1. Barunay Credit (Important)
⚠️ Barunay Credit is not real money and cannot be refunded or withdrawn once added to your account.
When you top up Barunay Credit, you are purchasing a digital balance for in-app use only. This balance:
- Cannot be converted back to cash.
- Cannot be transferred to another user.
- Cannot be withdrawn to a bank account.
- Has no expiry date and remains in your account until used.
If your top-up request is rejected: No credits are added to your account, so there is nothing to refund. You may appeal the rejection within 7 days if you believe it was a mistake.
2. Top-up Request Cancellations
If you submit a top-up request and change your mind before admin review:
- You can contact us at hello@barunay.com to request cancellation.
- If the request is still pending, we will cancel it. No credits were added.
- If the request has already been approved, credits are in your account and cannot be reversed.
3. Top-up Rejection & Appeals
If your bank transfer top-up is rejected by admin:
- You will receive a notification with the rejection reason.
- You have 7 days from rejection to submit an appeal.
- You can provide additional notes and a new proof screenshot with your appeal.
- Admin will review the appeal and make a final decision.
- If the appeal is approved, credits are added to your account.
- If the appeal is rejected, the top-up request is permanently closed.
If you believe the rejection was an error and the appeal window has passed, contact us at hello@barunay.com with your transfer proof.
4. Featured Listing Credits
When you use Barunay Credit to feature a listing:
- Before activation: If your featured request is rejected or cancelled, held credits are returned to your balance automatically.
- After activation: Credits used for featured placements are non-refundable once the feature goes live.
- Early removal: If a featured listing is removed by admin (e.g. policy violation), credits may be refunded at our discretion.
- Listing deleted by seller: If you delete a listing that has an active featured placement, credits are not refunded.
5. Marketplace Transactions
Barunay is a platform that connects buyers and sellers. Payments for marketplace items are made directly between users, not through Barunay. Therefore:
- Refund requests for marketplace purchases must be made directly to the seller.
- Barunay is not responsible for refunds between users.
- If a seller is unresponsive or fraudulent, report them via the app and we may take action against their account.
- We may mediate disputes but cannot force a seller to refund.
6. Service Bookings
For services booked through Barunay:
- Cancellation by customer: Cancellation terms are set by the service provider. Check their policy before booking.
- Cancellation by provider: If a provider cancels, they are responsible for refunding any payment made directly.
- No-show: No-show policies are set by the provider.
- Barunay does not hold payments and cannot process refunds for service bookings.
7. Delivery
Delivery fees and refunds are handled between the customer and the delivery runner. Barunay facilitates the matching but does not process delivery payments.
8. Account Credits Adjustments
In rare cases, admin may manually adjust your credit balance (e.g. to correct an error). If your balance was adjusted in error:
- Contact us at hello@barunay.com within 14 days.
- Include your account email and the adjustment details.
- We will review and correct legitimate errors.
9. Fraud & Abuse
If we determine that credits were added to your account due to fraud, fake proof of payment, or system error:
- We will reverse the credit addition.
- Your account may be suspended or permanently banned.
- We may report fraudulent activity to relevant authorities.
10. Contact Us
For any refund-related questions, contact us at:
- Email: hello@barunay.com
- Subject line: "Refund Policy Inquiry"
- Include your account email and relevant transaction details.
We aim to respond within 2-3 business days.
11. Governing Law
This Refund Policy is governed by the laws of Brunei Darussalam. Any disputes shall be resolved in accordance with Brunei law.