Your Reservation Terms
Last updated: 16 September 2026. Please read these terms carefully before completing your booking.
1. Booking Confirmation
A booking is only confirmed after you have completed payment via our secure FPX gateway (CHIP). You will receive a booking ID and a 6-digit check-in code by email. This code must be presented to the host upon arrival. Without the correct code, the host may refuse entry.
2. Payment & Fees
- Payment: Full payment is required at the time of booking. All payments are processed by CHIP (FPX).
- Service Fee: An 11% service fee plus a fixed RM 1.00 gateway fee is added to your total. How much of these fees is returned to you depends on the reason for cancellation and, for guest cancellations, on your host's decision and how far in advance you asked — see section 3 below and the Cancellation & Refund Policy for the full tier table. In short: full return if the host or the platform cancels, and otherwise returned in full only where your host agrees to a cancellation you asked for 14 or more days before check-in, or we overrule a refusal.
- Host Payout: Your payment is received by Kundasang Homestay and held until your stay begins. It is released to the host within 1–2 business days after you check in and the host confirms your arrival using your 6-digit code. If you never check in, the host still receives the room price and no automatic refund is issued to you — see the Cancellation & Refund Policy for the emergency exception.
- Currency: All prices are in Malaysian Ringgit (MYR).
3. Cancellation & Refunds
Cancelling is between you and your host. You cannot cancel through the platform — you ask your host, you explain why, and your host decides. If your host refuses without good reason, or does not reply at all, we review the decision and may overrule it. Your refund amount is set by when you first asked your host, counted in whole calendar days between the date you asked and your arrival date (MYT) — no clock times involved.
| Cancellation path | Timing | You get back |
|---|---|---|
| 🟢 Host cancelled | Any time | Everything paid RM 278.50 |
| 🔵 Platform cancelled | Force majeure | Everything paid RM 278.50 |
| 🟡 You asked to cancel — Tier A | You asked 14+ days before check-in | RM 277.50 RM 1.00 deducted |
| 🟠 You asked to cancel — Tier B | You asked 2–13 days before | RM 125.00 50% of room price |
| 🔴 You asked to cancel — Tier C | You asked less than 2 days before, or on/after the arrival date | RM 0.00 no refund |
| 🟣 No-show — emergency approved | We review the evidence | RM 125.00 50% of room price |
| ⚪ No-show — no contact | No contact within 24 hours | RM 0.00 no refund |
Amounts shown for a RM 250.00 room price × 1 night, where you paid RM 278.50 in total. Your actual amounts depend on your booking. Where your host declines a request and we uphold that decision, no cancellation takes place and no refund arises.
If a host cancels a confirmed booking for any reason, you receive a full refund — room price + service fee + gateway fee. Kundasang Homestay absorbs all the fees, including the RM 1.00 refund-processing fee, because the guest did nothing wrong. The refund is initiated automatically; you do not need to ask. The host's listing may be reviewed by our team.
Ask your host directly, using the WhatsApp number or email in your booking confirmation, and tell them why you need to cancel. Your host decides — accept or decline — and we require a reply within 48 hours, or 6 hours if check-in is within 2 days. If it is accepted, your host cancels the booking from their dashboard and we process the refund:
- Tier A (you asked 14+ days ahead): RM 277.50 back — everything you paid, less the RM 1.00 refund-processing fee. The host is paid nothing.
- Tier B (you asked 2 to 13 days ahead): RM 125.00 back — half the room price. The other half goes to the host.
- Tier C (you asked less than 2 days before, or on/after the arrival date): RM 0.00 back. The host is paid the full room price.
If your host declines, or does not reply in time, forward the whole conversation to support@kundasanghomestay.my with "Cancellation Review — Booking [your booking ID]". We review it within 3 business days (6 hours close to check-in) and may uphold the refusal or overrule it, issuing the refund ourselves at the published figure. A host may voluntarily refund more, never less.
Two further paths also apply: platform-initiated cancellation (force majeure), and no-show. A no-show with no contact within 24 hours of the scheduled check-in time results in no refund, and the host is paid the room price in full. A no-show or a refused late cancellation where the guest provides evidence of a genuine emergency may be approved by us for a 50% refund of the room price — we review these cases ourselves. If the listing does not match what was advertised, you are entitled to a full refund including fees, at any time. See the Cancellation & Refund Policy for the full rules.
4. Check-in & Check-out
- Check-in Time: Typically 2:00 PM – 6:00 PM (local time). Please confirm with the host directly.
- Check-out Time: Typically 12:00 PM (noon). Late check-out may incur extra charges.
- Check-in Code: You will receive a unique 6-digit code via email. You must present this code to the host to complete your check-in. Without it, the host is not obligated to accommodate you.
- Guest Identity: The host may verify your identity against the booking details. Please carry a valid ID.
5. Guest Responsibilities
- Respect the property, its contents, and the surrounding community.
- Report any damage to the host immediately.
- Comply with house rules (e.g., noise curfew, smoking policy).
- Provide accurate contact details so the host can reach you.
- Obtain travel insurance for your stay.
6. Limitation of Liability
Kundasang Homestay acts as a platform to connect guests and hosts. We are not liable for:
- Any loss, injury, or damage arising from your stay at a homestay.
- Disputes between guests and hosts — we will mediate but are not responsible for the outcome.
- Third-party services (e.g., CHIP) — we are not liable for payment processing errors.
Nothing in this Booking Policy excludes or limits any right you have under the Consumer Protection Act 1999 or any other applicable Malaysian law.
7. Governing Law
This Booking Policy is governed by the laws of Malaysia. Any disputes shall be subject to the exclusive jurisdiction of the courts of Sabah, without prejudice to your right to bring a claim before the Tribunal for Consumer Claims (TTPM).