Refund Policy

1. Scope of this policy

This policy applies to payments made directly to PAPA 88 SOLUTION for accommodation placement, driver arrangements, vehicle-rental coordination and related management or agency services.

Some services are supplied by independent hotels, property operators, vehicle providers or drivers. Their cancellation rules may also apply. Any important supplier-specific terms will be communicated with the quotation or booking confirmation.

2. Booking-specific cancellation terms

Cancellation deadlines and any non-refundable deposit or third-party charge may vary by booking. The applicable terms will be provided before payment or confirmation. By confirming a booking, you accept those disclosed terms.

3. When a refund may be available

A full or partial refund may be available where:

• PAPA 88 SOLUTION cancels a confirmed service and cannot offer a reasonable replacement;
• you made a duplicate payment or were charged an incorrect amount;
• you cancel within the period permitted by the booking confirmation; or
• the service was materially different from what was confirmed and the issue cannot reasonably be corrected.

Where only part of a service was affected, any refund may be limited to the affected portion.

4. Non-refundable circumstances

Except where required by law, refunds are generally not available for:

• services already completed or used;
• no-shows, missed pick-ups or customer delays;
• late cancellations outside the confirmed cancellation period;
• non-refundable deposits or supplier charges clearly disclosed before payment;
• changes of mind after arrangements have been confirmed or work has begun; or
• problems caused by inaccurate information, unsuitable conduct or a failure to meet legal travel, identification or licence requirements.

5. Changes outside our control

Traffic, severe weather, road closures, government restrictions, supplier disruption and other events outside reasonable control may affect a service. Where practical, we will first try to reschedule, replace or provide a suitable alternative. Refunds will depend on the unused service and any recoverable third-party payment.

6. How to request a cancellation or refund

Contact us as soon as possible by phone or WhatsApp and provide:

1. the booking name and contact number;
2. the service and scheduled date;
3. the reason for the request; and
4. relevant receipts, payment records or supporting information.

The time we receive the written WhatsApp message will be used when applying any cancellation deadline.

7. Refund processing

Approved refunds are normally processed within 7–14 business days using the original payment method where reasonably possible. Banks and payment providers may require additional processing time. Any agreed third-party or administrative deduction will be explained before the refund is issued.

8. Your legal rights

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded under applicable Malaysian law. If this policy conflicts with a non-excludable legal right, that legal right will apply.