Cancellation Policy

ByAnuar Updated on

We understand that travel plans can change unexpectedly. Our goal is to keep our cancellation policy simple, flexible, and fair for both our guests and our team.

Our Promise

The true spirit of Malaysian hospitality is about welcoming guests with warmth, flexibility, and understanding.

Travel plans do not always go as expected, and we recognise that unexpected situations can happen. If you need assistance, simply speak with us. We will always try to find a practical and fair solution that respects both our guests and the time and commitment of our drivers and guides.

Free Cancellation

You may cancel your booking free of charge up to 6 hours before the scheduled pickup or tour start time and receive a full refund.

Late Cancellation

For cancellations made less than 6 hours before the scheduled pickup or tour start time, a 50% refund will be provided.

No-Show

No refund will be provided if:

  • You do not arrive at the agreed pickup location.
  • We are unable to contact you within a reasonable time after the scheduled pickup.
  • You cancel after the scheduled pickup time.

Long-Distance Pickups

For certain locations where our driver must travel a significant distance before reaching the pickup point, including but not limited to Mersing Jetty, Kuala Tahan, Kuala Besut, Kuala Merang, Cameron Highlands, Penang, and similar locations:

If the booking is cancelled after the driver has already departed for the pickup location, we reserve the right to deduct reasonable costs already incurred, including fuel, tolls, parking fees, and driver travel expenses.

Any remaining balance will be refunded to the original payment method.

Medical Emergencies

If the lead traveller or an immediate family member is unable to travel due to a genuine medical emergency, we will provide either:

  • A full refund, or
  • A free reschedule, subject to availability.

We may request simple supporting documentation such as a doctor’s note, hospital record, or positive medical test result.

Changes to Booking Dates

Date changes are free of charge when requested at least 6 hours before the scheduled service, subject to availability.

If We Need to Cancel

If we are unable to operate the service due to vehicle breakdown, severe weather, road closures, safety concerns, or other circumstances beyond our control, we will offer:

  • An alternative date
  • An alternative service
  • A full refund

Refund Processing

Refunds are returned to the original payment method.

  • PayPal: usually within 12 hours after approval.
  • Credit Card: typically 5–7 business days depending on your bank.

Contact

Email: [email protected]

WhatsApp: As provided in your booking confirmation.

Support Hours: 08:00–22:00 MYT