This policy explains when you receive money back for a rental booked through Sewalah, operated by HEROLAH GROUP SDN. BHD., and applies together with the rental company's own policies that you accept for each rental.
1. What you pay at checkout
When you submit a rental application you pay the rental charges, any service charges such as delivery, and the refundable deposit, as shown before payment. Paying does not confirm the rental. The rental company reviews your documents first.
2. If the rental company rejects your application
You receive a full refund of everything you paid for that application, including the deposit. The car is released and you are told the reason.
3. If the rental company does not decide in time
If the company does not review your application, or you do not provide requested corrections, before the deadline shown in your application, the application is cancelled and you receive a full refund. The rental company has 12 hours from your payment to approve or reject your application, and if it asks for corrections you have 24 hours to provide them.
4. Cancelling a confirmed rental
To cancel, send a cancellation request from your rental page. Each request is reviewed against the rental company's cancellation policy, and you are told the outcome and any amount refunded. The cancellation and no-show rules are the rental company's own, shown on its rental policies before you pay. If the company cannot provide the car it confirmed, you receive a full refund.
5. Your deposit
The deposit is held separately from the rental charges. After the car is returned and inspected, the rental company may deduct only amounts allowed by its policies, with evidence. The rest is refunded to you within 7 working days after the car is returned. If you disagree with a deduction, use "Report a problem" on your rental and Sewalah will review the evidence with the rental company.
6. How refunds are paid
Refunds are paid by bank transfer, because FPX payments cannot be reversed automatically. We will contact you by email or phone to confirm the bank account for the refund. A refund shows as pending until the transfer is made, and you are emailed when it is completed. We aim to pay refunds within 7 working days of the refund being approved, once we have your bank account details.
7. Questions and disputes
For refund questions, use "Report a problem" in your account or email [email protected]. This policy does not affect your rights under Malaysian consumer law.