1. Platform Role BridgeLah operates as a digital marketplace intermediary connecting customers with local service providers. We coordinate the bookings and payments, but the physical service is executed by independent professionals. Refunds and cancellations are governed by the terms below to ensure fair mediation for both users and providers.

2. Booking Cancellations In compliance with the Malaysian Consumer Protection Act 1999 (CPA), consumers possess the right to cancel future service contracts.

• Advance Cancellations: Bookings cancelled at least 24 hours prior to the scheduled service time are eligible for a full refund of any deposits or pre-payments.

• Late Cancellations: If a cancellation is made less than 24 hours before the appointment, or if the provider is already en route to the location, a cancellation penalty applies. Under Section 17 of the CPA 1999, this charge is legally capped at 5% of the full contract price, the cost of any materials the consumer retains, or the portion of the service already rendered.

3. Provider No-Shows If a confirmed service provider fails to arrive at the scheduled location (whether in Klang, Shah Alam, Setia Alam, Bukit Raja, or surrounding coverage zones) and fails to notify the customer, BridgeLah will issue a 100% full refund. The platform will also prioritize rebooking the customer with an alternative available provider.

4. Service Quality and Dispute Resolution Because labor and time cannot be physically returned, standard merchandise return protocols do not apply. However, all services arranged through the platform are protected by implied guarantees under Part V of the CPA 1999, which dictate that services must be of acceptable quality and fit for their disclosed purpose. These statutory guarantees operate automatically by law and cannot be excluded or restricted by contract.

• Reporting: If a completed service is defective, incomplete, or fails to meet the agreed scope, customers must report the issue to BridgeLah Support within 48 hours of job completion.

• Mediation & Remedies: BridgeLah will mediate the dispute. For minor failures, the service provider will be required to rectify or repair the issue at no additional cost. For major failures where the service is substantially unfit, the customer may choose between a partial refund, a full refund, or compensation for the reduction in value.

5. Non-Refundable Scenarios While blanket "no refund, no cancellation" policies are a direct violation of consumer rights in Malaysia, refunds will not be granted under the following circumstances:

• The service was fully and correctly completed according to the booking, but the customer changed their mind afterward.

• The customer provided inaccurate site details or failed to provide necessary access to the premises, preventing the provider from executing the work.

6. Refund Processing Approved refunds will be routed back to the customer's original payment method via the integrated payment gateway. Processing typically takes 5 to 7 working days to reflect in the customer's bank account, depending on the issuing bank's specific settlement procedures.