LEGAL / PAYMENTS
Cancellation and refund policy
This policy explains what happens when a booking is cancelled, payment is not completed or a refund is requested.
Last updated: 27 August 20261. Unpaid booking holds
An unpaid booking is held only for the countdown shown on the payment page. If payment is not completed before the deadline, the system cancels the booking automatically and releases the facility. There is no customer ‘pay later’ reservation after the hold expires.
2. Customer cancellation
A customer may cancel an unpaid booking where the system permits. If any payment has been received or verified, the customer submits a cancellation request and an administrator must approve or reject it. The booking remains active while the request is under review.
3. Admin cancellation
Goolee Academy may cancel or reject a booking for non-payment, unavailable room, safety, misuse, incorrect information, operational reasons or other applicable rules. We will provide an update where reasonably practicable.
4. Refunds
A refund is not automatic merely because a cancellation request was submitted. Approved refunds are reviewed by authorised staff and may be returned through the original payment method where supported. Stripe refunds can take additional processing time before appearing in the customer’s account. Counter, bank-transfer and DuitNow refunds may require separate instructions from RDC.
5. Payment errors and duplicate payments
If you believe you were charged incorrectly, paid twice or paid a cancelled booking, contact admin@goolee.my with the booking reference and payment reference. Do not email full card numbers or security codes.
6. Facility changes
If Goolee Academy must cancel or materially change a confirmed booking because of maintenance, safety or an operational issue, we will contact the customer and explain the available replacement, credit or refund option under the circumstances.
7. 3D-printing services
Printing quotations, accepted jobs, material costs and production charges may have different cancellation or refund consequences. The quotation and any written instruction from Goolee Academy will apply to that service.
8. Contact
For cancellation or refund questions, contact admin@goolee.my or +6010-459 1008. Include your booking reference.