Questions? We’re here to help.
Find answers about creating a moment, receiving an experience, payments, participating businesses, changes and support.
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About I’M HERE ALWAYS
What is I’M HERE ALWAYS?
I’M HERE ALWAYS is a platform designed to help you create meaningful experiences for someone you care about, even when you cannot be there in person.
You may arrange a meal, gift, service, celebration or other experience through a participating business.
Is I’M HERE ALWAYS only about paying for someone?
No. Payment is only one part of the process.
The main purpose is to help you turn care into a real experience by choosing the person, arranging the moment and adding your personal message.
Who can I create a moment for?
You can create an arrangement for people such as:
- Parents
- Partner
- Family members
- Friends
- Elders
- Mentors
- Colleagues
- Someone you appreciate
Where is I’M HERE ALWAYS available?
I’M HERE ALWAYS is starting in Malaysia. Availability depends on participating businesses and supported locations.
What kinds of experiences can be arranged?
Available experiences may include restaurants, cafés, gifts, shopping, beauty and wellness, services, celebrations and other participating experiences.
Options may vary by location and merchant.
Creating a Moment
How do I create a moment for someone?
The basic process is:
- Choose who the experience is for
- Select a participating business or experience
- Choose the date, time and other details
- Add your personal message
- Review the arrangement
- Choose the available payment option
- Confirm the arrangement
Does the recipient need an I’M HERE ALWAYS account?
The goal is to make receiving an experience as simple as possible. Whether an account is required will depend on the final redemption and verification method used by the platform.
Can I add a personal message?
Yes. A personal message is an important part of the I’M HERE ALWAYS experience.
For example: “Dinner is on me tonight. Enjoy yourselves ❤️”
Can I arrange something for a future date?
Yes, where the participating business accepts advance arrangements.
You can select the preferred date and time, subject to merchant availability.
What happens if the business cannot accept my requested time?
The merchant may decline the requested time or propose an alternative, depending on the platform flow and merchant availability.
The arrangement should only proceed once the relevant details are confirmed.
Can I surprise the recipient?
Yes, some experiences may be suitable for surprises.
However, certain bookings may require the recipient to receive details before the scheduled date, especially where confirmation or identification is required.
Receiving a Moment
Someone sent me an I’M HERE ALWAYS experience. What do I do?
Check the confirmation details you received.
These may include the venue, date, time, booking reference, personal message and any instructions you need for the experience.
Do I need to pay when I arrive?
This depends on the arrangement selected by the giver.
Some arrangements may be fully prepaid, while others may cover only an agreed amount or follow another confirmed payment arrangement.
You should be able to see the relevant information before using the experience.
What do I show the participating business?
Depending on the arrangement, you may be asked to show a booking reference, confirmation screen, QR code or other redemption information.
What if I cannot attend on the scheduled date?
Contact support or follow the change instructions shown in your confirmation.
Changes are subject to the participating merchant’s availability and cancellation or rescheduling conditions.
Will I know who arranged the experience for me?
Normally, the giver can include their name and personal message so you know who created the moment for you.
Understanding the Arrangement
When do I pay?
Payment timing depends on the type of arrangement and available payment option.
Some arrangements may require payment when the booking is confirmed. Other supported flows may follow a different merchant payment arrangement.
What payment methods are accepted?
Available methods will be displayed during the payment process.
Supported options may include local online payment, cards or other approved methods, depending on the payment provider and merchant.
What happens if the recipient spends more than the arranged amount?
If the arrangement covers only a specific amount, any additional spending may need to be paid separately by the recipient or another person at the venue.
The exact arrangement should be shown clearly before confirmation.
Can I cancel an arrangement?
Cancellation availability depends on the merchant’s cancellation policy and how far in advance the request is made.
Some confirmed services or experiences may be non-refundable.
Can I change the date or time?
Where the participating merchant allows changes, you may request a different date or time.
Changes remain subject to merchant availability.
How do refunds work?
Refund eligibility depends on the circumstances, merchant terms and payment status.
The full rules should be explained in the I’M HERE ALWAYS Payment & Refund Policy.
What if the merchant cancels?
If a merchant cannot honour a confirmed arrangement, support should help determine the appropriate next step, which may include rescheduling, an alternative arrangement or refund, depending on the circumstances.
Partner & Merchant Questions
What types of businesses can join?
Suitable partners may include:
- Restaurants
- Cafés
- Beauty and wellness businesses
- Retailers
- Gift businesses
- Service providers
- Experience providers
How does a business receive a customer arrangement?
A customer chooses the participating business and submits the relevant request details.
The business receives the arrangement and confirms availability before the experience proceeds.
Does the merchant have to accept every request?
No. A merchant should be able to confirm or decline a request based on availability and the requested arrangement.
How does the business get paid?
Payment settlement will depend on the final merchant agreement, payment provider and arrangement type.
The merchant should be shown the agreed amount and payment status clearly.
Is there a fee or commission for businesses?
Any applicable commission or platform fee should be clearly stated in the merchant agreement before a business joins.
How do I become a participating business?
Visit the For Businesses page and submit your business information through the partner application process.
Need More Help?
How is my personal information used?
Personal information should only be collected and used as necessary to provide the service, process arrangements, communicate with users, support payments and meet legal requirements.
Full details should be provided in the Privacy Policy.
What should I do if I have a problem with an arrangement?
Contact I’M HERE ALWAYS support and include your booking or reference number if you have one.
Where can I contact I’M HERE ALWAYS?
Visit the Contact page for customer support, general enquiries and business partnership enquiries.
We’re here to help.
If you cannot find the answer you need, contact us and tell us how we can help. If your question relates to an existing arrangement, include your booking or reference number.