Return, Refund and Complaint Policy – Ladang X Mobile Application
Owned and operated by Motomarin Sdn Bhd
Effective Date: [Insert Date]
This Return, Refund and Complaint Policy explains the terms applicable to all bookings, payments, rescheduling requests, and complaints made through the Ladang X Mobile Application ("Application"). The Application is owned and operated by Motomarin Sdn Bhd ("Motomarin", "we", "us", or "our").
By making a booking or payment through the Application, you acknowledge that you have read, understood, and agreed to this Policy.
This Policy is intended to support compliance with applicable Malaysian consumer protection and electronic commerce requirements, including disclosure obligations, complaint handling, and record-keeping requirements.
1. Scope of Policy
This Policy applies to:
- bookings for visits, programmes, activities, workshops, events, educational tours, packages, and other services offered through the Application; and
- any payments made for such bookings.
Unless otherwise stated, this Policy does not govern personal injury claims, insurance matters, force majeure events, or matters subject to separate contractual terms.
2. Nature of Bookings
All bookings made through the Application are treated as final once confirmed and paid.
As Ladang X operations involve advance allocation of resources, staff planning, scheduling, activity preparation, and other operational commitments, payments for confirmed bookings are generally non-refundable.
3. Refund Policy
As a general rule, Motomarin does not provide refunds for confirmed Ladang X bookings.
However, a refund may be considered only in the following limited circumstances:
- there is a technical system error resulting in duplicate charges or an invalid booking;
- the booked service or activity cannot be provided by us due to reasons directly attributable to us;
- a refund is required under applicable Malaysian law; or
- any exceptional circumstance approved by us in writing at our sole discretion.
Where a refund is approved, the refund will be processed to the original payment channel or through another method determined by us within a reasonable processing period after review.
4. Rescheduling Policy
Although refunds are generally not available, users may request to change the booking date or reschedule the booking.
Any rescheduling request is subject to the following conditions:
- the request must be made at least 72 hours before the original booking date and time;
- all requests are subject to slot availability, capacity, weather, operating schedule, and programme suitability;
- we reserve the right to approve, reject, or propose an alternative date;
- rescheduling is generally allowed once only per booking unless otherwise approved in writing;
- if the new booking date has a higher applicable rate, the user must pay the price difference;
- if the new booking date has a lower applicable rate, any excess payment is not necessarily refundable and may, at our discretion, be converted into booking credit.
Requests made less than 72 hours before the original slot will generally not be entertained, unless there are exceptional circumstances accepted by us.
5. No-Show and Late Arrival
If a user fails to attend on the booked date and time, or arrives too late for the activity to proceed as scheduled, the booking may be treated as forfeited or completed, and:
- no refund will be given; and
- any rescheduling will be entirely at our discretion.
6. Operational Disruption, Closure and Force Majeure
If a booking or activity must be postponed, cancelled, or changed by us due to safety concerns, weather, facility issues, government directives, technical problems, unforeseen events, or other reasonable causes, we may offer one of the following remedies:
- rescheduling to another date;
- booking credit for future use; or
- full or partial refund, where we consider it appropriate or where required by law.
7. Consumer Rights under Law
Nothing in this Policy shall be interpreted as excluding or limiting any mandatory consumer rights available under Malaysian law that cannot lawfully be excluded by contract.
8. Complaint Mechanism
If a user has any complaint relating to a booking, charge, schedule change, service quality, or any other electronic transaction issue, the complaint may be submitted through the following channels:
- via the Help / Support / Complaint function within the Application;
- by email to: [insert official email]
- via customer service / WhatsApp: [insert contact number]
- through the contact form on our official website: [insert website link]
To help us review the matter efficiently, users should include:
- full name;
- contact number;
- booking number;
- booking date;
- summary of complaint; and
- supporting documents, screenshots, or payment receipts where applicable.
We will take reasonable steps to review and respond to complaints within a reasonable time.
9. Records of Transactions and Complaints
We may retain and maintain records relating to bookings, transactions, communications, and complaints for a period of up to three (3) years, or such longer period as may be required by law or internal compliance requirements.
10. Language
This Policy may be made available in more than one language. In the event of any inconsistency, the version designated by us as the governing version shall prevail.
11. Amendments
Motomarin reserves the right to amend this Policy from time to time. Any updates will be published in the Application and/or on the official website, and shall take effect from the date stated.
12. Contact Information
Motomarin Sdn Bhd
Operator of the Ladang X Mobile Application
Email: [Insert Email]
Telephone: [Insert Number]
Address: [Insert Address]
Website: [Insert Website]