Refund Policy
1. Cancellation Timeframes
Our refund policy is based on the following cancellation timeframes:
- 3 or more days before check-in: full refund
- Less than 3 days before check-in (and no-shows): non-refundable
Redeemed loyalty points follow the same rule: returned in full with a full refund, forfeited when non-refundable.
2. Processing Time
Refunds will be processed within 5-10 business days after approval. The time taken for the refund to reflect in your account may vary depending on your payment method and financial institution.
3. Special Circumstances
In cases of unexpected events such as natural disasters, medical emergencies (with proper documentation), or other extraordinary circumstances, we may consider full refunds on a case-by-case basis.
4. No-Show Policy
If you fail to check in on your scheduled arrival date without prior notice, this will be treated as a no-show and no refund will be provided.
5. Early Departure
No refunds will be provided for early departure or unused nights once you have checked in. We recommend ensuring your travel plans are finalized before making a booking.
6. Refund Method
Refunds will be issued to the original payment method used for the booking. We cannot process refunds to a different payment method or account.
7. Contact Information
For any questions about our refund policy or to request a refund, please contact our customer service team at info@soulasia.com.my or call +603 2181175.
Last updated: 6/12/2026