Refund & Cancellation Policy

Membership

Your first month is charged when you join, and is non-refundable once paid. Your membership is active from that day.

There's no contract. You can cancel anytime — your membership stays active until the end of the month you've paid for, then stops renewing. We don't refund unused days of a month already begun.

• How to cancel: through your member dashboard, or by emailing icebatu.official@gmail.com at least 24 hours before your next renewal date.
• The rate you join at is locked for life while your membership stays continuously active. If you cancel and rejoin later, it's at the then-current price.
• There is no joining fee and no deposit — the first month's fee is all you pay to start.

Drop-ins

A drop-in is a single session, paid upfront. Drop-in passes are non-refundable once purchased.

Facility closure

If we have to close for maintenance or for reasons beyond our control (force majeure), we'll make up affected days by extending your membership or issuing a pro-rated credit, at our discretion.

Special circumstances

We may issue refunds outside this policy, at our sole discretion, in cases of:

• Medical emergency or serious illness (documentation may be required)
• Bereavement (immediate family)
• Significant relocation outside the Johor Bahru / Singapore region
• Errors on our part (system bugs, double charges, etc.)

Refund processing

• Any approved refund is processed via Stripe to your original payment method
• Processing time is typically 5–10 business days, depending on your bank
• You will receive an email confirmation when a refund is initiated
• For payment-method issues, we may issue a refund via bank transfer (FPX) with your account details

Disputes

If you believe a charge or refund has been processed incorrectly:

1. Contact us first at icebatu.official@gmail.com — we aim to resolve issues within 5 business days
2. If unresolved, you may file a complaint with the Tribunal for Consumer Claims Malaysia
3. You retain all rights under Malaysian consumer protection law