Payment & Refund Policy

1. Scope of This Policy

This Payment & Refund Policy applies when TributeHarbor enables paid services, including:

• Digital flowers
• Memorial candles
• Digital wreaths
• Condolence gifts
• Family-support transactions
• Memorial-related service fees
• Other paid features clearly identified on TributeHarbor

Additional payment-provider rules may also apply depending on the payment method selected.

2. Currency

During the initial Malaysian launch, prices are expected to be displayed primarily in Malaysian Ringgit (MYR / RM).

If TributeHarbor later supports additional countries or currencies, the applicable currency will be displayed before payment is confirmed.

Your bank, card issuer or payment provider may apply its own currency-conversion or international transaction charges. Such external charges are not controlled by TributeHarbor.

3. Payment Processing

TributeHarbor intends to process transactions using appropriate third-party payment providers.

Depending on the payment provider and payment method, users may be able to pay using methods such as:

• Online banking
• FPX
• DuitNow
• Payment cards
• Supported digital wallets
• Other approved payment methods

Available methods may change over time.

4. Digital Tributes

Digital tributes are symbolic expressions of condolence. Examples may include:

• Digital Rose
• Memorial Candle
• Digital Flower
• Digital Wreath
• Other virtual condolence items

Unless clearly stated otherwise, a digital tribute does not include delivery of a physical product.

After successful payment, the tribute may be displayed on the relevant memorial together with the sender's name and message, subject to moderation and family preferences.

5. Family Support

TributeHarbor may allow visitors to send financial support to a verified family recipient.

Family Support is intended as a personal condolence or support payment to the identified recipient.

Recipient verification requirements may be imposed before family-support functionality is activated.

6. Platform and Processing Fees

TributeHarbor may charge a platform fee, service fee or transaction-related fee for certain paid services.

Third-party payment providers may also charge processing fees.

Where applicable, fees should be disclosed before the user confirms payment or otherwise explained through the relevant payment page or service terms.

TributeHarbor may change future pricing or fee structures, but changes will not retroactively alter transactions that have already been completed.

7. When a Payment Is Considered Successful

A transaction is considered successful only after the applicable payment provider confirms successful payment.

A screen showing that a payment is “processing”, “pending” or “submitted” does not necessarily mean that final payment has been received.

TributeHarbor may delay display of a paid tribute or transfer of family-support funds until payment confirmation is received.

8. Refund Eligibility

Refund requests will be reviewed according to the circumstances of the transaction.

9. Digital Tribute Refunds

Digital tributes may be delivered or displayed shortly after successful payment.

Once a digital tribute has been displayed, associated with the memorial or otherwise fulfilled, it may be treated as a completed digital service.

Refunds may still be considered where:

• The transaction was duplicated
• The amount charged was incorrect
• The transaction resulted from a confirmed technical error
• The payment was unauthorized
• The memorial was fraudulent
• Applicable law requires a refund

10. Family-Support Refunds

Family Support is different from purchasing a normal product. The intention is to transfer support to the identified family or verified recipient.

If the payment has not yet been transferred to the intended recipient, TributeHarbor and/or the payment provider may have more ability to cancel or refund it.

Once funds have been successfully transferred to the verified recipient, TributeHarbor may be unable to recover the payment.

Cases involving fraud, mistaken recipient information, unauthorized transactions or legal requirements will be reviewed separately.

11. Memorial Removed After Payment

A memorial may later be restricted or removed because of:

• Family request
• Verification concerns
• Fraud
• Family dispute
• Violation of TributeHarbor policies
• Legal or regulatory requirements

Removal of a memorial does not automatically mean that every previous transaction must be refunded.

TributeHarbor will consider factors such as:

• Whether the digital tribute was already delivered
• Whether family-support funds were already transferred
• The reason the memorial was removed
• Whether fraud was involved
• Applicable legal obligations

12. How to Request a Refund

To request a refund or report a payment problem, contact TributeHarbor at:

support@tributeharbor.com

Please provide as much of the following information as possible:

• Your full name
• Your email or WhatsApp number
• Name of the memorial
• Transaction date
• Amount paid
• Transaction or payment reference
• Payment method
• Reason for requesting a refund

13. Refund Processing Time

If a refund is approved, TributeHarbor will initiate or request the refund through the applicable payment provider.

The time required for the refunded amount to appear in your bank account, card or wallet depends on the payment provider, financial institution and payment method.

TributeHarbor cannot guarantee a specific banking settlement time once the refund has been submitted to the relevant provider.

14. Refund Method

Where reasonably possible, refunds will be returned through the original payment method.

TributeHarbor may require additional verification where the original payment method is unavailable or where fraud concerns exist.

15. Payment Processing Fees

Some payment providers may charge transaction, processing, currency-conversion or other fees.

Whether such fees can be refunded depends on the rules of the relevant payment provider and applicable law.

Where a fee is non-refundable, this should not prevent refund of other amounts where a refund is otherwise legally or contractually required.

16. Chargebacks and Payment Disputes

A cardholder or account holder may have rights to dispute a transaction through their bank or payment provider.

If a chargeback or payment dispute occurs, TributeHarbor may:

• Provide transaction records to the payment provider
• Temporarily restrict the related transaction
• Remove or suspend a paid digital tribute
• Pause related payouts where permitted
• Investigate suspected fraud

Users should contact TributeHarbor first where possible so that genuine errors can be investigated quickly.

17. Fraud and Unauthorized Payments

TributeHarbor may suspend or investigate a transaction where there are reasonable concerns involving:

• Stolen payment credentials
• False memorials
• Unauthorized fundraising
• Fraudulent beneficiaries
• Account takeover
• Unusual transaction activity

TributeHarbor may cooperate with payment providers, financial institutions, funeral service providers or relevant authorities where reasonably required.

18. Physical Flowers and Third-Party Purchases

TributeHarbor may eventually link to or facilitate services offered by third-party businesses such as florists or funeral providers.

Where a purchase is clearly identified as being supplied by an independent third party, that provider's cancellation, delivery and refund rules may also apply.

Digital tribute purchases should not be assumed to include physical flower delivery unless expressly stated.

19. Funeral Home Charges

This Policy applies to payments processed through TributeHarbor.

It does not automatically govern independent funeral service charges, funeral packages, cremation costs, burial costs or other services contracted directly between a family and a funeral service provider.

20. User Responsibility

Before confirming payment, users should check:

• The memorial name
• The selected tribute
• The payment amount
• The intended family recipient where applicable
• The currency
• Any displayed fees

Users must only use payment methods they are authorized to use.

21. Consumer Rights

Nothing in this Policy is intended to exclude, restrict or remove any consumer right, refund right, remedy or other protection that cannot lawfully be excluded under applicable law.

Where this Policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

22. Changes to This Policy

TributeHarbor may update this Payment & Refund Policy as:

• Payment functionality is activated
• New payment methods are introduced
• Platform fees change
• New countries or currencies are supported
• Payment-provider requirements change
• Applicable legal or regulatory requirements change

The latest version will be published on this page.

23. Governing Law

This Policy is intended to operate subject to applicable Malaysian law.

Nothing in this Policy overrides mandatory rights or obligations imposed by applicable law or regulation.