Skip to main content
Back to home

Refund Policy

Last updated: 1 October 2026

Contents
  1. 1. House purchases are final
  2. 2. Billing errors and unauthorised payments
  3. 3. How refunds are paid
  4. 4. Payments that cannot be credited
  5. 5. Contact

This policy covers purchases of Houses on ShelterX Property, operated by METAKORE SDN. BHD. Nothing in it limits your rights under the Consumer Protection Act 1999 that cannot be excluded.

1. House purchases are final

Houses are bought through Stripe Checkout, by card or FPX online banking, and are added to your account as soon as Stripe confirms the payment. Because they are available to use immediately and never expire, we do not give refunds for a change of mind, whether or not you have used the Houses.

SituationRefund
Change of mind, unused HousesNo
Houses already spent on listings or extensionsNo
Free Houses or other promotional HousesNo (they have no cash value)
Houses left when you delete your accountNo, they are forfeited
Houses left in an account closed for breaking our TermsNo, they are forfeited
Duplicate charge, billing error by us, or a payment you did not authoriseYes, see section 2
Account closed because of our errorYes, Houses restored or unused paid Houses refunded

2. Billing errors and unauthorised payments

If you were charged twice, charged the wrong amount, or see a payment you did not make, email contact@shelterx.property with the subject "Billing enquiry" and include:

  • the email address of your ShelterX account;
  • the date and amount of the payment, and the Stripe receipt or FPX reference if you have it; and
  • a short description of the problem.

We reply within 2 business days. If we confirm the error, we remove the Houses from that payment from your balance and refund the payment.

3. How refunds are paid

  • Refunds go back only to the original payment method, through Stripe: to the card that was charged, or to the bank account used for the FPX payment.
  • We start the refund within 2 business days of approving it. Your bank may take a further 5 to 10 business days to show it.
  • When the error was ours, you get back the full amount you paid.

4. Payments that cannot be credited

If a payment completes after the account was deleted or while it is suspended, we do not add the Houses and we refund the payment automatically.

5. Contact

For any question about payments or refunds, email contact@shelterx.property. See also our Terms of Service.