Refund and Cancellation Policy

1Scope of This Policy

This policy sets out the terms for booking cancellations, deposit refunds and reimbursements for the phototherapy lamp rental service of Tomel Baby Home Phototherapy, operated by Wasbir Sdn. Bhd. (Company Registration No. 202101040240 / 1440540-H).

This policy should be read together with our Terms and Conditions and Privacy Policy. By making a booking, you agree to the terms set out here.

2Quick Summary

3Prices, Deposit and Payment

Additional charges that may apply:

• Rental extension at RM100 per day for the 4 Days 3 Nights package, subject to confirmation before the return time.
• Additional eye patches at RM15 each. One unit is provided at no charge.
• Delivery by Lalamove, with the cost borne by the customer and paid directly to the rider based on distance. Self pickup at a listed location is free of delivery charges.

All payments are made in Ringgit Malaysia. We accept online banking (FPX), credit and debit cards, e-wallets, and direct bank transfer. Bookings arranged through WhatsApp or our careline are paid using a payment link issued for that booking, which opens the secure page of our licensed payment service provider.

A booking is confirmed once the upfront payment is received and the suitability of home treatment has been confirmed.

Refunds are returned through the original payment channel where possible. Payments made by card or e-wallet may be refunded through the same channel, subject to the processing rules of the payment service provider. Where that is not possible, the refund is made by bank transfer to the account you nominate.

4Cancellation Before Delivery or Installation

4.1 Early cancellation

A cancellation made 24 hours or more before the agreed delivery or pickup time qualifies for a full refund of all amounts paid.

4.2 Late cancellation

For a cancellation made less than 24 hours before the agreed time, or after the equipment has been dispatched, the rental fee and deposit are refunded but any delivery or travel cost already incurred is not refunded.

4.3 Changes on medical advice

4.4 Postponement

The rental date may be postponed at no additional charge by notifying us at least 12 hours before the delivery time, subject to unit availability.

5Cancellation or Early Return After Installation

• The package rental fee is not refunded on a pro rata basis if the equipment is returned earlier than the booked period.
• The RM300 deposit is still refunded, subject to the condition of the equipment on return.

6Refund of the RM300 Deposit

A deposit of RM300 applies to every rental and is refunded in full when:

• All equipment and accessories are returned complete.
• The equipment is in good condition and works as it did on delivery.
• There are no outstanding charges such as extension days or additional eye patches.

Deposit refunds are processed within 7 to 14 working days after the equipment is received and inspected. Payment is made by bank transfer to the account you nominate. We do not issue cash refunds on site.

7Deductions From the Deposit

Deductions are based on actual cost and are notified to you with supporting evidence such as photographs or a repair invoice. Deductions may apply for:

If the cost of damage or loss exceeds the deposit, the balance is payable by the customer and an invoice will be issued. Normal signs of use such as light scratches are not charged.

8If the Equipment Does Not Work

If the equipment does not work properly and this is not caused by customer negligence:

• Contact our careline at 019-962 2345 immediately.
• We will attempt to resolve the issue by phone, or replace the unit as soon as possible at no additional cost.
• If a replacement unit cannot be provided within a reasonable time, you may choose either a pro rata refund for the affected days or an extension of the rental period.

9Delivery Costs

• Lalamove delivery costs are borne by the customer and paid directly to the rider. These costs are not refunded once delivery has been carried out.
• If the rider arrives at the address given but no one is available to receive the equipment, or the address given is incorrect, the cost of a repeat trip is borne by the customer.
• Self pickup at a listed location is free of charge.

10How to Request a Refund

Refund requests may be made by WhatsApp to 019-962 2345 or by email to tomelbaby.homephototheray@gmail.com, including:

1. The name and telephone number used for the booking.
2. The rental date and the package taken.
3. The receipt or proof of payment.
4. The reason for the request.
5. The bank name, account holder name and account number for the transfer.

Requests should be made within 14 days from the date the equipment was returned or the date of cancellation.

11Processing Time

• Deposit refunds are processed within 7 to 14 working days after the equipment is received and inspected.
• Other approved refunds are processed within up to 14 working days from the date of approval.
• Your bank may require additional time to credit the funds to your account.

All refunds are made in Ringgit Malaysia by bank transfer to an account in Malaysia.

12Exclusions

Refunds are not given for:

• Rental periods that have already been used.
• Delivery costs for trips already carried out.
• Losses arising from misuse, modification or use of the equipment contrary to the guidance provided.
• Equipment returned to any party other than our authorised representative.

13Disputes and Contact

Please contact us first if you are not satisfied with a refund decision:

If a dispute cannot be resolved, you have the right to bring a claim before the Tribunal for Consumer Claims Malaysia under the Consumer Protection Act 1999.

This policy may be amended from time to time. The version that applies to your booking is the version shown on this page on the date the booking was made.