Refund, Cancellation & Dispute Resolution Policy

This Refund, Cancellation & Dispute Resolution Policy ("Refund Policy") governs all bookings, payments, cancellations, refunds, reversals, credits, and related disputes processed through the Dipsea Island platform ("Dipsea," "we," "us," or "our"), operated by AI JENTAYU TECHNOLOGY SDN BHD.

Platform Intermediary Role

• 1.1Dipsea operates solely as a digital marketplace facilitating bookings between Users and Vendors.
• 1.2Dipsea does not own, operate, manage, or control Vendor properties, trips, or services.
• 1.3All services are provided directly by Vendors, and any contractual relationship exists solely between User and Vendor.
• 1.4Dipsea's role in refunds and disputes is administrative and facilitative only.

Vendor-Specific Cancellation Policies

• 2.1Each Vendor may establish its own cancellation and refund terms, which shall be disclosed at the time of booking.
• 2.2By completing a booking, Users expressly agree to the applicable Vendor cancellation policy.
• 2.3Vendor policies may include any of the following options:

• Fully refundable periods
• Partial refunds
• Non-refundable bookings
• Rescheduling options
• Credits in lieu of cash refunds

Standard Refund Processing Framework

• 3.1All refund requests must be submitted through the Dipsea Platform.
• 3.2Off-platform refund arrangements are strictly prohibited.

3.3 Where a refund is approved:

• Funds are returned to the original payment method where possible
• Processing times depend on payment providers and financial institutions

3.4 Dipsea shall not be liable for bank delays or processing failures beyond its control.

No-Show & Early Departure

• 4.1Failure to attend, arrive, or participate in booked services without proper cancellation shall constitute a "No-Show."
• 4.2No-Shows are generally non-refundable unless expressly stated otherwise by the Vendor.
• 4.3Early departures, partial usage, or shortened stays do not entitle Users to refunds unless approved by the Vendor.

Disputes, Service Issues & Claims

5.1 Users must report service issues within a reasonable timeframe through the Platform.

5.2 In its intermediary role, Dipsea may:

• Facilitate communication between parties
• Collect supporting evidence
• Recommend resolution outcomes

5.3 Dipsea's determinations shall be made in good faith and in a commercially reasonable manner.

5.4 Dipsea does not guarantee outcomes favourable to Users or Vendors.

Force Majeure & Uncontrollable Events

6.1 Refund eligibility during force majeure events may vary based on circumstances and Vendor policies.

6.2 Such events include but are not limited to:

• Natural disasters and extreme weather
• Pandemics and epidemics
• Government actions and border closures
• Transportation disruptions
• Security threats or civil unrest

6.3 Where reasonable, Dipsea reserves the right to issue:

• Platform credits
• Partial refunds
• Rescheduled bookings

…rather than full refunds.

Chargebacks & Payment Disputes

7.2 Unauthorised chargebacks may result in:

• Account suspension
• Recovery actions
• Additional administrative fees

7.3 Dipsea reserves the right to recover losses arising from unauthorised chargebacks.

Vendor Payout Adjustments

• 8.1Refunds, cancellations, and disputes may result in payout reversals or adjustments.
• 8.2Vendors authorise Dipsea to deduct refunded amounts from pending or future payouts.

Platform Fees & Margin Treatment

• 9.1Platform margins, service fees, or processing charges may be non-refundable unless required by law or expressly stated.
• 9.2Dipsea retains discretion over refunding its margin in exceptional circumstances.

Fraud, Abuse & Policy Violations

• 10.1Dipsea reserves the right to deny refunds where fraud, misrepresentation, or abuse is suspected.
• 10.2Repeat refund abuse may result in account termination and may be referred to law enforcement.

Limitation of Liability

To the maximum extent permitted by law, Dipsea shall not be liable for indirect, incidental, or consequential losses related to refunds, cancellations, or service disruptions.

Amendments

Dipsea may modify this Refund Policy at any time. Updated versions shall apply upon publication to the Platform.

Contact & Support

All refund requests and disputes must be submitted through the Dipsea Platform or via: