Refund Policy
How cancellations, refunds and deposits work at IdealHub. Every listing shows its own cancellation window before you pay — this policy explains the tiers, how long refunds take, and what happens when something goes wrong.
Last updated 27 October 202610 sections · 3 min readStays, tenancy and services
KEY POINTS
The short version
Each listing sets its own cancellation window, and it is shown before you pay — that window, not this page, sets the refund you get.
Cancel inside the free window for 100%; late cancellations and no-shows are charged the first night or the non-refundable rate.
If we or the host cancel, you get a full refund and help finding a comparable replacement.
Approved refunds go back to the original payment method — allow 7 to 14 working days.
01
How refunds work
Refunds are decided by the cancellation policy attached to the rate you booked, which is displayed at checkout and in your confirmation. Where this policy and the listing policy conflict, the more favourable-to-guest outcome applies.
This page explains how those rules are applied, what happens when the stay does not go ahead, and how quickly money comes back.
Where to check
Your cancellation window is shown on the listing page, again at checkout, and in your confirmation email.
02
Cancellation windows
The window is counted from the check-in time on your booking, not from the moment you book. These five tiers cover almost every booking we sell.
| BOOKING TYPE | WINDOW | WHAT YOU PAY | REFUND |
|---|---|---|---|
| Flexible rate | Cancel 48+ hours before check-in | Nothing | 100% of what you paid |
| Flexible rate | Cancel within 48 hours | First night plus fees | Remainder of the stay |
| Non-refundable rate | Any time | Full amount | None, except statutory rights |
| No-show | Did not arrive | First night plus fees | Remainder of the stay |
| Monthly tenancy | Cancel before move-in | Notice-period rent | Balance of rent and deposit |
Cancellation fees are set by the listing, never by IdealHub.
03
When we cancel
If IdealHub or the host cancels for any reason other than your breach, you get a full refund of everything you paid including fees, plus reasonable assistance finding a comparable alternative.
If the replacement costs more, we cover the difference up to one night's rent. That is our commitment, not a discretionary gesture.
Nothing in this section limits your rights under the Consumer Protection Act 1999.
04
Travel Issues
A Travel Issue is a problem that materially affects the stay and is not your fault. We recognise four kinds:
(a)
The host cancels shortly before arrival, or fails to give you access — no keys, no door code, nobody to let you in.
(b)
The unit is materially different from the listing — its size, the room type, the amenities, whether other people are staying there, or its actual location.
(c)
At check-in it is not clean or sanitary, it has a safety or health hazard, or it has pets that the listing did not disclose.
(d)
You were charged for something that was not in the listing.
Report within 24 hours
Report from the listing page, or by phone or email with photos, within 24 hours of check-in or of discovering the problem. We make a decision within 5 working days.
05
Refunds and timing
Approved refunds are returned to the original payment method.
Card and FPX refunds normally land within 7 to 14 working days. Bank processing can add a few days on top, and we cannot speed that up.
Gateway fees are refunded when the stay did not happen. We will not substitute a credit note for a cash refund unless you agree in writing.
06
Deposits
Security deposits are held separately from rent and are not a fee. How quickly yours comes back depends on what you booked.
Homestay and short stays
Your deposit is refunded on the next bank business day after checkout, once the unit has been checked and keys or access cards returned.
Next bank business day
If you check out on a Friday, a weekend or the day before a public holiday, the refund lands on the next day the banks are open for clearing — so a Friday check-out is refunded on Monday, or the next banking day after a long weekend.
A bank business day is a day when Malaysian banks are open for clearing. It is not the same as an IdealHub working day — our office may still be operating on a day the banks are closed, but the transfer cannot be released until the next clearing day.
Monthly tenancy
The deposit is returned within 14 working days of checkout and key return, with any deduction itemised in writing and supported by photographs.
If you dispute a deduction, tell us within 30 days and we decide within 14 working days.
Deposit money is never used to cover our own fees.
07
Early checkout
Leaving early does not automatically create a refund.
Report the reason before you leave. If it is a Travel Issue we apply section 04; otherwise any refund of unused nights is at the listing's discretion.
Extensions are a new booking at the current rate. Overstaying is charged at the daily rate plus a reasonable administrative fee.
08
Other services
Refunds work differently for services that are not a stay.
RenovationDeposit is refundable minus work completed and materials already ordered. Cancel 7 or more days before the start date for a full deposit refund.
E-stampingDuty paid to LHDN is non-refundable once the certificate issues. Our service fee is refundable if we have not submitted the application.
Property managementBilled monthly in advance, and pro-rated on termination with 30 days notice.
09
Disputes
Raise it in writing to ask@idealhub.com with the booking reference. We acknowledge in 3 working days and decide in 14.
If you are unhappy with the outcome you may escalate to the Consumer Claims Tribunal (TTPM) for consumer claims, or to the relevant authority.
Nothing here removes your statutory rights.
10
Contact
Questions about a refund? Email ask@idealhub.com or call +603 2789 9017.
Related: Terms of Use and Privacy Policy.
Related policiesTerms of Use and Privacy Policy
Not sure what you are owed?
Send us the booking reference and we will work it out with you.
