Inconsistent Service and Inconvenience

Dear [Hyperli/iJump]

I am writing to express my disappointment and frustration with the service I recently received from both Hyperli and iJump.

On 12 April 2025, I arrived at iJump with my two children and a friend (four people in total), having purchased a voucher for four via Hyperli. Upon arrival, I was informed that I could not be assisted because I did not have a QR code, despite showing proof of purchase. I was told that if Hyperli had sent the QR code, they would have assisted me, even though it was a Saturday. As a result, I had to pay cash for the kids to jump, incurring extra costs due to a technical issue that was not my fault. I contacted Hyperli, and only after escalating the matter did I receive the voucher code—days later. On 17 May 2025, I returned to iJump with my daughter and her friends, intending to finally use the voucher. This time, I was informed that the voucher is only valid Wednesday to Friday. I was shocked and confused, as the first time I went (on a Saturday), staff were willing to assist me if I had the QR code. Furthermore, I personally referred others, including a colleague who used a Hyperli voucher on 1 May 2025, a public holiday (not a weekday), and was assisted with no issues. This inconsistency in policy and lack of clear communication is incredibly frustrating. Not only have I paid twice out of pocket, but I also feel unfairly treated compared to others who were assisted under similar or even more lenient circumstances. Is there no consistency in your operations? Does service depend on who is on duty at the entrance? Is this a training issue or a matter of unwillingness to assist? I request clarity on your policies and fair compensation for the repeated inconvenience, time lost, and extra expenses incurred. This experience has significantly impacted my trust in both Hyperli and iJump, despite my previous support and