exceptional problem caused by Miracle that prevented you from using the subscription, where we approve a refund after reviewing the case.
• Any refund required by the law that applies to you.

Send the request to support@miracleindonesia.com, call +60167385919, or open a ticket from the support chat on this website or from your agent workspace.

Include the email address registered to your account, the payment date and amount, and the transaction reference from your payment confirmation. Tell us which of the situations in section 4 applies.

We check the request against the payment provider's records and against our own record of the payment and your account. Raising a request does not by itself mean a refund is due, and approval is at Miracle's discretion except where the law requires otherwise.

Requests are reviewed by authorised administrative personnel. Any refund or account adjustment is made only after the relevant transaction and account records have been reconciled — that is, after we have checked that what the provider recorded, what we recorded, and what your account received all agree.

An approved refund is returned through the same channel that took the payment — the same gateway merchant account for an online payment, or a transfer back to the account you paid from for a direct bank transfer. How quickly it appears, and how the credit is described on your statement, depends on that channel and your bank.

Where a refund is made, the subscription it paid for ends, and subscriber features stop.

You may raise a dispute or chargeback with your bank, card issuer or payment provider. That is your right and this policy does not ask you to give it up.

Raising a chargeback or dispute does not by itself decide whether a refund is due under this policy. Eligibility is still assessed against sections 2 and 4.

Where a provider or bank asks us to respond to a dispute, we may provide the payment and account records relevant to that transaction — for example the payment confirmation from the provider, our own record of the payment, when the subscription was activated, and what access the account received.

If you think a charge is wrong, contacting us first is usually faster than a chargeback, and nothing about doing so prevents you from raising one afterwards.

Applicable law and the rules of the relevant payment scheme or provider continue to apply, and this policy does not override them.

What the subscription includes, when it expires and what happens to your data afterwards are described in the Agent Subscription Policy. Your wider rights and obligations are in the Terms of Service.