At Chattarre, we understand that plans may change. This Refund and Cancellation Policy explains how cancellations, rescheduling, and refunds are handled.
Please read this policy carefully before making a booking or payment.
1. Cancellation More Than 48 Hours Before the Session
If you cancel your confirmed session more than 48 hours before the scheduled session time, you may request to reschedule your session, subject to availability.
Where a refund is approved by Chattarre, the refund may be subject to reasonable administrative or transaction charges, where applicable.
2. Cancellation Between 24 and 48 Hours Before the Session
If you cancel between 24 and 48 hours before the scheduled session time, you may be eligible for one (1) rescheduling opportunity, subject to availability.
Further changes may be treated as a late cancellation.
3. Cancellation Less Than 24 Hours Before the Session
Cancellations made less than 24 hours before the scheduled session time may result in the session being considered forfeited.
No refund or rescheduling may be provided.
Chattarre may consider exceptional circumstances at its reasonable discretion.
4. No-Show
If you fail to attend or answer the scheduled WhatsApp Call or other agreed communication method without prior notice, you will be considered a no-show.
The session may be considered used or forfeited.
No refund will generally be provided for a no-show.
5. Late Arrival
Sessions generally begin at the scheduled appointment time.
If you arrive late, the session may still end at the originally scheduled end time.
Late arrival does not automatically extend the session.
6. If Chattarre Cancels the Session
If Chattarre needs to cancel a confirmed session, we will make reasonable efforts to notify you as soon as possible.
You may be offered:
- A rescheduled session; or
- A refund for the affected session.
7. Technical Problems
If a session cannot reasonably continue due to a significant technical issue, such as a communication platform failure or serious connection problem, Chattarre will assess the situation.
Depending on the circumstances, Chattarre may offer:
- Continuation of the session at another time;
- Rescheduling; or
- Additional session time where appropriate.
Chattarre is not responsible for technical problems caused solely by the customer's device, internet connection, software, or environment.
8. Companion Pass and Multi-Hour Packages
Any Companion Pass or multi-hour package is valid for six (6) months from the date of purchase, unless otherwise stated.
Customers are responsible for booking and using their sessions before the expiry date.
Unused sessions or hours may expire after the validity period.
Companion Passes and multi-hour packages are generally:
- Non-transferable;
- Not exchangeable for cash; and
- Not refundable once partially used, except where required by applicable law or otherwise approved by Chattarre.
9. Refund Processing
Where a refund is approved, Chattarre will generally process the refund using an appropriate method.
Refund processing time may vary depending on the bank, payment method, and other circumstances.
Customers may be required to provide information necessary to process the refund.
10. Exceptional Circumstances
Chattarre understands that unexpected situations may occur.
Requests arising from exceptional circumstances may be considered on a case-by-case basis at Chattarre's reasonable discretion.
11. Customer Rights
Nothing in this Refund and Cancellation Policy is intended to remove or restrict any consumer rights that cannot legally be excluded under applicable Malaysian law.
12. Contact Us
For cancellation, rescheduling, or refund enquiries, please contact:
- Chattarre
- Operated by: ZEN MANAGEMENT
- Business Registration No.: 202303099064 (CT0120392-H)
- Business Address: 15-1-2, Jalan Setia Prima A, U13/A, Setia Alam, Seksyen U13, 40170 Shah Alam, Selangor, Malaysia
- Email: social@chattare.com
- WhatsApp: +60 11-5918 1133