Cancellation, Rebooking and Refund Policy

Overview

This policy explains how cancellations, rebookings, and refunds are handled for activity and host bookings on YouApp. Once payment is completed in the app, the booking is confirmed and governed by this policy. YouApp holds the booking payment until the session is completed and verified, as described in the Payments and Payouts Policy.

This policy does not cover scan to pay purchases or transfers between users. Refunds for scan to pay purchases are a matter between you and the merchant, under the Wallet and Scan to Pay Terms.

All requests must be submitted through YouApp Support using the in-app Contact Us feature or via our contact form.

Users are not permitted to cancel confirmed bookings directly but may request a postponement (reschedule) in accordance with the terms below.

Postponement and Rebooking

• Users may request to postpone or rebook a confirmed session once, subject to host availability.
• The new date or time must be agreed upon and confirmed through the app to be valid.
• Postponement requests must be made at least three (3) days before the scheduled start time.
• If the host is unavailable for all proposed times, YouApp may, at its discretion, assign an alternate host or issue a refund to the user's YouApp Wallet.
• If the user is unable to attend due to health-related / emergency reasons, the booking may be postponed but not refunded, subject to supporting evidence and YouApp's review.

Refund Eligibility

Refunds are reviewed and approved only by YouApp Support. A refund may be granted when:

• The host fails to attend after payment confirmation;
• The host declines to proceed with the session after payment;
• The session cannot occur due to verified safety, external, or force-majeure conditions; or
• YouApp determines, after investigation, that the service was not delivered as described.

Refunds are not available for:

• User no-shows or late arrivals;
• Personal health issues or change of mind;
• Private arrangements or communication made outside the app; or
• Dissatisfaction not linked to a verified breach of policy.

Major Disruptive or Force-Majeure Events

YouApp may grant full or partial refunds—or rebooking options—if a confirmed booking is affected by uncontrollable external circumstances such as:

• Natural disasters or extreme weather;
• Government restrictions, lockdowns, or transportation shutdowns;
• Public-health emergencies or contagious-disease outbreaks; or
• Other verified events beyond reasonable control.

Each case will be reviewed individually. Supporting documents may be required before approval.

Refund Process

• Approved refunds are paid from the held booking payment, in ringgit (MYR).
• Refund processing typically takes 7 to 14 business days after the completion of YouApp's investigation and confirmation of eligibility, subject to payment-provider timelines.
• Administrative or transaction fees may be deducted where applicable.
• Refund determinations made by YouApp Support are final and binding.

Exclusions

Refunds or compensation will not be provided for:

• Missed sessions due to personal scheduling conflicts;
• User-initiated cancellations without prior approval;
• Off-platform interactions or payments;
• Technical or connection issues arising from the user's device or network;
• Scan to pay purchases, top-ups or transfers between users, which are covered by the Wallet and Scan to Pay Terms.

Amendments

YouApp may revise this Cancellation, Rebooking and Refund Policy at any time. Revisions take effect upon publication within the app or on the official website.

Continued use of YouApp after any update constitutes acceptance of the revised policy.