Refund Policy
Last updated: 22 July 2026
1. Overview
RUMADWELL SOLUTIONS (SSM: 202603085092) is committed to fair and transparent handling of refunds. This Refund Policy explains how refunds are calculated and processed for payments made through the RumaDwell platform, and forms part of our Terms & Conditions.
2. Guest Payment Refunds
For payments received from guests through RumaDwell:
- Guest-Initiated Cancellations: Refunds are calculated according to the cancellation policy set for the booking's property (Flexible / Moderate / Strict), as selected by the host.
- Payment Service Fees: Service fees (typically 3-5%) are non-refundable and are deducted from the refund amount.
- Refund Method: Refunds are returned to the guest's original payment method via our payment gateway, Fiuu.
- Refund Timeline: Approved refunds are processed within 5-7 business days of approval.
- Host Cancellations: If a host cancels a confirmed booking, the guest receives a full refund regardless of the property's cancellation policy — see Section 3b.
3. Cancellation Penalties
When a booking is cancelled, applicable penalties may be deducted from the refund or payout amount.
3a. Guest Cancellation
For guest-initiated cancellations, payment gateway fees are borne by the guest and deducted from the refund amount.
Example based on a RM500 booking with check-in on 1 June.
| Policy | Free Cancel Deadline | Cancel Before Deadline | Cancel After Deadline |
|---|---|---|---|
| Flexible | 48 hours (2 days) | Full refund minus gateway fees Cancel on 29 May (3 days before 1 Jun check-in) → Full refund minus gateway fees | —% refund minus gateway fees Cancel on 31 May (within 48h of check-in) → No refund |
| Moderate | 7 days | Full refund minus gateway fees Cancel on 20 May (12 days before 1 Jun check-in) → Full refund minus gateway fees | —% refund minus gateway fees Cancel on 28 May (3 days before check-in) → 50% refund minus gateway fees |
| Strict | 14 days | Full refund minus gateway fees Cancel on 10 May (22 days before 1 Jun check-in) → Full refund minus gateway fees | —% refund minus gateway fees Cancel on 22 May (10 days before check-in) → No refund |
3b. Host Cancellation
For host-initiated cancellations, the guest receives a full refund — gateway fees are borne by the host as part of the cancellation penalty.
| Scenario | Penalty to Host | Guest Refund |
|---|---|---|
| Standard host cancellation | 10% of received payment | Full refund |
| Overlap cancellationWithin 3 free overlaps/month | Gateway fees only | Full refund |
| Overlap cancellationExceeded 3 free overlaps/month | 10% of received payment | Full refund |
Hosts are notified of applicable penalties before a cancellation is confirmed.
4. Settlement and Payouts
Settlement Process: Host earnings from bookings are settled based on the settlement schedule. Unsettled amounts cannot be refunded directly but are adjusted for cancellations or refunds issued to guests before payout.
Failed Settlements: If a settlement fails (e.g. due to incorrect bank details), the amount is held and retried. Contact support to update your bank details.
5. Chargeback Claims
RumaDwell may dispute chargeback claims filed with payment processors. Guests or hosts disputing a charge should contact support with supporting evidence rather than filing a chargeback directly, as an unresolved chargeback may result in account suspension.
6. Special Cases
Technical Issues: If a payment fails due to a technical error on RumaDwell's platform, we will process a full refund or retry the transaction at no charge.
Duplicate Charges: If you believe you have been charged twice for the same booking, contact us immediately for investigation and refund.
Fraud: Refunds for fraudulent transactions are processed in accordance with our payment processor's policies and applicable Malaysian law.
7. How to Request a Refund
To request a refund:
- Open your booking in the RumaDwell app or booking link
- Use the cancellation or refund request option
- Provide the reason for your refund request
- Submit the request
- Our team reviews and responds within 3-5 business days
8. Refund Decision Appeals
If your refund request is denied, you may appeal by providing additional documentation or context. Submit your appeal to support@rumadwell.com within 30 days of the denial decision.
9. Limitation of Liability
RumaDwell is not liable for refunds resulting from:
- User error or misuse of the platform
- Third-party payment processor failures beyond RumaDwell's control
- Force majeure events
- Loss of access due to account suspension for policy violations
10. Contact Us
For refund-related inquiries, contact us at:
Email: support@rumadwell.com
Entity: RUMADWELL SOLUTIONS
SSM Reg: 202603085092