Help centre
Common questions and the answers we give most often. Can't find what you're looking for? Get in touch.
How do I create an account?
Open the Velora app and tap Sign up. You only need an email, name, and password — the rest of your profile can come later from the Edit profile screen.
How do I find a specific stay, day-trip, or clinic?
Use the Explore tab — filter by category (Stays, Day trips, Health, etc.), destination, dates, and price range. The Search icon in the header takes you to the full search screen with advanced filters.
What payment methods do you accept?
All major credit and debit cards via Stripe (Visa, Mastercard, Amex). Local payment via ToyyibPay (FPX, Boost, Touch n Go) is rolling out region by region. Cash on arrival is not supported.
Why does my final charge differ slightly from what I saw?
Prices on the app are converted from MYR using a live exchange rate for your chosen currency. The actual charge goes through in MYR, and your card's bank applies its own FX rate, which can vary by 1–2%.
How do cancellations work?
Each service has one of three cancellation tiers (Flexible, Moderate, Strict) chosen by the vendor. The tier is shown before you book and on your booking detail. See the Cancellation policy page for the full schedule.
When will I get my refund?
Refunds are issued instantly on our side and typically appear on your card statement in 5–10 business days, depending on your bank. Points-paid portions return to your balance immediately.
How do I message a vendor?
From any service page, tap the chat icon next to BOOK NOW — that opens a thread scoped to the service. From a booking, tap Concierge / Support in the action row to chat about your existing reservation. All conversations live in Profile → Vendor chat.
How do points work?
You earn points on every completed booking — roughly 5% of the booking total in points. Points can be redeemed for vouchers (RM 50, RM 150, RM 350) in your Points screen. Bigger redemptions earn bonus value. Points expire 24 months after they're earned.
I can't log in
Try the Forgot password link on the login screen first — it'll email you a reset link. If that doesn't work, email support@velora.app from the same address; we'll verify your identity and help recover the account.
How do I turn on Face ID / fingerprint login?
Profile → Biometric login → toggle on. You'll need to enter your password once to enable it, after which the OS handles the rest.
Can I change the app language and currency?
Yes — Profile → Language and Profile → Currency. We support English, Bahasa Malaysia, 中文 (简体), and 日本語. Currency display switches across the whole app instantly.
How do I delete my account?
Profile → Delete account (the row at the very bottom). You'll be asked to enter your password to confirm. If you have any upcoming or in-progress bookings the option will be disabled until they're resolved — that's to protect both you and the vendors waiting on you.