Cancellation & Refund Policy

All bookings are paid for in advance through Leish and held in escrow. Funds are only released to the MUA or studio after the appointment has been marked complete, or after the applicable dispute window has passed without a reported issue.

More than 48 hours before the appointment: Full refund, less any payment gateway processing fee already incurred. Refunds are returned to the original payment method within 5–10 business days. Between 48 and 24 hours before the appointment: 50% refund. The remaining 50% is paid to the MUA or studio as compensation for the reserved time slot, which can no longer be resold on short notice. Less than 24 hours before the appointment, or no-show: No refund. The full booking amount is released to the MUA or studio. Exceptions: Medical emergencies, bereavement, or other serious circumstances may be reviewed on a case-by-case basis at Leish’s discretion upon supporting documentation. Contact support@leish.my.

If an MUA or studio cancels a confirmed booking for any reason: • The client receives a 100% refund, including any processing fees. • Leish will attempt to help the client rebook with another available artist or studio for the same date and time where possible. • Repeated cancellations by the same MUA or studio (3 or more within a rolling 90-day period) may result in suspension from the Platform under Leish’s provider standards.

If an MUA or studio arrives more than 30 minutes late without prior notice to the client, the client may cancel on-site for a full refund. If the client is more than 30 minutes late without notice, this is treated as a no-show.

If a client believes the service delivered was materially different from what was booked (e.g. wrong service performed, artist did not show the qualifications listed, safety or hygiene concern): • Report the issue to support@leish.my within 48 hours of the appointment, with photos or details where possible. • Leish will review the claim and may contact both parties for information. • Disputes are typically resolved within 2 business days of all information being received. • Leish’s decision on fund release is final for disputes under RM 500. For higher-value disputes, either party may escalate to mediation before the Selangor Consumer Claims Tribunal. Leish acts as a neutral marketplace facilitator. We are not a party to the underlying service contract between client and MUA/studio, but we hold payment in escrow specifically to make fair resolution possible.

The cancellation windows above apply equally when an MUA books a studio space through Leish. The 20% Leish commission on this transaction type is non-refundable once the studio confirms the booking, as it covers Leish’s facilitation and payment processing regardless of later cancellation.

• Log in to your Leish account and go to your booking under “My Bookings.” • Select “Cancel Booking” and follow the prompts — refund eligibility is calculated automatically based on time remaining. • For disputes or exceptions, email support@leish.my with your booking reference number.

Leish may update this policy from time to time. Material changes will be notified via email or in-app notice at least 7 days before taking effect. Continued use of the Platform after changes take effect constitutes acceptance.