Refund & Cancellation Policy / Polisi Bayaran Balik & Pembatalan

1. Try before you pay

Every new account starts with a 30-day free trial with no credit card required, so you can evaluate the platform fully before paying anything. You are only charged once you subscribe to a paid plan with a debit or credit card. From then on your card is charged automatically through Stripe at the start of each monthly or yearly billing period until you cancel.

2. Cancelling your subscription

• You may cancel at any time in Settings > Billing, or by emailing us. There is no cancellation fee.
• Cancellation stops future automatic charges. Your plan stays active until the end of the period you have already paid for, after which the account moves to read-only mode and your data is kept as described in our Privacy Notice.

3. When fees are refundable

Because the free trial lets you test the service first, subscription fees already paid are generally non-refundable, including for partially used billing periods. We will, however, refund you in the following cases:

• Duplicate or incorrect charges, such as being charged twice or charged the wrong amount: full refund of the excess.
• Charges after cancellation, where a renewal was charged after you had cancelled in time: full refund of that renewal.
• Material reduction of service, where we remove or materially reduce core functionality of your paid plan and you choose to terminate: pro-rated refund of prepaid fees for the unused period.
• Extended unavailability, where the service is unavailable for more than 72 consecutive hours due to a fault on our side: pro-rated credit or refund for the affected period, on request.
• Any other case where a refund is required under Malaysian law, including the Consumer Protection Act 1999.

4. How to request a refund

1. Email hello@traveltour.io within 30 days of the charge, from the email address registered on your account.
2. Include your company name, the invoice or transaction reference, and the reason for the request.
3. We will acknowledge your request within 3 working days and give you a decision within 7 working days.

5. How refunds are paid

Approved refunds are returned to the card that was charged, through our payment processor Stripe, within 14 working days of approval. The time for the money to appear in your account depends on your bank or card issuer. Where the original method cannot be refunded, we will transfer the amount to a Malaysian bank account in the name of the paying company.

6. Purchases through the Apple App Store or Google Play

If you subscribed through an in-app purchase, the payment was processed by Apple or Google, and we cannot issue the refund ourselves. Request it from Apple at reportaproblem.apple.com, or from Google Play under Payments & subscriptions in the Play Store app. Cancel the renewal in your device's subscription settings; deleting the app does not cancel it.

7. Payments to travel agencies

Travel agencies use Traveltour.io to collect payments for their own trips and packages. Traveltour.io is not the seller of those trips and does not hold those funds. Requests to cancel a booking or refund a trip payment must be made to the agency that sold it, under that agency's terms and conditions and in accordance with its obligations under Malaysian consumer law and its MOTAC licence.

8. Contact

Teras Core Technology Sdn. Bhd. (202601029932 (1692027))
No 26-1 Jalan Sunsuria 1B/2, Jasper Square, Bandar Sunsuria, 43900 Sepang, Selangor
Email: hello@traveltour.io
Monday to Friday, 9am to 6pm (MYT)

1. Cuba dahulu sebelum bayar

Setiap akaun baharu bermula dengan percubaan percuma 30 hari tanpa kad kredit, supaya anda boleh menilai platform sepenuhnya sebelum membuat sebarang bayaran. Anda hanya dicaj selepas anda melanggan pelan berbayar dengan kad debit atau kredit. Selepas itu kad anda dicaj secara automatik melalui Stripe pada permulaan setiap tempoh pengebilan bulanan atau tahunan sehingga anda membatalkannya.

2. Membatalkan langganan

• Anda boleh membatalkan pada bila-bila masa di Tetapan > Pengebilan, atau dengan menghantar emel kepada kami. Tiada caj pembatalan.
• Pembatalan menghentikan caj automatik akan datang. Pelan anda kekal aktif sehingga tamat tempoh yang telah dibayar, selepas itu akaun bertukar ke mod baca sahaja dan data anda disimpan seperti yang diterangkan dalam Notis Privasi kami.

3. Bila yuran boleh dikembalikan

Oleh kerana percubaan percuma membolehkan anda menguji perkhidmatan terlebih dahulu, yuran langganan yang telah dibayar secara amnya tidak dikembalikan, termasuk bagi tempoh pengebilan yang digunakan sebahagiannya. Walau bagaimanapun, kami akan membuat bayaran balik dalam keadaan berikut:

• Caj berganda atau salah, seperti dicaj dua kali atau dicaj jumlah yang salah: bayaran balik penuh bagi lebihan.
• Caj selepas pembatalan, jika pembaharuan dicaj selepas anda membatalkan dalam masa: bayaran balik penuh bagi pembaharuan tersebut.
• Pengurangan perkhidmatan yang material, jika kami membuang atau mengurangkan fungsi teras pelan berbayar anda secara material dan anda memilih untuk menamatkan langganan: bayaran balik pro-rata bagi tempoh yang belum digunakan.
• Gangguan berpanjangan, jika perkhidmatan tidak dapat digunakan melebihi 72 jam berturut-turut akibat kerosakan di pihak kami: kredit atau bayaran balik pro-rata bagi tempoh terjejas, atas permintaan.
• Sebarang keadaan lain di mana bayaran balik dikehendaki di bawah undang-undang Malaysia, termasuk Akta Perlindungan Pengguna 1999.

4. Cara memohon bayaran balik

1. Emel hello@traveltour.io dalam tempoh 30 hari dari tarikh caj, menggunakan alamat emel yang didaftarkan pada akaun anda.
2. Nyatakan nama syarikat, rujukan invois atau transaksi, dan sebab permohonan.
3. Kami akan mengesahkan penerimaan dalam tempoh 3 hari bekerja dan memberikan keputusan dalam tempoh 7 hari bekerja.

5. Cara bayaran balik dibuat

Bayaran balik yang diluluskan dikembalikan kepada kad yang telah dicaj, melalui pemproses pembayaran kami Stripe, dalam tempoh 14 hari bekerja selepas kelulusan. Tempoh wang dikreditkan ke akaun anda bergantung kepada bank atau pengeluar kad anda. Jika kaedah asal tidak dapat dikembalikan, kami akan memindahkan jumlah tersebut ke akaun bank Malaysia atas nama syarikat yang membuat bayaran.

6. Pembelian melalui Apple App Store atau Google Play

Jika anda melanggan melalui pembelian dalam aplikasi, bayaran diproses oleh Apple atau Google, dan kami tidak dapat membuat bayaran balik sendiri. Mohon daripada Apple di reportaproblem.apple.com, atau daripada Google Play di bawah Pembayaran & langganan dalam aplikasi Play Store. Batalkan pembaharuan dalam tetapan langganan peranti anda; memadam aplikasi tidak membatalkan langganan.

7. Bayaran kepada agensi pelancongan

Agensi pelancongan menggunakan Traveltour.io untuk menerima bayaran bagi trip dan pakej mereka sendiri. Traveltour.io bukan penjual trip tersebut dan tidak memegang dana tersebut. Permohonan untuk membatalkan tempahan atau bayaran balik trip mesti dibuat kepada agensi yang menjualnya, di bawah terma dan syarat agensi tersebut dan selaras dengan kewajipannya di bawah undang-undang pengguna Malaysia dan lesen MOTAC-nya.

8. Hubungi kami

Teras Core Technology Sdn. Bhd. (202601029932 (1692027))
No 26-1 Jalan Sunsuria 1B/2, Jasper Square, Bandar Sunsuria, 43900 Sepang, Selangor
Emel: hello@traveltour.io
Isnin hingga Jumaat, 9 pagi hingga 6 petang (MYT)