PAYMENTS AND REFUNDS
1. Has my payment been received?
Your payment is confirmed when you receive s notification of the booking details in your email. If you have not received the notification within 60 minutes, please send your proof of payment to firstname.lastname@example.org. Otherwise, you also can logged in to your Jomplan account and find your booking and payment status via Traveler > Orders. Download and print your booking history for your own record.
2. Unsuccessful credit card transaction.
Sometimes it can take longer to process your payment. If your first transaction was unsuccessful, please reload the page and try to make the payment again. Please make sure that you enter the correct credit card details (cardholder’s name and card number) before trying to make the payment again. Also, if a bank authorization code is required, make sure that you enter the correct code. If the transaction still fails, please check whether:-
a) You have enough credit limit
b) Your credit card can be used for e-commerce transaction
c) You have a stable internet connection during transaction
Should you need further assistance, please provide us with more details through email@example.com or live chat with our customer service. (bottom right menu – letter icon)
3. Payment proof is missing.
If your payment proof is missing, please prepare and provide some information related to your transaction such as:-
a) Bank name and account number used to make the transfer
b) Account holder’s name
c) Transfer channel (ATM/Internet Banking/Mobile Banking)
d) Transaction date and time
e) The amount of payment
f) Details of booking package
4. When will I get my refund?
Refunds, if applicable, will immediately be submitted to our bank. From the submission/refund date, banks generally take up to 10 business days to process the refund payment and transfer the funds into a customer's account. Some banks may take up to 15-30 days or until the next billing cycle. The refund should be converted to your local currency by your credit card company. How your reservation is processed will determine what shows on your card statement. However, your statement will always show Jomplan somewhere in the subject line.
CANCEL AND CHANGE A BOOKING
1. I want to change my booking dates. How I can do this?
Prepare and provide us the details of your booking, and send to firstname.lastname@example.org or contact our customer service mobile. We would only accept the changes if the vendor haven’t completed your booking yet.
2. What is the amendment charge and how do I find it?
All additional charges or refunds will be notify through your registered email. The charges is depend on the condition of the changes.
3. How can I cancel my booking?
Prepare and provide us the details of your booking, and send to email@example.com or contact our customer service mobile. We would only accept the cancellation if the vendor haven’t completed your booking yet.
4. Will I be charged if I cancel my booking?
The details and conditions of the cancellation policy will be different for each booking depending on the period of stay, promotion, etc. The cancellation policy/booking conditions link can be found in the confirmation email we send you. If you cancel your booking via self-service, the cancellation policy will be shown again upon cancellation.