Refund and Cancellation Policy
This Refund and Cancellation Policy applies to accommodation bookings made with Oak & Ivory, operated by Momentum Hospitality By Bam Sdn Bhd (1675750T / 202601013652).
1. Free Cancellation
Guests may cancel their booking and receive a full refund if the cancellation request is submitted at least 48 hours before the scheduled check-in time stated in the booking confirmation.
For example, if the scheduled check-in time is 3:00 PM on 10 September, the cancellation request must be received no later than 3:00 PM on 8 September.
2. Late Cancellation
Cancellations submitted less than 48 hours before the scheduled check-in time are not eligible for a refund. The full booking amount will be retained.
3. No-Show
A booking will be considered a no-show if the guest does not arrive on the scheduled check-in date and has not cancelled within the permitted cancellation period.
No refunds, credits or date changes will be provided for no-shows.
4. Early Check-Out and Unused Stay
No refund will be provided if a guest:
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Checks out earlier than the confirmed check-out date;
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Arrives later than the confirmed check-in date;
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Does not use part of the booked stay; or
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Decides not to stay after the cancellation deadline has passed.
5. Booking Changes
Requests to change the booking date, room type or other booking details are subject to availability and approval.
A change requested less than 48 hours before the scheduled check-in time may be treated as a late cancellation. Any difference in the room rate or applicable charges must be paid by the guest.
6. Eligible Refunds
Approved refunds will be returned through the original payment method. Processing time may vary depending on the payment provider or financial institution.
Any payment processing, bank or third-party service fees that are non-refundable to us may be deducted from the refund, where permitted by law.
7. Cancellation by Oak & Ivory
If Oak & Ivory is unable to provide the confirmed accommodation and cannot offer a suitable alternative accepted by the guest, the affected booking amount will be refunded.
8. Policy Amendments
Oak & Ivory reserves the right to amend this policy at any time without prior notice. Any updated policy will take effect once published on our website.
Changes will generally apply to bookings made after the updated policy is published. Confirmed bookings will remain subject to the policy or cancellation terms presented at the time of booking, unless otherwise required by Malaysian law.
9. Contact Us
To request a cancellation or refund, please contact us and provide your name, booking number, scheduled check-in date and reason for cancellation.
Oak & Ivory
Operated by Momentum Hospitality By Bam Sdn Bhd
Registration No.: 1675750T / 202601013652
Address:
No. 9, Block D2,
Pusat Perdagangan Lon Medini 2,
Persiaran Medini Sentral 5,
Bandar Medini Iskandar,
79250 Iskandar Puteri, Johor, Malaysia.
Telephone: 019-256 4134
Email: oakandivory.official@gmail.com
