Digital Trustees Berhad – Will Writing Services via Gambit Will Plan Platform
1. Introduction
This Service Charges and Refund Policy applies to Will Writing Services provided by Digital Trustees Berhad (“DTB”, “we”, “our” or “us”) through the Gambit Will Plan online platform hosted at gwp.digitaltrustees.com.my (“Platform”).
The Platform is provided, maintained, or operated by Gambit Will Plan as a technology platform and digital service channel for DTB. DTB is the service provider of the Will Writing Services purchased through the Platform, unless expressly stated otherwise.
By purchasing any Will Writing Services package through the Platform, the customer (“Customer”, “you” or “your”) agrees to the applicable service charges, payment terms, processing timeline, cancellation conditions, and refund conditions stated in this policy.
2. Role of Digital Trustees Berhad
DTB is responsible for service fulfilment, customer information review, document preparation, administrative processing, customer support, amendments, record keeping, and other service-related matters based on the package selected by the Customer.
3. Role of Gambit Will Plan Platform
The Gambit Will Plan platform hosted at gwp.digitaltrustees.com.my is used as the digital platform for customer registration, package selection, information submission, payment processing, document workflow, customer communication, service administration, and related support.
Gambit Will Plan is to provide technology, hosting, system maintenance, customer support coordination, payment facilitation, workflow management, and other platform-related services to support the delivery of the Will Writing Services.
Unless expressly stated otherwise, Gambit Will Plan is not the trustee, will writing service provider, legal adviser, tax adviser, financial adviser, estate administrator, or probate adviser.
4. Nature of Services
DTB provides Will Writing Services which may include, depending on the selected package:
a. online will writing application;
b. collection of customer information;
c. preparation of will writing instructions;
d. drafting or preparation of a will document;
e. customer review and confirmation;
f. permitted amendment or revision support;
g. guidance on execution requirements;
h. secure record keeping or storage services, where applicable; and
i. other related estate planning support services offered from time to time.
The exact services included will depend on the package selected by the Customer at the time of purchase.
5. Service Charges
The service fee payable by the Customer shall be based on the Will Writing Services package selected at the point of purchase.
For standard Will Writing Services, the service charges currently range from RM700.00 to RM1,500.00, depending on the selected package, service scope, document complexity, promotional campaign, and any additional support services included.
The package price may include:
a. service fee for will writing preparation;
b. administrative processing fee;
c. document preparation fee;
d. customer support fee;
e. platform access or processing fee, where applicable;
f. applicable tax, including Sales and Service Tax (“SST”) where applicable; and
g. any other charges clearly stated before payment is made.
For customised Will Writing Services, the charges may differ from the standard package range. Customised services may be quoted separately based on the Customer’s requirements, estate structure, number of beneficiaries, special instructions, complexity of assets, additional consultation, trustee-related arrangements, or any other customised scope requested by the Customer.
All prices shall be displayed in Ringgit Malaysia (RM), unless otherwise stated.
The final service fee will be shown to the Customer before payment is made. By proceeding with payment, the Customer confirms that they have reviewed and accepted the applicable service charges for the selected package or customised service.
DTB reserves the right to update, revise, amend, or discontinue any package, promotion, or pricing from time to time. Any changes shall not affect purchases that have already been successfully paid and accepted, unless otherwise agreed with the Customer.
6. Payment Terms
Full payment must be made before DTB commences the Will Writing Services, unless otherwise approved in writing by DTB.
Payment may be made through the available payment methods displayed on the Platform, which may include online banking, debit card, credit card, e-wallet, DuitNow, FPX, or other approved payment channels supported by the appointed payment gateway provider.
A payment is considered successful only when DTB, Gambit Will Plan, or the appointed payment gateway receives payment confirmation from the payment gateway, bank, or relevant payment channel.
DTB and Gambit Will Plan shall not be responsible for any delay caused by unsuccessful, pending, reversed, rejected, disputed, or incomplete payment transactions.
DTB is under no obligation to commence the Will Writing Services until cleared funds have been received.
7. Payment Gateway and Transaction Charges
Payments through the Platform may be processed by an appointed third-party payment gateway.
The Customer may be subject to transaction processing rules, bank approval requirements, payment authentication, fraud screening, chargeback rules, settlement rules, or payment gateway terms imposed by the relevant payment provider, card issuer, bank, or e-wallet operator.
Any payment gateway charges, bank charges, card charges, administrative charges, or transaction fees, if applicable, may be included in the package price or separately displayed before checkout.
Where any transaction fee is charged by a bank, card issuer, e-wallet provider, or payment gateway and is non-refundable by the relevant provider, DTB reserves the right to deduct such non-refundable cost from any approved refund, where permitted by law and clearly communicated to the Customer.
8. Service Commencement
The service is deemed to have commenced once any of the following has occurred:
a. the Customer has submitted personal information or will writing instructions;
b. DTB or its authorised support team has started reviewing the Customer’s information;
c. DTB has prepared, drafted, generated, or reviewed the Customer’s will document;
d. DTB has assigned the request to its service team, agent, drafter, or professional support personnel;
e. the Customer has accessed the online will writing module or downloaded any prepared document; or
f. DTB or the Platform support team has begun providing any consultation, support, review, or administrative service relating to the purchased package.
9. Refund Eligibility
A refund may be considered under the following circumstances
a. duplicate payment was made for the same service package;
b. payment was successfully charged but the order was not created due to a system error;
c. the selected service package is unavailable and DTB is unable to provide an alternative;
d. the Customer cancels the purchase before service commencement; or
e. any other reason approved by DTB at its sole discretion.
All refund requests are subject to verification, approval, payment status confirmation, and the terms stated in this policy.
10. Non-Refundable Circumstances
Unless otherwise required by law, the service fee is generally non-refundable once the service has commenced.
Refunds will not normally be provided in the following circumstances:
a. the Customer changes their mind after service commencement;
b. the Customer provides incorrect, incomplete, outdated, or false information;
c. the Customer fails to submit required information or documents after payment;
d. the Customer delays or does not proceed with the will writing process after DTB has commenced work;
e. the will document has been drafted, generated, reviewed, prepared, or delivered;
f. the Customer has downloaded, viewed, received, or approved the will document;
g. the Customer requests cancellation after consultation, review, drafting, or administrative work has started;
h. the Customer is dissatisfied due to matters outside the stated package scope;
i. the Customer requests services not included in the selected package;
j. the Customer fails to execute, sign, witness, or complete the will after the document has been prepared;
k. the Customer raises issues caused by changes in personal circumstances after the service has commenced; or
l. the Customer does not respond to DTB’s or the Platform support team’s request for information within a reasonable period.
11. Partial Refund
DTB may, at its discretion, approve a partial refund if part of the service has been completed but the full service has not yet been delivered.
The partial refund amount shall be determined after taking into account:
a. work already performed;
b. administrative processing completed;
c. consultation or support already provided;
d. document preparation or drafting already carried out;
e. technology platform or processing costs incurred;
f. third-party costs incurred;
g. payment gateway or bank charges, where applicable; and
h. any other reasonable cost incurred by DTB, Gambit Will Plan, or authorised service providers in supporting the service.
12. Refund Request Procedure
To request a refund, the Customer must submit a written request to DTB or the authorised Platform support team within seven (7) calendar days from the payment date, unless a longer period is required by applicable law or approved by DTB.
The refund request should include:
a. Customer full name;
b. registered email address or mobile number;
c. order number or invoice number;
d. payment date;
e. payment amount;
f. transaction reference number;
g. package purchased; and
h. reason for refund request.
DTB or the Platform support team may request additional information or supporting documents to verify the refund request.
13. Refund Processing Timeline
Approved refunds will be processed within a reasonable period after DTB has completed its verification and approval process.
The actual time for the refunded amount to appear in the Customer’s bank account, card account, or e-wallet may vary depending on the payment method, payment gateway, bank, card issuer, or e-wallet provider.
Where possible, refunds will be made to the original payment method used for the transaction.
DTB and Gambit Will Plan shall not be responsible for delays caused by the Customer’s bank, card issuer, e-wallet provider, payment gateway, or other third-party payment service provider.
DTB does not guarantee any particular processing time once the refund has been released to the payment provider.
14. Failed, Pending, or Duplicate Transactions
If the Customer experiences a failed, pending, or duplicate payment transaction, the Customer should notify DTB or the Platform support team with the relevant transaction details.
DTB, Gambit Will Plan, or the appointed payment gateway will verify the payment status before confirming whether the payment has been successfully received, failed, reversed, pending, or duplicated.
If a duplicate payment is confirmed, DTB may process a refund for the duplicate amount, subject to verification and applicable payment gateway or banking procedures.
15. Cancellation by Customer
A Customer may request cancellation before service commencement.
Once the service has commenced, cancellation requests may not be eligible for a refund, or may only be eligible for a partial refund, depending on the stage of work completed and costs incurred.
All cancellation requests are subject to DTB’s review and approval.
16. Cancellation by DTB
DTB reserves the right to cancel an order or service request if:
a. payment is unsuccessful, reversed, charged back, or suspected to be fraudulent;
b. the Customer fails to provide required information;
c. the Customer provides false, misleading, incomplete, or suspicious information;
d. DTB is unable to provide the service due to legal, regulatory, compliance, or operational reasons;
e. the service request falls outside the scope of DTB’s Will Writing Services;
f. the Customer misuses the Platform or breaches applicable terms; or
g. there are reasonable concerns relating to fraud, identity, legal capacity, or suspicious transaction activity.
Where cancellation is initiated by DTB and no service has commenced, DTB may refund the amount paid by the Customer, subject to applicable deductions and verification.
17. Chargebacks and Disputes
If the Customer raises a chargeback, payment dispute, or payment reversal through a bank, card issuer, e-wallet provider, or payment service provider, DTB reserves the right to suspend the service until the matter is resolved.
The Customer agrees to cooperate with DTB, Gambit Will Plan, the payment gateway, bank, card issuer, or payment provider by providing all necessary information to verify the transaction and resolve the dispute.
DTB reserves the right to recover any costs, fees, administrative expenses, or chargeback-related losses arising from invalid, fraudulent, or unjustified disputes, where permitted by law.
18. Taxes
All service charges are subject to applicable taxes, duties, or government charges, including SST where applicable.
If a refund is approved, the refundable tax amount, if any, will be handled in accordance with applicable tax rules and payment processing requirements.
19. Promotions and Campaign Pricing
From time to time, DTB may offer promotional packages, campaign pricing, discounts, vouchers, or special offers through the Platform.
Promotional pricing may be subject to campaign period, package conditions, usage limits, customer eligibility, or other terms stated at the time of purchase.
Unless otherwise stated, promotional packages are not exchangeable for cash and may not be combined with other offers.
Refunds for promotional packages, if approved, shall be based on the actual amount paid by the Customer, subject to deductions and conditions stated in this policy.
20. Customised Services
Customised Will Writing Services are quoted separately and may be subject to separate payment terms, milestones, service scope, and refund conditions.
Once DTB has commenced work on a customised service, including review, consultation, drafting, preparation, or coordination, the paid amount may be non-refundable or partially refundable only at DTB’s discretion.
Any customised quotation accepted by the Customer shall form part of the applicable service terms.
21. Amendments to This Policy
DTB may amend this Service Charges and Refund Policy from time to time to reflect changes in services, pricing, payment process, regulatory requirements, platform arrangements, or business operations.
The latest version of this policy shall be made available on the Platform or other official digital channel.
Continued use of the Platform or Will Writing Services after any update shall constitute acceptance of the revised policy.
22. Contact Information
For enquiries, refund requests, cancellation requests, or payment-related support, Customers may contact DTB or the authorised Platform support team through the official customer service email, hotline, or support channel stated on the Platform.
All refund requests are subject to verification, approval, and the terms stated in this policy.