1. Buyer's right to a refund

Under the Consumer Protection Act 1999 and Sale of Goods Act 1957, buyers may seek a refund or remedy when:

• The vehicle, part, or service materially differs from the listing.
• The seller fails to deliver after payment.
• Title cannot be transferred (e.g. outstanding finance not disclosed).
• The vehicle has undisclosed major defects discovered within 7 days of handover.

2. Seller obligations

• Issue a full refund where you cannot deliver what was listed.
• Cooperate with reasonable inspection requests in the first 7 days.
• For rentals, refund unused days minus a reasonable fee where the buyer cancels with notice.
• For roadside services, refund or partially refund where the published service was not delivered.

3. Dispute steps

1. Talk first. Most issues resolve in a single WhatsApp conversation.
2. Open a dispute. Email support@drivehub.my with the listing URL, screenshots, payment proof, and a short summary.
3. Mediation. DriveHub reviews evidence within 5 business days and proposes a resolution.
4. Escalation. If mediation fails, both parties may pursue remedies via the Tribunal for Consumer Claims Malaysia (TTPM) for claims under RM50,000, or the civil courts.

4. What we can and cannot do

We can: remove fraudulent listings, freeze accounts pending investigation, share evidence between disputing parties, and provide written records to TTPM or the courts.

We cannot: compel payment, hold funds in escrow, or override Malaysian court orders.

5. Timelines

• Dispute acknowledged within 1 business day.
• Initial proposal within 5 business days.
• Final mediation outcome within 21 calendar days, where both parties cooperate.

6. Chargebacks

Where a buyer initiates a bank chargeback or e-wallet reversal, the seller must cooperate with the bank's investigation. Repeated chargebacks against a seller may result in account suspension and a referral to authorities.

7. Contact

Open a dispute: support@drivehub.my. Subject line: "Dispute · [listing URL]".