Booking Payments & Refunds (For Clients)

NEWVIA SDN. BHD. Last Updated: 6 September 2026

This page explains what happens when you book and pay for a treatment, class or appointment through a booking page powered by NewVia.

0. How This Marketplace Works

NewVia is a marketplace platform: independent salons, spas, studios and clinics use our booking and payment technology to sell their own services. Your payment goes to the business's own account with a licensed payment provider and NewVia receives only a platform fee for the software — NewVia does not hold your money or set prices. Refund requests are handled through NewVia, subject to the business's published terms, and the refund amount is debited from the business's own connected account. A fuller explanation is at How payments work.

1. Who You Are Paying

When you pay for a booking, you are paying the business you booked with — the salon, spa, studio or clinic named on the booking page — not NewVia. That business is the seller and is responsible for delivering the service you booked.

NewVia provides the booking and payment technology used by that business. Payment is processed by a licensed third-party payment provider.

On your card or bank statement you will normally see the business's trading name, in some cases shown alongside the payment provider or the platform. If you do not recognise a charge, check the booking confirmation email before contacting your bank.

2. Currency, Charges and Receipts

• Prices are shown on the booking page in the currency the business has set (typically MYR in Malaysia, or USD for international bookings). The amount shown at checkout — including any tax the business is required to charge — is the amount you pay.
• Your card is charged at the time you confirm the booking, unless the booking page clearly states otherwise (for example, pay at the venue).
• A confirmation and receipt is emailed to you after a successful payment. Ask the business directly if you need a tax invoice.
• Your bank may apply its own currency conversion or cross-border fee; that fee is set by your bank, not by the business or NewVia.

3. Cancellations and Refunds

Each business sets its own cancellation, no-show and refund terms. Those terms are shown to you on the booking page before you pay, and they are the terms that apply to your booking.

Deadline for refund requests: 7 calendar days. A refund, billing or service issue must be raised with the business or with NewVia at support@newvia.ai within seven (7) calendar days of the payment date or the appointment date, whichever is later. A business may publish a more generous window, but never a shorter one. Requests raised after the deadline may be declined.

How long it takes. We acknowledge every request within two (2) business days and resolve eligible requests within seven (7) business days of receiving the information we need.

• To cancel or reschedule, use the link in your confirmation email or contact the business directly.
• Where a refund is due under the business's terms, NewVia will process the refund on the business's behalf. The refund is debited from the business's connected account and returned to your original payment method — banks typically take 5–10 business days to show the credit.
• Partial refunds, credits, or rescheduling instead of a refund may apply where the business's published terms say so.
• NewVia does not set these terms or hold your payment. NewVia operates the refund workflow in line with the business's published terms.

4. If Something Goes Wrong

1. Contact the business first. Its contact details are on the booking page and in your confirmation email. Most issues — a wrong time, a duplicate booking, a cancellation — are resolved fastest this way.
2. Then contact us. If you cannot reach the business, or a charge looks wrong, email support@newvia.ai with your booking reference and the date and amount of the charge. We will help you reach the business and, where a refund is due under the business's published terms, process it on the business's behalf. We cannot overrule the business's own refund decision or refund outside the terms it has published.
3. Before raising a chargeback, please give us and the business a reasonable opportunity to resolve the matter — it is usually quicker than a bank dispute.

5. Your Card Details

Card details are entered into secure fields provided by the payment provider and are transmitted directly to it. Every provider we use is certified as a PCI-DSS Level 1 service provider, the highest level available under the Payment Card Industry Data Security Standard. NewVia never sees or stores your full card number. See our Privacy Policy for how booking data is handled.

6. Contact

NEWVIA SDN. BHD. (202601032040 (1694135-H)) 7-2, Plaza Danau 2, Jalan 2/109f, Taman Danau Desa, 58100 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia Email: support@newvia.ai