This Refund and Cancellation Policy explains how refunds are processed for bookings made through the Kong platform ("Platform"), and outlines your responsibilities as an operator when handling guest cancellations and refunds.
This policy applies to all operators using SUPERSTRING SDN. BHD. (202401016432 (1562282-H)) ("Kong", "we", "us", or "our") to manage bookings and process payments.
1. Overview of Payment and Refund Structure
1.1 Payment Flow
When a guest books through Kong:
Guest Payment Breakdown:
Tour/Activity Price: Paid directly to your connected payment gateway account
Kong Booking Fee (1.8%): Automatically split to Kong's account
Example:
Tour Price: RM 100.00
Booking Fee (1.8%): RM 1.80
Total Charged to Guest: RM 101.80
Payment Receipt:
You receive: RM 100.00 (in your payment gateway account)
Kong receives: RM 1.80 (automatically split)
1.2 Refund Responsibilities
You are responsible for:
Refunding the tour/activity price according to your cancellation policy
Processing refunds through your payment gateway account
Communicating with guests about refund status
Maintaining clear, fair cancellation policies
Kong is responsible for:
Refunding the 1.8% booking fee only when you initiate a cancellation
Platform functionality for managing cancellations
Providing refund reporting and tracking
2. Your Cancellation Policy Requirements
2.1 Setting Your Cancellation Policy
You must establish a clear, written cancellation policy for your tours and activities that includes:
Required Elements:
Cancellation deadlines (e.g., "72 hours before tour start")
Refund percentages for different time periods
No-show policy
Late arrival policy
Weather cancellation terms
Force majeure provisions
Example Policy Structure:
7+ days before: 100% refund
3-6 days before: 50% refund
2 days or less: No refund
No-shows: No refund
2.2 Displaying Your Policy
Your cancellation policy must be:
Clearly displayed on booking pages before payment
Included in booking confirmation emails
Accessible to guests throughout the booking process
Written in clear, understandable language
Kong's Platform allows you to configure and display your cancellation policy. Guests must acknowledge your policy before completing their booking.
2.3 Policy Compliance
Your cancellation policy must:
Comply with Malaysian Consumer Protection Act 1999
Be fair and reasonable
Not contain misleading or deceptive terms
Honor the terms you've published
Prohibited Practices:
Refusing legitimate refunds per your stated policy
Changing policy terms after booking without guest consent
Imposing hidden cancellation fees
Making refunds unreasonably difficult to obtain
3. Processing Guest-Initiated Cancellations
3.1 When a Guest Cancels
Your Process:
Step 1: Receive Cancellation Request
Guests may contact you via email, phone, or Platform messaging
Record the cancellation request with timestamp
Acknowledge receipt within 24 hours
Step 2: Apply Your Cancellation Policy
Determine refund eligibility based on your policy
Calculate the refund amount
Communicate the refund amount to the guest
Step 3: Process Refund Through Your Payment Gateway
Log into your payment gateway account (Stripe, Xendit, etc.)
Locate the original transaction
Process the refund for the eligible tour price amount
Processing time: 1-3 business days from your gateway to guest's bank
Step 4: Update Kong Platform
Mark the booking as cancelled in Kong
Record the refund amount processed
Add cancellation notes for your records
3.2 Kong Booking Fee on Guest Cancellations
Important: Kong's 1.8% booking fee is non-refundable when guests cancel.
What this means:
You refund only the tour price (or eligible portion)
Kong retains the 1.8% booking fee
Guests are informed that booking fees are non-refundable
Refund Amount Example:
Original booking: RM 100 tour + RM 1.80 fee = RM 101.80 total
Guest cancels with 100% refund eligibility
You refund: RM 100.00 (tour price only)
Kong retains: RM 1.80 (booking fee)
Guest receives: RM 100.00
3.3 Partial Refunds
If your policy provides partial refunds:
Calculate based on tour price only:
Original tour price: RM 100
50% refund policy applies
You refund: RM 50.00
Kong retains: RM 1.80 (booking fee remains non-refundable)
Guest receives: RM 50.00
3.4 Payment Gateway Fees
Important Consideration:
Payment gateway providers (Stripe, Xendit) charge transaction fees that may be non-refundable. When you process a refund:
You may lose the original transaction fee (typically 2-3%)
Some gateways charge a fee for processing refunds
Factor these costs into your cancellation policy
Example:
Guest paid RM 100 tour price
Your gateway kept RM 2.90 transaction fee (2.9%)
You received RM 97.10 net
Guest cancels and you refund RM 100
Your actual loss: RM 2.90 (gateway fee not recovered)
Consider structuring your cancellation policy to account for these costs.
4. Processing Operator-Initiated Cancellations
4.1 When You Must Cancel
If you need to cancel a booking (weather, insufficient bookings, operational issues, etc.):
You must provide:
Prompt notification to the guest (as soon as possible)
Full refund of the tour/activity price
Professional explanation and apology
Step-by-Step Process:
Step 1: Notify the Guest
Contact guest via email and phone immediately
Explain reason for cancellation
Apologize for inconvenience
Offer alternative dates if possible
Step 2: Process Full Tour Price Refund
Refund 100% of the tour price through your payment gateway
Process within 24 hours of cancellation
Confirm refund with guest
Step 3: Notify Kong for Booking Fee Refund
Mark booking as operator-cancelled in Kong Platform
Kong will automatically process the 1.8% booking fee refund to the guest
This happens separately from your refund
Step 4: Document Everything
Record cancellation reason
Keep communication records
Note alternative arrangements offered
4.2 Kong Booking Fee Refunds on Operator Cancellations
When you cancel, guests receive:
100% tour price refund from you
100% booking fee refund from Kong
Kong's Refund Process:
Automatic when you mark booking as operator-cancelled
Processed within 3-5 business days
Refunded to guest's original payment method
No action required from you beyond marking the cancellation
Total Guest Refund:
Your refund: RM 100.00 (tour price)
Kong's refund: RM 1.80 (booking fee)
Guest receives: RM 101.80 (full amount paid)
4.3 Repeated Operator Cancellations
Performance Standards:
Excessive operator-initiated cancellations may result in:
Platform performance warnings
Reduced visibility in distribution channels
Account review
Potential account suspension
Acceptable Cancellation Rate:
Less than 5% of confirmed bookings
Higher rates require documented, valid reasons (weather, force majeure, etc.)
Maintain high reliability to build guest trust and maximize bookings.
5. Special Cancellation Scenarios
5.1 Weather-Related Cancellations
When You Cancel Due to Weather:
Treat as operator-initiated cancellation
Provide full refund (tour price + booking fee refunded)
Document weather conditions
Offer alternative dates when possible
When Guest Cancels Due to Weather (but tour is running):
Apply your standard cancellation policy
Booking fee remains non-refundable
Consider offering flexibility as good customer service
Best Practice: Include weather cancellation terms in your policy (e.g., "Tours cancelled by operator due to unsafe weather conditions receive full refunds").
5.2 No-Shows
Guest No-Shows:
Apply your no-show policy (typically no refund)
Booking fee is non-refundable
Document the no-show with timestamp
Consider communication in case of legitimate emergency
Operator No-Shows (you don't show up):
Treat as operator cancellation
Full refund required (tour price + booking fee)
May violate Terms and Conditions
Could result in account penalties
5.3 Late Arrivals
Handling Late Guests:
Your policy should address:
Grace period for late arrival (e.g., 15 minutes)
Refund policy if guest misses departure
Communication expectations
Recommended Approach:
Allow reasonable grace period
Attempt to accommodate if possible
If departure missed, apply your cancellation policy
Document arrival time and communication
5.4 Medical Emergencies and Force Majeure
Guest Medical Emergencies:
Not required to refund beyond your stated policy
Consider offering flexibility as goodwill
Suggest guests use travel insurance
Document the situation
Force Majeure Events: (Natural disasters, pandemics, government restrictions)
Assess situation case-by-case
Consider offering credits instead of refunds if cash flow is constrained
Communicate proactively with affected guests
Kong may waive booking fee refund requirements during declared emergencies
Best Practice: Include force majeure provisions in your cancellation policy.
6. Refund Processing Timeline
6.1 Standard Timeline
Your Processing:
Decision on refund eligibility: Within 24 hours of request
Initiate refund through payment gateway: Within 1-3 business days
Gateway processes refund: 1-3 business days
Guest's bank credits account: 5-10 business days
Total: 7-16 business days typically
Kong Booking Fee Refunds (Operator Cancellations):
Triggered by your cancellation in Platform
Kong processes: 3-5 business days
Guest's bank credits: 5-10 business days
Total: 8-15 business days typically
6.2 Your Service Standards
Recommended Response Times:
Acknowledge cancellation requests: Within 24 hours
Determine refund eligibility: Within 24-48 hours
Process approved refunds: Within 3 business days
Respond to refund inquiries: Within 48 hours
Quick refund processing improves guest satisfaction and reduces disputes.
7. Disputes and Chargebacks
7.1 Handling Refund Disputes
When a Guest Disputes Your Refund Decision:
Step 1: Review Your Policy
Confirm your policy was applied correctly
Check booking confirmation showed policy clearly
Review all communication records
Step 2: Communicate with Guest
Explain your policy and its application
Provide documentation (booking confirmation, policy, etc.)
Listen to guest's concerns
Consider reasonable compromises
Step 3: Escalation
If unresolved, guest may contact Kong
Kong may facilitate communication
Kong cannot override your refund decision
Final decision rests with you (unless clear policy violation)
7.2 Chargeback Management
Understanding Chargebacks:
A chargeback occurs when a guest disputes the charge with their bank/card issuer. This is separate from refund requests.
Your Responsibilities:
When a Chargeback Occurs:
Your payment gateway will notify you
You have limited time to respond (typically 7-10 days)
You must provide evidence to dispute the chargeback
Evidence to Gather:
Booking confirmation with cancellation policy
Communication records with guest
Proof of service delivery (for completed tours)
Your cancellation policy as displayed at booking
Refund correspondence (if applicable)
Chargeback Outcomes:
You win: Funds are returned to your account, guest's card is re-charged
You lose: Funds are deducted, plus chargeback fee (RM 60-100 typically)
7.3 Preventing Chargebacks
Best Practices:
Display cancellation policy clearly before booking
Require policy acknowledgment at checkout
Respond quickly to cancellation requests
Process legitimate refunds promptly
Document all guest communications
Deliver services as described in listings
Follow your stated policies consistently
High Chargeback Rates Can Result In:
Increased payment gateway fees
Payment gateway account restrictions or termination
Platform performance warnings
Account review or suspension
8. Your Legal Obligations
8.1 Malaysian Consumer Protection Requirements
Under the Consumer Protection Act 1999 and related regulations:
You must:
Provide clear, accurate cancellation terms before purchase
Honor the cancellation policy you've published
Process legitimate refunds within reasonable timeframes
Not engage in misleading or deceptive conduct
Provide receipts and records of transactions
You cannot:
Impose unfair contract terms
Refuse refunds arbitrarily
Make false or misleading representations
Engage in unconscionable conduct
8.2 Record Keeping
Required Records:
All booking transactions and confirmations
Cancellation requests and responses
Refund processing records
Communication with guests
Cancellation policy versions
Payment gateway transaction records
Retention Period:
Minimum 7 years for tax purposes
Longer if required by specific regulations
Digital records acceptable
8.3 Tax Implications
Important Tax Considerations:
Refunded Amounts:
May affect your taxable revenue calculations
Consult with your accountant on proper treatment
Maintain detailed refund records for tax filings
Report accurately on SST and income tax returns
Payment Gateway Fees:
Generally deductible as business expenses
Including fees lost on refunds
Booking Fees:
Paid to Kong, not part of your revenue
You do not report Kong's booking fees in your taxes
9. Best Practices for Refund Management
9.1 Creating Fair Policies
Balanced Approach:
Protect your business from revenue loss
Provide reasonable flexibility for guests
Consider industry norms in your market
Be competitive with similar operators
Policy Examples by Tour Type:
Short Tours (2-4 hours):
48 hours: 100% refund
24-47 hours: 50% refund
Less than 24 hours: No refund
Full-Day Tours:
7+ days: 100% refund
3-6 days: 50% refund
Less than 3 days: No refund
Multi-Day Packages:
30+ days: 100% refund
15-29 days: 75% refund
8-14 days: 50% refund
7 days or less: 25% refund
Adjust based on:
Your operational costs
Rebooking likelihood
Deposit and prepayment amounts
Industry standards
9.2 Communication Excellence
Proactive Communication:
Send booking confirmations immediately
Include cancellation policy in all communications
Send reminders 7 days and 24 hours before tour
Provide easy cancellation contact methods
Handling Cancellations:
Respond promptly and professionally
Show empathy for guest situations
Explain your policy clearly
Offer alternatives when possible (reschedule, credits, etc.)
Process refunds quickly
Template Responses:
Consider preparing templates for:
Cancellation acknowledgment
Refund approval notifications
Refund denial explanations
Operator-initiated cancellation apologies
Weather cancellation notices
9.3 Using Kong Platform Features
Cancellation Management Tools:
Mark bookings as cancelled with reason codes
Track refund processing status
Generate cancellation reports
Monitor cancellation rate metrics
Set automated cancellation notifications
Financial Tracking:
View booking fee calculations
Track refund transactions
Generate financial reports
Export data for accounting
10. Exceptions and Special Situations
10.1 Group Bookings
Handling Group Cancellations:
Full Group Cancellation:
Apply your cancellation policy to total booking amount
Process single refund for entire group
One booking fee for entire booking
Partial Group Cancellation:
Determine if your policy allows participant reduction
Calculate refund based on reduced participant number
Consider operational impact (minimum group size)
Original booking fee is not refundable (applied to original booking)
Best Practice: Specify group cancellation terms in your policy.
10.2 Repeat or Serial Cancellations
Guest Pattern Behavior:
If a guest repeatedly books and cancels:
Document the pattern
You may decline future bookings
Consider requiring non-refundable deposits
Contact Kong if suspicious behavior
Preventing Abuse:
Set reasonable cancellation deadlines
Consider deposit requirements for repeat offenders
Flag unusual patterns to Kong support
10.3 Platform Technical Issues
If Kong Platform Causes Booking Errors:
Kong will work with you to resolve
Affected guests entitled to full refund (tour price + booking fee)
Kong may cover costs depending on circumstances
Document technical issues thoroughly
Report immediately:
Booking system failures
Payment processing errors
Inventory synchronization issues
Communication delivery failures
11. Kong's Booking Fee Policies
11.1 When Booking Fees Are Non-Refundable
Kong retains the 1.8% booking fee for:
Guest-initiated cancellations (regardless of your refund policy)
No-shows
Guest late arrivals resulting in missed tours
Any cancellation initiated by the guest
Rationale: The booking fee covers Platform services rendered:
Processing the booking transaction
Payment facilitation
Communication infrastructure
System availability
These services are provided regardless of cancellation.
11.2 When Booking Fees Are Refunded
Kong refunds the 1.8% booking fee when:
You (operator) cancel the booking
Platform technical failure causes booking error
Extreme circumstances at Kong's discretion
Refund Process:
Automatic when marked as operator cancellation
Processed separately to guest
No action required from you
11.3 Booking Fee Disputes
If you believe a booking fee should be refunded due to exceptional circumstances:
Contact Kong:
Email: blake@bookwithkong.com
Subject: "Booking Fee Refund Request - [Booking Reference]"
Provide: Full explanation and supporting documentation
Kong will review:
Circumstances of the cancellation
Supporting evidence
Platform records
Your account history
Decision is final: Kong has sole discretion on booking fee refunds outside standard policy.
12. Prohibited Practices
You may not:
Related to Refunds:
Refuse legitimate refunds per your stated policy
Delay refunds unreasonably to gain interest
Charge hidden cancellation fees not in your policy
Process partial refunds without clear policy basis
Retaliate against guests who request refunds
Related to Policies:
Change cancellation terms after booking without consent
Provide different policies to different guests
Hide or obscure cancellation terms at booking
Make refund process intentionally difficult
Misrepresent your cancellation policy
Consequences:
Platform performance warnings
Mandatory policy corrections
Account suspension or termination
Liability for guest damages
Legal action for consumer law violations
13. Reporting and Monitoring
13.1 Your Dashboard Metrics
Kong Platform provides:
Cancellation rate tracking
Refund amount totals
Booking fee calculations
Guest satisfaction related to refunds
Chargeback rate monitoring
Review regularly to:
Identify trends
Adjust policies if needed
Improve guest satisfaction
Reduce cancellations
13.2 Performance Standards
Healthy Metrics:
Cancellation rate: < 10% (including guest and operator cancellations)
Operator cancellation rate: < 5%
Chargeback rate: < 1%
Refund dispute resolution: < 5% of cancellations
Action Items:
High cancellation rates: Review policies, pricing, product descriptions
High chargeback rates: Improve communication, policy clarity, service delivery
High operator cancellations: Address operational reliability
14. Updates and Changes
14.1 Changes to This Policy
Kong may update this Refund and Cancellation Policy:
With 30 days notice for material changes
Via email and Platform notification
Updated version posted with "Last Updated" date
Your acceptance:
Continued use constitutes acceptance
Review changes carefully
Contact Kong with questions or concerns
14.2 Changes to Your Cancellation Policy
You may change your cancellation policy:
At any time for future bookings
With clear version dating
Applied to bookings made after the change
You may not:
Apply new policies retroactively to existing bookings
Change policies without guest notice for existing bookings
Make changes that violate consumer protection laws
Best Practice:
Version your policies with effective dates
Notify Kong of significant policy changes
Maintain records of policy versions
15. Support and Contact
15.1 Getting Help
For refund and cancellation questions:
General Policy Questions: Email: blake@bookwithkong.com
Subject: "Refund Policy Question"
Response time: 2-3 business days
Urgent Cancellation Issues: Email: blake@bookwithkong.com
Subject: "URGENT: Cancellation Issue - [Booking Reference]"
Response time: 24 hours
Platform Technical Issues: Report through Platform support system or email with "TECHNICAL" in subject
15.2 Operator Resources
Available Resources:
Refund processing guides
Template cancellation policies
Communication templates
Best practices documentation
Video tutorials (when available)
Access through your operator dashboard under "Resources" section.
16. Legal Framework
This Refund and Cancellation Policy operates within:
Kong's Terms and Conditions: Your primary agreement with Kong
Malaysian Consumer Protection Laws: Your obligations to guests
Payment Gateway Terms: Your agreement with payment providers
Individual Tour Terms: Your specific cancellation policies
In case of conflict:
Applicable consumer protection laws take precedence
Kong's Terms and Conditions govern Platform use
This policy clarifies refund-specific procedures
Your individual policies apply to your tours
Quick Reference Guide
Guest cancels - who refunds what?
→ You refund tour price per your policy. Kong keeps booking fee.
I need to cancel - what happens?
→ You refund 100% tour price. Kong refunds booking fee automatically. Mark as operator-cancelled in Platform.
How do I process a refund?
→ Through your payment gateway account. Then update booking status in Kong.
How long should refunds take?
→ Process within 3 business days. Total time to guest: 7-16 business days.
Guest wants booking fee refunded too?
→ Only if you cancelled. Not refundable for guest cancellations.
High chargeback rate - what now?
→ Review policies, improve communication, respond to chargebacks promptly with evidence.
How detailed should my cancellation policy be?
→ Include deadlines, refund %, no-shows, weather, force majeure. See Section 2.1.
Guest disputes my refund decision?
→ Review your policy application, communicate clearly, document everything. Kong may facilitate but you decide.
By using the Kong Platform, you agree to comply with this Refund and Cancellation Policy and to establish fair, clear cancellation policies for your guests.