Refund & Cancellation Policy

Nightlife Connect is a marketplace platform that connects customers with nightlife venues in Malaysia. We facilitate reservations, food and drink orders, and event bookings. When you make a payment through Nightlife Connect, your funds are held by the platform and allocated to venues upon fulfilment. This policy explains how cancellations and refunds work on our platform.

You may cancel a reservation directly from your booking in the Nightlife Connect app or website. Cancellation is available to the reservation owner and to platform administrators.

• Free cancellation: You may cancel your reservation free of charge up to 24 hours before the scheduled reservation time.
• Late cancellation (within 24 hours): Cancellations made fewer than 24 hours before the reservation time are still eligible for a wallet credit refund, however, late cancellations may impact venue availability and the venue's ability to fill the slot. [DECISION REQUIRED — should late cancellations incur a fee, partial refund, or remain fully refundable to wallet?]
• VIP / Bottle Service Deposits: VIP table reservations and bottle service deposits are non-refundable once confirmed. This covers the venue's cost of reserving and preparing premium seating and inventory. [DECISION REQUIRED — confirm whether all VIP/bottle service deposits are fully non-refundable, or whether a partial refund applies before the 24-hour window.]

If a venue cancels an event after you have booked and paid, you are entitled to a full refund of your booking amount and any service fees paid. The refund will be credited to your Nightlife Connect wallet. You will be notified via email and/or in-app notification when a venue cancels an event. [DECISION REQUIRED — should there be a specific notification timeline, e.g., "within 48 hours of the venue's cancellation decision"?]

A no-show is recorded when a customer fails to arrive for a confirmed reservation and has not scanned their entry pass. Our system automatically marks unscanned past-dated reservations as NO_SHOW after the reservation date has passed.

• No-show reservations are not automatically refunded. Once marked as NO_SHOW, the reservation is considered fulfilled and the payment is allocated to the venue and platform as normal.
• If you believe a no-show was recorded in error (e.g., you attended but your pass was not scanned), please contact support with your booking reference and any supporting evidence.
• [DECISION REQUIRED — should there be a grace period before no-show status is assigned? Should no-shows carry an additional penalty fee? Currently, no explicit no-show charge mechanism exists in the system.]

All refunds on Nightlife Connect are processed as credits to your Nightlife Connect wallet. We do not currently support refunds to the original payment method (credit card, DuitNow, or other payment source).

• Refunds are credited to your Nightlife Connect wallet balance upon cancellation approval.
• Your wallet balance can be used for future bookings, reservations, and orders on the platform.
• Customer wallet balances are not currently withdrawable to an external bank account. The wallet is designed for use within the Nightlife Connect ecosystem. [DECISION REQUIRED — should customer wallet withdrawal to bank be supported in the future? If so, this policy should be updated accordingly.]
• We are working towards integrating payment provider refund capabilities to allow refunds to the original payment method. Until that feature is available, wallet credit is the only refund method.

Nightlife Connect charges a service fee on each booking. When a reservation is cancelled and a refund is processed, the service fee you paid is refunded along with the booking amount — both are credited back to your wallet.

• The platform commission (earned by Nightlife Connect on each transaction) is reversed from venue and platform ledger entries when a refund is processed.
• You will receive a refund equal to the total amount you paid, which includes the reservation price and the service fee.

For walk-in sessions, individual items added to your tab may be removed or refunded by the venue owner at their discretion. If an item is removed from your tab before settlement, the charge for that item is reversed. If you have already settled your tab and believe an item should be refunded, please contact the venue directly or reach out to Nightlife Connect support.

To request a refund or cancellation, you can:

• Cancel directly: Use the cancel button on your booking details page in the Nightlife Connect app or website (available up to the cancellation window).
• Contact support: Email support@nightlifeconnect.com with your reservation/booking reference number, a description of the issue, and any relevant details.
• Include your full name, registered email address, and booking reference to help us process your request quickly.
• We aim to respond to all refund and cancellation enquiries within 3 business days.

Refund processing times depend on the refund method:

• Wallet credits: Applied instantly upon cancellation approval. You will see the refunded amount in your Nightlife Connect wallet balance and in your transaction history.
• Manual reviews: In some cases (e.g., disputes, suspected fraud, or edge cases), a refund may require manual review by our team. We will notify you if additional time is needed and aim to resolve these within 7 business days.
• [DECISION REQUIRED — should there be a maximum processing time SLA for manual reviews? Currently, there is no explicit manual review workflow in the system.]

If you disagree with a refund decision or believe a refund was not processed correctly:

• Contact support@nightlifeconnect.com with your booking reference and a description of the dispute.
• Our team will review the transaction, ledger entries, and refund allocation records.
• If the dispute cannot be resolved by our support team, it may be escalated to the platform operator for a final decision.
• We aim to resolve all disputes within 14 business days of the initial complaint.

We reserve the right to update this Refund & Cancellation Policy at any time. Material changes will be notified via email or a prominent notice on our platform. The "Last updated" date at the top of this page reflects the most recent revision. Your continued use of Nightlife Connect after changes are posted constitutes acceptance of the updated policy.

For questions about this policy, refund requests, or cancellation enquiries, contact us at:

• Email: support@nightlifeconnect.com
• Nightlife Connect — Operated by UMENDRAN A/L MUNIANDY
• SSM Registration: 202603216147 (003879689-T)
• Kuala Lumpur, Malaysia