Malaysia 1. Overview
This Refund and Cancellation Policy applies to all bookings and purchases made through the iBidan platform (“Platform”), operated by iBidan Pte. Ltd. (“Company”).
The Platform facilitates connections between customers and independent service providers (“Bidan”). All services are provided directly by the Bidan.
? PART A: SERVICES
2. Cancellation by Customer
Customers may cancel a booking by contacting the Company through the Platform or authorised communication channels.
The Company does not guarantee that any cancellation will result in a refund. Cancellation requests and any applicable refunds will be assessed on a case-by-case basis, taking into account factors such as:
- the timing of the cancellation;
- service arrangements already confirmed; and
- any costs or commitments already incurred.
The Company reserves the right to determine the outcome of such requests at at its reasonable discretion.
For any cancellation requests or clarification, customers may contact our customer service team for assistance.
3. Rescheduling
Customers may request to reschedule a booking, subject to availability of the Bidan.
Rescheduling requests may be assessed based on similar factors as cancellations and may be treated as a cancellation, depending on the circumstances and at the Company’s reasonable discretion.
If a Bidan is unable to fulfil a booking, the Company may assist in arranging a replacement where possible. Where a replacement is not available, a refund or adjustment may be considered on a case-by-case basis.
4. Service Issues and Complaints
If a customer is dissatisfied with the service:
- the issue should be reported within a reasonable time (generally within 24 hours) after the service;
- the Company may review the matter and assist in coordination with the Bidan.
Any refunds or adjustments:
- will be assessed on a case-by-case basis;
- are not guaranteed.
? PART B: PRODUCTS
5. Products (Non-Returnable Policy)
All products sold are strictly non-returnable and non-exchangeable.
However, returns or replacements may be considered only in the following situations:
- the product is damaged or defective upon delivery;
- the wrong item was delivered; or
- the product is expired or near expiry at the time of delivery.
Any such issues must be reported within 3 business days from the date of delivery, together with proof of purchase and supporting evidence (e.g. photos).
For bundled packages, product components included in the package may be considered utilised once delivered and may not be eligible for return or refund. The Company reserves the right to assess and determine the outcome of such requests.
6. Refund Processing (Products)
- Returned items will be inspected upon receipt;
- Approved refunds will be processed within 7 business days;
- Refunds will be processed using the payment method agreed between the Company and the customer, based on the information provided by the customer.
7. General Refund Processing
Refunds (where applicable) may take 5–10 working days to be reflected, depending on the payment provider.
8. Platform Role
The Company acts solely as a platform facilitating bookings and may assist in communication and coordination. All services are provided directly by the Bidan, who is responsible for the performance of such services.
The Company does not provide the Services and does not guarantee refunds except as expressly stated in this policy.
? CONTACT
9. Contact Us
If you have any questions or requests, please contact:
? Email: enquiry@ibidan.com