Bestie | Your Ride Companion

Last updated: May 1st, 2026

This Refund Policy explains when refunds may be issued, how refund requests are reviewed, what information you must provide, and the conditions that apply when using the Bestie mobile application, website, and related services.

By using Bestie, placing a booking, making a payment, or completing a transaction through the Platform, you agree to this Refund Policy as well as our Terms & Conditions and any service-specific policies.

1. INTRODUCTION

Bestie is a multi-service digital platform that connects users with independent service providers for ride-hailing, parcel delivery, emergency transport facilitation, dignity care transport, and vehicle rental services.

Because Bestie services are mostly on-demand, time-sensitive, and partner-based, refunds are not automatic in every situation. Refunds are considered only where permitted by this Policy, where required by law, or where Bestie determines that a refund is fair and appropriate based on the facts of the case.

This Refund Policy is intended to provide clear rules so that users understand:

when a refund may be available;
when a refund will not be available;
how to submit a refund request;
how long the review process may take;
and what documents may be required.

2. GENERAL REFUND PRINCIPLES

Our refund decisions are guided by the following principles:

Fairness: We aim to treat users, partners, and service providers fairly.
Service Completion: Refunds are less likely once a service has been completed or substantially performed.
Evidence-Based Review: Refund claims are reviewed based on the booking history, transaction records, system logs, communications, and supporting evidence.
Fraud Prevention: We may reject or limit refunds where we suspect abuse, misuse, or fraud.
Partner Protection: Where a Partner has already committed time, fuel, travel, labor, or operational effort, a cancellation or service fee may still apply.
Legal Compliance: Nothing in this Policy affects any statutory rights you may have under applicable law. In Malaysia, consumers may seek redress under the Consumer Protection Act 1999, and the Consumer Claims Tribunal provides an alternative forum for certain claims under Act 599.

3. SCOPE OF THIS POLICY

This Refund Policy applies to all payments made through Bestie, including but not limited to:

Bestie Ride booking fares;
Bestie Go delivery charges;
Bestie Aid service charges;
Bestie Care service charges;
Bestie Way rental or booking charges;
cancellation fees;
waiting fees;
tolls, parking, or special service surcharges;
platform service fees;
promotional or discounted transactions;
subscription fees, if offered in the future;
wallet or stored-value transactions, if applicable;
duplicate or accidental payments;
partial service refunds;
and any other amount collected through the Platform.

4. WHEN A REFUND MAY BE ELIGIBLE

A refund may be approved in full or in part in the following situations:

4.1 Service Was Not Delivered

A refund may be considered if:

no Partner was assigned and payment was deducted;
the booking failed due to a system error after payment was successfully captured;
Bestie or the Partner cancelled the booking before service began and no valid replacement was available;
the service was not started or performed.

4.2 Major Service Failure

A refund may be considered where:

the Partner did not arrive or did not respond within a reasonable time;
the service could not be completed due to a partner-side failure;
a delivery or transport job could not be completed because of operational failure attributable to the Partner or system;
the service materially differed from what was booked.

4.3 Technical or Billing Error

A refund may be considered if:

you were charged twice for the same transaction;
the fare was incorrectly calculated due to a system error;
the transaction was duplicated;
a payment was captured incorrectly;
a promo code, voucher, or discount was not applied due to a platform defect.

4.4 Safety or Misconduct Incident

A refund may be considered where there is verified evidence of:

unsafe conduct by a Partner;
serious misconduct;
abusive behavior;
a service incident that made completion unreasonable or impossible;
a policy breach by the Partner that materially affected the booking.

4.5 Partial Service Performance

Where only part of a service was provided, Bestie may issue a partial refund based on:

the portion completed;
the portion not completed;
the time or distance already used;
the cost already incurred by the Partner.

4.6 Other Fairness-Based Exceptions

Bestie may, in its discretion, issue a refund or credit in unusual circumstances where fairness requires it, even if the situation is not expressly listed above.

5. WHEN A REFUND WILL NOT BE GIVEN

Refunds will generally not be issued in the following situations:

5.1 Service Was Successfully Completed

No refund is normally issued where:

the ride was completed;
the parcel was delivered;
the rental period was used;
the emergency or care-related service was fulfilled as booked;
the Partner completed the job according to the request.

5.2 User Error

Refunds will not usually be granted if the issue arose because:

the user entered the wrong pickup or drop-off location;
the user entered wrong recipient details;
the user gave inaccurate service instructions;
the user missed the vehicle or did not appear at pickup;
the user failed to be contactable;
the user changed their mind after service dispatch or arrival.

5.3 Late Cancellation

Refunds will not usually be granted if the user cancels:

after a Partner has already been assigned and dispatched, unless our policy says otherwise;
after the Partner arrives at the pickup point;
after the service has begun;
after the applicable free cancellation window has expired.

5.4 External Causes

Refunds will not usually be granted for delays, disruptions, or losses caused by:

traffic;
weather;
road closures;
public events;
force majeure;
poor internet connectivity on the user’s side;
third-party outages outside Bestie’s control.

5.5 Misuse or Abuse

Refunds may be denied where there is evidence of:

repeated false claims;
fraudulent charge disputes;
systematic abuse of promotions;
suspicious cancellation patterns;
attempts to exploit the refund process.

6. CANCELLATION RULES

6.1 User Cancellation

Users may cancel a booking through the Platform before completion. Depending on the service type and timing, the following may apply:

no charge during a free cancellation window;
a partial fee if a Partner has already been assigned or dispatched;
a full cancellation fee if the service has effectively started or the Partner has arrived.

6.2 Partner Cancellation

If the Partner cancels for a reason that is not the user’s fault, Bestie may:

issue a full refund,
offer a replacement Partner,
or issue platform credit where appropriate.

6.3 System Cancellation

If the system cancels due to technical failure or lack of available Partners after successful payment, Bestie may issue a full refund or another remedy as appropriate.