CANCELLATION & REFUND POLICY

Last Updated: 28 August 2026

This Cancellation & Refund Policy applies to bookings, memberships, workspace plans and other services purchased from ADA Shared Services Sdn Bhd. (200801004348 / 805632-X) through ada2u.com or directly from ADA2U.

By purchasing or booking a service with ADA2U, you agree to the terms set out in this policy.

1. GENERAL POLICY

All bookings and service purchases are subject to availability and the cancellation conditions applicable to the selected service.

Cancellation, rescheduling and refund eligibility may vary depending on:

• Type of workspace or service;
• Booking duration;
• Membership plan;
• Promotional package;
• Subscription period; and
• Notice period provided before cancellation.

Where a specific booking, quotation, promotion or service agreement contains different cancellation conditions, those specific conditions will apply.

2. HOT DESK & DAILY PASS

For Hot Desk and Daily Pass bookings:

Cancellation More Than 24 Hours Before Booking

Customers may cancel or request to reschedule their booking at least 24 hours before the scheduled start time.

Eligible cancellations may receive:

• A full booking credit; or
• A refund, where applicable.

Cancellation Within 24 Hours

Cancellations made less than 24 hours before the scheduled booking time are generally non-refundable.

ADA2U may, at its discretion, allow a one-time rescheduling depending on availability.

No-Show

If the customer does not arrive or use the workspace on the confirmed booking date without prior notice, the booking will be considered a no-show.

No refund or replacement booking will be provided for no-shows.

3. MEETING ROOM & EVENT SPACE BOOKINGS

For meeting rooms and bookable shared facilities:

More Than 48 Hours Before Booking

Cancellation made at least 48 hours before the scheduled booking time may be eligible for:

• Full booking credit; or
• Refund to the original payment method.

Between 24 and 48 Hours

Cancellation made between 24 and 48 hours before the booking may be eligible for rescheduling or booking credit, subject to availability.

Less Than 24 Hours

Cancellation made less than 24 hours before the booking time is non-refundable.

No-Show

No refund or booking credit will be provided if the customer fails to attend the confirmed booking.

4. DEDICATED DESK MEMBERSHIP

Dedicated Desk memberships are generally billed monthly or according to the subscription period shown during purchase.

Customers wishing to cancel a recurring Dedicated Desk membership should provide at least:

30 days’ written notice before the next billing or renewal date.

Payments already made for the current billing period are generally non-refundable.

The customer may continue using the service until the end of the paid membership period unless access has been terminated due to a breach of ADA2U’s Terms and Conditions.

5. PRIVATE OFFICE, SERVICED OFFICE & OFFICE SUITE

Private offices, serviced offices, office suites and other longer-term workspace arrangements may be subject to:

• Minimum commitment periods;
• Security deposits;
• Advance rental or service fees;
• Setup charges; and
• Separate service agreements.

Cancellation must follow the notice period stated in the relevant quotation, booking confirmation or service agreement.

Unless otherwise stated, customers should provide at least 30 days’ written notice before terminating a monthly private office arrangement.

For fixed-term agreements, early termination may not automatically entitle the customer to a refund.

Any early termination charges will be determined according to the applicable service agreement.

6. ENTERPRISE & CUSTOM OFFICE PLANS

Enterprise spaces, customised offices and specially configured workspaces may involve setup, renovation, furniture, IT or other preparation costs.

Once ADA2U has commenced custom preparation or committed costs specifically for the customer, certain fees may become non-refundable.

Cancellation terms for Enterprise or customised plans will be stated in the applicable quotation or service agreement.

Where there is any conflict between this general policy and a signed Enterprise agreement, the signed agreement will apply.

7. VIRTUAL OFFICE SERVICES

Virtual Office subscriptions may be offered on monthly, quarterly, annual or other fixed-term plans.

Unless otherwise stated:

• Fees already paid for an activated Virtual Office plan are non-refundable;
• Customers may cancel future renewal by providing notice before the next renewal date;
• Services remain active until the end of the paid period; and
• Unused portions of an active subscription will not normally be refunded.

Where ADA2U has already processed business registration, address verification, mail setup or other administrative work, setup or processing fees are non-refundable.

8. BUSINESS MAILING ADDRESS SERVICES

Business Mailing Address or Mail Handling services may involve administrative and setup costs.

Once the service has been activated, payments made for the current subscription period are generally non-refundable.

Customers remain responsible for:

• Outstanding mail forwarding charges;
• Courier fees;
• Handling charges;
• Storage charges; and
• Other charges incurred before cancellation becomes effective.

Customers must arrange for their business address to be updated with the relevant authorities, banks, customers and third parties after termination of the service.

9. MONTHLY & RECURRING MEMBERSHIPS

For recurring memberships, customers must submit a cancellation request before the applicable renewal date.

Unless otherwise stated, we recommend cancellation requests be submitted at least 30 days before the next renewal date.

If cancellation is received after the next recurring payment has already been processed, that payment may be non-refundable and the membership will remain active until the end of the paid billing period.

Cancellation of recurring billing does not automatically entitle the customer to a refund for amounts already paid.

10. PROMOTIONAL, DISCOUNTED & SPECIAL OFFER BOOKINGS

Promotional rates, special packages, discounted passes or limited-time offers may be subject to different cancellation conditions.

Some promotional bookings may be:

• Non-refundable;
• Non-transferable;
• Non-reschedulable; or
• Valid only during a specified promotional period.

Any special cancellation conditions will be disclosed before purchase where applicable.

11. SECURITY DEPOSITS

Where a security deposit is collected for a workspace or office arrangement, the deposit is separate from service fees.

The security deposit may be refunded after termination of the service, subject to:

• Return of access cards and keys;
• Settlement of outstanding invoices;
• Payment of additional service charges;
• Inspection of the workspace;
• Deduction for damage beyond reasonable wear and tear; and
• Compliance with the applicable service agreement.

Any refundable balance will be processed after final account reconciliation.

12. RESCHEDULING

Rescheduling requests are subject to availability.

A request to reschedule should be made before the cancellation deadline applicable to the relevant service.

ADA2U does not guarantee that the same:

• Date;
• Time;
• Workspace;
• Meeting room;
• Location; or
• Rate

will be available for the new booking.

Where the new booking has a higher price, the customer may be required to pay the price difference.

Where the new booking is lower in value, any difference may be issued as booking credit rather than cash refund, depending on the circumstances.

13. BOOKING CHANGES

Customers are responsible for checking all booking information before confirming payment.

Requests to change:

• Booking date;
• Booking time;
• Number of users;
• Workspace type;
• Location; or
• Service plan

must be submitted to ADA2U as soon as possible.

Changes are subject to availability and may result in additional charges.

14. REFUND PROCESS

Where a refund is approved, ADA2U will generally process the refund using the original payment method where reasonably possible.

Customers may be required to provide:

• Booking number;
• Invoice number;
• Name of purchaser;
• Payment reference; and
• Other information required to verify the transaction.

Refund processing times may depend on the:

• Bank;
• Credit or debit card provider;
• Payment gateway; or
• Original payment method.

ADA2U is not responsible for processing delays caused by banks or third-party payment providers.

15. PAYMENT GATEWAY & BANK CHARGES

Certain third-party payment gateway charges, bank fees or transaction fees may be non-refundable.

Where such charges have already been incurred and cannot be recovered by ADA2U, they may be deducted from the refund where permitted by law and disclosed where appropriate.

16. CANCELLATION BY ADA2U

ADA2U may cancel or change a booking due to circumstances such as:

• Workspace unavailability;
• Emergency maintenance;
• Building closure;
• Safety concerns;
• Technical problems;
• Government restrictions;
• Events beyond our reasonable control; or
• Other operational circumstances.

Where ADA2U cancels a confirmed prepaid booking and cannot provide a reasonable alternative, the customer may choose, where appropriate, between:

• Rescheduling;
• Booking credit; or
• Refund of the affected prepaid service.

This does not apply where the service is cancelled because of the customer’s breach of ADA2U’s Terms and Conditions.

17. SUSPENSION OR TERMINATION DUE TO CUSTOMER MISCONDUCT

ADA2U reserves the right to suspend or terminate a membership or booking where a customer:

• Conducts illegal activities;
• Creates a safety or security risk;
• Harasses staff, members or visitors;
• Damages property;
• Repeatedly breaches workspace rules;
• Allows unauthorised access;
• Fails to make required payments; or
• Otherwise materially breaches ADA2U’s Terms and Conditions.

Where service is terminated because of serious misconduct or a material breach, payments already made may be non-refundable to the extent permitted by law.

18. FORCE MAJEURE

In circumstances beyond ADA2U’s reasonable control, including but not limited to:

• Flood;
• Fire;
• Natural disaster;
• Epidemic or pandemic;
• Government restrictions;
• Building emergencies;
• Utility failure;
• Civil disturbance; or
• Other similar events,

ADA2U may reschedule, suspend or cancel affected services.

Depending on the circumstances, ADA2U may provide an alternative booking, account credit or refund where appropriate.

19. UNUSED SERVICES

Unless otherwise stated, no refund will be provided for:

• Unused workspace days;
• Unused hours;
• Unused meeting room credits;
• Unused membership benefits;
• Early departure;
• Voluntary reduction in usage; or
• Failure to fully utilise a purchased plan.

Memberships and subscription plans are purchased for access during the applicable period rather than based solely on actual usage.

20. TRANSFER OF BOOKING

Bookings may not be transferred to another individual or company without ADA2U’s prior approval.

Certain Hot Desk, Daily Pass or Meeting Room bookings may be transferable where ADA2U approves the change before the booking date.

Memberships, Private Offices and Virtual Office subscriptions are generally not transferable unless otherwise agreed in writing.

21. HOW TO REQUEST A CANCELLATION

Cancellation or rescheduling requests should be submitted in writing.

Please provide:

• Full name;
• Company name, where applicable;
• Booking or invoice number;
• Service purchased;
• Booking date;
• Reason for cancellation; and
• Preferred resolution, such as refund or rescheduling.

Please contact:

ADA Shared Services Sdn Bhd.

Email: wecare@ada2u.com
Telephone: +604 619 2500
Website: ada2u.com

Cancellation will only be considered received once ADA2U has received the request through an authorised communication channel.

22. CONSUMER RIGHTS

Nothing in this Cancellation & Refund Policy is intended to exclude or limit any consumer rights or remedies that cannot lawfully be excluded under applicable Malaysian law.

If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

23. CHANGES TO THIS POLICY

ADA2U may update this Cancellation & Refund Policy from time to time.

The latest version will be published on ada2u.com together with the latest revision date.

Cancellation terms applicable to an existing confirmed purchase will generally be based on the conditions disclosed when the relevant booking or service was purchased, unless otherwise required by law.

24. CONTACT US

For cancellation, refund or rescheduling enquiries, please contact:

ADA Shared Services Sdn Bhd.
Company Registration No.: 200801004348 / 805632-X

Email: wecare@ada2u.com
Telephone: +604 619 2500
Website: ada2u.com
Business Address: Penthouse 1-21-1, Suntech @ Penang Cybercity,
Lintang Mayang Pasir 3, Bayan Baru,
11950 Penang, Malaysia