Payment, Refund & Settlement Policy

Last updated: 30 October 2026 This policy explains how you pay on Horura, when you can get a refund, and when Horura pays the seller. It forms part of the Horura Terms of Service. The payment disclaimer that you accept before each payment refers to this policy. Horura is operated by HORURA CAMP ENTERPRISE (registration no. 202403028119 (TR0297199-W)), ("Horura", "we"). 1. Who you buy from 1.1 Horura is an online marketplace. Independent sellers list campsite stays, food, event tickets, goods for sale, gear for rent, services and in-store payments. When you book or buy, your contract for the goods or services is with the seller. Each listing names its seller. 1.2 Horura collects your payment, holds it, and pays it to the seller under section 9. 2. How you pay 2.1 All prices are in Malaysian Ringgit (RM) and include every charge from the seller. Horura adds no service fee to your price. 2.2 You pay through our payment provider, HitPay. You can pay by credit or debit card, FPX online banking or Touch 'n Go eWallet. Horura does not store your card details. 2.3 You can also pay part or all of an order with Horura Points (1 point = RM 0.01). The Referral and Points Terms apply to points. 2.4 You must sign in and verify your email address before you pay. 2.5 When you place an order, Horura holds the items for you for 15 minutes. If your payment does not complete in that time, the order ends and the items are released. If a payment reaches us after the hold has ended, we refund it in full automatically, and nothing is booked. 2.6 A gear rental can need a refundable deposit. You pay the deposit as a separate payment, before the order payment, within the same hold. 2.7 Before you pay any cash amount, Horura shows a payment disclaimer. You must select "Agree & Continue to Payment" to continue. 3. Cancellation and refunds by the buyer 3.1 Each listing shows its cancellation and refund rules before you pay. The rules in force when you paid apply to your order. A later change by the seller does not apply to you. 3.2 Before you confirm a cancellation, Horura shows you the exact refund amount. The rules by type: - Campsite stay: The campsite's Refund Tiers, counted to your check-in. Add-Ons follow the stay. - Food order: The full amount until the store starts to prepare it, or until 24 hours before the delivery time, whichever is first. After that, no refund. Orders of RM 500 or more, or 20 portions or more, follow the store's Refund Tiers. You cannot cancel after the delivery time starts. - Event ticket: The organizer's Refund Tiers, counted to the session start, if the organizer allows cancellation. No cancellation after the session starts or after check-in. - Gear rental: The shop's Refund Tiers, counted to the pick-up time. The deposit is returned in full. No cancellation after pick-up. - Service booking: The shop's Refund Tiers, counted to the appointment time. If the seller has already ordered special parts for you, the cost of the parts is not refunded. - Goods for sale: A full refund within the shop's Cancel Window (0 to 7 days after payment), until the seller marks the goods sent or ready for pickup. A Cancel Window of 0 days means a final sale. - In-store payment (Store QR): You cannot cancel. The store may refund you in full within 7 days of payment. After that, contact Horura support. 3.3 Payment processing fee. When you cancel and the rules give you a 100% refund, we deduct the fee that our payment provider charged on your payment. The cancel screen shows the amount of the fee. When the rules give a partial refund, no fee is deducted. 3.4 We do not deduct the fee when: - the seller or Horura cancels your order; - a listing is paused or closed; - a payment reached us after the hold ended; - your payment was taken twice; - a gear deposit is returned; or - the refund is for the part you paid with points. 3.5 Stays with linked items. If you cancel a campsite stay, the food and gear rentals delivered to that stay are cancelled too. Each linked item refunds at its own rule or at the stay's refund rate, whichever gives you more. A rental already handed over to you is not cancelled. 3.6 Changing dates. You can change the dates of a campsite stay once, if the campsite allows it. If the new dates cost more, you pay the difference as a separate payment, and the dates change only when that payment succeeds. If the new dates cost the same or less, there is no payment and no refund; the date change screen tells you this before you confirm. 4. Cancellation by the seller or by Horura 4.1 If a seller cancels your order, you get a full refund, with no fee deducted. For a food order, the seller can cancel only before it starts to prepare the food. 4.2 Before a campsite cancels your stay, it must offer you new dates. You have 48 hours, or until 24 hours before check-in if that is sooner, to accept or decline. If you accept, the stay moves at no cost to you. If you decline or do not answer, the stay is cancelled. 4.3 If a seller cancels a campsite stay, everything linked to that stay is refunded in full, and any gear deposit is returned in full. 4.4 Horura may cancel an order and refund it in full if a listing breaks our rules, if we suspect fraud, or if the seller cannot fulfil the order. 5. Refund method and timing 5.1 We refund cash to the payment method you used. Points you spent are returned as points. 5.2 A refund can take up to 14 working days to reach your account, whichever way you paid. 5.3 If the payment provider cannot complete a cash refund, Horura may pay the refund to you as Horura Points of the same value. 5.4 If you earned points on an order that is later refunded, those points are taken back. The Referral and Points Terms explain how. 6. Returns of goods you bought 6.1 After delivery, you can ask to return goods: - within 7 days, if you changed your mind (not for a final sale); or - within 15 days, if the goods are defective or not what you ordered. You must add a photo. 6.2 The seller answers your request. If the seller receives the goods back, you get a full refund of that item. For a defect or a wrong item, the seller may instead offer a repair or a replacement, which you can accept. 6.3 If the seller declines your return, a dispute opens automatically and Horura decides it. 6.4 If you add return tracking and the seller does not answer within 5 days, you are refunded automatically. If you do not add tracking within 7 days, the request closes. 6.5 The seller's return note says where to send the goods and who pays the postage. Horura does not pay postage. 7. Deposits for gear rentals 7.1 Horura holds your deposit. It is never paid to the seller unless a deduction is decided under this section. 7.2 When you return the gear in good condition, the full deposit comes back to you. If the seller marks the gear returned and reports no problem, the deposit is released 48 hours later. 7.3 If the seller reports damage or loss, the seller proposes a deduction, up to the deposit, with photos. You can accept it or open a dispute. 7.4 If Horura rejects your dispute, the proposed deduction stands and the rest of the deposit comes back to you. 8. Disputes 8.1 You can open a dispute on a paid item that is confirmed or completed, from your trip page. You can open one dispute for each item. While a return request is open, you cannot open a dispute on the same item. 8.2 You must open a dispute within 7 days after the points from the item become spendable. In practice: - Campsite stay, Add-Ons, food order, event ticket, gear rental, service: 8 days after check-out, delivery, the session end, the rental end or the service date - Goods for sale: 22 days after delivery - In-store payment: 14 days after payment If a seller proposes a deposit deduction, you always have at least 7 days from the proposal to open a dispute about it. 8.3 The seller must answer within 3 working days. Horura aims to decide the dispute within 7 working days of the day you opened it. Working days are Kuala Lumpur working days. 8.4 Horura may refund all or part of the item, decide on a deposit deduction, or reject the dispute. Horura's decision under this policy does not take away any right you have under Malaysian law, including a claim at the Tribunal for Consumer Claims Malaysia. 9. When Horura pays the seller 9.1 Horura pays sellers weekly. A payout covers a Monday to Sunday week in Kuala Lumpur time. 9.2 Horura pays a seller for an item only after the time below: - Campsite stay and its Add-Ons: 24 hours after the check-in time - Event ticket: 1 day after the session ends - Food order: Midnight after the delivery date - Gear rental: Midnight after the pick-up date (the deposit is held apart, section 7) - Service booking: Midnight after the service date - Goods for sale: 3 days after delivery (a later return is recovered from the seller's next payout) - In-store payment: 1 day after payment 9.3 For a new seller, each time above is 7 days later, until the seller has received 3 payouts without a seller cancellation or a refunded dispute. 9.4 Horura does not pay an item while a dispute or a return on it is open. 9.5 Each payment to a seller is the item price less the seller's rebate and the payment processing fee. You never pay these. 9.6 A payment to a seller does not end your rights. If you are owed a refund after Horura has paid the seller, Horura still refunds you under this policy, and recovers the amount from the seller's later payouts. 10. Chargebacks 10.1 If you ask your bank to reverse a card payment, please contact Horura support first. We can usually resolve the matter faster. 10.2 If a chargeback succeeds, the points earned on that order are taken back. The seller bears the amount. 11. Your statutory rights Nothing in this policy limits a right you have under the Consumer Protection Act 1999, the Consumer Protection (Electronic Trade Transactions) Regulations 2012 as amended, or any other Malaysian law.