Refund Policy
Last updated: 8/6/2026
Cancellation & Refund Policy
At De Palma Social Club, we understand that plans change. Our refund policy is designed to be fair while maintaining operational efficiency.
Booking Cancellations
Refund amounts are calculated based on when you cancel relative to your booking time:
| Cancellation Window | Refund Amount |
|---|---|
| 48+ hours before booking | 100% refund |
| 24-48 hours before booking | 75% refund |
| 12-24 hours before booking | 50% refund |
| 6-12 hours before booking | 25% refund |
| Less than 6 hours before booking | No refund |
Note: These refund percentages match our automated refund calculation system and comply with Malaysian consumer protection standards.
Refund Processing
- Processing Time: 7-14 business days from approval
- Refund Method: Original payment method (Fiuu payment gateway)
- Currency: Same as original transaction (MYR, USD, etc.)
- Partial Refunds: Available for administrative modifications
Once approved, refunds are processed through the Fiuu payment gateway and will appear in your original payment account within the specified timeframe. Bank processing times may vary.
Non-Refundable Scenarios
- No-shows (failure to appear for booking)
- Weather-related cancellations (see weather policy)
- Bookings with special promotional rates (terms apply)
- Cancellations after booking start time
How to Request a Refund
- Log into your account at depalmasocialclub.com
- Navigate to "My Bookings"
- Select the booking you wish to cancel
- Click "Request Refund" and provide reason
- Our team will review within 2 business days
You will receive an email notification once your refund request has been reviewed. Approved refunds are automatically processed through our payment system.
Contact Us
For refund inquiries:
Refunds Department
Email: depalmapadel@gmail.com
Phone: +60 16-204 6420
Hours: Monday-Friday, 9 AM - 6 PM MYT
Dispute Resolution
If you're not satisfied with our refund decision, you may:
- Contact our customer service team for review
- Escalate to management via depalmapadel@gmail.com
- Use Fiuu's merchant dispute process
- File a complaint with Malaysia's Consumer Claims Tribunal
Legal Compliance
This policy complies with the Malaysian Consumer Protection Act 1999 and Bank Negara Malaysia guidelines for e-commerce transactions.
Payment Gateway Information
All refunds are processed through Fiuu (formerly MOLPay), a licensed payment gateway regulated by Bank Negara Malaysia. For payment gateway-related issues, you may contact Fiuu support directly at www.fiuu.com/support.
Last updated: 8/6/2026