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Refund Policy

Version 1.0 | Last Updated: November 25, 2025

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:

Example:

Payment Receipt:

1.2 Refund Responsibilities

You are responsible for:

Kong is responsible for:

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:

Example Policy Structure:

2.2 Displaying Your Policy

Your cancellation policy must be:

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:

Prohibited Practices:

3. Processing Guest-Initiated Cancellations

3.1 When a Guest Cancels

Your Process:

Step 1: Receive Cancellation Request

Step 2: Apply Your Cancellation Policy

Step 3: Process Refund Through Your Payment Gateway

Step 4: Update Kong Platform

3.2 Kong Booking Fee on Guest Cancellations

Important: Kong's 1.8% booking fee is non-refundable when guests cancel.

What this means:

Refund Amount Example:

3.3 Partial Refunds

If your policy provides partial refunds:

Calculate based on tour price only:

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:

Example:

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:

Step-by-Step Process:

Step 1: Notify the Guest

Step 2: Process Full Tour Price Refund

Step 3: Notify Kong for Booking Fee Refund

Step 4: Document Everything

4.2 Kong Booking Fee Refunds on Operator Cancellations

When you cancel, guests receive:

Kong's Refund Process:

Total Guest Refund:

4.3 Repeated Operator Cancellations

Performance Standards:

Excessive operator-initiated cancellations may result in:

Acceptable Cancellation Rate:

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:

When Guest Cancels Due to Weather (but tour is running):

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:

Operator No-Shows (you don't show up):

5.3 Late Arrivals

Handling Late Guests:

Your policy should address:

Recommended Approach:

5.4 Medical Emergencies and Force Majeure

Guest Medical Emergencies:

Force Majeure Events: (Natural disasters, pandemics, government restrictions)

Best Practice: Include force majeure provisions in your cancellation policy.

6. Refund Processing Timeline

6.1 Standard Timeline

Your Processing:

Kong Booking Fee Refunds (Operator Cancellations):

6.2 Your Service Standards

Recommended Response Times:

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

Step 2: Communicate with Guest

Step 3: Escalation

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: 1. Your payment gateway will notify you 2. You have limited time to respond (typically 7-10 days) 3. You must provide evidence to dispute the chargeback

Evidence to Gather:

Chargeback Outcomes:

7.3 Preventing Chargebacks

Best Practices:

High Chargeback Rates Can Result In:

8. Your Legal Obligations

8.1 Malaysian Consumer Protection Requirements

Under the Consumer Protection Act 1999 and related regulations:

You must:

You cannot:

8.2 Record Keeping

Required Records:

Retention Period:

8.3 Tax Implications

Important Tax Considerations:

Refunded Amounts:

Payment Gateway Fees:

Booking Fees:

9. Best Practices for Refund Management

9.1 Creating Fair Policies

Balanced Approach:

Policy Examples by Tour Type:

Short Tours (2-4 hours):

Full-Day Tours:

Multi-Day Packages:

Adjust based on:

9.2 Communication Excellence

Proactive Communication:

Handling Cancellations:

Template Responses:

Consider preparing templates for:

9.3 Using Kong Platform Features

Cancellation Management Tools:

Financial Tracking:

10. Exceptions and Special Situations

10.1 Group Bookings

Handling Group Cancellations:

Full Group Cancellation:

Partial Group Cancellation:

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:

Preventing Abuse:

10.3 Platform Technical Issues

If Kong Platform Causes Booking Errors:

Report immediately:

11. Kong's Booking Fee Policies

11.1 When Booking Fees Are Non-Refundable

Kong retains the 1.8% booking fee for:

Rationale: The booking fee covers Platform services rendered:

These services are provided regardless of cancellation.

11.2 When Booking Fees Are Refunded

Kong refunds the 1.8% booking fee when:

Refund Process:

11.3 Booking Fee Disputes

If you believe a booking fee should be refunded due to exceptional circumstances:

Contact Kong:

Kong will review:

Decision is final: Kong has sole discretion on booking fee refunds outside standard policy.

12. Prohibited Practices

You may not:

Related to Refunds:

Related to Policies:

Consequences:

13. Reporting and Monitoring

13.1 Your Dashboard Metrics

Kong Platform provides:

Review regularly to:

13.2 Performance Standards

Healthy Metrics:

Action Items:

14. Updates and Changes

Note: Section 14 content beyond this point may be truncated. Please verify from live URL `https://www.bookwithkong.com/legal-terms/refund-policy` and add any missing content.

14.1 Changes to This Policy

Kong may update this Refund and Cancellation Policy with 30 days notice for material changes. [Continues — please verify from live URL]

By using the Kong Platform, you acknowledge that you have read, understood, and agree to be bound by this Refund and Cancellation Policy.

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