Return / Refund Policy

1. Introduction

This Return / Refund Policy ("Policy") applies to all purchases made through the official Mega Touring Festival Jiwa 2 Roda ("J2R") website and any other authorised J2R sales channel operated by Skygen Network Sdn. Bhd. ("Skygen", "Organiser", "we", "us" or "our").

This Policy applies to:

1. Admission passes, e-tickets and QR codes;
2. Event admission packages;
3. Merchandise included in event packages;
4. Merchandise purchased separately;
5. Add-ons, upgrades and supplementary products;
6. Promotional products and benefits; and
7. Any other products or services offered in connection with J2R.

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 Terms and Conditions, Shipping / Fulfilment Policy and Privacy Policy.

2. All Purchases Are Final

Once payment has been successfully completed and an order confirmation has been issued, all purchases are final.

Unless otherwise required under applicable Malaysian law, all purchases are strictly:

1. Non-returnable;
2. Non-refundable;
3. Non-exchangeable;
4. Non-transferable;
5. Non-cancellable;
6. Non-modifiable; and
7. Not redeemable or convertible into cash.

Customers are responsible for reviewing all product descriptions, prices, package inclusions, admission categories, sizes, colours, quantities, event information and personal details before completing payment.

Skygen is not required to approve any request to cancel, amend, exchange, transfer or refund an order due to a Customer's mistake, change of mind or personal circumstances.

3. Admission Passes, E-Tickets and QR Codes

All J2R admission passes, e-tickets and QR codes are final and non-refundable after payment has been successfully completed.

No refund, return, exchange, transfer, cancellation, credit or compensation will ordinarily be provided due to:

1. Change of mind;
2. Inability or failure to attend the event;
3. Personal, family, employment or medical reasons;
4. Travel, transportation, traffic, parking or accommodation issues;
5. Late arrival or early departure;
6. Incorrect selection of admission category, package, quantity or event date;
7. Incorrect personal or registration details submitted by the Customer;
8. Failure to complete any required registration or identity verification;
9. Failure to present a valid admission pass, e-ticket or QR code;
10. Loss, deletion or unauthorised disclosure of an e-ticket or QR code;
11. Failure to access the Customer's registered email address or account;
12. Failure to collect, activate, scan, redeem or use an admission pass;
13. Refusal of admission due to non-compliance with event rules;
14. Removal from the event due to misconduct, safety concerns or breach of applicable law; or
15. Any other reason arising from the Customer's own decision, action, omission or circumstances.

Each admission pass is valid only for the admission category, package, date and entitlement stated in the applicable order confirmation.

4. Non-Transferability

All admission passes, e-tickets, QR codes, packages, merchandise entitlements, privileges and benefits are non-transferable unless Skygen expressly provides otherwise in writing.

Customers must not:

1. Transfer an admission pass to another person;
2. Request a change of registered attendee or Customer name;
3. Resell an admission pass;
4. Offer an admission pass for commercial gain;
5. Duplicate, reproduce, copy or alter an admission pass or QR code;
6. Share a QR code with another person;
7. Allow another person to use an admission pass without authorisation; or
8. Purchase an admission pass for unauthorised resale or commercial distribution.

Skygen reserves the right to verify the identity of an admission pass holder before granting entry.

Any admission pass reasonably suspected of unauthorised transfer, resale, duplication, alteration, fraud or misuse may be suspended or cancelled without refund, subject to applicable Malaysian law.

5. Event Admission Packages

Certain J2R admission packages may include merchandise, gifts, privileges, vouchers, promotional items, lucky-draw eligibility or other benefits.

Each package is sold as a complete package. Unless otherwise required by applicable Malaysian law, individual package components cannot be:

1. Returned;
2. Refunded;
3. Exchanged;
4. Transferred;
5. Substituted;
6. Separated from the original package;
7. Converted into another product or package; or
8. Redeemed for cash.

Failure to collect, activate, redeem or use any merchandise, benefit, privilege or entitlement included in a package does not entitle the Customer to a full or partial refund.

Customers must review all package descriptions, inclusions, size requirements, collection procedures, redemption deadlines and applicable conditions before completing payment.

6. Merchandise

All merchandise purchases, whether purchased separately or included in an event package, are final.

Unless otherwise required under applicable Malaysian law, merchandise is non-returnable, non-refundable, non-exchangeable and non-transferable.

No return, exchange or refund will ordinarily be provided due to:

1. Change of mind;
2. Incorrect product, size, colour, design or quantity selected by the Customer;
3. Unsuitable fit;
4. Personal preference or dissatisfaction;
5. Minor differences in colour caused by lighting, photography, printing or electronic display settings;
6. Reasonable variations in measurements, printing, stitching, placement, texture or finishing;
7. Normal wear and tear;
8. Damage caused by misuse, negligence, accidents or improper storage;
9. Failure to follow washing, care or usage instructions;
10. Unauthorised repair, modification or alteration;
11. Failure to collect merchandise within the stated collection period; or
12. Any issue that does not arise from a defect, material damage, material misdescription or incorrect supply.

Customers must review the applicable product description, size chart, measurements, colour, design, quantity and other order details before completing payment.

7. Changes to Merchandise Orders

Requests to change a product, size, colour, design, quantity, delivery method or collection method after payment will not ordinarily be accepted.

No changes will be permitted after an order has entered production, personalisation, printing, packing, dispatch or fulfilment.

Customised, personalised, limited-edition, promotional or made-to-order merchandise cannot be returned, refunded, exchanged, transferred or cancelled due to a change of mind or incorrect selection by the Customer.

8. Defective, Damaged or Incorrect Merchandise

Nothing in this Policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded under Malaysian law.

If merchandise is defective, materially damaged upon receipt, materially different from its description or incorrectly supplied, the Customer should contact J2R Customer Support within seven (7) calendar days after receiving or collecting the merchandise.

The Customer must provide:

1. Full name and contact details;
2. Order number;
3. Proof of purchase and payment;
4. Clear photographs or videos showing the merchandise and the reported issue;
5. Photographs of the original packaging and delivery label, where applicable;
6. A clear description of the defect, damage or incorrect supply; and
7. Any additional information reasonably required to verify the claim.

The merchandise must not be used, washed, altered, repaired or further damaged after the reported issue has been discovered.

Skygen may inspect the merchandise and supporting evidence before confirming whether the claim is valid.

Where a remedy is required under applicable Malaysian law, the available remedy may include:

1. Repair;
2. Replacement;
3. Exchange;
4. Partial refund;
5. Full refund; or
6. Another remedy available under applicable Malaysian law.

No remedy will be provided where the reported issue was caused by misuse, negligence, normal wear and tear, improper care, incorrect storage, accidental damage or unauthorised alteration.

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

9. Approved Merchandise Returns

A Customer must not return any merchandise without first receiving written return instructions from J2R Customer Support.

Where a merchandise return is approved:

1. The merchandise must be returned according to the instructions provided;
2. The merchandise should include its original packaging, labels, accessories and accompanying items, where reasonably possible;
3. Proof of purchase must be provided;
4. The merchandise may be inspected before a remedy is confirmed; and
5. The Customer must use the approved return method, where one is specified.

For hygiene and safety reasons, personal-use merchandise, including face towels, socks, handsocks and similar products, cannot be returned after being used, washed or removed from sealed hygienic packaging, except where a remedy is required under applicable Malaysian law.

10. Event Programme and Operational Changes

Skygen reserves the right to make reasonable changes to:

1. Event programmes and activities;
2. Performers, speakers or entertainment;
3. Exhibitors, sponsors or vendors;
4. Schedules and operating hours;
5. Event layout and activity locations;
6. Entry and exit arrangements;
7. Parking, traffic and access arrangements;
8. Merchandise, gifts or promotional items; and
9. Other operational or safety arrangements.

Reasonable changes that do not fundamentally alter the principal event service purchased by the Customer do not automatically entitle the Customer to a refund, return, exchange, transfer, cancellation, credit or compensation.

Where a material change significantly affects the principal service purchased, Skygen will determine the appropriate arrangement according to the circumstances and applicable Malaysian law.

11. Event Postponement or Rescheduling

If J2R is postponed or rescheduled, all valid admission passes, e-tickets and packages will ordinarily remain valid for the replacement date without requiring the Customer to purchase a new admission pass.

Postponement or rescheduling does not automatically entitle the Customer to a refund, cancellation, exchange, transfer, credit or compensation.

Skygen will communicate the applicable arrangements through the official J2R website, registered email addresses, official social media accounts or other authorised communication channels.

The announcement may include:

1. The replacement event date;
2. Confirmation of the validity of existing admission passes;
3. Any re-registration or verification procedure;
4. Applicable collection or fulfilment arrangements; and
5. Any other available option determined by Skygen.

Any remedy relating to a significant postponement or rescheduling will be assessed according to the circumstances and applicable Malaysian law.

12. Event Cancellation

If the entire event is cancelled by Skygen and no replacement date is provided, Skygen will announce the applicable refund or alternative arrangement through its official communication channels.

Any refund required under applicable Malaysian law will be limited to the amount paid for the affected and unfulfilled product or service.

Where an event package includes merchandise, gifts, privileges or other benefits that have already been supplied, collected, redeemed or used, the properly disclosed value of those fulfilled items or benefits may be excluded from the refundable amount, subject to applicable Malaysian law.

Complimentary passes, free gifts, promotional items, prizes and sponsor-issued passes have no refundable cash value.

Skygen will not be responsible for separate or consequential expenses incurred by the Customer, including:

1. Transportation costs;
2. Accommodation expenses;
3. Flight or travel bookings;
4. Meals;
5. Parking charges;
6. Personal arrangements;
7. Third-party booking charges;
8. Loss of income; or
9. Other incidental or consequential expenses,

except where such liability cannot lawfully be excluded.

13. Event Interruption or Early Termination

The event may be temporarily suspended, interrupted, restricted or ended early where reasonably necessary to:

1. Protect public health or safety;
2. Respond to severe weather or hazardous conditions;
3. Comply with instructions issued by the venue, Government, regulatory authority, police, emergency service or other competent authority; or
4. Respond to circumstances beyond Skygen's reasonable control.

Where a substantial part of the event has already been provided, the Customer will not automatically be entitled to a full or partial refund.

Any refund, credit, replacement event or alternative arrangement will be assessed according to:

1. The portion of the event already provided;
2. The reason for the interruption or early termination;
3. The products, services or benefits already supplied;
4. The available alternatives; and
5. Applicable Malaysian law.

14. Circumstances Beyond Skygen's Reasonable Control

J2R may be postponed, rescheduled, relocated, modified, restricted, suspended, interrupted or cancelled due to circumstances beyond Skygen's reasonable control, including:

1. Severe weather;
2. Natural disasters;
3. Fire, flood or hazardous environmental conditions;
4. Epidemics, pandemics or public health emergencies;
5. Government or regulatory directives;
6. Law-enforcement or public-safety requirements;
7. Civil disturbance, terrorism or security threats;
8. Venue closure or unavailability;
9. Failure of essential infrastructure, utilities or technology;
10. Transportation disruption;
11. Labour disputes; or
12. Any other force majeure event that could not reasonably have been prevented or controlled by Skygen.

Any refund, credit, replacement date or alternative arrangement will be determined based on the circumstances, the products or services already supplied and applicable Malaysian law.

Nothing in this clause excludes any right, remedy or liability that cannot lawfully be excluded.

15. Duplicate Transactions and Payment Errors

If the Customer believes that:

1. The same order has been charged more than once;
2. Payment was deducted without an order confirmation;
3. An incorrect payment amount was charged; or
4. A payment-processing error occurred,

the Customer must contact J2R Customer Support promptly.

The Customer must provide:

1. Full name and contact details;
2. Order number, where available;
3. Proof of payment;
4. Bank, card or e-wallet transaction record; and
5. Any additional information reasonably required to investigate the transaction.

Submitting a claim does not guarantee a refund. All claims are subject to verification with the relevant bank, card issuer, e-wallet provider or payment gateway.

Where a duplicate charge or payment-processing error is verified, the affected amount will be refunded through the original payment method.

16. Unauthorised Transactions

Customers must immediately notify their bank, card issuer, e-wallet provider or payment service provider if they suspect an unauthorised transaction.

The Customer should also notify J2R Customer Support and provide sufficient information for Skygen to investigate the matter.

Any refund relating to an alleged unauthorised transaction will be subject to:

1. Verification of the transaction;
2. The procedures of the relevant bank or payment provider;
3. Available transaction and fulfilment records; and
4. Applicable Malaysian law.

Skygen may temporarily suspend the affected order, admission pass, QR code or Customer account while the investigation is ongoing.

17. Failed, Pending or Reversed Payments

An order is not confirmed until Skygen receives successful payment confirmation from the relevant bank or payment provider.

Where payment is shown as failed, pending, reversed or incomplete:

1. The order may remain unconfirmed;
2. Merchandise will not be fulfilled;
3. An admission pass or QR code may not be issued or activated; and
4. The Customer may be required to contact their bank or payment provider.

If funds are deducted but no confirmed order is generated, the Customer should contact J2R Customer Support with proof of payment.

Any reversal or refund will depend on the result of the payment investigation.

18. Promotional Codes, Discounts, Vouchers and Credits

Promotional codes, discounts, vouchers and credits:

1. Must be applied before completing payment;
2. Cannot be applied retrospectively;
3. Cannot be exchanged or redeemed for cash;
4. Cannot be refunded;
5. Cannot be transferred;
6. Cannot be combined unless expressly permitted; and
7. May be subject to validity periods, usage limits and additional conditions.

If a refund is required under applicable Malaysian law, the amount refunded will not exceed the amount actually paid by the Customer for the affected product or service.

Promotional codes, discounts, vouchers and credits will not automatically be reinstated after an order is cancelled, reversed or refunded.

19. Complimentary Passes and Promotional Items

Complimentary passes, sponsor allocations, prizes, gifts and promotional items:

1. Have no cash value;
2. Are non-returnable;
3. Are non-refundable;
4. Are non-exchangeable;
5. Are non-transferable unless expressly authorised in writing; and
6. May be cancelled if obtained through fraud, misrepresentation or breach of the applicable conditions.

Any lucky draw, contest, giveaway or promotional campaign may also be governed by separate terms and conditions.

20. Refund Request Procedure

Where a Customer believes they are legally entitled to a refund or other remedy, the Customer must contact J2R Customer Support and provide:

1. Full name;
2. Contact number and email address;
3. Order number;
4. Proof of purchase and payment;
5. Details of the affected admission pass, package, merchandise or transaction;
6. Reason for the request;
7. Supporting photographs, videos or documents, where applicable; and
8. Any additional information reasonably required for verification.

Submitting a request does not guarantee approval.

Skygen may reject any claim involving:

1. False or misleading information;
2. Altered or fabricated documents;
3. Fraudulent evidence;
4. Duplicate claims;
5. Unauthorised resale or transfer;
6. Misuse of an admission pass, QR code or merchandise; or
7. Abuse of this Policy.

21. Approved Refund Method and Processing Period

Where a refund is required under applicable Malaysian law or expressly approved in writing by Skygen:

1. The refund will ordinarily be made through the original payment method;
2. The Customer must complete all required verification;
3. Skygen will use reasonable efforts to initiate the approved refund within fourteen (14) business days after verification has been completed; and
4. The time required for the refund to appear in the Customer's account will depend on the relevant bank, card issuer, e-wallet provider or payment gateway.

Skygen is not responsible for delays caused solely by a third-party financial institution after the approved refund has been properly initiated.

Where the original payment method is unavailable, Skygen may request verified alternative payment information. The refund recipient should correspond with the original purchaser or payer unless otherwise approved following verification.

22. Chargebacks and Payment Disputes

Customers are encouraged to contact J2R Customer Support before initiating a chargeback or payment dispute so that the matter may be investigated.

Skygen reserves the right to provide the following information to the relevant bank or payment provider when responding to a chargeback:

1. Order records;
2. Payment information;
3. Customer acknowledgements;
4. Correspondence;
5. Proof of merchandise fulfilment;
6. Delivery or collection records;
7. QR-code issuance and usage records; and
8. Event admission records.

Fraudulent, dishonest or abusive chargebacks may result in cancellation of the relevant order, admission pass or Customer account, subject to applicable law.

Nothing in this clause prevents a Customer from exercising a lawful right to dispute an unauthorised or genuinely disputed transaction.

23. Purchases Through Third Parties

This Policy applies only to purchases made through the official J2R website or an authorised J2R sales channel.

Purchases made through an authorised third-party payment, ticketing or sales platform may also be subject to that provider's terms, conditions and refund procedures.

Skygen is not responsible for purchases made through:

1. Unauthorised websites;
2. Unauthorised resellers;
3. Unofficial social media accounts;
4. Private individuals; or
5. Fraudulent or imitation sales channels.

24. Customer Acknowledgement at Checkout

Before completing payment, the Customer may be required to select an acknowledgement checkbox confirming agreement to this Policy.

By completing payment, the Customer confirms that:

1. All order information has been reviewed and is correct;
2. The correct product, package, size, colour, quantity and admission details have been selected;
3. The purchase is final;
4. The purchase is non-returnable;
5. The purchase is non-refundable;
6. The purchase is non-exchangeable;
7. The purchase is non-transferable;
8. The purchase cannot be cancelled or modified after confirmation; and
9. The Customer agrees to this Policy and the applicable J2R Terms and Conditions.

25. Malaysian Consumer Rights

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.

26. 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. Event arrangements;
4. Products or services offered; or
5. Operational practices.

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

The version applicable to a purchase will ordinarily be the version displayed and accepted at the time the order was completed, unless a subsequent amendment is required by law or provides more favourable rights to the Customer.

27. Contact Information

For enquiries concerning this Return / Refund Policy, 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)