At KL Short Term Rentals, we aim to provide a seamless and enjoyable booking experience. We understand that plans can change, so we have outlined the following refund and cancellation policy to ensure transparency and fairness for our guests:

1. Booking Confirmation

  • All bookings are considered confirmed once payment is successfully processed via our secure payment methods (credit/debit card or bank transfer).

  • Guests will receive a confirmation email containing the booking details, total amount paid, and any applicable terms.

2. Cancellation Policy

  • Flexible Cancellations: Guests may cancel their booking up to 7 days before check-in for a full refund of the total amount paid, excluding the booking fee.

  • Moderate Cancellations: Cancellations made 3 to 6 days before check-in are eligible for a 50% refund of the total amount paid, excluding the booking fee.

  • Strict Cancellations: Cancellations made less than 3 days before check-in are non-refundable.

3. Deposit Refunds

  • If a security deposit was collected, it will be refunded within 3-5 business days after check-out, provided there are no damages to the property. This will give us enough time to check out for damages and the condition of the unit.

  • Any damages, missing items, or extra cleaning requirements will be deducted from the deposit, and the guest will be notified of the deduction.

4. Payment Method Refunds

  • Refunds for credit/debit card payments will be processed back to the original card within 5–10 business days.

  • Bank transfer refunds will be processed to the same bank account used for payment, within 7–10 business days.

  • Refunds may take additional time depending on the financial institution.

5. Partial Refunds

  • Guests who shorten their stay after check-in may be eligible for a partial refund, calculated based on the remaining nights minus applicable fees.

  • Refunds for partial stays are subject to management approval.

6. Non-Refundable Items

  • Booking fees, membership fees, or convenience fees are non-refundable under all circumstances.

7. Force Majeure

  • In the event of circumstances beyond our control (e.g., natural disasters, government restrictions, pandemics), KL Short Term Rentals reserves the right to offer full refunds, alternative dates, or credits for future bookings.

  • Guests will be notified as soon as possible if such events affect their stay.

8. How to Request a Refund

  • Refund requests must be submitted in writing via our contact form or email at [your email address].

  • Requests should include the booking reference number, guest name, and reason for cancellation.

  • Our team will review the request and confirm the refund status within 3 business days.

9. Dispute Resolution

  • Any disputes regarding refunds will first be addressed through direct communication with KL Short Term Rentals.

  • If unresolved, disputes may be escalated through consumer protection authorities in Malaysia.

10. Contact Information

  • For all refund inquiries, please contact us at:
    Email: [your email]
    Phone: [your phone number]
    Operating Hours: Monday–Sunday, 9:00 AM – 6:00 PM (GMT+8)

This policy ensures clarity for both your guests and your business, protects your fees, and sets expectations for different cancellation scenarios.