Refund policy

This refund policy applies to self-service washing and drying at myDobi Lazenda Hillford, operated by SOYYA HOGAN SDN BHD (business registration no. 202401053603), Jalan Pohon Batu, 87000 Labuan, Wilayah Persekutuan Labuan, Malaysia.

When a refund is due

• The machine did not start after payment was taken.
• The machine stopped before the paid cycle completed because of a machine fault.
• You were charged more than once for the same cycle.

How to request one

Report the problem within 7 days of the cycle through the Hiro App, with the outlet, machine number, date and time, and the amount paid. Please do not leave the outlet before the machine has started if you paid at the machine.

How refunds are paid

Once the report is verified against the machine log, SOYYA HOGAN SDN BHD refunds the full price of the affected cycle within 7 working days, to the payment method used or as credit to your Hiro App wallet where the original method cannot receive a refund. Payments made through the Hiro platform are refunded through the same platform on behalf of SOYYA HOGAN SDN BHD.

What is not refundable

• A cycle that ran to completion.
• A cycle stopped early by opening the door or pressing stop.
• Items damaged because they were unsuitable for machine washing or drying.
• Detergent, tokens or top-up credit that was used.