Dispute Resolution

Last Updated: June 3, 2026

DEBEL (debel.app), operated by DEBEL 69 Sdn. Bhd. ("the Company," "we," "us," or "our"), is committed to maintaining a transparent, fair, and reliable digital marketplace for our students, educators, and corporate partners.

Because debel.app operates as a multi-sided educational platform connecting independent content creators (tutors, speakers, and organizations) with end-users, this Dispute Resolution Policy establishes a clear protocol for handling transaction issues, content grievances, and refund mediation. This policy is designed to align with consumer protection regulations, local guidelines under the Ministry of Domestic Trade and Cost of Living (KPDN) Malaysia, and the risk mitigation frameworks required by our payment processors, including Payment gateway.

  1. Our Commitment to Direct Mediation

To prevent unnecessary transaction friction, account blocks, and card scheme chargebacks, debel.app actively acts as a neutral mediator between students and service providers.

We require that all platform users attempt to resolve commercial grievances directly through our internal ticketing pipeline before pursuing external legal remedies or initiating payment chargeback requests with credit card issuers or digital wallet networks.

  1. Grounds for Valid Disputes

A user or student may officially lodge a transaction dispute under the following limited conditions:

  • Non-Delivery of Service: The registered webinar, live digital stream, or course download link was not provided or accessible due to platform failure or provider negligence.
  • Material Misrepresentation: The delivered digital course material or webinar content deviated substantially and provably from the descriptions, agendas, or curricula advertised on the debel.app listing page.
  • Technical Failure: Double-billing occurred at the checkout counter, or an error in our payment processing framework duplicated an invoice.
  • Unauthorized Transaction: Evidence exists that an individual’s profile or payment details were used fraudulently within the debel.app infrastructure.
  1. The Step-by-Step Dispute Process

To initiate a formal review, you must follow our structured arbitration timeline:

1.Submit a Formal Claim:Within 7 Days of Event.

Email This email address is being protected from spambots. You need JavaScript enabled to view it. with the subject line "Dispute Request: [Invoice Number]". You must attach users digital receipt, the name of the service provider, and clear documentary or video evidence supporting your claim (e.g., screenshots of a canceled stream).

2.Internal Review & Freezing of Funds:24 - 48 Hours.

Our compliance team will log the case. If the payout to the provider has not yet been cleared via our split-payment engine, the disputed funds will be temporarily placed in an escrow holding pool pending investigation.

3.Provider Response Period:3 Business Days.

debel.app will forward the dispute file to the target tutor or organization. The provider is given exactly three business days to provide counter-evidence, proof of attendance logs, or offer an amicable solution (such as a makeup session).

4.Final Binding Determination:Within 14 Days.

Our compliance board will evaluate all evidence. If the provider fails to respond or is found negligent, a complete refund will be initialized via Payment gateway back to the original source card. If the provider proves fulfillment, the claim is closed.

  1. Chargeback Prevention and Abuse Policy

A "chargeback" occurs when a user circumvents a merchant and asks their credit card company or banking institution to reverse a transaction.

  • Forced Escalation Bans: Initiating a bank chargeback before engaging with our internal 4-step dispute sequence violates our Acceptable Use Policy.
  • Account Penalties: debel.app reserves the right to freeze user accounts or block associated IP ranges if an individual displays a pattern of "friendly fraud" (filing false chargebacks for services they successfully consumed).
  • Evidence Sharing: In the event of a bank chargeback, debel.app will explicitly share all platform data logs, attendance timestamps, ip verifications, and this signed dispute policy directly with Payment gateway's chargeback defense network to defend the validity of the transaction.
  1. Escalation to External Arbitration

If our internal dispute engine cannot resolve a platform disagreement, the matter will be settled under Malaysian jurisdiction. You agree that any remaining claims arising out of transactions on debel.app will be referred to the Asian International Arbitration Centre (AIAC) in Kuala Lumpur, Malaysia, for final, confidential resolution conducted in the English language.

  1. Dispute Contact Channels

To submit evidence or track an ongoing transaction claim, reach our dedicated compliance desks:

  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it. (or This email address is being protected from spambots. You need JavaScript enabled to view it.)
  • Corporate Entity: DEBEL 69 Sdn. Bhd.
  • Registration Number: 1478147-V