Cancellation & Refund Policy

Last updated: 18 October 2026

This policy covers bookings made and paid on napzbox.com. NapzBox is a hotel, so we do not ship any goods. This page is our cancellation, refund and return policy. Bookings made through other websites or apps (such as Agoda or Booking.com) follow the rules shown on that website.

1. Paying for your booking

• You pay the full amount online when you book. The price is per pod, per night, and is shown before you pay.
• Payments are handled securely by our payment providers (Stripe and CHIP). We never see or store your full card details.
• After payment you get a confirmation email. Reception will also confirm your pod.
• Room prices include everything except the RM5 per night kelestarian (sustainability) fee, which is paid at the counter and is never part of the online payment.

2. Cancellations by you

• Online payments are non-refundable. This includes cancellations, no-shows and early check-outs.
• Paid bookings cannot be cancelled for free, but you can ask to change your dates. Date changes are possible with staff approval, subject to availability. Call reception on +60 10-303 8323 (24 hours).
• If you do not arrive by 23:59 on your check-in date without telling us, the booking is treated as a no-show and the pod may be released.

3. If we cannot provide your pod

If NapzBox cannot provide the pod you booked, reception will offer you:

• an alternative pod,
• different dates, or
• a credit for a future stay.

If none of these works for you, we will refund your payment in full.

4. Payment errors

If you were charged twice, or charged the wrong amount, contact us and we will refund the extra amount in full once we have checked it.

5. How refunds are paid

• Refunds always go back to the original payment method (the same card, online banking account or e-wallet). We do not refund in cash or to a different account.
• We send the refund within 7 working days of approving it. Your bank or e-wallet may then take another 5 to 14 working days to show it.
• Refunds are in Malaysian Ringgit (RM). If your card is in another currency, the amount you get back may differ slightly because of exchange rates and your bank's fees.

6. How to ask for a refund or change

Contact reception by phone, WhatsApp or email. Please give your name, booking date and the email used for the booking. We reply within 2 working days.

See also our Terms & Conditions and Privacy Policy.