Secure Payments via CHIP

1. Who Processes Your Payment

All payments on Kundasang Homestay are processed by CHIP using FPX (Financial Process Exchange), Malaysia's online banking payment network.

CHIP IN Sdn. Bhd. (company registration no. 202201010914 / 1456611-H) is a Registered Merchant Acquirer (Non-bank) listed by Bank Negara Malaysia, and is also listed by PayNet (Payments Network Malaysia) as an FPX Third-Party Acquirer.

Your payment is made on your own bank's secure page. Kundasang Homestay never sees or stores your online banking username, password or OTP.

2. Where Your Money Goes

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.

• Kundasang Homestay retains the service fee and gateway fee.
• The host receives the full room price you paid.
• If the host cancels, or we cancel for reasons outside anyone's control, you receive a full refund including the fees.

3. Refunds

Cancellations are agreed with your host first, and reviewed by us if your host refuses or does not reply. Once a cancellation is confirmed, refunds are initiated by Kundasang Homestay, not by you, and the amount is fixed by the published tiers in our Cancellation & Refund Policy — a host cannot pay you less than those tiers. We instruct CHIP to return the money to the bank account you paid from, and refunds typically take 1–7 business days to appear, depending on your bank.

You do not need to contact CHIP to get a refund. Contact us at support@kundasanghomestay.my and we will handle it.

4. If Something Goes Wrong With the Payment

• Booking or refund question: contact us first at support@kundasanghomestay.my. We can usually resolve it faster than the bank can.
• Payment taken twice, or a transaction you don't recognise: contact your bank, and tell us as well so we can trace it. A payment that authorises but does not complete is normally released by your bank automatically within a few working days.
• Payment fails or times out: your booking stays in "Pending Payment" for 15 minutes and you may retry after 5 minutes. If it is not completed, the booking is void and no money is taken.
• We are not responsible for delays, failures or errors caused by CHIP, your bank, or your internet connection — but we will help you chase them.

5. Information We Share With CHIP

To process a booking we send CHIP only what the transaction requires:

• Booking ID
• Guest name and email (for the receipt)
• The amount to be charged

We do not send them your IC, your address, or any other booking detail. CHIP's handling of that data is governed by their own privacy policy. See also our Privacy Policy.