Cancellation Policy

ByAnuar

1. Scope

This policy applies to all transfers and tours booked directly with We Go with Anuar via our website, email, or WhatsApp. If you booked through a third-party platform (e.g., Viator, GetYourGuide, Klook), their terms may apply in addition to ours.

2. Payment

  • Full payment online is taken at the time of booking to secure your vehicle and driver. Paying online also means you can carry less cash while traveling.
  • Cash Payment Option (Malaysian Ringgit only):
    If you prefer to pay by cash, please prepare the exact amount in MYR. Payment will be collected by the driver before commencing the service.

Note: Our vehicles do not carry credit card machines, and we do not accept foreign currency. To avoid misunderstandings with exchange rates or counterfeit bills, kindly prepare the amount in Malaysian currency only.

3. Free Cancellation Window

  • 12 hours or more before the service start time: Full refund.
  • Less than 12 hours before the service start time: 50% refund.
  • No-show or cancellation after the scheduled start time: No refund.

“Start time” means the confirmed pickup time stated on your voucher or confirmation email.

3.1 Compassionate Medical Exception (Full Refund)

We understand life happens. If you need to cancel within less than 12 hours due to a medical issue, we’ll provide a full refund (or free reschedule, if you prefer) in these cases:

  • The lead traveller or an immediate family member on the same booking has an acute illness, injury, or medical emergency that makes travel unsafe or impossible.
  • Hospital admission, doctor’s written advice not to travel, or a positive infectious disease test (e.g., COVID/flu) within 48 hours of pickup or tour start.

What we need (keep it simple):

Email us within a reasonable time (as soon as you can, or within 6 hours before the service date) with:

  1. Booking name and number, 2) date and pickup time, 3) a brief note, and 4) basic proof (doctor’s note, discharge summary, or positive test).
    Please redact any sensitive details; we only need enough to confirm the circumstance.

What this doesn’t cover: routine appointments, non-urgent procedures, hangovers, or pre-planned treatments. If you’re unsure, write to us—we’ll try to help.

How we handle it: once approved, we’ll issue a full refund to the original payment method (PayPal usually within 12 hours; credit card 5–7 business days). If you prefer, we can reschedule at no cost (subject to availability).

4. How to Cancel

All cancellations must be in writing by the lead traveler:

  • Email your assigned contact to hello@wegowithanuar.com
  • Include booking name, date, route, and pickup time.
    We’ll confirm in writing once processed.

5. Date Changes (Reschedule)

  • Changes are free if requested 12+ hours before start time and subject to availability.
  • Changes requested within 12 hours may incur a RM50 re-scheduling fee or be treated as a cancellation and rebooking if no availability.

6. Flight Delays & Waiting Time (KLIA pickups)

  • We track flights and adjust pickup to your actual landing time.
  • 60 minutes free waiting after landing.
  • After that: RM30 per additional 30 minutes (or part thereof), up to 2 hours max.
  • If arrival is delayed over 2 hours, we may need to reschedule or cancel with refund according to Section 3, depending on driver availability. We’ll contact you to offer options.

7. Partial Use and En-route Changes

  • Once the service has begun, unused portions are non-refundable.
  • Extra stops, detours, waiting time, or address changes may attract additional charges, which will be quoted before proceeding.

8. Tailor-Made / Special Services

Custom itineraries, peak-season charters, or services requiring prepayments to third parties (e.g., attraction tickets, boatmen) may follow alternative cancellation terms. These will be stated at the time of booking.

9. Provider-Initiated Changes or Cancellations

If we must cancel due to safety, extreme weather, road closures, vehicle issues, or circumstances beyond our control:

  • We will offer a new time/date, an alternative service, or a full refund.
  • This is our maximum liability.

10. Refund Method & Processing Time

  • PayPal: typically within 12 hours once approved on our side.
  • Credit Card: 5–7 business days (bank processing).
  • Refunds are returned to the original payment method and in the original currency paid.
  • Bank charges, exchange differences, and third-party fees are non-refundable.

11. Force Majeure

We are not liable for refunds or costs due to events outside our control, including but not limited to severe weather, natural disasters, government actions, strikes, pandemics, or road closures. We will do our best to assist with alternatives.

12. Contact

  • Email: hello@wegowithanuar.com
  • WhatsApp: Provided in your confirmation message
    Support hours: 08:00–22:00 MYT