Booking, Cancellation & Refund Policy

1. Purpose

This policy sets out the rules governing bookings, cancellations, refunds, no-shows, and rescheduling for classes and activities booked through the BeyondClass platform. It applies to all Parents and Users making bookings through our mobile application or website.

BeyondClass acts as a marketplace and booking facilitator. While we set platform-wide minimum standards, individual Providers may have their own additional policies which will be clearly displayed on their listing at the time of booking.

2. Key Definitions

• "Booking" — A confirmed reservation for a class, activity, or programme made through the Platform.
• "Class Start Time" — The scheduled commencement time of the booked activity as displayed on your confirmation.
• "Cancellation" — The act of withdrawing from a confirmed Booking before the Class Start Time.
• "Late Cancellation" — A cancellation made less than 12 hours before the Class Start Time.
• "No-Show" — Failure to attend a booked class without prior cancellation.
• "Provider" — The enrichment centre, tuition centre, tutor, or activity provider delivering the booked Service.
• "Credit" — A monetary value stored in your BeyondClass account for future bookings (where applicable).

3. Making a Booking

3.1 Booking Confirmation

A Booking is only confirmed when:

• Payment has been successfully processed through our payment provider (Stripe)
• You receive a confirmation email and/or in-app notification
• The Booking appears as "Confirmed" in your BeyondClass account

Please check your Booking details carefully upon confirmation. If you notice any errors, contact us within 1 hour at hello@beyondclass.my.

3.2 Pricing and Fees

All prices displayed on the Platform are in Malaysian Ringgit (RM) and are set by the Provider. BeyondClass may charge a service fee, which will be clearly shown before you complete your Booking. The total amount payable will be displayed at checkout before payment.

3.3 Booking on Behalf of Others

If you make a Booking for your child or another person, you are responsible for ensuring they attend. All cancellation fees and no-show penalties will apply to your account regardless of who was booked to attend.

4. Standard Cancellation Policy

Our cancellation policy is designed to be fair to both Parents and Providers. We encourage early cancellation so that class spots can be offered to other families.

4.1 Cancellation Timeline

The following standard cancellation rules apply unless a Provider specifies a stricter policy on their listing:

4.2 How to Cancel

To cancel a Booking:

1. Open the BeyondClass app or website
2. Go to "My Bookings"
3. Select the Booking you wish to cancel
4. Tap "Cancel Booking" and confirm
5. You will receive a cancellation confirmation email

Important: Cancellations must be made through the Platform. Notifying the Provider directly does not constitute a valid cancellation.

4.3 Provider-Specific Policies

Some Providers may have stricter cancellation policies (e.g., 48-hour notice required, no refunds for certain programmes). These will be clearly displayed on the Provider's listing page and at checkout. By completing a Booking, you agree to the Provider's stated cancellation terms.

5. No-Shows

A No-Show occurs when you or your child fails to attend a booked class without cancelling in advance.

5.1 No-Show Consequences

• No refund will be issued
• No credit will be provided
• The Provider retains 100% of the Booking amount

5.2 Repeated No-Shows

Frequent No-Shows affect Providers and prevent other families from booking. If you accumulate:

• 3 No-Shows within 30 days: Warning notification sent to your account
• 5 No-Shows within 60 days: Account may be restricted from making new bookings for 7 days
• Persistent pattern: Account may be suspended pending review

6. Refunds

6.1 Eligible Refunds

• Cancellation made more than 24 hours before class (full refund)
• Cancellation made 12–24 hours before class (50% refund)
• Provider cancels the class
• Class was not delivered as described
• Technical error resulted in duplicate booking
• Approved exceptional circumstances (see Section 7)

6.2 Refund Methods

Refunds will be processed using your original payment method:

• Credit/Debit Card: 5–10 business days (depending on your bank)
• Online Banking (FPX): 5–10 business days
• E-Wallet: 3–7 business days

BeyondClass service fees may be non-refundable depending on the circumstances. This will be clearly communicated at the time of refund.

6.3 Refund as Credit

In some cases, you may be offered the option to receive your refund as BeyondClass Credit instead of a monetary refund. Credits:

• Are applied instantly to your account
• Can be used for any future Booking on the Platform
• Are valid for 12 months from the date of issue
• Cannot be exchanged for cash
• Are non-transferable between accounts

7. Exceptional Circumstances

We understand that unexpected situations arise. BeyondClass may, at its discretion, waive standard cancellation fees in the following circumstances:

7.1 Medical Emergencies

If you or your child experiences a sudden illness or medical emergency, you may request a full refund or credit by providing:

• Medical certificate (MC) or hospital documentation
• Request submitted within 48 hours of the missed class

7.2 Bereavement

In the event of a death in your immediate family, we will provide a full refund or credit upon notification.

7.3 Severe Weather or Natural Disasters

If a class cannot be attended due to government-declared emergencies, floods, or severe weather warnings affecting your area, a full refund or credit will be provided.

7.4 Platform or Provider Issues

Full refunds are automatically provided when:

• The Provider cancels the class
• The class is significantly different from the description (wrong location, wrong age group, etc.)
• Technical issues on our Platform prevented attendance
• Safety concerns are identified and reported

7.5 How to Request an Exception

To request a refund under exceptional circumstances:

1. Email hello@beyondclass.my with subject line: "Refund Request – [Your Booking Reference]"
2. Include your Booking details and reason for the request
3. Attach any supporting documentation
4. Requests must be submitted within 48 hours of the scheduled class

We aim to respond to all exception requests within 3 business days.

8. Provider Cancellations

8.1 When a Provider Cancels

If a Provider cancels a class you have booked, you will:

• Receive immediate notification via the app and email
• Receive a full refund automatically processed within 5–10 business days, OR
• Be offered the option to rebook to an alternative date/time at no extra cost

8.2 Class Rescheduling by Provider

If a Provider reschedules a class to a different date or time:

• You will be notified as soon as possible
• You may accept the new date/time, OR
• Request a full refund if the new time does not suit you

9. Rescheduling by Parents

9.1 Rescheduling Option

Where available, you may reschedule a Booking instead of cancelling. Rescheduling is subject to:

• Availability of alternative dates/times with the same Provider
• Request made at least 24 hours before the original Class Start Time
• Maximum of one reschedule per Booking

9.2 Rescheduling Fees

• More than 24 hours notice: No fee
• 12–24 hours notice: RM5 rescheduling fee may apply
• Less than 12 hours notice: Rescheduling not available; standard cancellation policy applies

10. Packages, Term Bookings & Subscriptions

10.1 Multi-Class Packages

Some Providers offer packages (e.g., 4-class pack, 10-class pack). Cancellation rules for packages:

• Individual classes within a package follow the standard cancellation policy
• Full package refunds are only available if no classes have been attended
• Partial refunds (for unused classes) are at the Provider's discretion
• Package validity periods apply as stated by the Provider

10.2 Term Bookings

For term-based programmes (e.g., 10-week courses), withdrawal policies are set by the Provider and will be clearly stated at booking. Generally:

• Withdrawal before term starts: Full refund minus administrative fee (if any)
• Withdrawal during first 2 weeks: Pro-rata refund may be available
• Withdrawal after 2 weeks: No refund (unless exceptional circumstances apply)

11. Trial Classes

Many Providers offer trial classes at reduced rates. Trial class cancellations:

• Follow the same cancellation timeline as regular classes
• May have stricter no-refund policies depending on the Provider
• Are limited to one trial per Provider per child

12. Disputes and Appeals

12.1 Raising a Dispute

If you believe a refund decision is incorrect or you have a dispute regarding your Booking:

1. Contact us at hello@beyondclass.my within 7 days of the decision
2. Provide your Booking reference and details of the dispute
3. Our team will review and respond within 5 business days

12.2 Final Decision

BeyondClass's decision on all refund and cancellation matters is final. We aim to be fair and reasonable in all circumstances while balancing the needs of Parents and Providers.

13. Important Reminders

14. Policy Updates

We may update this policy from time to time. Material changes will be notified via email and in-app notification. The updated policy will apply to all new Bookings made after the effective date. Existing Bookings will be honoured under the policy in effect at the time of Booking.

15. Contact Us

For questions about this policy or assistance with cancellations and refunds: