Refund, Cancellation and Postponement Policy

• Event organiser and ticket seller: Cradle Fund Sdn. Bhd. (Company No. 200301035992) (“Cradle”).
• Ticketing and collection agent: GoConference, operated by Borneo Digital PLT (SSM: 201904000699) of Tingkat 1, Lot 155, Bangunan Tabung Haji, Jalan Haji Taha, 93400 Kuching, Sarawak.
• GoConference is owned by MYVentures Digital Sdn Bhd. Payments processed via Billplz are received by MYVentures Digital Sdn Bhd.
• Payment processor: Billplz or Airwallex, depending on the transaction. Billplz payments are received by MYVentures Digital Sdn Bhd.
• Refund contact: live@cradle.com.my.

Cradle decides whether a refund is approved. GoConference and the applicable payment processor may carry out the approved payment reversal or transfer.

Email live@cradle.com.my with the subject: Refund Request — [order or payment reference].

Include:

1. Buyer’s full name;
2. Buyer’s registered email address;
3. order, ticket and payment reference;
4. attendee name(s) and ticket type(s);
5. reason for requesting the refund;
6. whether the request covers all or only specified tickets in the order;
7. proof of payment if reasonably requested; and
8. any supporting information relevant to the request.

A request is “complete” when Cradle has enough information to identify the transaction, verify the requester and decide and process the request.

1. Unless applicable law or a ticket offer states otherwise, refunds requested because the Buyer or attendee changes their mind, cannot attend, has a scheduling or travel issue, or has another personal reason are discretionary.
2. Cradle will consider the reason, timing, ticket terms, ability to reallocate capacity and other relevant circumstances.
3. Refund request deadline: [to be confirmed before publication, for example no later than 11:59 p.m. Malaysia time on 5 October 2026].
4. Requests after the deadline may be refused unless required by law or justified by exceptional circumstances accepted by Cradle.
5. A ticket must not have been used, checked in, transferred, charged back or previously refunded.
6. Cradle may offer a ticket transfer, credit or other reasonable alternative instead of a cash refund, but the Buyer does not have to accept an alternative where applicable law gives the Buyer a cash-refund right.

Subject to applicable law, the refund will be the amount paid for the approved ticket(s), minus disclosed Non-Refundable Costs. Where SST was collected on the refunded ticket(s) on behalf of Cradle Fund Sdn. Bhd., the SST attributable to those ticket(s) forms part of the gross amount considered for refund, unless a different treatment is required by law.

“Non-Refundable Costs” means only:

• payment processing fees charged for the original transaction that the payment provider does not return;
• a separately disclosed GoConference platform or service fee already earned and incurred;
• a payment-provider refund, disbursement, network or bank fee actually charged to process the refund; and
• applicable tax on a lawfully retained fee.

A cost may be deducted only if it was clearly itemised or explained before the Buyer committed to payment; was actually incurred and is non-recoverable; is reasonable and can be substantiated; and may lawfully be retained.

The approval email will state the gross amount, each deduction and the net refund.

1. If Cradle cancels the Event and does not provide a replacement event, Cradle will offer the refund required by Malaysian law.
2. The refund will include the ticket price and taxes attributable to the cancelled service, including Malaysian SST (8%) collected on behalf of Cradle Fund Sdn. Bhd. (SST Reg. No. W10-1903-82000033; Registered & Active) that is attributable to the cancelled tickets.
3. A separately disclosed processing or platform fee may be excluded only where it was actually incurred, is non-recoverable, retaining it is fair in the circumstances, and applicable law permits that exclusion.
4. Nothing in this Policy permits Cradle or GoConference to retain a fee where doing so would create an unfair term or unlawfully restrict liability for failing to provide the Event.
5. Cradle will publish or email cancellation and refund instructions, including any reasonable claim deadline.

1. Tickets will normally remain valid for a rescheduled Event.
2. If the Event is moved to a materially different date or location, Cradle will notify Buyers and state the available options.
3. Where the change materially affects the contracted service, the Buyer may request a refund within the period stated in the notice, subject to applicable law.
4. Speaker substitutions, session timing changes, room changes and other non-material programme adjustments do not ordinarily qualify for a refund.
5. Cradle will not force a Buyer to accept a credit or replacement event where applicable law requires a monetary refund.

If the Event begins but is interrupted, shortened or partially unavailable, Cradle will assess the service delivered, the cause, possible replacement arrangements and applicable law. Any full, partial or alternative remedy will be reasonable and will not exclude non-waivable consumer rights.

1. Cradle will acknowledge a refund request using the Buyer’s registered email address.
2. For an approved refund, Cradle or GoConference will initiate the refund within 14 Working Days after receiving a complete request or, for an Event-wide cancellation, within 14 Working Days after the Buyer completes any procedure stated in the cancellation notice.
3. “Working Day” means a day other than Saturday, Sunday or a federal public holiday in Kuala Lumpur.
4. “Initiate” means submitting the refund or disbursement instruction to the payment provider. It does not mean the Buyer’s bank has credited the funds.
5. Billplz, Airwallex, a bank, card scheme or wallet provider may require additional processing time. Cradle will provide a reference or status update where reasonably available.

1. Where supported, a refund will be sent to the original payment method and in the original transaction currency.
2. If the original method cannot receive a refund, Cradle may request verified bank details for an alternative transfer.
3. The Buyer is responsible for bank or foreign-exchange differences imposed independently by the Buyer’s financial provider, except where applicable law requires otherwise.
4. Cradle and GoConference will not request a card security code or online-banking password to process a refund.

1. A refund request must identify each ticket concerned.
2. If a group or quantity discount depended on a minimum purchase, a partial refund may cause the retained tickets to be repriced at the rate that would have applied to the reduced quantity, where this was clearly disclosed at purchase and is lawful.
3. A discount code has no cash value. The refund cannot exceed the amount actually paid for the affected ticket.
4. A refunded ticket, QR code or redemption code will be cancelled and cannot be used.

1. No refund is ordinarily given for a no-show, late arrival, failure to bring required proof of eligibility, or refusal of entry caused by the attendee’s material breach of the Ticket Terms.
2. This does not apply where entry was wrongly refused or where a refund is otherwise required by law.

Ticket refunds do not ordinarily cover travel, accommodation, meals, loss of earnings or other arrangements purchased separately. Buyers should use refundable arrangements and suitable insurance. This exclusion applies only to the extent permitted by law.

Contact live@cradle.com.my before raising a payment dispute where the issue can reasonably be resolved through this Policy. A Buyer must not recover the same amount twice through both a refund and a chargeback. Nothing here removes a lawful chargeback right.

Questions or complaints should be sent to live@cradle.com.my with the order reference and requested resolution.

Nothing in this Policy excludes or limits a right or remedy that cannot be excluded under Malaysian law. Eligible consumers may also seek redress through the Tribunal for Consumer Claims Malaysia or another competent authority.