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1. Booking Payment Definition

All payments made through the SimpleKeyz Agent Portal booking link are deemed as a Booking Payment, which includes but is not limited to:

• One (1) month advance rental
• Tenancy Agreement fees

The booking payment is required to reserve the selected unit and to confirm the tenant’s intention to proceed with the tenancy.

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2. Non-Refundable Policy (Strict)

All booking payments are STRICTLY NON-REFUNDABLE.

Once payment is successfully made:

• The unit will be reserved exclusively for the tenant
• Marketing and viewings of the unit will cease
• Administrative processing and tenancy documentation will commence

Accordingly, no refunds shall be granted under any circumstances, including but not limited to:

• Change of mind by the tenant
• Failure or refusal to proceed with the tenancy
• Failure to sign the Offer Letter and/or Tenancy Agreement within the stipulated timeframe
• Failure to pay rental deposits, including but not limited to security deposit, utilities deposit, or any other required deposits
• Failure to pay prorated rental (if any) arising from mid-month move in, adjusted tenancy commencement date, or agreed partial-period occupancy
• Failure to move in on the agreed commencement date
• Personal, financial, visa, relocation, or employment-related reasons

In all such cases, the booking payment shall be forfeited in full.

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3. Cancellation by Tenant

3.1 Cancellation Notice Requirement

Any tenant who intends to cancel a confirmed booking must notify the in-charge Sales Advisor in writing before the tenancy commencement date.

Cancellation requests submitted after the tenancy commencement date will not be entertained.

3.2 Cancellation Procedure

All cancellations must strictly follow the official SimpleKeyz process:

1. The tenant must notify the in-charge Sales Advisor
2. The Sales Advisor will prepare an official Cancellation Form
3. The tenant must review and sign the Cancellation Form
4. The booking is deemed officially cancelled only upon acknowledgment of the signed Cancellation Form

Verbal requests, messages, or incomplete submissions do not constitute an official cancellation.

3.3 Forfeiture of Booking Fees

Upon cancellation by the tenant, the booking fees shall be automatically forfeited in full, without exception.

The forfeited booking fees include:

• One (1) month advance rental
• Tenancy Agreement fees

No refunds, credits, or transfers shall be granted.

3.4 Effect of Cancellation

Once cancellation is confirmed:

• The reserved unit shall be released back to the market
• SimpleKeyz shall have no obligation to hold the unit
• The tenant shall have no further claims against SimpleKeyz, the landlord/owner, or the Sales Advisor

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4. Cancellation by Owner (Landlord-Initiated)

4.1 Refund to Tenant

In the event that the landlord/owner cancels a confirmed booking prior to the tenancy commencement date:

• The tenant shall receive a full refund of the booking fees, including:

4.2 Compensation

In addition to the refund:

• The landlord/owner shall provide compensation equivalent to one (1) month rental
• This compensation shall be shared equally between:

4.3 Limitation of Responsibility

Any owner-initiated cancellation decision is made solely by the landlord/owner.

SimpleKeyz acts strictly as a coordinating and managing agent and shall not be held liable for:

• The owner’s decision
• Any losses or inconvenience suffered by the tenant
• Any claims beyond the stated refund and compensation

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5. Unit Information & Availability

• All unit photos, descriptions, and availability are for reference only
• Units are subject to availability at the time of confirmation
• SimpleKeyz reserves the right to make adjustments due to:

Such adjustments shall not constitute grounds for a refund.

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6. Exceptional Circumstances (System Error Only)

Refunds may only be considered at the sole and absolute discretion of SimpleKeyz Property Management under the following circumstances:

• Verified duplicate payment caused by system error
• Verified incorrect charge due to technical malfunction

All refund requests must be submitted via an official refund request form by the in-charge Sales Advisor.

If approved, refunds:

• Will be processed within 30 working days after submission
• Are subject to deduction of administrative and payment gateway charges

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7. Role & Scope of SimpleKeyz (Agency Disclaimer)

SimpleKeyz Property Management Sdn. Bhd. acts strictly as a property management and coordination agent.

SimpleKeyz is not a principal party to the tenancy and does not guarantee:

• Tenancy completion
• Performance of tenant or landlord
• Any outcome arising from the tenancy

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8. Advisory & Best-Effort Clause

All advice, explanations, and recommendations provided by SimpleKeyz are given in good faith and to the best of its professional ability, whether verbally, in writing, or physically.

Any decision or judgment made by the tenant or landlord following such advice shall be deemed independent, and SimpleKeyz shall bear no liability.

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9. Limitation of Liability & Waiver of Claims

To the fullest extent permitted by law:

• SimpleKeyz shall not be liable for any direct, indirect, incidental, or consequential damages
• Both tenant and landlord waive any right to legal action against SimpleKeyz, its directors, employees, or representatives

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10. Indemnity Clause

The tenant and landlord agree to indemnify and hold harmless SimpleKeyz Property Management Sdn. Bhd. from any claims, losses, damages, or legal costs arising from:

• Their own decisions or actions
• Disputes between tenant and landlord
• Breach of tenancy obligations

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11. Final Acknowledgement & Binding Effect

By proceeding with payment:

• The tenant confirms full understanding of this policy
• The tenant acknowledges that booking fees are non-refundable
• All terms herein shall be final and binding

No verbal or informal communication shall override this policy.

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