Refund & Return Policy
Last Updated: January 7, 2025
1. Overview
This Refund and Return Policy outlines the terms and conditions under which Elegant Aspire Sdn Bhd (Company No: 200801017132 (818425-M)) processes refunds for the MK Parking Payment System. We are committed to fair and transparent refund practices in compliance with Malaysian consumer protection laws.
2. Refund Eligibility
2.1 Eligible for Refund
The following situations qualify for refunds:
- Duplicate Payments: Accidental multiple charges for the same transaction
- System Errors: Incorrect deductions due to technical issues
- Failed Services: Payment processed but service not delivered
- Overcharges: Amount charged exceeds actual parking fee
- Account Closure: Unused credits upon account termination
- Unauthorized Transactions: Fraudulent or unauthorized charges (subject to investigation)
2.2 Not Eligible for Refund
- Used Credits: Credits already consumed for parking
- Monthly Passes: Active or partially used passes (see Section 4)
- Change of Mind: Personal decision not to use the service
- Expired Passes: Passes that have reached their expiry date
- Policy Violations: Account suspended or terminated for violations
- Third-Party Fees: Payment gateway or bank charges
3. Credit Reload Refunds
3.1 Refund Window
- Standard Refunds: Within 30 days of reload
- System Error Refunds: Within 90 days of transaction
- Account Closure Refunds: No time limit for unused credits
3.2 Refund Amount
| Scenario |
Refund Amount |
| Unused credits |
100% of unused balance |
| Duplicate payment |
100% of duplicate amount |
| System error overcharge |
100% of overcharged amount |
| Account closure (active < 30 days) |
100% of unused credits |
| Account closure (active > 30 days) |
100% of unused credits minus RM 5 admin fee |
3.3 Processing Time
- Approval Time: 3-5 business days
- Refund to Payment Method: 5-14 business days (depending on bank/payment provider)
- Urgent Refunds: Expedited processing available for system errors (1-2 business days)
4. Monthly Pass Refunds
4.1 General Policy
Monthly passes are generally non-refundable once activated. However, exceptions apply in the following circumstances:
4.2 Full Refund Scenarios
- Pre-activation Cancellation: Cancel within 24 hours of purchase before first use - 100% refund
- Service Unavailability: Parking facility closed for more than 7 consecutive days - pro-rated refund
- System Failure: Pass not functioning due to system error - full refund or replacement
4.3 Partial Refund Scenarios
| Days Used |
Refund Percentage |
| 0-3 days |
80% (minus RM 20 cancellation fee) |
| 4-7 days |
60% (minus RM 20 cancellation fee) |
| 8-14 days |
40% (minus RM 20 cancellation fee) |
| 15+ days |
No refund |
4.4 Pass Replacement
Instead of refund, you may opt for:
- Transfer to another facility (subject to availability and price difference)
- Extension of pass validity for service disruptions
- Credit equivalent for future purchases
5. Refund Request Process
5.1 How to Request
Submit refund requests through any of these channels:
- Online Portal:
- Log in to your account
- Go to Transaction History
- Click "Request Refund" on the relevant transaction
- Provide reason and supporting documents
- Email:
- Send request to: refunds@mkparking.com.my
- Include: Transaction ID, date, amount, reason
- Attach: Proof of payment, screenshots if applicable
- Customer Support:
- Call: +603 1234 5678
- Hours: Monday-Friday, 9:00 AM - 6:00 PM
5.2 Required Information
All refund requests must include:
- Transaction ID or Reference Number
- Transaction Date and Amount
- Reason for Refund
- Supporting Documentation (if applicable)
- Preferred Refund Method
- Bank Account Details (for bank transfer refunds)
5.3 Processing Steps
- Submission: Request received and acknowledged (within 24 hours)
- Review: Request reviewed by refunds team (2-3 business days)
- Verification: Transaction and account verified
- Decision: Approval or denial notification sent
- Processing: Approved refunds processed (3-5 business days)
- Completion: Refund issued to original payment method
6. Refund Methods
6.1 Original Payment Method
Refunds are primarily issued to the original payment method:
- Credit/Debit Card: 5-14 business days
- Online Banking: 3-7 business days
- E-Wallet: 1-5 business days
6.2 Alternative Methods
If original method is unavailable, alternatives include:
- Bank Transfer: 3-5 business days (RM 2 processing fee may apply)
- Account Credit: Immediate (bonus 5% credit added)
- Cheque: 7-14 business days (for amounts > RM 500)
7. Disputed Transactions
7.1 Dispute Process
For disputed charges:
- Contact Us First: Resolve directly with our team within 30 days
- Investigation: We investigate and respond within 10 business days
- Chargeback: If unresolved, contact your bank for chargeback
7.2 Fraud Claims
For unauthorized transactions:
- Report immediately (within 24 hours for fastest resolution)
- File police report for amounts > RM 500
- Cooperate with investigation
- Provide requested documentation
- Provisional credit may be issued during investigation
8. Special Circumstances
8.1 Service Disruptions
In case of system-wide outages or facility closures:
- < 24 hours: No refund, credit extension provided
- 24-48 hours: 10% account credit bonus
- 3-7 days: Pro-rated refund or 50% account credit
- > 7 days: Full pro-rated refund
8.2 Force Majeure
No refunds for services interrupted by:
- Natural disasters
- Government actions or restrictions
- Pandemics or public health emergencies
- Acts of war or terrorism
However, alternative compensation (credit extension, account credits) may be offered.
8.3 Account Termination
Voluntary Closure:
- Unused credits refunded in full (minus admin fee if applicable)
- Active monthly passes remain valid until expiry (no refund)
- Processing: 7-14 business days
Involuntary Termination:
- Terms violation: No refund of credits or passes
- Fraudulent activity: No refund, legal action may be taken
- System error termination: Full refund of all unused credits and passes
9. Corporate Account Refunds
9.1 Bulk Refunds
- Minimum RM 1,000 for bulk refund processing
- Processing time: 10-15 business days
- Requires authorized signatory approval
- Issued via bank transfer only
9.2 Contract Termination
- 30 days notice required
- Pro-rated refund based on usage
- Early termination fee may apply (refer to corporate agreement)
10. Refund Denial
10.1 Reasons for Denial
Refunds may be denied if:
- Request made after eligibility window
- Insufficient documentation provided
- Evidence of fraud or misuse
- Credits already consumed
- Terms of Service violations
- Inability to verify transaction
10.2 Appeal Process
- Denial notification sent with reason
- Appeal within 14 days of denial
- Provide additional evidence or clarification
- Senior management review
- Final decision within 7 business days
11. Consumer Rights
11.1 Malaysian Consumer Protection
Under the Consumer Protection Act 1999, you have the right to:
- Fair and reasonable refund practices
- Clear explanation of refund policies
- Recourse for faulty or unsatisfactory services
11.2 Complaint Channels
If unsatisfied with our refund decision, contact:
- Tribunal for Consumer Claims Malaysia:
Website: ttpm.kpdnhep.gov.my
Hotline: 1-800-886-800
- Ministry of Domestic Trade and Consumer Affairs (KPDNHEP):
Hotline: 1-800-886-800
Email: eaduan@kpdnhep.gov.my
12. Refund Policy Updates
We reserve the right to modify this Refund Policy. Changes are effective:
- Immediately for new transactions
- Existing transactions governed by policy at time of purchase
Significant changes will be communicated via email and posted on our website.
13. Contact Information
13.1 Refunds Department
Elegant Aspire Sdn Bhd
Company No: 200801017132 (818425-M)
Refunds Department
Address: Lot 25, 1st Floor, Likas Square Commercial Centre, Jalan Istiadat, Teluk Likas, 88400 Kota Kinabalu, Sabah, Malaysia
Email: sales@elegantaspire.com
Phone: +6088 266 025 / +6088 266 015
Operating Hours: Monday - Friday, 8:00 AM - 5:00 PM | Saturday, 8:00 AM - 12:30 PM (GMT+8)
13.2 Response Times
- Email: Within 24 hours (business days)
- Phone: Immediate during business hours
- Online Portal: Instant acknowledgment, response within 24 hours
14. Additional Notes
- All refund amounts are in Malaysian Ringgit (MYR)
- Refunds are subject to verification and fraud checks
- We reserve the right to request additional documentation
- Multiple refund requests for the same transaction will be declined
- Refund status can be tracked in your account portal
- Keep all transaction records and communications for reference
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