This policy explains how Holiday Space Sdn. Bhd. ("Holiday Space") handles cancellations and refunds. It forms part of our Booking Terms & Conditions.

Because we act as a booking agent, whether a booking can be cancelled or refunded, and how much is refunded, is decided by the rules of the airline, hotel or other supplier that provides the service. We will always process your request according to those rules and pass on any refund we receive.

• Flights: refundability, cancellation charges and deadlines depend on the fare type booked. Many promotional and economy fares are non-refundable; in some cases only certain taxes may be refundable.
• Hotels: refundable rates can usually be cancelled free of charge until the deadline shown in your booking. Non-refundable rates cannot be refunded once booked.
• Tours and activities: cancellation terms vary by operator and are shown before you book. Same-day or late cancellations are often non-refundable.
• Other services: the specific terms shown at the time of booking apply.

The cancellation conditions for your booking are shown before you pay and in your confirmation. If you are unsure, please ask us before booking.

In addition to any charges imposed by the supplier, the following may be deducted from a refund:

• Our service fee for the original booking, which is generally non-refundable once the booking is confirmed.
• A cancellation or refund processing fee, where applicable, which will be told to you before we proceed.
• Payment gateway or bank charges that are not returned to us.

If a supplier cancels a service, or we are unable to confirm your booking, we will not charge our processing fee on the resulting refund.

If you do not turn up for a flight, hotel stay, tour or activity without cancelling in time (a "no-show"), the booking is usually treated as used and no refund is given. Airlines may also cancel the remaining flights on the same ticket, including your return flight.

Partly used services, such as an early check-out or a missed part of a tour, are generally non-refundable unless the supplier agrees otherwise.

Cancellation and refund requests must be made in writing by the lead traveller or the person who made the booking:

• Through My Bookings or a support ticket in your Holiday Space account,
• By email to hello@holidayspace.my, or
• By WhatsApp to +60 10 400 8840.

Please include your booking reference, the names of the travellers concerned and the service you wish to cancel. Contact us well before any supplier deadline; for flights, cancel before the scheduled departure time to avoid being treated as a no-show.

We will acknowledge your request with a reference. An acknowledgement confirms that we have received the request; it is not a confirmation that a refund is due. We will then tell you the outcome and the refundable amount once the supplier has confirmed it.

We process refunds as soon as we receive the funds or approval from the supplier. Typical timelines are:

• Hotels, tours and activities: usually 7 to 14 working days after supplier approval.
• Flights: usually 4 to 12 weeks, depending on the airline's processing time.

Refunds are made to the original payment method. Once we release a refund, your bank or card issuer may take a further 7 to 14 working days to show it on your statement. Amounts are refunded in the currency in which you were charged, so exchange rate differences may apply.

If an airline or other supplier cancels or significantly changes your booking, we will contact you with the options the supplier offers, such as rebooking or a refund. Refunds in these cases follow the supplier's policy and timelines.

Where events are beyond the control of us and the supplier (force majeure), refunds depend on what the supplier offers, and some suppliers may issue credit vouchers instead of cash refunds.

This policy does not affect any rights you have as a consumer under the Consumer Protection Act 1999 or other Malaysian law.

For help with a cancellation or refund, please contact us with your booking reference:

• Email: hello@holidayspace.my
• Phone: +60 7 571 0057
• WhatsApp: +60 10 400 8840
• Post or in person: Holiday Space Sdn. Bhd., 15, Jalan Selesa 1, Taman Selesa, 81400 Senai, Johor, Malaysia