Refund & Cancellation Policy

WAHDAH Cancellation and Refund Policy

1.0 Cancellation Procedure

1.1 Any booking cancellations for a Lease Vehicle made via the Website must be initiated by the Customer through one of the following official contact methods:

1.1.1 Email : support@wahdah.my

1.1.2 Hotline : +6016 253 4594

1.2 It is imperative that all cancellation requests be communicated directly to WAHDAH through the above-provided channels. This ensures that all transactions are processed smoothly and efficiently for our Customers.

2.0 Refund Eligibility Conditions

2.1 Customers may be eligible for a refund of the Lease Charges previously paid, subject to the following conditions:

2.1.1 Full Refund Eligibility

(i) Customers who cancel their booking more than 24 hours before the scheduled vehicle pick-up time are eligible for a full refund.

2.1.2 Partial Refund Eligibility

(i) Customers who cancel their booking within 24 hours before the scheduled vehicle pick-up time will incur a penalty amounting to one (1) day’s worth of the paid Lease Charges. This penalty is calculated based on the base price, excluding any promo codes or referral discounts. 

(ii) Additionally, a processing fee of 5% of the total amount paid will be charged for each cancellation. Insurance purchased by the Customer is non-refundable under these circumstances.

2.1.3 No Refund Eligibility

(i) No refund will be provided if the Customer cancels the booking after the vehicle pick-up time or fails to show up ("No Show"). 

(ii) No refund will be issued if the Customer decides to downgrade the specification of the Lease Vehicle one day before the scheduled pick-up time. 

(iii) No refund will be issued if the Customer fails to provide the registered Drivers to collect the Lease Vehicle as per the scheduled booking. 

(iv) No refund will be issued if the Customer neglects to collect the Lease Vehicle without prior notice.

(v) No early returns and no refund will be issued shall the Customer returns the vehicle earlier than the return time.

3.0 Refund Claim Process

3.1 To initiate a refund claim, the Customer must contact WAHDAH within the timeframe specified in the refund policy.

3.2 All refunds will be returned to the original payment method used by the Customer. Once the refund has been processed by WAHDAH, the time taken for the funds to be reflected in the Customer’s bank account or payment account shall be subject to the processing timeline of the respective bank or payment service provider. WAHDAH shall not be responsible for any delays caused by the banking institution or payment service provider.

3.3 Refunds may be delayed or withheld in the following circumstances:

(a) Outstanding liabilities or claims associated with the Rental Vehicle;

(b) Disputes concerning the condition or return of the Rental Vehicle.

3.4 The following steps outline the refund claim process:

3.4.1 Documentation

The Customer must document the issue and place a hold on any Lease Charges paid by contacting WAHDAH. 

3.4.2 Evidence Submission

The Customer must include the invoice and/or other relevant evidence as part of their refund claim. 

3.4.3 Cooperation

The Customer must respond to any requests for further information and cooperate fully with WAHDAH. 

3.4.4 Resolution Efforts

The Customer must exhaust all reasonable efforts to resolve the issue with the Drivers or the person in charge before making a claim, including notifying WAHDAH of the issue. 

3.4.5 Notification

WAHDAH will notify the Customer regarding the refund transaction via email.

3.5 Refunds will be processed as follows:

3.5.1 The amount of any Lease Charges paid by the Customer will be credited to the Customer’s WaCash account after the Lease Vehicle is returned.

3.5.2 For deposits, the Customer will be able to withdraw the refunded amount 10 days after the Lease Vehicle has been returned to WAHDAH.

4.0 Additional Terms

4.1 All refund claims are subject to verification and validation by WAHDAH. 

4.2 WAHDAH reserves the right to modify or amend this Cancellation and Refund Policy at any time. Customers will be notified of any significant changes to the policy. 

4.3 The Customer agrees to adhere to all terms and conditions outlined in this policy when making a booking via the Website.

By using WAHDAH services and making a booking with us, the Customer acknowledges and agrees to the terms set forth in this Cancellation and Refund Policy.