Our Policies
Last updated: 16 September 2026.
Please read these terms carefully before using our platform.
1. Introduction
Welcome to Kundasang Homestay.my. By using our platform, you agree to comply with and be bound by the following terms and conditions. If you disagree with any part of these terms, please do not use our website.
Kundasang Homestay connects travellers with verified homestay hosts in Kundasang and Ranau, Sabah. We accept the guest's booking and arrange payment through CHIP (FPX); the accommodation itself is provided by the host.
These Terms should be read together with our Booking Policy, Cancellation & Refund Policy, Payment Disclaimer, Host Agreement and Privacy Policy.
2. Booking & Payments
All bookings made through Kundasang Homestay are processed via CHIP (FPX). Your payment is received by Kundasang Homestay and held until your stay begins. Funds are released to the host within 1–2 business days after guest check-in is confirmed.
Kundasang Homestay does not deduct any commission from the host. The host receives the full room price they set. Our service fee (11% + RM 1.00) is charged to the guest, on top of the room price.
- Full payment is required at the time of booking
- Prices are displayed in Malaysian Ringgit (RM)
- A service fee of 11% plus a RM 1.00 gateway fee is applied to each booking (charged to the guest, added on top of the host's room price)
- Host payouts are made by bank transfer within 1–2 business days after the guest's check-in is confirmed
The service fee and gateway fee are non-refundable in most cases, with three exceptions: when the host cancels the booking, when the platform cancels under force majeure, or when the guest cancels at least 14 calendar days before check-in with the host's agreement (or after our review overrules a refusal). In those cases the guest receives a full refund including the fees, less the RM 1.00 refund-processing fee in the third case only. For details, see our Cancellation & Refund Policy.
Kundasang Homestay is not responsible for payment processing delays, failures, or errors caused by CHIP or the guest's bank. We will assist in resolving issues but accept no financial liability for third-party payment gateway failures. See the Payment Disclaimer.
3. Cancellation Policy
There are several cancellation paths, and which one applies depends on who cancelled the booking and why. A guest cancellation is handled between the guest and the host first: the guest asks, gives a reason, and the host decides. Where the host refuses without good reason, or does not reply, Kundasang Homestay reviews the decision and may overrule it. The full breakdown is in our Cancellation & Refund Policy.
If the host cancels for any reason, the guest receives a full refund — room price, service fee, and gateway fee. Kundasang Homestay absorbs all the fees, including the payment provider's refund-processing fee, because the guest did nothing wrong. The refund is initiated automatically. The host's listing may be reviewed by our team, and repeated cancellations may result in suspension.
The guest contacts the host directly, explains why they need to cancel, and the host decides. Guests cannot cancel through the platform. Hosts are required to reply within 48 hours, or 6 hours if check-in is within 2 days. If the host accepts, the host cancels the booking and Kundasang Homestay processes the refund. If the host refuses or does not reply, the guest may ask us to review the decision; we investigate both sides within 3 business days (6 hours close to check-in) and may uphold the refusal or overrule it and issue the refund ourselves at the published figure.
Refunds for guest-requested cancellations follow three published tiers, counted in whole calendar days between the date the guest asked and the arrival date (MYT, no clock times). The tier is fixed by the time the guest first asked the host, and it applies whether the host agrees or we overrule a refusal:
| Guest asked to cancel | Guest receives | Host receives | Platform retains |
|---|---|---|---|
| 🟡 Tier A — 14+ days before check-in | RM 277.50 | RM 0.00 | RM 1.00the CHIP refund fee |
| 🟠 Tier B — 2 to 13 days before check-in | RM 125.00 | RM 125.00 | RM 28.50 |
| 🔴 Tier C — less than 2 days before check-in, or on/after the arrival date | RM 0.00 | RM 250.00 | RM 28.50 |
Amounts shown for a RM 250.00 room price × 1 night, where the guest paid RM 278.50 in total (room price + 11% service fee RM 27.50 + RM 1.00 gateway fee). Your actual amounts depend on the booking. Where a host refuses a request and we uphold that decision, no cancellation takes place, so no refund arises at all.
A cancellation request must state a reason. If the guest gives no reason, the host is entitled to decline and we will normally uphold that decision. A host may voluntarily refund more than these tiers require, but never less. Where a host has refused and the guest has asked us to review, we decide the outcome on the facts, and where the request is clearly justified — a genuine emergency with evidence, or a host who has been silent for more than 48 hours — we may refund the guest ourselves and settle the amount with the host separately. At Tier C there is no refund to overrule, so the outcome is the same whether or not the host agrees, unless the emergency outcome applies.
In the event of a natural disaster, a landslide, flood or road closure that makes the property unreachable, a government travel ban or movement restriction, or other extraordinary circumstances beyond anyone's control, we may cancel bookings and issue a full refund to guests — the room price, the service fee, and the gateway fee, with the platform also bearing the RM 1.00 refund-processing fee. Hosts receive no payout for such cancellations, because no stay took place.
Three further outcomes also apply. A no-show — the guest never checks in and never contacts the host or the platform within 24 hours of the scheduled check-in time — results in no refund, with the host paid the room price in full. A guest who provides evidence of a genuine emergency (medical, family, travel ban) may be approved by us for a refund of 50% of the room price, with the other 50% paid to the host; we review these cases ourselves and they never stack on top of a refund tier. If the listing does not match what was advertised, the guest is entitled to a full refund including fees at any time. See the Cancellation & Refund Policy.
4. Host Responsibilities
- All listings must be accurate and up-to-date
- Hosts must respond to guest messages, enquiries and cancellation requests within 48 hours — or 6 hours where check-in is within 2 days. A host who declines a cancellation should say why; ignoring a request is not a decision, and we may overrule it
- Properties must be clean, safe, and as described
- Hosts must verify guest identity upon check-in
- Hosts must confirm check-in using the guest's 6-digit code on the day of arrival
- Any issues must be reported to the platform immediately
Full host obligations are set out in the Host Agreement.
5. Guest Responsibilities
- Guests must provide accurate personal information
- Guests must respect the property and local community
- Any damage must be reported to the host immediately
- Guests are responsible for their own travel insurance
- Check-in/out times must be respected
- Guests must present their 6-digit check-in code to the host on arrival
6. Privacy & Data Protection
We process personal data in accordance with the Personal Data Protection Act 2010 (PDPA) of Malaysia. We share your information only with the parties necessary to complete your booking — such as the host and our payment gateway (CHIP) — as described in our Privacy Policy.
You have the right to access, correct, and (subject to legal retention requirements) request deletion of your personal data. To exercise these rights, or for any data protection question, contact our data protection contact at support@kundasanghomestay.my. We respond to all privacy inquiries within 48 hours.
7. Dispute Resolution
In the event of a dispute between guests and hosts, Kundasang Homestay will mediate to find a fair resolution. Both parties agree to cooperate with our mediation process in good faith. Cancellation disputes are handled under our Cancellation & Refund Policy.
We aim to resolve every dispute within 14 days of receiving the initial complaint. If we cannot reach a resolution within 14 days, or if either party rejects the outcome, either party may pursue the matter through the courts of Sabah.
If you are unhappy with a decision we have made under the Cancellation & Refund Policy, you may ask for it to be reviewed by someone else: email us with "Refund Appeal — Booking [your booking ID]" in the subject line and we will reply within 3 business days.
These terms shall be governed by the laws of Malaysia and are subject to the exclusive jurisdiction of the courts of Sabah. Nothing in these terms affects your right as a consumer to bring a claim before the Tribunal for Consumer Claims (TTPM) under the Consumer Protection Act 1999.
8. Limitation of Liability
Kundasang Homestay provides the platform and arranges the booking. The accommodation is provided by the host, and we are not liable for:
- Any loss, injury or damage arising from your stay at a homestay, except where caused by our own negligence.
- The outcome of a dispute between a guest and a host — we will mediate in good faith but do not guarantee a particular result.
- Failures, delays or errors in third-party services (such as CHIP), except where caused by our own negligence.
Nothing in these terms excludes or limits any right you have under the Consumer Protection Act 1999, or any liability that cannot lawfully be excluded.
9. Changes to Terms
We reserve the right to update these terms at any time. Changes will be posted on this page with an updated date. Continued use of the platform after a change constitutes acceptance of the updated terms.
10. Force Majeure
Kundasang Homestay is not liable for any failure to perform its obligations due to circumstances beyond its reasonable control, including but not limited to natural disasters, government restrictions, internet outages, payment gateway downtime, or public health emergencies (e.g., pandemics).
11. Contact Us
If you have any questions about these terms, or about how we handle your personal data, please contact us: