01Who handles your money
Payments inside the Avokindo app are processed by our licensed payment gateway in Malaysia, HitPay. We do not see or store your full card number. A purchase made before October 2026 through our previous gateway, toyyibPay, is refunded the same way under this policy.
The person or business you pay — an event organiser, a community, an artist, a venue or a seller — sets the price and is responsible for what they provide. Avokindo processes the payment, keeps the record, and returns money when this policy says it is owed.
02Event tickets
Each payment carries a transaction fee set by the payment method you choose (see Pricing). It is shown on the payment screen before you pay. Whether it comes back depends on why the refund happens:
| What happened | Ticket price | Transaction fee |
|---|---|---|
| The organiser cancels the event | Refunded in full | Refunded |
| The organiser changes the date or place | Refunded in full | Refunded |
| The organiser refunds you on their own | Refunded in full | Refunded |
| You ask, and the organiser or Avokindo agrees | Refunded in full | Not refunded |
| You were already let in at the door | Not refunded | Not refunded |
- When an organiser cancels, every ticket bought through Avokindo is marked for refund automatically. You do not need to ask.
- Free tickets cost nothing, so there is nothing to refund. Releasing a free spot simply gives it to the next person waiting.
- Each organiser may have their own refund terms for a change of mind. If you want your money back for any other reason, use a ticket dispute (section 3).
03Ticket disputes
If you paid for a ticket and want your money back, open the ticket in the app and request a refund. It works in two steps:
- The organiser answers first. They have 3 days to refund you or decline with a reason you can read.
- Avokindo reviews it if they don’t. If the organiser declines, or does not answer within 3 days, you can escalate the dispute to Avokindo. Our team looks at what happened and can order the refund.
04Community memberships
- You can cancel a paid membership at any time. It will not renew, and you keep access until the end of the period you have already paid for. The current period is not refunded.
- If the community ends the membership, you are refunded for the unused part of your paid period. Access ends straight away. (Members pay no transaction fee today: Avokindo pays it.)
05Artist & venue bookings
- Artist booking deposits. If a booking is cancelled after the deposit was paid through Avokindo, the deposit is refunded in full. No cancellation fee applies. If the deposit was never paid, nothing is charged.
- Venue bookings. If a venue deposit was paid through Avokindo and the booking is cancelled, the deposit is refunded in full. If the venue cancelled, any transaction fee you paid is refunded too; if you cancelled, the transaction fee is not. A deposit you paid to the venue outside the app is between you and the venue.
- Venue residencies. If a residency ends early, anyone who paid for a later session is marked for refund.
06Merchandise
- If the seller cancels your order, you get back everything you paid, including the transaction fee.
- If your item has not arrived, tell us from the order screen before the date shown on your order. We look into it with the seller.
07Pay forward & backing
- Paid-forward treats. If the venue cannot hand your treat over, your money is refunded to you. If nobody collects it within 30 days, it goes to the venue as a sale and is not refunded.
- Backing contributions. A completed contribution to a creator is a gift and is not refundable. The app says so before you pay.
08Avokindo Premium
Avokindo Premium is bought through the Apple App Store or Google Play. Refunds for it are handled by Apple or Google under their own policies; Avokindo cannot issue store refunds directly. You can cancel at any time in your App Store or Google Play account settings. See our Terms of Service, section 8.
09Failed or incomplete payments
If money reaches us for something we cannot provide — the event was removed or cancelled while you were paying, the payment arrived late after the order expired, or the amount did not match the bill — we record it as owed back to you and refund it in full, including any transaction fee. You do not need to ask.
10How your money comes back
- Where the payment gateway can return money to the method you paid with (for example card, Touch ’n Go eWallet or Alipay+), the refund goes back that way.
- Some methods cannot be refunded automatically, such as DuitNow and WeChat Pay. For those, the app asks you for a bank account and Avokindo sends the refund there by bank transfer.
- You can follow every refund on your order or receipt in the app, and we notify you when it is sent. Once sent, the time it takes to appear depends on your bank or card issuer.
11Pay later
Some payment methods let you pay in instalments, such as SPayLater, GrabPay PayLater, Atome and ShopBack PayLater. If a purchase made this way is refunded:
- The refund goes back to the pay-later provider, not to you in cash.
- The provider then cancels or adjusts your remaining instalments under its own terms.
- Any instalments you have already paid are returned to you by the provider.
- Questions about your instalment schedule go to the provider. Refund requests come to us as usual, in the app or at ask@avokindo.com.
12How to ask for a refund
- In the app: open the ticket or order and request a refund. This is the fastest way, because it carries the order details with it.
- Email: ask@avokindo.com — include the email or phone number on your account and your order or receipt number.
- Phone: +60 12-377 9676 (Mon–Fri, 9am–6pm MYT)
- Post: AVOKINDO DIGITAL SDN. BHD. (202001043686 (1400007-T)), B3-1-26, Parklane OUG, Jalan 1/152, Off Jalan Klang Lama, 58200 Kuala Lumpur, Malaysia
This policy does not limit any right you have under Malaysian consumer law.