Cancellation & Refund Policy

1. What this policy covers

This policy covers paid, individual indoor golf sessions booked directly with Golf24, operated by Flagstick Ventures Sdn Bhd. It does not introduce membership, subscription or package refund terms. All deadlines use Malaysia time (UTC+8).

The live-payment wording below is prepared for merchant review. The current checkout uses Billplz Sandbox: simulated payments involve no real money, and test bookings do not grant venue access. No cash refund is due for a purely simulated transaction. If you believe real money was taken unexpectedly, contact the merchant and your payment provider for investigation.

2. Customer cancellations: the 48-hour rule

You may cancel a paid session for a full refund if your cancellation request is received through our published customer-service contact channel at least 48 hours before the scheduled session start. Exactly 48 hours qualifies. We use the time your request is received, not the time staff later process it. Keep a copy of your request.

For example, for a session starting at 8:00 pm on a Saturday, the cancellation must be received by 8:00 pm on the preceding Thursday. This example uses Malaysia time.

If you cancel less than 48 hours before the start, fail to attend, arrive late or choose to leave early, the unused time is generally non-refundable. The exceptions below and your mandatory legal rights still apply.

A full refund means the amount actually paid to Golf24 for the cancelled session, including any compulsory charge included in that payment. We do not deduct an administrative cancellation fee from an eligible full refund. Any separate charge imposed directly by your bank is subject to that bank’s terms.

3. If Golf24 cannot provide the session

If we cancel your session or cannot provide it because of a venue closure, access failure or equipment problem within our responsibility, you may choose a full refund for the unsupplied session or an alternative session that you expressly accept. We will not impose credit or a replacement time instead of a refund to which you are entitled.

If a confirmed session is materially interrupted by a venue issue, tell us promptly. We will assess an appropriate remedy, including a refund for the unusable portion or a fuller refund where required by the circumstances or law. We will not treat a venue-caused failure as a customer no-show.

4. Duplicate, excess, late or unconfirmed payments

A verified duplicate or excess payment will be corrected and the duplicate or excess amount refunded. A failed or cancelled payment that did not result in a completed charge does not require a refund; a temporary bank authorisation may instead need to be released by the bank.

If a payment is received after a reservation expires or is cancelled, it does not automatically restore the booking. We will investigate the payment and availability. If no agreed session is supplied, an actual collected payment will be refunded. A payment-state mismatch should be reported before attempting to pay again.

5. Rescheduling and unpaid holds

Requests to move a session are subject to availability and written confirmation. Until a change is confirmed, the original session remains in place. Where a new booking is necessary, the original session is subject to the cancellation rule above, and any new price must be disclosed before you agree.

Cancelling an unpaid hold releases the reserved time. It does not trigger a cash refund because no completed payment has been collected. The website’s current cancel function applies to unpaid holds; paid cancellations are handled by the venue.

6. How to request a cancellation or refund

We may verify that you are the booking customer or authorised payer. We will acknowledge the request, explain the decision and provide the amount and refund reference where available. If a request is declined, you may ask for the reason and provide relevant additional information.

The example email on this draft is not monitored. A genuine customer-service contact must be supplied before this policy can be used for live bookings.

• Contact the customer-service email or telephone published in the merchant details below. State clearly that you want to cancel or request a refund; an enquiry about availability alone is not a cancellation.
• Provide your booking reference, booking name, session date and time, payment reference if available, and a brief explanation. Keep the payment receipt and your request timestamp.
• Do not send passwords, one-time codes or complete card details. If a payment method requires limited bank information for a refund, we will explain what is needed and arrange an appropriate verification channel.

7. Refund method and processing time

Approved refunds will be returned to the original payment method where supported. If the payment method requires another route, we will agree a verified method with the original payer. We do not require you to accept store credit instead of an eligible monetary refund.

Proposed service targets, pending merchant confirmation: review a complete request within 3 working days and initiate an approved refund within 7 working days after approval. These targets are draft operational proposals, not confirmed service commitments.

A working day means Monday to Friday, excluding public holidays observed in Kuala Lumpur. The payment provider or bank may take additional time to display the funds after we initiate the refund. We will communicate an available provider estimate and reference; we cannot guarantee the bank’s posting date. Contact us if the stated estimate passes without receipt.

Refund requests are manually reviewed. This policy does not claim that the website automatically approves or executes refunds.

8. Exceptions, disputes and statutory rights

Nothing in this policy excludes a refund or other remedy required by applicable consumer law. We will assess exceptional circumstances fairly and explain any alternative offered. Optional goodwill arrangements do not reduce mandatory rights.

You may contact us for review of a decision, and you retain any applicable rights to raise a dispute with your bank, payment provider, competent regulator, tribunal or court. We do not require you to waive those rights as a condition of receiving a refund owed to you.

9. Policy version

The refund policy presented when a booking is confirmed applies to that booking, unless a change is required by law or agreed with the customer. Future changes will not retrospectively remove an existing refund entitlement. This draft has a preparation date only and is not yet effective.