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Have your plans changed? Familiarize yourself with our Experience and Space cancellation policy for users.
Any user on the Mereka Connect platform reserves the right to cancel their upcoming booking. However, the refund amount would depend on the cancellation timeline and other relevant circumstances stipulated below.
Users are eligible to cancel their Experience or Space booking anytime - however, the refund amount would depend on the time remaining until the booking commencement date.
To initiate the cancellation, you may navigate to the "My Bookings" section of the user menu, click the relevant service's name and the "Cancel Booking" link at the bottom of the page. You may alternatively click the "View booking details" button in your booking confirmation email. You would be redirected to the same page mentioned above.
It is always necessary to state the reason for your cancellation. After you have done that, a confirmation email would be sent out to both you and the host Hub. The cancelled booking would be shown in the respective section of the "My Bookings" tab.
To learn more about the cancellation and rescheduling steps, please visit this page.
There are three scenarios for user refunds on Mereka Connect:
100% refund for all cancellations at least 72 hours (3 days) before the scheduled booking.
50% refund for all cancellations within 72 hours (3 days), but no less than 24 hours (1 day) before the scheduled booking.
10% refund for all cancellations within 24 hours of the scheduled booking.
Please note that the Service fee (if borne by you as a user) will not be refunded to you under any of the above scenarios, unless the cancellation has been initiated by your Hub. The Service fee consists of a charge of 3% + RM1.00 per successful card charge or successful bank transaction. There is an additional fee of 2% for currency conversion. Starting 15 October 2023, the fee for overseas transactions would constitute 3% + RM1.00 + 1%. Click here for more details.
You may always view the refunded amount in the "Transaction History" tab of your user dashboard.
Mereka Connect reserves the right to not provide a refund in the event of no-shows without prior notice.
Whenever a Hub cancels an upcoming booking, each user would receive an email notification in their inbox. The details of the cancellation would be reflected both on the "My Bookings" and "Cancellation Details" pages which are accessible either via the email link or the "My Bookings" menu item on the platform.
As a user, you would always receive a 100% refund in the case of a Hub-initiated cancellation, including the Service fee (if paid), unless you have reached a mutual agreement that the booking would be rescheduled to another date.
As per Mereka Connect's Extenuating Circumstances Policy, cancellations made by users due to an emergency or unforeseen crises will not be subject to additional penalty fees. This means that a user has an option to either request for a 100% refund (excluding the Service fee) or arrange for a manual re-booking to another date via email or phone communication with the host or a member of the Mereka Connect team. Such a policy would apply in the event of:
An unexpected disease, illness or injury
Proclaimed crises and pestilences
Government travel bans or prohibitions
Military actions and other hostilities
Natural disasters and cataclysmic events
In all above-mentioned cases, a user should be prepared to provide proof in the form of documentation or any other relevant medium that shows how the event has impacted them or their booking. All requests should be emailed to [email protected].
Please note that we do not guarantee a 100% refund in the case of any other event not mentioned in the policy above, unless the cancellation has been made within the proper time period (no less than 72 hours before the session). This includes:
government obligations and commitments like jury obligations, court appearances or military duties
travel advisories or other government guidance (that fall short of a travel ban or prohibition)
transportation disruptions (e.g. road closures, traffic jams, as well as flight, train, bus and ferry cancellations)
For more information about our policies, please visit this page or contact a member of our team.
