Refund Policy

Tixlah is a registration platform that connects participants with event organizers. Refund availability depends on the specific policies set by each organizer, the type of event, and the circumstances of the request. This policy describes the general framework under which refunds are considered.

Refund requests must be submitted within thirty (30) days of the event date, or within fourteen (14) days of a cancellation announcement, whichever is later.

A refund may be considered in the following circumstances:

• The event is cancelled by the organizer.
• A duplicate or erroneous payment has been processed.
• A technical issue on the platform prevented successful registration.
• The organizer has approved the refund request under their own event policy.

If an event is significantly changed by the organizer — including changes to the date, venue, format, or distance category — participants may be eligible for a refund depending on the nature of the change and the organizer's policy.

• Postponement — if the event is rescheduled to a new date, your registration is typically transferred automatically. If you are unable to attend the new date, you may request a refund from the organizer.
• Significant changes — major changes to the event format, location, or category may entitle you to a refund if the change materially affects your ability or willingness to participate.
• Minor changes — adjustments to event logistics such as start time, route variations, or venue layout do not typically qualify for a refund.

In all cases, refund eligibility is determined in coordination with the organizer.

To request a refund, send an email to support@tixlah.com with the following details:

• Your registration reference number
• The event name and date
• A brief explanation of your refund request

Requests are reviewed in coordination with the event organizer where applicable.

Approved refunds are typically processed within seven (7) to fourteen (14) business days. Refunds are returned to the original payment method used at checkout (FPX, GrabPay, Touch 'n Go eWallet, or other supported methods) in Malaysian Ringgit (MYR). The actual time for the refund to appear in your account may vary depending on your payment provider or financial institution.

If the original payment method is no longer available, Tixlah will work with you to arrange an alternative refund method.

The following items are generally non-refundable unless the organizer agrees otherwise:

• Platform service fees charged by Tixlah
• Completed events where the participant attended
• Voluntary withdrawal after the organizer's stated refund deadline
• No-show situations where the participant did not attend without prior notice

If an event is cancelled by the organizer, participants are entitled to a full refund of the registration fee. Tixlah will coordinate the refund process and notify affected participants. Platform service fees may also be refunded in the case of organizer cancellation.

If an organizer becomes unresponsive, defaults on their obligations, or refuses to process a refund that Tixlah considers eligible, we will make reasonable efforts to recover funds on your behalf. However, Tixlah acts as a platform intermediary and does not guarantee refunds where the organizer fails to cooperate. In such cases, we will provide you with available information to support any independent claim you may wish to pursue.

If you are not satisfied with the outcome of a refund request, you may escalate the matter by following these steps:

• Step 1 — Contact our support team at support@tixlah.com with your original request reference.
• Step 2 — If the matter is not resolved within fourteen (14) days, request escalation to a senior team member for review.
• Step 3 — If the dispute remains unresolved, you may pursue external resolution through the applicable consumer protection channels in Malaysia.

We encourage participants to contact us before initiating chargebacks with their payment provider, as chargebacks may delay the resolution process and could result in account restrictions.

For refund requests or questions, contact us at support@tixlah.com.