Complaints and Appeals Policy - Jom Prompt

Complaints and Appeals Policy

Effective date: 30 July 2026   Version: 1.0

This Policy explains how to raise a product, account, subscription, creator, wallet, privacy or platform complaint and how eligible decisions may be appealed. Using this process does not remove any external right or remedy available under Malaysian law.

1. Contact Route

Include your full name, account email, order, subscription, submission or withdrawal ID, the date, a clear description, the outcome requested and relevant evidence. Do not send passwords or unnecessary full banking details.

2. Response Targets

We aim to acknowledge a complete complaint within three working days and provide a substantive response within fourteen working days. Billing errors are normally reviewed within seven working days. Complex fraud, rights, bank, technical or legal matters may require longer; if so, we will provide a progress update and revised target where reasonably possible.

3. Product and Order Complaints

For missing delivery, access failure, duplicate charges, material misdescription or unauthorised transactions, provide the order number and purchase email. We may verify the transaction, restore access, re-deliver the product, correct the charge or provide another remedy required by law.

4. Creator and Prompt Appeals

Jom Prompt’s commercial decision not to purchase a prompt is generally discretionary. You may nevertheless appeal a material procedural error, mistaken account or identity, incorrect duplicate or plagiarism finding, incorrect policy classification, purchase-credit error, or material evidence that was not considered. An appeal is not a new valuation request and does not guarantee a different outcome.

Submit an appeal within fourteen days after the decision where practicable. Identify the submission ID and specific error. A reviewer who was not the original decision-maker should handle the appeal where staffing and circumstances reasonably allow.

5. Wallet and Withdrawal Complaints

For a missing credit, correction, hold, rejection or payment problem, include the wallet transaction or withdrawal ID and the amount in dispute. We will review the ledger, status history and available evidence. If an error is confirmed, the ledger and status will be corrected and you will be notified.

6. Privacy Requests and Complaints

Privacy requests may require identity verification. We will respond within the period required by applicable law. If you remain dissatisfied, you may contact the Personal Data Protection Commissioner Malaysia through https://www.pdp.gov.my.

7. Internal Escalation

If you believe the first response did not address the issue, reply within fourteen days, state that you request escalation, identify the unresolved point and provide any new evidence. We will issue a final internal response or explain what further information is required.

8. External Options

Depending on the issue and eligibility, Malaysian consumers may contact the Ministry of Domestic Trade and Cost of Living, use the Tribunal for Consumer Claims Malaysia, contact the Personal Data Protection Commissioner, or pursue another lawful remedy. Intellectual-property disputes and some other categories may fall outside the consumer tribunal’s jurisdiction. Check the authority’s current requirements before filing.

9. Fair Treatment and Records

We will not penalise you merely for making a good-faith complaint. Abusive, threatening, fraudulent or repetitive communications may be restricted while the underlying issue is still considered fairly. We retain complaint and response records for service improvement, legal compliance, security and dispute handling.