Refund & Cancellation Policy

1. How payment works

Popgo uses an approval-first flow. You submit a booth application at no charge. You are only asked to pay after the Event Organiser approves your application. Once you complete payment, your booth is confirmed and binding, and a confirmation is sent to the email and/or WhatsApp number you provided. The payable amount is the booth price and any booth add-ons, plus any applicable SST, a refundable safety deposit (if the Organiser requires one) and the payment gateway fee, and is calculated and verified server-side before checkout.

2. Service delivery & fulfilment

Popgo sells a digital booking service, not a physical shippable product. Fulfilment is delivered as follows:

• Immediately after payment: your booth reservation is confirmed and a digital confirmation (your Vendor Pass, including your assigned booth) is issued electronically. There is no physical shipment.
• On the event day: the Event Organiser makes the reserved booth space available to you at the venue, date, and time stated on the event page.
• Because the confirmation is delivered electronically and immediately, there are no shipping fees or delivery timelines.

3. When you are entitled to a refund

• Application rejected after payment: if an Organiser rejects your booth after you have paid, you are refunded in full — including SST, the safety deposit and the payment gateway fee — automatically. The platform service fee is returned to the Organiser, so it is only ever charged on confirmed booths.
• Booking cancelled by the Organiser: if the Organiser cancels your confirmed booth, the booth amount and safety deposit are refunded.
• Duplicate or double-booking: in the rare event our system detects a booth conflict after payment, a full refund is issued automatically.
• Duplicate charge / technical error: if you are charged more than once for the same booking due to a technical error, the duplicate charge is refunded in full.

4. Safety deposits

Where an Organiser requires a refundable safety deposit, it is collected at checkout and returned to you after the event, provided the Organiser's conditions (for example, keeping your booth space clean and undamaged) are met. Any deduction from a deposit is at the Organiser's discretion and must be communicated to you with a reason.

5. Cancellations by the vendor

A confirmed, paid booth is a binding reservation. If you wish to cancel a booth you have already paid for, refunds are at the Event Organiser's discretion and subject to that event's own cancellation terms, since the Organiser is the party providing the booth. Contact the Organiser (or our support team, who can help mediate) as early as possible.

6. Refund method & timeline

• Approved refunds are returned to your original payment method — we do not issue cash or transfers to a different account.
• Refunds typically appear within 5–10 business days, depending on your bank or card issuer's processing time.
• Refunds are made in Malaysian Ringgit (MYR).

7. How to request a refund

Automatic refunds (rejection, conflict, duplicate charge) require no action from you. For any other refund request, email teampopgo@gmail.com with your Vendor ID, the event name, and the reason for your request. We aim to respond within 2 business days and will coordinate with the Event Organiser where their approval is required.

8. Chargebacks

Please contact us before opening a chargeback with your bank or card provider — most issues can be resolved faster directly. Vendors who initiate chargebacks without first attempting to resolve the matter with the Organiser or Popgo may be suspended from the platform. We will always cooperate in good faith to resolve legitimate disputes.