Refund Policy

• If we or the hero cannot give you the call, you get the call price back. The RM1 booking fee is the only part we keep.
• If your hero cancels a booking, the call price goes back to your card straight away. You do not need to ask.
• If you miss a call or leave early, there is no refund.
• You ask for a refund inside My bookings, within 3 days of the call. There is no email or form to send.
• An approved refund goes back to the card or bank you paid with.

You get the call price back when:

• your hero cancels the call, moves it, or does not come;
• the call could not happen because of a fault on our side, such as the platform or the video link failing, and it was not your internet or device;
• we take a payment from you twice for the same booking;
• after looking into a report, we agree the call was not given as booked. We look at the recording where it helps.

For a cancelled or missed call by the hero you can also pick a new time with the same hero instead.

• The RM1 booking fee is never refunded and never turned into credit.
• You do not join within 5 minutes after the start (your hero also waits 5 minutes). The call counts as a no-show and the call price is charged in full.
• You leave early, or the call ends because of your own internet, device or space.
• You did not like the opinion, or it did not match what you hoped for. Heroes share their own experience and we cannot promise any result. This is not professional advice.
• You ask after the 3 days have passed.
• You were rude or broke the conduct rules in our Terms, and the call was ended because of it.
• You moved the booking. There are no charges for a move until your hero's notice time before the call. A move after that costs 30% of the full call price (promo codes do not apply) plus the RM1 booking fee, and that is not refunded.
• Seekers cannot cancel a booking, so there is no refund for changing your mind.

You have 20 minutes to pay, counted from the moment you pick your time. We hold the time a little longer. If the time has already gone to someone else when your payment arrives, we cannot give you that call, and we do not refund the payment.

Instead you can pick a new date with the same hero within 21 days at the same price, with no extra fee. If you do not pick one, the call price becomes LalaHero credit.

• Credit does not expire.
• It pays part of a booking, and the oldest credit is used first.
• If your credit covers the whole call, the RM1 booking fee is waived.
• If you delete your account, your credit is lost. We warn you before it happens.

• Open My bookings, tap the call, and choose Request a refund. You have 3 days after the call ends. Pick what went wrong and tell us what happened.
• We do not take refund requests by email, message or social media. They are handled inside LalaHero so every one is recorded and checked the same way.
• We look at the booking, the payment and the recording, then approve or decline. The answer shows on the same call in My bookings. During the test launch our decision is final.
• An approved refund goes back the way the money came in, to the same card or bank. We start it straight away. Your bank decides how long it takes to show, often 5 to 10 working days.

A call made free by a promo code has no price and no booking fee, so there is nothing to refund. If a free call fails because of a fault on our side or the hero does not come, we offer you a new time. If the hero cancels a booking that used a promo code, the code is given back to you to use again.

When a call is refunded because the hero cancelled or did not come, the hero earns nothing for it.

LalaHero is in a test launch. Payments use Stripe test cards and no real money moves yet. This policy shows how refunds will work once real payments start, and it may change before then. Your legal rights under Malaysian consumer law are not affected.

LALAHERO SDN. BHD. (registration no. 202501018618 (1620032-A)). Questions about this policy: community@lalahero.com.