General Refund Principles
Refund eligibility depends on the service purchased, transaction status, applicable cancellation rule, attendance evidence and whether the service has started or been completed. Approved refunds may be returned to the original supported payment channel or to the niinii wallet where the applicable service flow requires it.
Part-Time Job Cancellation & Attendance
- Employer cancellation: a cancellation charge of RM25.60 may apply where the confirmed booking is cancelled under the applicable cancellation rule.
- Helper cancellation: a RM25.60 helper cancellation penalty may apply under the applicable job rule. This is an account / earnings rule and is not an additional charge to the Employer unless expressly shown.
- Helper no-show: where a confirmed Helper does not attend, the applicable booking amount may be returned to the Employer wallet after niinii verifies the attendance and job record.
- Employer does not provide access: where the Helper has arrived through the required attendance process but access is not provided for up to the applicable waiting period, compensation for time attended may be deducted before any remaining amount is returned, subject to the verified record.
- Helper late by more than 15 minutes: the Employer may be eligible to cancel without the normal Employer cancellation penalty, subject to attendance, location and job evidence.
Wallet Refunds & Withdrawal
Where a refund is credited to the Employer wallet, it remains available for eligible niinii transactions. If withdrawal is available, the current Employer withdrawal administration fee is RM8 and the normal processing period may take up to seven days. Helper wallet withdrawals may be subject to a RM1 processing fee. Any fee shown in the wallet or withdrawal confirmation screen at the time of request is the applicable fee for that transaction.
Full-Time Placement & Other Services
Refund, replacement, cancellation and warranty rights for full-time placement, caregiver arrangements or other agency services are governed by the written quotation, service agreement and service-specific terms accepted for that transaction. Where those documents conflict with this general page, the service-specific written terms apply.
Payment Gateway Transactions
For duplicate charges, technical errors or approved cancellations, niinii reviews the provider transaction record before issuing a refund. The time for returned funds to appear depends on the payment gateway, bank, card issuer, wallet or transfer channel.
Contributions / Donations
If a contribution was made in error or duplicated, contact customer support promptly with the transaction reference. Requests are reviewed individually and are not automatically guaranteed after funds have been settled, transferred or allocated.
How to Request a Refund
Email customer@niinii.com or contact 011-5222 3858 with your transaction reference, registered contact details, reason for the request and supporting evidence. Do not send full card numbers, CVV/CVC codes, banking passwords or one-time passwords.
Policy Record
Version: 2026.10.17
Last updated: 17 October 2026