Refund Policy

Effective Date: 01.01.2026

Last Updated: 01.01.2026

1. Introduction

This Refund & Cancellation Policy (“Policy”) governs all refund, cancellation, and payment adjustment matters relating to payments made through the platform operated by HavenX Technologies Sdn Bhd (“HavenX,” “we,” “us,” or “our”).

HavenX is a technology service provider that owns and operates the digital platform and application used to facilitate payment collection, booking management, and property-related services. HavenX does not own, manage, or lease properties, nor does it enter into tenancy or service agreements with users.

By using our platform, you acknowledge and agree to this Policy.

2. Related Operating Companies

The platform facilitates transactions for the following related companies (collectively, the “Operating Companies”):

  • Urban Room Sdn Bhd (Company No.: 1458396-U)
  • The Luxford Stay Sdn Bhd (Company No.: 1542627-P)
  • Marque Asset Management Sdn Bhd (Company No.: 1656841-M)
  • Urban Room Enterprise (Business Reg. No.: PG-0496840-D)

Any booking, rental, tenancy, or maintenance service is governed by agreements entered into directly between users and the relevant Operating Company.

3. General Refund Principle

All refunds, cancellations, and payment disputes shall be strictly governed by the terms and conditions set out in the applicable offer to rent, booking confirmation, tenancy agreement, service agreement, or appointment confirmation executed with the relevant Operating Company.

HavenX shall not independently determine refund eligibility, nor does it have authority to override contractual terms agreed between users and the Operating Companies.

4. Booking Fees

  • Booking fees may be non-refundable where such non-refundability is expressly stated in the applicable offer to rent, booking confirmation, or agreement
  • Where refunds are permitted, they shall be processed strictly in accordance with the agreed contractual terms
  • Booking fees paid through the platform are deemed confirmation of acceptance of the applicable booking terms

5. Rental Payments

  • Rental payments may be non-refundable where stipulated in the tenancy agreement or offer to rent
  • Partial refunds, pro-rata adjustments, or forfeiture of rental payments (if any) shall be determined solely by the terms of the relevant tenancy or rental agreement
  • Early termination, no-show, or breach-related refunds (if applicable) shall be handled by the relevant Operating Company

6. Maintenance & Service Fees

  • All maintenance and service fees are strictly non-refundable once a service appointment has been scheduled, regardless of whether the service has been completed
  • Where a maintenance appointment is cancelled, rescheduled, or amended with less than twenty-four (24) hours’ prior notice, the Operating Company reserves the right to impose additional transportation, administrative, or service charges
  • Such additional charges may be collected through the platform and are deemed accepted by the user upon scheduling or confirmation of the appointment

7. Other Property-Related Fees

Any other fees associated with a property, including but not limited to administrative fees, utilities, service charges, penalties, transportation fees, or ad-hoc charges, shall be:

  • Governed by the applicable agreement or written notification
  • Subject to refund eligibility (if any) strictly in accordance with those terms

8. Refund Processing

  • Where a refund is approved by the relevant Operating Company, the refund shall be initiated within thirty (30) working days from the date of approval
  • Refunds will be processed to the original payment method used, unless otherwise determined by the relevant Operating Company
  • Users acknowledge that actual crediting of refunded amounts may take additional time depending on the policies and processing timelines of banks, card issuers, or third-party payment gateway providers
  • HavenX Technologies Sdn Bhd shall not be responsible for delays caused by financial institutions, payment gateways, or external service providers beyond its reasonable control
  • Any platform fees, payment gateway charges, or administrative fees may be non-refundable, where permitted by law and as stated in the applicable agreement

9. Chargebacks & Payment Disputes

  • Users are encouraged to contact the relevant Operating Company directly before initiating any chargeback or payment dispute
  • Unjustified chargebacks or disputes raised in contradiction to signed agreements may result in:
    • Account suspension
    • Recovery actions
    • Blacklisting from future use of the platform

10. Limitation of HavenX’s Role

HavenX acts solely as a payment facilitator and technology platform provider. Accordingly:

  • HavenX is not a party to tenancy, booking, or service agreements
  • HavenX shall not be liable for disputes, refund decisions, or contractual enforcement between users and the Operating Companies
  • All refund claims must be referred to and resolved with the relevant Operating Company based on the executed agreements

11. Policy Updates

We reserve the right to update or amend this Policy at any time. Updates will be published on our website, and continued use of the platform constitutes acceptance of the revised Policy.

12. Contact Information

For refund-related enquiries, please contact the relevant Operating Company stated in your agreement.

For platform-related enquiries, you may contact:

HavenX Technologies Sdn Bhd
Email: [email protected]
Address: NO. 3A-C, NADAYU28 DAGANG, JALAN PJS 11/7,
47500 SUBANG JAYA, SELANGOR.