This policy explains when a refund or replacement is available for guides purchased from Jajalan Guides Sdn. Bhd. Because our products are digital files delivered by download link, the rules that apply are different from a physical goods return, and should be read together with our Terms & Conditions.
Jajalan Guides sells downloadable travel guide ebooks, itineraries and recommendations. Because a downloaded file can be opened and used the instant it's received, standard "change of mind" returns that apply to physical goods do not apply here. This policy explains exactly what is and isn't covered instead.
Once a guide has been delivered and the download link accessed, the order is final and non-refundable, except in the specific circumstances described in Clauses 3 and 6. This applies regardless of whether the guide has actually been used on a trip, because access itself gives you the ability to use the file.
If a file you receive is corrupted, incomplete, missing pages, or is not the SKU you ordered, notify us within the claim window in Clause 5 at jajalanguides@outlook.com, including your order reference and a description or screenshot of the issue. Once verified, we will re-send a corrected file, or issue a full refund where a corrected file cannot be provided.
An order may be cancelled for a full refund at any time before the download link has been generated and sent to your delivery email. Once a link has been sent, Clause 2 applies.
Claims under Clause 3 must be raised within 7 calendar days of delivery. Claims raised after this window may still be considered at our discretion, but cannot be guaranteed.
Each guide states its publish date. Because opening hours, prices and small businesses at a destination can change after publication, a guide that has become outdated after purchase is not, on its own, grounds for a refund. If a significant portion of a guide is materially inaccurate or clearly superseded at the time of your purchase, contact us and we will review the claim on its individual merits.
Email jajalanguides@outlook.com with your order reference and a description or screenshot of the issue. We will investigate and respond with an outcome, usually within one to two business days.
Approved refunds are issued by bank transfer to the account used for the original payment, or another account you nominate in writing, within 14 business days of approval. Refunds are issued in Malaysian Ringgit (MYR).
This policy does not cover: changes to your own travel plans, including cancelled or rescheduled trips; personal dissatisfaction with recommendations that match the guide's stated content and publish date; or files shared with or used by a third party beyond the licence terms in our Terms & Conditions.
For any refund or replacement claim, contact jajalanguides@outlook.com or call +6017-617 9299, quoting your order reference.