Shipping / Fulfilment Policy

1. Introduction

This Shipping / Fulfilment Policy ("Policy") explains how admission passes, e-tickets, QR codes, event packages, merchandise and other products purchased through the official Mega Touring Festival Jiwa 2 Roda ("J2R") website or any authorised J2R sales channel are processed, issued, delivered, shipped or made available for collection.

The J2R website and its authorised sales channels are operated by Skygen Network Sdn. Bhd. ("Skygen", "Organiser", "we", "us" or "our").

By completing a purchase, the purchaser or customer ("Customer", "you" or "your") confirms that they have read, understood and agreed to this Policy together with the applicable Return / Refund Policy, Privacy Policy and Terms and Conditions.

2. Scope of This Policy

This Policy applies to the fulfilment of:

1. Admission passes, e-tickets and QR codes;
2. Event admission packages;
3. Merchandise included in event packages;
4. Merchandise purchased separately;
5. Pre-order and made-to-order merchandise;
6. Add-ons, upgrades, gifts and promotional products; and
7. Any other J2R product or service expressly stated to be subject to this Policy.

The available fulfilment method for each product will be displayed on the relevant product page, checkout page, order confirmation or subsequent official J2R communication.

3. Order Confirmation

An order is considered successfully placed only when:

1. The Customer has completed the required order information;
2. Payment has been successfully authorised and received;
3. The payment gateway has confirmed the transaction; and
4. An order confirmation has been issued by the J2R system.

An order confirmation will ordinarily be sent to the email address or contact information provided by the Customer.

An order confirmation acknowledges receipt of the order. It does not guarantee fulfilment where:

1. Payment is subsequently reversed or rejected;
2. Fraud or unauthorised activity is suspected;
3. The product is unavailable due to a system or inventory error;
4. Incorrect pricing or product information was displayed due to a genuine technical error; or
5. Fulfilment is prohibited by law, authority direction or circumstances beyond Skygen's reasonable control.

Where Skygen is unable to fulfil a paid order, the Customer will be contacted and an appropriate remedy will be provided in accordance with the Return / Refund Policy and applicable Malaysian law.

4. Customer Information

Customers must provide complete and accurate information when placing an order, including:

1. Full name;
2. Valid email address;
3. Active telephone number;
4. Complete delivery or billing address, where applicable;
5. Postcode, city, state and country;
6. Admission or attendee information;
7. Selected merchandise size, colour and quantity; and
8. Any other information required for payment or fulfilment.

Skygen will not be responsible for fulfilment delays, failed delivery, additional charges or other issues caused by incomplete, inaccurate or outdated information provided by the Customer, subject to applicable law.

Customers must review all information carefully before completing payment.

5. Digital Fulfilment of Admission Passes

Admission passes, e-tickets and QR codes are digital products and will not be physically shipped unless expressly stated otherwise.

Following successful payment confirmation, the admission pass, e-ticket or QR code will ordinarily be:

1. Displayed through the Customer's J2R account;
2. Sent to the Customer's registered email address;
3. Made available through an official download link; or
4. Issued through another electronic method stated during checkout.

Digital fulfilment will ordinarily occur immediately or within twenty-four (24) hours after successful payment confirmation.

Processing may take longer where:

1. Payment verification is required;
2. The transaction is pending;
3. Fraud-prevention checks are conducted;
4. The Customer's information requires verification;
5. The system is undergoing maintenance; or
6. A technical or payment-provider issue occurs.

The Customer should check their email inbox, spam, junk and promotional folders before contacting J2R Customer Support.

6. Failure to Receive an E-Ticket or QR Code

If the Customer does not receive an admission pass, e-ticket, QR code or order confirmation within twenty-four (24) hours after successful payment, the Customer should contact J2R Customer Support.

The Customer must provide:

1. Full name;
2. Registered email address;
3. Contact number;
4. Order number, where available;
5. Date and amount of payment;
6. Payment reference; and
7. Proof of payment.

Skygen may require identity and payment verification before retrieving, reissuing or activating an admission pass.

A replacement will not be issued if the original admission pass or QR code has already been scanned, redeemed, transferred without authorisation, cancelled or used.

7. Security of E-Tickets and QR Codes

The Customer is responsible for protecting their admission pass, e-ticket, QR code, account credentials and order confirmation.

The Customer must not:

1. Share the QR code publicly;
2. Upload the QR code to social media;
3. Duplicate, reproduce or alter the QR code;
4. Forward the admission pass to another person;
5. Permit unauthorised use; or
6. Resell the admission pass.

A QR code will ordinarily be valid for one successful admission or redemption only.

Once successfully scanned or redeemed, the QR code may automatically become invalid.

Skygen will not be responsible for unauthorised use caused by the Customer's disclosure, negligence or failure to protect their QR code or account credentials, subject to applicable law.

8. Merchandise Fulfilment Methods

Depending on the product or package, merchandise may be fulfilled through:

1. Courier delivery;
2. Event-site collection;
3. Designated collection-point collection;
4. Office collection, where expressly offered;
5. Separate delivery following the event; or
6. Another fulfilment method stated on the product page or order confirmation.

The applicable fulfilment method will be displayed before checkout or communicated through an authorised J2R channel.

Not all fulfilment methods will be available for every product, package or delivery location.

9. Event-Package Merchandise

Where an admission package includes physical merchandise, the digital admission pass and physical merchandise may be fulfilled separately.

The admission pass may be issued electronically before the merchandise is produced, shipped or made available for collection.

Package merchandise may be:

1. Delivered to the address provided by the Customer;
2. Collected at the official J2R merchandise counter during the event;
3. Collected at another designated location; or
4. Fulfilled according to the method displayed during checkout.

The Customer must follow the stated fulfilment instructions and collection period.

Failure to collect, receive or redeem package merchandise does not entitle the Customer to a refund, exchange, transfer, credit or cash payment, except where otherwise required under applicable Malaysian law.

10. Event-Site Collection

Where event-site collection is the applicable fulfilment method, merchandise will be made available at the designated J2R merchandise or collection counter during the announced collection hours.

The Customer may be required to present:

1. The relevant admission pass or QR code;
2. Merchandise collection QR code or voucher;
3. Order confirmation;
4. Original identification document; and
5. Any other verification reasonably required by Skygen.

Merchandise will be considered successfully fulfilled once it has been handed to the verified Customer and recorded as collected in the J2R system.

Customers must inspect the merchandise at the collection counter and immediately report any incorrect, missing or visibly damaged item before leaving the counter.

11. Collection by a Representative

Collection by another person is not permitted unless Skygen expressly authorises representative collection in writing or provides an official representative-collection procedure.

Where representative collection is permitted, the representative may be required to provide:

1. A written authorisation from the Customer;
2. A copy of the Customer's identification document, where legally appropriate;
3. The representative's original identification document;
4. Order confirmation;
5. Collection QR code or voucher; and
6. Any other verification required by Skygen.

Skygen may refuse representative collection if the information is incomplete, inconsistent or reasonably suspected to be fraudulent.

12. Uncollected Merchandise

Customers are responsible for collecting merchandise within the stated collection period.

Where merchandise is not collected during the specified period:

1. It will not automatically be shipped to the Customer;
2. Alternative collection or delivery is not guaranteed;
3. Additional delivery, handling or administrative charges may apply;
4. Any alternative arrangement will be subject to availability and Skygen's written approval; and
5. The Customer will not be entitled to a refund, exchange, transfer, replacement or cash compensation solely because they failed to collect the merchandise.

Where Skygen offers a post-event collection period, the applicable location, deadline and procedure will be communicated separately.

Uncollected merchandise remaining after the final collection deadline may be dealt with in accordance with the applicable purchase terms and Malaysian law.

13. Pre-Order and Made-to-Order Merchandise

Certain J2R merchandise may be offered on a pre-order, customised or made-to-order basis.

Estimated production, shipping and collection periods will be displayed on the product page, checkout page, order confirmation or subsequent official communication.

Any stated production or fulfilment date is an estimate unless expressly confirmed as a guaranteed date.

Pre-order and made-to-order merchandise may require additional time for:

1. Manufacturing;
2. Printing;
3. Personalisation;
4. Quality inspection;
5. Packing;
6. Importation;
7. Customs clearance; or
8. Delivery to the J2R fulfilment facility.

Skygen will use reasonable efforts to fulfil pre-orders within the estimated period and will communicate any material delay through the Customer's registered contact information.

14. Order Processing Period

For merchandise available in stock, order processing will ordinarily begin after successful payment confirmation.

The applicable processing estimate will be displayed on the product page, checkout page or order confirmation.

The processing period does not include:

1. Weekends;
2. Malaysian public holidays;
3. Courier transit time;
4. Pre-order production time;
5. Customs-clearance time;
6. Address-verification time; or
7. Delays caused by circumstances beyond Skygen's reasonable control.

Orders containing multiple products may be processed and fulfilled separately.

15. Shipping Destinations

Merchandise will only be shipped to destinations made available during checkout.

If a state, territory, postcode or country cannot be selected during checkout, shipping to that location is not currently available.

Skygen may restrict delivery to:

1. Certain postcodes;
2. Remote or restricted areas;
3. P.O. boxes;
4. Military or controlled locations;
5. Locations not covered by the appointed courier; or
6. International destinations subject to customs or regulatory limitations.

Customers must not enter a false or unsupported delivery destination.

16. Shipping Charges

Applicable shipping, handling and fulfilment charges will be displayed during checkout before payment is completed.

Shipping charges may depend on:

1. Delivery destination;
2. Parcel weight and dimensions;
3. Number of products;
4. Fulfilment method;
5. Courier service;
6. Insurance or special handling;
7. Remote-area surcharge; and
8. Applicable taxes or fees.

Any available free-shipping promotion will be subject to its specific conditions, validity period and delivery limitations.

Additional charges resulting from an incorrect or incomplete address, failed delivery or redelivery request may be borne by the Customer.

17. Delivery Estimates

Estimated delivery periods will be displayed during checkout, in the order confirmation or in the shipping notification.

Delivery estimates begin only after the order has been processed and handed to the courier.

Delivery estimates are not guaranteed delivery dates unless expressly stated otherwise.

Actual delivery may be affected by:

1. Courier capacity;
2. Delivery destination;
3. Weather conditions;
4. Public holidays;
5. Peak shopping periods;
6. Customs or security inspections;
7. Road closures or transportation disruption;
8. Incomplete or incorrect delivery information;
9. Failed delivery attempts; or
10. Circumstances beyond Skygen's reasonable control.

Skygen will use reasonable efforts to assist with material delivery delays but cannot control the operations of an independent courier after dispatch.

18. Shipment Tracking

Where tracking is available, the tracking number or tracking link will be:

1. Sent to the Customer's registered email address;
2. Displayed in the Customer's J2R account; or
3. Communicated through another authorised channel.

Tracking information may require a reasonable period to become active after the parcel is handed to the courier.

Customers are responsible for monitoring the shipment and being available to receive it.

19. Delivery Address Changes

Customers must ensure that the delivery address is complete and correct before completing payment.

A delivery-address change may be requested only before the order has been packed, dispatched or handed to the courier.

Skygen does not guarantee that an address-change request can be approved.

Once an order has been dispatched:

1. The delivery address cannot ordinarily be changed by Skygen;
2. The Customer may need to contact the courier directly;
3. Rerouting may be subject to courier approval; and
4. Additional charges may apply.

Skygen will not be responsible for failed delivery caused by an incorrect, incomplete or outdated address provided by the Customer, subject to applicable law.

20. Delivery Completion

A courier-delivered order will ordinarily be considered fulfilled when the appointed courier records the parcel as:

1. Delivered to the stated delivery address;
2. Received by the Customer;
3. Received by another person at the stated address;
4. Placed at a location authorised by the Customer; or
5. Collected from a courier collection point.

Customers should ensure that the delivery address is secure and that an authorised person is available to receive the parcel.

Where proof of delivery is available, Skygen may rely on courier records, delivery photographs, electronic signatures, collection records or other reasonable delivery evidence.

21. Failed Delivery Attempts

If delivery cannot be completed because:

1. No authorised person is available;
2. The delivery address is incomplete or incorrect;
3. The recipient refuses the parcel;
4. The premises cannot be accessed;
5. The Customer cannot be contacted; or
6. The parcel is not collected from the courier's collection point,

the courier may attempt redelivery, hold the parcel temporarily or return it to Skygen.

Any redelivery, return-shipping, handling or administrative charge may be borne by the Customer.

A failed delivery caused by the Customer does not automatically entitle the Customer to a refund, exchange, replacement or free redelivery.

22. Returned-to-Sender Parcels

Where a parcel is returned to Skygen due to an incorrect address, failed delivery, refusal or non-collection:

1. Skygen will attempt to contact the Customer using the registered contact information;
2. Redelivery will be subject to confirmation and availability;
3. The Customer may be required to pay additional delivery and handling charges;
4. The original shipping charge will not ordinarily be refundable; and
5. No refund will be provided solely because the Customer failed to receive or collect the parcel.

Skygen will not repeatedly attempt to contact a Customer who has provided inaccurate or inactive contact information.

Any unclaimed parcel will be handled according to the applicable purchase terms and Malaysian law.

23. Multiple Shipments

Products within the same order may be shipped or fulfilled separately due to:

1. Different availability dates;
2. Different suppliers or production schedules;
3. Pre-order items;
4. Package merchandise;
5. Size or product availability;
6. Warehouse arrangements; or
7. Operational requirements.

The Customer may receive more than one shipment, tracking number, delivery date or collection notice for the same order.

Where shipping charges apply, the total charge will be displayed during checkout or communicated before any additional charge is imposed.

24. Inspection Upon Receipt

Customers should inspect merchandise promptly after delivery or collection.

Any visibly damaged parcel, missing item, incorrect item or defective merchandise should be reported to J2R Customer Support within seven (7) calendar days after delivery or collection.

The Customer should retain:

1. The merchandise;
2. Original packaging;
3. Delivery label;
4. Order confirmation;
5. Proof of payment; and
6. Photographs or videos showing the issue.

Any return, replacement, exchange or refund request will be handled according to the J2R Return / Refund Policy and applicable Malaysian law.

The seven-day notification period assists Skygen in investigating a claim promptly and does not remove any statutory right that remains available under Malaysian law.

25. Damaged Parcels

If a parcel appears materially damaged at the time of delivery, the Customer should:

1. Photograph or record the condition of the parcel;
2. Request the courier to note the damage, where possible;
3. Retain all packaging and labels;
4. Avoid using, washing or altering the affected merchandise; and
5. Contact J2R Customer Support promptly.

Skygen may require the Customer to cooperate with a courier investigation before a remedy is confirmed.

26. Lost Shipments

A shipment will not be considered lost merely because it is delayed.

If tracking has not been updated for an unreasonable period or the parcel has not arrived within the expected delivery period, the Customer should contact J2R Customer Support.

Skygen may open an investigation with the courier. The Customer may be required to wait until the courier confirms the shipment as lost.

Where a shipment is confirmed as lost, Skygen will provide an appropriate remedy, which may include replacement, reshipment, credit or refund, depending on product availability, the circumstances and applicable Malaysian law.

27. Incorrect or Missing Items

If a Customer receives an incorrect product, incorrect quantity or incomplete order, the Customer should contact J2R Customer Support within seven (7) calendar days after delivery or collection.

The Customer must provide supporting photographs, order information and any other evidence reasonably required.

Skygen will verify the fulfilment records before providing an appropriate remedy.

Customers must not use, wash, alter or dispose of an incorrectly supplied product before receiving instructions from J2R Customer Support.

28. International Shipping

International shipping will only be available where expressly offered during checkout.

International Customers are responsible for:

1. Providing accurate customs and delivery information;
2. Import duties;
3. Customs charges;
4. Sales, consumption or similar taxes;
5. Brokerage or clearance fees;
6. Import permits or restrictions; and
7. Any other charges imposed by the destination country.

These charges are not included in the product price or shipping fee unless expressly stated.

Skygen is not responsible for delays caused by customs inspections, import restrictions or the Customer's failure to pay applicable charges.

If an international parcel is refused, abandoned or returned, additional shipping, customs, return and handling charges may be deducted from any remedy otherwise available, subject to applicable law.

29. Circumstances Beyond Skygen's Reasonable Control

Shipping or fulfilment may be delayed, interrupted or prevented by circumstances beyond Skygen's reasonable control, including:

1. Severe weather;
2. Natural disasters;
3. Fire or flood;
4. Epidemics, pandemics or public health emergencies;
5. Government or regulatory directives;
6. Customs restrictions;
7. Courier or transportation disruption;
8. Labour disputes;
9. Road closures;
10. Failure of essential infrastructure or technology;
11. Supplier or manufacturing disruption; or
12. Any other force majeure event.

Skygen will use reasonable efforts to provide updates and complete fulfilment when reasonably possible.

Any cancellation, replacement, credit or refund will be determined according to the circumstances, the products or services already fulfilled and applicable Malaysian law.

30. Evidence of Fulfilment

Skygen may maintain reasonable fulfilment records, including:

1. Order confirmations;
2. Payment confirmations;
3. E-ticket and QR-code issuance records;
4. Email-delivery records;
5. QR-code scan and redemption records;
6. Courier tracking records;
7. Proof-of-delivery records;
8. Delivery photographs;
9. Electronic signatures;
10. Merchandise collection records; and
11. Customer communications.

These records may be used to verify fulfilment, investigate complaints and respond to payment disputes or chargebacks, subject to the J2R Privacy Policy and applicable law.

31. Relationship With the Return / Refund Policy

Shipping and fulfilment matters are also subject to the J2R Return / Refund Policy.

Except where otherwise required under applicable Malaysian law, all purchases remain final, non-returnable, non-refundable, non-exchangeable, non-transferable, non-cancellable and non-modifiable.

A delivery delay, failed delivery or non-collection caused by the Customer does not automatically create a right to a refund.

32. Customer Acknowledgement

By completing a purchase, the Customer acknowledges and agrees that:

1. All delivery, contact and order information provided is accurate;
2. Digital admission passes may be fulfilled separately from physical merchandise;
3. Merchandise may be delivered, shipped or collected according to the method stated during checkout;
4. Delivery and production dates may be estimates;
5. The Customer is responsible for monitoring delivery and collection notices;
6. Additional charges may apply for failed delivery or redelivery caused by the Customer; and
7. The purchase is subject to this Policy and the J2R Return / Refund Policy.

33. Malaysian Law

This Policy is governed by the laws of Malaysia.

Nothing in this Policy excludes, restricts or modifies any guarantee, right, remedy or liability that cannot lawfully be excluded under the Consumer Protection Act 1999, the Consumer Protection (Electronic Trade Transactions) Regulations 2024 or any other applicable Malaysian law.

If any provision of this Policy is found to be unlawful, invalid or unenforceable, that provision will be limited or interpreted to the minimum extent necessary, while the remaining provisions will continue to apply.

34. Amendments to This Policy

Skygen may amend this Policy from time to time to reflect changes in:

1. Applicable law or regulatory requirements;
2. Payment-gateway requirements;
3. Available products or services;
4. Courier, delivery or collection arrangements;
5. Event arrangements; or
6. Operational practices.

The latest version will be published on the official J2R website together with its effective or revision date.

35. Contact Information

For enquiries regarding shipping, e-ticket delivery, merchandise fulfilment or collection, please contact:

Jiwa 2 Roda Customer Support
Organiser: Skygen Network Sdn. Bhd.
Company Registration No.: 202601016004 (1678101-T)

Business Address:
1622, Level 16,
1, Jalan Stesen Sentral 5,
Kuala Lumpur Sentral,
50470 Kuala Lumpur,
Wilayah Persekutuan Kuala Lumpur, Malaysia.

Email: info.skygennetwork@gmail.com
Telephone/WhatsApp: +60 12-899 6687
Operating Hours: Monday – Friday, 9:00 a.m. – 6:00 p.m. (Malaysia Time)

Customers should include their full name, order number, registered email address and details of the relevant delivery or fulfilment issue.