TERMS OF SERVICE & RETURN & REFUND POLICY

Thank you for your interest in the Life Waterfall application for your mobile device (the “App”) provided to you by Life Waterfall Group Sdn Bhd. (“Life Waterfall Drinking Water,” “us,” or “we”), and our web site at www.lwf.my (the “Site”), as well as all related web sites, networks, downloadable software, and other services provided by us. These Terms of Service (“Terms”), including the Privacy Policy and other applicable policies, govern your use of the Service. By using the Service, you agree to these Terms.

ORDERING

You may order drinking water or other available products via the Website or App. You are responsible for reviewing your order before placing it. We are not responsible for incorrect orders.

We reserve the right to refuse or cancel orders at our discretion, including but not limited to situations where products are unavailable, the delivery location is outside our coverage, or unforeseen circumstances arise. Canceled orders will not be charged or will be refunded.

PRICE AND PAYMENT

All prices are in Malaysian Ringgit (MYR) and include applicable tax and delivery charges unless specified otherwise. Payment methods include:

  • Online payment (FPX bank transfer, debit/credit card)
  • Cash on delivery (COD)

Orders are considered final upon placement. Modifications or cancellations are not permitted unless requested at least 4 hours before delivery. If a cancellation is approved, a credit will be issued for future orders.

ACCOUNTS AND REGISTRATION

To order through the Website or App, you may need to register for an account. Required information includes your name, email, phone number, and delivery address. You are responsible for maintaining the confidentiality of your account details.

DELIVERY

  • Delivery areas are listed on our delivery information page.
  • We engage third-party services for delivery and cannot guarantee their performance.
  • Delivery times are approximate and may be affected by weather, traffic, or force majeure events.
  • If delivery is delayed, we will contact you to arrange an alternative time.
  • Customers must be available to receive deliveries; failure to do so will be considered as successful delivery, and full payment will be required.
  • Orders should be consumed immediately after delivery to maintain quality.

LIABILITY

By using our Website or App, you agree that Life Waterfall Drinking Water is not liable for any direct, indirect, incidental, special, consequential, or punitive damages arising from your use of our services, except where required by law.

PROMO CODE TERMS

  • Promo codes are non-transferable, non-exchangeable, and non-redeemable for cash.
  • Codes must be entered before order completion.
  • Promo codes are country-specific (e.g., RM50 codes apply only in Malaysia).
  • We reserve the right to cancel, change, or suspend promo codes at any time.

USE OF INFORMATION

You authorize us to process your personal information for order fulfillment, marketing, and legal purposes. Personal data handling follows our Privacy Policy.

LAW AND JURISDICTION

These Terms are governed by Malaysian law. Any disputes shall be submitted to the exclusive jurisdiction of Malaysian courts.

INTELLECTUAL PROPERTY RIGHTS

All content, including recipes, design, and graphics, belongs to Life Waterfall Drinking Water. Reproduction without permission is prohibited.

PROHIBITIONS

  • Automated systems or programs may not be used with our Website or App.
  • Unauthorized scraping, data harvesting, or hacking is strictly prohibited.

VARIATION OF TERMS

We may update these Terms and Conditions at any time. Continued use of our services constitutes acceptance of any changes.

RETURN & REFUND POLICY

1. ELIGIBILITY FOR RETURNS & REFUNDS

Returns and refunds are allowed under the following conditions:

  • The product received is damaged, defective, or incorrect.
  • The product is missing components as per the order.
  • A technical issue resulted in an incorrect charge.
  • The request is made within 48 hours of receiving the order.

Non-Returnable Items

  • Opened, consumed, or used drinking water products.
  • Orders placed incorrectly by the customer.
  • Items damaged after delivery.

2. RETURN PROCESS

To request a return:

  1. Contact Customer Support at 0189555156 within 48 hours.
  2. Provide your order number, proof of purchase, and photos (if applicable).
  3. Our team will review your request within 1–2 business days.
  4. If approved, we will arrange a return pickup or provide further instructions.

3. REFUND POLICY

  • Approved refunds will be processed within 3–5 business days.
  • Refunds will be credited to the original payment method (debit/credit card, online transfer, or store credit).
  • For cash-on-delivery (COD) orders, store credit may be issued instead of a refund.

Refund Exceptions

  • Delivery fees are non-refundable unless the return is due to our error.
  • Refunds will not be issued for products damaged after delivery.

4. ORDER CANCELLATION POLICY

  • Orders may be canceled at least 4 hours before delivery.
  • Orders already processed, dispatched, or delivered cannot be canceled.
  • Successful cancellations may result in a refund or store credit.

5. SERVICE & DIGITAL PURCHASES

For App and Website services, including subscriptions and in-app purchases:

  • Subscription Plans are non-refundable once activated.
  • In-App Purchases are refundable only if charged in error.
  • Technical Issues should be reported to customer support for troubleshooting.

6. DELIVERY ISSUES

If your order is delayed, missing, or delivered incorrectly:

  • Contact us at 018-9555156.
  • We will investigate and provide a resolution (re-delivery, refund, or store credit).
  • Refunds may not be issued for delays caused by traffic, weather, or force majeure.

7. CUSTOMER SUPPORT

For assistance, contact:

📧 Email: info@lwf.my
📞 Phone: 018-9555156

By using our services, you agree to these Terms & Conditions and Return & Refund Policy. Life Waterfall Drinking Water reserves the right to modify these terms at any time.

Thank you for choosing Life Waterfall Drinking Water! 💧