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Cancel and Refund Policy

Effective Date: 7 December 2024
Last Updated: 7 December 2024

At Treehouse Academy, we strive to ensure a seamless experience for all transactions made through LUNA. This Cancel and Refund Policy outlines the terms for cancellations and refunds related to digital payments and e-wallet transactions.

1. Scope of the Policy

This policy applies to:

  • Purchases made through the LUNA app, including food, merchandise, and other school-related items.
  • Transactions processed via digital payment methods or the LUNA e-wallet.

2. Cancellation Policy

a. Order Cancellation by Parents

  • Food Orders: Cancellations must be made 12 hours before the scheduled delivery or service time. Orders canceled within the allowable period will be eligible for a full refund.
  • Merchandise or Other Items: Cancellations must be made before the item is processed or shipped. If the item has already been shipped, please refer to the Return section below.

b. Order Cancellation by Treehouse Academy

Treehouse Academy reserves the right to cancel orders under the following circumstances:

  • The item or service is unavailable.
  • Payment issues, such as failed transactions or suspected fraud.
  • Violations of our Terms and Conditions.

In such cases, a full refund will be provided.

3. Refund Policy

a. Refund Eligibility

You may request a refund for:

  • Orders canceled within the specified cancellation period.
  • Defective or damaged items.
  • Incorrect charges or duplicate payments.

b. Refund Process

To request a refund, please contact us through the app or email at [email protected] within 3 days of the transaction. Include your order details and reason for the refund request.

c. Refund Timeline

  • Approved refunds will be processed within 3 working days.
  • Refunds will be credited to the original payment method or the LUNA e-wallet, as applicable.

4. Returns and Exchanges

a. Merchandise Returns

Items purchased through LUNA may be returned if:

  • They are unused, undamaged, and in their original packaging.
  • The return request is made within 3 days of delivery.
  • Refunds are in the form of credits.

b. Non-Returnable Items

Certain items, such as perishable goods (e.g., food), customized items, or digital products, may not be eligible for return unless defective.

c. Return Process

To initiate a return, contact us through the app or at [email protected]. Return shipping costs may apply unless the item is defective or incorrect.

5. E-Wallet Policies

a. Adding Funds

  • Funds added to the LUNA e-wallet are non-transferable and non-refundable unless required by law.

b. Refunds to E-Wallet

  • Refunds for canceled orders or returned items may be credited to the LUNA e-wallet unless otherwise requested.
  • Wallet balances can be used for future purchases within the app.

c. Expiry of Wallet Balance

  • Wallet balances must be used within [X months/years] from the date of deposit. Expired balances are non-refundable.

6. Disputes

If you encounter any issues with your transactions, contact us at [insert contact email] or [insert support phone number]. We will work with you to resolve the matter promptly.

7. Changes to the Policy

Treehouse Academy reserves the right to modify this Cancel and Refund Policy at any time. Any changes will be communicated through the app and will take effect immediately.

8. Contact Us

For questions or concerns regarding cancellations and refunds, please contact:

Treehouse Academy
1st Floor, SubLot 7, Lot 19685, Saradise Kuching, Jalan Stutong, Saradise, 93250 Kuching, Sarawak
+6082-464576
[email protected]