Refund Policy

REFUND POLICY

This Refund Policy applies to retail customers using washing, drying and other self-service laundry services at myDobi outlets.

 

1. When a Refund May Be Approved

A refund, replacement cycle or laundry credit may be considered when:

· Payment has been successfully made, but the machine does not start;

· The machine stops before completing the selected cycle because of a technical fault;

· The customer is charged more than once for the same cycle;

· An incorrect amount is deducted because of a payment-system error;

· The laundry service cannot be completed due to a power, water, system or equipment failure; or

· The customer is charged but does not receive the selected laundry service.

All refund requests are subject to verification and approval.

 

2. When a Refund Will Generally Not Be Provided

Refunds will generally not be provided when:

· The customer changes their mind after payment or after the cycle has started;

· The customer selects the wrong machine, programme, temperature or cycle;

· The customer inserts payment into the wrong machine;

· The machine is overloaded or used incorrectly;

· The customer does not follow the machine instructions;

· Unsuitable or prohibited items are placed inside the machine;

· The washing or drying cycle is completed normally;

· The customer is unhappy with the smell, softness, cleanliness or dryness of the laundry even though the machine operated normally;

· Clothing is damaged because of fabric condition, colour bleeding, shrinkage, fading or incorrect care instructions;

· Items are lost, stolen or left unattended at the outlet; or

· The transaction or incident cannot be reasonably verified.

Customers are responsible for checking garment care labels and ensuring that all items are suitable for washing or drying.

 

3. How to Request a Refund

Customers should submit a refund request as soon as possible, preferably within seven days from the date of the incident.

Refund requests may be submitted through:

Customer Careline: 016-5203624

Submitting a request does not automatically guarantee a refund.

 

4. Review and Verification

Refund requests may be reviewed using available information, including:

· Machine operation records;

· Payment transaction records;

· Hiro application records;

· Outlet CCTV recordings, where applicable;

· Technical inspection findings; and

· Information provided by the outlet operator.

Additional information may be requested from the customer before a decision is made.

Requests may be rejected if the transaction or reported problem cannot be verified.

 

5. Refund Method

Approved claims may be resolved through:

· A refund to the original cashless payment method;

· Hiro credit or other laundry credit;

· A complimentary replacement cycle;

· A payment reversal; or

· Another reasonable refund method determined by myDobi or the relevant outlet operator.

For coin or cash payments, the refund method will depend on transaction verification and the outlet’s operating procedures.

The approved refund will normally be limited to the amount paid for the affected laundry cycle.

 

6. Processing Time

We aim to review refund requests within seven business days after receiving all required information.

Approved cashless refunds may take an additional seven to fourteen business days to appear in the customer’s account, depending on the bank, electronic wallet, payment gateway or payment provider.

 

7. Garments and Personal Belongings

myDobi outlets are self-service facilities. Customers are responsible for their garments and personal belongings at all times.

To the extent permitted by law, myDobi and the relevant outlet operator will not be responsible for:

· Clothing left unattended;

· Lost, stolen or misplaced items;

· Money, jewellery, electronic devices or other belongings left inside clothing;

· Damage caused by objects left inside pockets;

· Colour bleeding, fading, shrinking or fabric deterioration;

· Damage caused by selecting the wrong cycle; or

· Damage resulting from failure to follow garment care instructions.

 

8. Independent Outlet Operators

Some myDobi outlets may be independently owned and operated by licensees.

Where applicable, the operator of the relevant outlet is responsible for reviewing and processing refund requests for services provided at that outlet. myDobi may assist with communication and coordination.

 

9. Fraud or Misuse

Refund requests may be rejected where there is evidence of:

· False or misleading information;

· Altered receipts or screenshots;

· Repeated unsupported claims;

· Deliberate misuse of machines;

· Machine tampering; or

· Suspected fraudulent activity.

 

10. Customer Rights

Nothing in this Refund Policy limits any rights available to customers under applicable Malaysian law.

 

11. Contact Us

For refund requests or enquiries, please contact:

Customer Careline: 016-5203624