RM20 Booking Deposit — Non-Refundable Policy

What the RM20 does

When you book online, we collect a RM20 deposit to secure your slot. In return:

• You unlock RM5 off your final spa bill — or RM10 off when you book through a friend’s referral link or code.
• The full RM20 is deducted from your final bill when you arrive.

When it’s non-refundable

The RM20 is non-refundable in the following cases:

• No-shows. You did not arrive and did not tell us in advance.
• Late cancellations. You cancelled less than 24 hours before your slot.
• Repeated reschedules. If you reschedule the same slot three or more times, the deposit forfeits to cover lost capacity.

Carry-over instead of forfeit

For same-day cancels and no-shows where you proactively WhatsApp us, the RM20 may be carried over as credit toward a future visit within 30 days. We use carry-over at our discretion and is granted as a goodwill gesture, not as a right.

Moving your date instead of cancelling

Re-arranging is always free and needs no new booking. Inform the outlet or our customer service (WhatsApp or phone) and we’ll move your slot to a new date with your deposit intact — usually the better option for everyone, including your cat.

When it’s fully refunded

• Cancellation 24+ hours before your slot. Full RM20 refund to your original payment method within 3 working days.
• Cancelled by Catzonia. If we have to cancel due to staffing, weather, or any reason on our side, you receive a full refund and an apology.

How a refund is processed

Refunds go back to the original Billplz payment method (the bank or e-wallet you used). We do not refund to a different account, card, or person. If your original payment method is closed, contact us via WhatsApp and we’ll work it out.

Questions

WhatsApp us at +60 19-886 9606 or email support@catzonia.com. We are honest about edge cases — if your situation isn’t covered here, just ask.