PAYMENT & REFUND POLICY INTRODUCTION By accessing, registering or using our services on the site and/or application, you (on behalf of yourself or the business you represent) agree to be bound by the terms and conditions of this payment policy (“Policy”), each may be modified from time to time. If you do not agree to these terms and conditions, you shall not use or access the services and your unauthorised use shall be at your own risks and we will not be held liable therein. This Policy applies to your use of our payment processing services and/or any related services. GENERAL This Policy applies to both Merchant and User when any of them open and/or register account with HeyHo and using HeyHo online payment system. We may delay or reject a transaction from any user and/or to any Merchant otherwise suspend an account if we suspect the transaction or an account is being used without authorization, fraudulently, suspiciously or is otherwise unusual based on prior transaction activity and application of our internal fraud controls. TERMS AND CONDITIONS OF PAYMENT 3.1 USER General: i) Payment Methods. Generally, user may make payments using four types of payment methods: payments by a credit and/or debit cards that we accept ("Card" or "Cards") or by electronically transferring money from a valid bank ("Bank Accounts") or E-Wallet for the use with the service. Such list of payment methods may be modified by us from time to time. We may restrict the available payment method to manage risk or based on the type of transaction. User may be required to verify that you control or has ownership of the Cards or Bank Accounts or E-Wallet that you register prior to using them for transactions or to obtain additional payment privileges. Should you realised there is cyber invasion or intrusion of your E-Wallet account, you should give a 24-hour written notice to HeyHo and HeyHo will make its best endeavour to solve the issue within 7 days. ii) User should understand that use of the services may result in charges to user for the services or goods you receive from a third party provider (“Charges”). After user have received services or goods obtained through user’s use of the HeyHo Service, HeyHo will facilitate user payment of the applicable Charges on behalf of the third party provider as such third party provider’s limited payment collection agent. Payment of the Charges in such manner shall be considered the same as payment made directly by user to the third party provider. Charges will be inclusive of applicable taxes where required by laws in Malaysia. Charges paid by user are final and non-refundable, unless and otherwise determined by HeyHo. iii) All Charges are due immediately and payment will be facilitated by HeyHo using the preferred payment method designated in user’s account, after which HeyHo will send user a receipt by email. If user primary account payment method is determined to be expired, invalid or otherwise not able to be charged, user agree that HeyHo may, as the third party provider’s limited payment collection agent, use a secondary payment method in user Account (if any). iv) If user is not able to honor any booking and/or purchase, user may cancel reservation before the order is confirmed. We ask that user cancellation be done in a timely manner. For all booking and/or purchase, we may impose a holding charge or pre-payment on the restaurant's behalf. Such holding charge or pre-payment is to ensure that user honor the booking and/or purchase. By clicking on the button to place the order, user confirm that user have read and agree to the terms of HeyHo Services. User also acknowledge that we shall not be responsible for or entertain any disputes relating to the holding charge or pre-payment in the event that user have failed to honor the booking and/or purchase. v) Failure to honor user booking and/or purchase, an email will be sent to user informing user of “user no-show”. User records will be updated for the no-show and user account will be suspended if user no-show for four reservations within the same twelve month period. User agree that all final no-show determinations will be made by HeyHo in its sole discretion. vi) If user decide to cancel user booking and/or purchase after the order is confirmed, and/or prepared, all payments made are non-refundable and user hereby agree that he/she has no rights to claim and/or demand for any losses and/or expenses arising out of or in connection with user use of our services. Refund and Compensation i) In any event of food poisoning, allergies and/or other effect that is harmful to user’s health caused by the items or foods ordered from HeyHo’s service and/or in the case of non-delivery or incomplete order after the payment has been made on the electronic payment service of our platform, HeyHo reserves the right to decide on the necessary compensation and/or refund payment to user, provided that the user shall give 24 hours written notice to HeyHo on the details of the incident. HeyHo may process the compensation and/or refund payment to the user within 14 days upon confirmation that the incident is due to HeyHo’s and/or HeyHo’s Merchant partner’s fault. If the incident happens is of urgent and/or emergency nature which involves hospitalisation, HeyHo will at its own discretion or judgment make compensation to the user as it deems fit and such compensation shall be borne by the Merchant and the Merchant shall reimburse HeyHo accordingly. User to take note that the maximum claim for compensation provided by HeyHo is capped at RM5,000.00 for all medical and hospitalisation claims and/or any other claims arising out of the same complaint. User may lodge any complaint or the written notice for compensation sum and/or refund purpose by contacting the below: i) E-mail: ii) Helpline: Disclaimer: You would agree that HeyHo shall not be held responsible for any of the above events and/or incidents as HeyHo only help and assist on the compensation claim on behalf of the Merchant. Merchant shall be solely responsible for any of the above events. 3.2 MERCHANT HeyHo will deduct any fees from the payment HeyHo collects from user on Merchant’s behalf, as detailed below:- Costs and Expenses Each party will be responsible for its expenses and costs in connection with the transaction and/or business. Taxes on Fees All fees payable pursuant to the transaction and/or business shall be deemed to be exclusive of Sale & Services Tax (SST) or any taxes imposable by the Government of Malaysia from time to time. If SST is chargeable on any fees, the Merchant shall pay to HeyHo an amount equal to the amount of the SST in addition to and at the same time as payment of the Fees. Fees shall be paid free and clear of and without deduction for or on account of withholding tax (if applicable). If Merchant is required to make such a deduction or withhold such tax, the sum payable by Merchant shall be increased to the extent necessary to ensure that HeyHo receives a sum net of any withholding or deduction equal to the sum which it would have received had no such deduction or withholding been made or required to be made. Relief In the Terms and Conditions, as stated and acknowledged by your goodselves that you shall prepare, handle and store all Items in accordance with applicable laws, which shall include, without limitation, all laws, rules and regulations governing time or temperature controls required for food hygiene and safety, you shall take full responsibility in any event of food poisoning, allergies and/or other effect that is harmful to user’s health caused by the items or foods ordered from HeyHo’s service and/or in the case of non-delivery or incomplete order after the payment has been made on the electronic payment service of our platform, HeyHo reserve the right to decide on the necessary compensation and/or refund payment to user, provided that the user shall give 24 hours written notice to HeyHo on the details of the incident. HeyHo may process the compensation and/or refund payment to the user within 14 days upon confirmation that the incident is due to HeyHo’s and/or HeyHo’s Merchant partner’s fault. If the incident happens is of urgent and/or emergency nature which involves hospitalisation, HeyHo will at its own discretion or judgment make compensation to the user as it deems fit and such compensation shall be borne by your goodselves and you shall reimburse HeyHo accordingly. POLICIES ON ANTI MONEY LAUNDERING ACTIVITIES HeyHo has established a set of policies and procedures in an effort to counter the risk of money laundering and financing of terrorism in compliance with the provisions of Anti-Money Laundering, Anti-Terrorism Financing and Proceeds of Unlawful Activities Act 2001 (“AMLA”). The policies and procedures encompass the following: Training and education on the subject matter to all employees; and Ensuring prompt reporting of suspicious transactions to Bank Negara Malaysia. E-WALLET HeyHo online payment platform accept E-Wallet which allow user to make payment without cash in a faster manner and secure environment. The E-Wallet is only usable and applicable to the purchase in HeyHo App. User may top-up their account with any preferred amount of money for any purchase and/or order on the HeyHo App. In the event of low credit balance, user may either choose to top-up their account and/or withdraw the balance from the account. If user choose to withdraw the balance from the account, the user need to follow the steps as provided below:- User is required to fill in the form for withdrawal of balance with all the necessary details for HeyHo to process the same online; User is required to submit the reason for the request to withdraw the balance; and User is required to provide us the valid bank account details for us to process the payment of the balance to the user. Kindly take note that the bank account provided is at best under the name of the user to avoid unnecessary issue that may happen on the payment of your balance. Once the above steps are satisfied, HeyHo will proceed with the withdrawal request. The withdrawal process may take up to 14 days given the time required for our team to verify all informations and details before we could proceed with the payment for the balance and the traffic of the bank transaction might take longer during specific season.