Refund Policy

Understanding your rights and the refund process

1. Introduction

At VisitKedah, we strive to provide a transparent and fair refund policy. This policy outlines the circumstances under which you may be eligible for a refund, the process to request a refund, and the timeline for refund processing.

Please note that refunds are processed in accordance with the vendor's cancellation policy and our platform's terms and conditions.

2. Refund Eligibility

2.1 Eligible for Full Refund
  • ✅ Eligible Booking Cancellation: If you cancel your booking within the vendor's free cancellation period.
  • ✅ Eligible Service Not Delivered: If the vendor fails to provide the service as described in their listing.
  • ✅ Eligible Duplicate Payment: If you accidentally made multiple payments for the same booking.
  • ✅ Eligible Technical Error: If you were charged due to a technical error on our platform.
  • ✅ Eligible Vendor Cancellation: If the vendor cancels your booking for any reason.
2.2 Not Eligible for Refund
  • ❌ Not Eligible Change of Mind: If you simply change your mind after booking without valid reason.
  • ❌ Not Eligible No-Show: If you fail to show up for your booking without prior cancellation.
  • ❌ Not Eligible User Error: If you provide incorrect information (wrong dates, wrong number of guests, etc.).
  • ❌ Not Eligible Third-Party Payments: If you made payments outside our platform.
  • ❌ Not Eligible Late Cancellation: If you cancel after the vendor's cancellation deadline.
2.3 Partial Refund
  • ⚠️ Partial Late Cancellation: If you cancel after the free cancellation period but before the booking date, you may receive a partial refund (subject to vendor policy).
  • ⚠️ Partial Early Departure: If you check out early from an accommodation (subject to vendor approval).
  • ⚠️ Partial Force Majeure: Cancellations due to natural disasters, government restrictions, or other uncontrollable events (subject to vendor discretion).

3. Refund Process

1
Submit Request

Contact us via email at support@visitkedah.my or through our Contact Form. Provide your booking number, reason for refund, and any supporting documents.

2
Review Period

Our team will review your request within 5-7 business days. We may contact you for additional information if needed.

3
Approval & Processing

If your request is approved, we will process your refund within 5-10 business days. The refund will be issued using the same payment method you used for the original booking.

4
Confirmation

You will receive an email confirmation once your refund has been processed. Please allow additional time for the refund to appear in your account.

4. Refund Timeline

  • Review Period: 5-7 business days after submission
  • Processing Time: 5-10 business days after approval
  • Bank Processing: 3-5 business days (may vary by bank)
  • Total Time: Approximately 2-3 weeks from submission to refund receipt
Important Note

The timeline may vary depending on your bank or payment provider. Some refunds may take longer during public holidays or peak seasons.

5. How to Request a Refund

Option 1: Email

Send an email to support@visitkedah.my with the subject line "Refund Request - [Booking Number]" and include:

  • Your full name
  • Booking number
  • Date of booking
  • Reason for refund request
  • Supporting documents (screenshots, receipts, etc.)

Option 2: Contact Form

Visit our Contact Page and select "Refund Request" as the subject. Fill in your details and provide a detailed explanation of your request.

💡 Pro Tip:

Keep your booking confirmation number and any communication with the vendor for reference. This will help us process your refund faster.

6. Frequently Asked Questions

How long does it take to get a refund?

It typically takes 2-3 weeks from submission to refund receipt. This includes 5-7 business days for review, 5-10 business days for processing, and additional time for bank processing.

Can I get a refund if I cancel my booking?

It depends on the vendor's cancellation policy. Some vendors offer free cancellation up to a certain date, while others may charge a cancellation fee. Check the specific policy for your booking.

What if the vendor doesn't provide the service?

If a vendor fails to provide the service as described, you are eligible for a full refund. Please provide evidence (screenshots, photos, etc.) when submitting your refund request.

Can I get a refund for "Pay Later" bookings?

Yes, "Pay Later" bookings follow the same refund policy. If you haven't made payment yet, you can simply cancel the booking. If you've paid after confirmation, the standard refund policy applies.

What if I made a mistake when booking?

If you made a mistake (wrong dates, wrong number of guests, etc.), please contact us immediately. While refunds for user errors are not guaranteed, we will do our best to help you resolve the issue.

How will I receive my refund?

Refunds will be issued using the same payment method you used for the original booking. For example, if you paid via credit card, the refund will be credited to that card.

7. Need Help?

If you have any questions about our refund policy or need assistance with a refund request, please don't hesitate to contact us:

Contact Support View My Bookings