Refund & Cancellation Policy

1. Two-Stage Pre-Authorization Hold Mechanics

When a guest requests a booking on Embun Homes, funds are pre-authorized (card hold) rather than billed immediately:

• Guest Cancellation Before Approval: If you cancel your pending reservation before the host accepts it, our system automatically calls cancelChipPurchase to release the hold on your card. No money leaves your account.
• Host Rejection / Expiration: If the host declines the request or the 24-hour review period expires, the hold is released immediately.

2. Confirmed Reservation Cancellation Tiers

Once a booking is accepted by the host and payment is captured (PAID status), the following cancellation terms apply:

• 7 Days or more prior to Check-in: 100% refund of the total booking price.
• Between 3 and 6 Days prior to Check-in: 50% refund of the total accommodation fee.
• Less than 72 Hours prior to Check-in or No-Show: Non-refundable, as the homestay space has been reserved and prepared exclusively for your party.

3. Processing Timelines for Bank & Card Reversals

Refunds are initiated electronically through CHIP In Asia Sdn. Bhd. to the original card or bank account used at checkout:

• Credit / Debit Card Holds: Hold releases usually reflect immediately or within 1–3 business days depending on your issuing bank.
• Settled Payments: Official card refunds take 5 to 14 business days to post onto your monthly statement due to interbank clearing cycles in Malaysia.

4. Extenuating Circumstances

In the rare event of official government travel bans, natural disasters, or severe infrastructure failures at the property, Embun Homes may authorize a full refund or free rescheduling upon review by our support team.