This Cancellation & Refund Policy explains when you can cancel a Weber Meyer service and when you are entitled to a refund. It applies to FibreNet and EZY WiFi purchased from us, and should be read with our Terms of Use, Delivery Policy, your service agreement and any terms that apply to the plan or promotion you choose. If those terms differ from this policy, the terms of your plan or promotion apply. Nothing in this policy limits your rights under Malaysian consumer protection law.
1. Cancelling Before Installation
- You can cancel your FibreNet application at any time before installation is completed. You will receive a full refund of any advance payment or deposit you made.
- If we reject your application, cannot install the service at your address, or cancel the installation because we cannot complete it, you will receive a full refund of any amount paid.
- If you miss installation appointments or are unreachable and we cancel the application, we will refund your payment less any appointment or abortive-visit charges under our Delivery Policy.
To cancel, contact us using the details below, with your name and application reference.
2. Cancelling After Activation (FibreNet)
- Once a fibre line is physically installed and activated at your premises, the 24-month contract begins immediately. Cancelling after the physical installation triggers the full early termination charge described below. Please give us at least 30 days' written notice. You can give notice through our customer care channels. Fees continue until termination takes effect.
- Minimum subscription period: if your plan has a minimum period (for example 24 months) and you cancel before it ends, an early termination charge applies. You must pay the full monthly fee multiplied by all the remaining months left on your contract, or the amount stated in your plan or promotion terms. We do not charge this where we are at fault, such as repeated, unresolved service failure.
- Equipment: you must return all Weber Meyer equipment within 14 days of termination. Unreturned, lost or damaged equipment is charged at the amounts in your service agreement.
- Outstanding bills must be settled before termination is processed.
We will process a valid termination request within 30 days.
3. EZY WiFi
- EZY WiFi is a digital service that is activated immediately. Plans and passes that have been activated, and any unused time or data on them, are not refundable, except where this policy says otherwise.
- We will refund you or reactivate your plan if you were charged and access was not activated, if you were charged more than once for the same plan, or if a fault on our side prevented you from using the service.
- Report the problem within 7 days of payment, with your payment reference.
4. Billing Errors and Service Faults
If you think you were billed incorrectly, tell us within 30 days of the bill date. If we confirm the error, we will credit or refund the difference. If your FibreNet service is down for an extended period because of a fault on our side, you may be entitled to a rebate under your service agreement.
5. Deposits and Credit Balances
Any security deposit is refunded after your account is closed, equipment is returned and all amounts owing are paid. If your closed account has a credit balance, we will refund it once you give us your active bank account details. Credit balances below RM10 may not be refundable.
6. How Refunds Are Paid
- Approved refunds are paid to the original payment method where possible, or by bank transfer to an account in the name of the account holder. We do not refund to third-party accounts.
- We will process an approved refund within 14 to 30 working days. Your bank or card issuer may need extra time to show it.
- Refunds exclude non-refundable items such as activated EZY WiFi plans, completed installation work requested by you, and charges for service already used, unless the law or this policy says otherwise.
7. How to Request a Cancellation or Refund
Contact us with your name, account or application reference, the service concerned and the reason for your request. We may ask you to verify your identity. We will confirm the outcome of your request in writing.
8. Contact Us
To cancel or request a refund, or if you have questions about this policy, contact us at customercare@webermeyer.com or +603 7786 0506, or WhatsApp +6012 635 9218, or write to Weber Meyer, Suite A-02-02, Level 2, Empire Office Tower, Jalan SS16/1, 46500 Subang Jaya, Selangor Darul Ehsan.
Last updated: October 2026