Refund and Cancellation Policy

CarBeep - Refund and Cancellation Policy

Version: 1.0.0

Effective Date: June 23, 2026

Last Updated: June 23, 2026

Company: CarBeep Sdn. Bhd.

Website: https://carbeep.com.my

1. Introduction

This Refund and Cancellation Policy explains how cancellations, refunds, payment reversals, failed transactions, and payment disputes are handled for CarBeep services.

This Policy should be read together with the Customer Terms of Service, Buddy Terms of Service, Privacy Policy, and any service-specific terms shown in the app before you submit a request or payment.

CarBeep is a platform that connects customers with independent workshops and may facilitate insurance, financing, new-car journey, and payment-related workflows. Some refunds or cancellations may depend on the relevant workshop, insurer, financial institution, payment provider, or other third-party provider.

2. General principles

Refunds are not automatic unless this Policy, the applicable Terms, or applicable law says that a refund is due.

We may ask for supporting information before approving a refund or payment dispute. This may include booking details, payment references, screenshots, workshop communications, provider notices, or other information reasonably needed to assess the request.

Approved refunds are normally returned to the original payment method where reasonably practicable. Refund processing times depend on the payment provider and may take up to fourteen (14) business days after approval.

3. Workshop bookings and deposits

3.1 Deposit amount

For workshop bookings, a default deposit of RM50.00 may be collected through the app after the workshop accepts or confirms the booking. The deposit is applied toward the final service bill and is not an additional fee.

3.2 Cancellation before appointment

3.3 Rescheduling

Customers may request to reschedule a confirmed booking up to three (3) times where the app and workshop workflow allow it. Rescheduling requests should be made at least twenty-four (24) hours before the scheduled appointment.

After the third reschedule, the booking may be treated as a cancellation.

3.4 Workshop cancellation

If a workshop cancels an accepted booking, the customer is eligible for a full deposit refund. Frequent workshop cancellations may affect workshop visibility, account standing, or partner status under the Buddy Terms of Service.

4. Workshop service payments

The workshop is responsible for the quality, scope, pricing, quotation, parts, labour, and service delivery it provides.

If a dispute arises after a quotation is approved or work has been completed:

1. contact the workshop through the in-app chat where available;
2. contact CarBeep support at support@carbeep.com.my if direct resolution fails;
3. provide the booking ID, payment reference, and a clear description of the issue; and
4. allow CarBeep to review the dispute and facilitate communication where appropriate.

CarBeep may help review payment records and facilitate communication, but CarBeep does not guarantee the outcome of workshop service disputes and is not responsible for the quality of independent workshop services.

5. Insurance renewal support

CarBeep may facilitate insurance quote, renewal, document, or referral workflows. CarBeep is not an insurer, insurance broker, or insurance agent unless expressly stated in a separate written arrangement.

Insurance premiums, policy fees, cancellation charges, refunds, endorsements, and claims are governed by the relevant insurer or insurance provider's own terms and policies.

If an insurance-related payment is collected through a CarBeep-supported payment flow, any refund will depend on:

• whether the request has already been submitted to the insurer or provider;
• whether a policy, quote, renewal, endorsement, or provider-side process has started;
• the insurer or provider's refund rules; and
• applicable law.

CarBeep is not responsible for insurer decisions, rejected applications, claim outcomes, premium changes, or provider-imposed cancellation charges.

6. Financing and new-car journey support

CarBeep may facilitate new-car journey, financing enquiry, application, document collection, or partner-submission workflows. CarBeep is not a bank, lender, financial institution, moneylender, or financial adviser.

Any loan, financing, or credit decision is made by the relevant financial institution or financing partner.

Where a CarBeep processing fee is shown before submission, that fee will be disclosed before you proceed. Processing fees may be non-refundable once document review, coordination, submission, partner routing, or other processing work has started, unless applicable law requires otherwise or CarBeep approves an exception.

Rejection of a financing application does not automatically entitle a user to a refund of a disclosed processing fee.

7. Failed transactions and duplicate payments

If a payment fails before processing begins, no charge should normally be completed. If your payment method is charged despite a failed transaction, contact support@carbeep.com.my with the payment reference and relevant screenshots.

Where a duplicate payment is confirmed, CarBeep will arrange a refund or reversal for the duplicate amount using the original payment method where reasonably practicable.

Some bank authorisations, pending holds, or payment gateway entries may appear temporarily before they are released by the relevant bank or payment provider.

8. Chargebacks and payment disputes

If you believe a transaction is unauthorised or incorrect, contact CarBeep support within thirty (30) days of the disputed transaction.

If you raise a chargeback directly with your bank, payment network, or payment provider, CarBeep may share transaction records, booking details, refund status, and support communications with the relevant provider as needed to investigate or respond to the dispute.

Fraudulent, abusive, or repeated chargeback activity may result in account restrictions, booking restrictions, or suspension while the matter is reviewed.

9. Non-refundable items

Unless applicable law requires otherwise or CarBeep approves an exception, the following may be non-refundable:

• workshop deposits for no-shows;
• workshop deposits cancelled less than twenty-four (24) hours before the appointment, where the workshop does not approve a refund;
• completed workshop services already approved and performed;
• disclosed processing fees after processing has started;
• provider, insurer, bank, payment gateway, or third-party charges that are not refundable by the relevant provider;
• charges linked to fraudulent, false, or misleading submissions; and
• amounts already settled under a final dispute resolution outcome.

10. How to request a refund or cancellation

To request help with a cancellation, refund, failed transaction, or payment dispute, contact:

• Customer Support: support@carbeep.com.my
• Legal: legal@carbeep.com.my

Please include:

• your full name and account phone number or email;
• booking ID, application ID, payment reference, or transaction reference;
• the date and amount of the transaction;
• the reason for the request; and
• any supporting screenshots, invoices, receipts, or provider messages.

We may ask for identity verification before acting on the request.

11. Changes to this Policy

We may update this Policy from time to time to reflect changes in payment flows, workshop booking rules, provider requirements, legal requirements, or operational needs.

The latest version will show the current "Last Updated" date.

12. Contact us

If you have a payment, refund, cancellation, or legal question, please contact us:

CarBeep Sdn. Bhd. Website: https://carbeep.com.my

• Customer Support: support@carbeep.com.my
• Legal: legal@carbeep.com.my
• Privacy: privacy@carbeep.com.my

Document Control

Version: 1.0.0 Date: June 23, 2026 Changes: First public refund and cancellation policy aligned with Customer Terms and Buddy Terms