Terms & Conditions

The services provided herein and the respective responsibilities and liabilities are outlined and governed by these TERMS AND CONDITIONS.

The online submission of the booking request form or via email shall be deemed to constitute the acceptance of the Booking Terms and Conditions and Payment Methods by the Client and shall be an undertaking that he has the authority to act for and on behalf of the persons named on the Booking Request Form for the travel and tour services. For purposes of these Booking Terms and Conditions, “Client” hereby referred to the named persons in the Booking Request Form including any traveling companions.

All general and collateral agreements or special requests of the client must be recorded in a written form and are deemed to be officially agreed upon only after their being included in the booking confirmation and client invoice.

1) MODE OF PAYMENT

The tour prices are quoted in Ringgit Malaysia (MYR)

1)   Payment via bank-in/telegraphic transfer to our Malaysian bank account in Ringgit Malaysia (RM).
2)   Payment via bank-in/telegraphic transfer to our International bank account (HSBC)
3)   Payment via visa/master credit card in Ringgit Malaysia (MYR) only.
A 3% administration fee applies.

We accept payment by cash, cheques and interbank funds transfers (all administrative bank charges to be borne by client). Please bank-in or TT to our appointed company bank account(s) and fax/email us the bank-in (TT) slip for our reference. Credit card payments (VISA or MASTERCARD only) can be processed via a secured payment web link sent to your email address.

2) RESERVATIONS DEPOSIT & PAYMENT TERMS

A 50% deposit is required for booking confirmation and the balance must be paid two (02) weeks prior to tour commencement. In case of a short-term reservation made within one (01) month prior to tour commencement, the reservation is deemed to be a late booking and 100% full payment is required for immediate confirmation of the booking and admission to the tour. Should the payment not be received by the due date, we reserve the right to cancel all reservations without prior notice. All bookings are subject to availability at the time of booking.

FULL PAYMENT IS REQUIRED FOR PURCHASE OF AIRFARES & HOTEL BOOKINGS

3) RESERVATIONS DEPOSIT & PAYMENT TERMS FOR MOUNT KINABALU CLIMB

The reservation for Mount Kinabalu Climb package can only be held for six (06) days (unless otherwise stated) from the date of issuance of invoice. A 50% deposit is required to secure climb slots and the balance must be paid two (02) weeks prior to departure. For short term reservation made within one (01) month prior to departure 100% full payment is required to secure climb slots and admission to the tour. Failure to comply with this may result in an automatic cancellation of your reservation and the release of your climb slots to others in the queue system without prior notice. All bookings are subject to availability at the time of booking.

4) RESERVATIONS DEPOSIT & PAYMENT TERMS FOR TURTLE ISLAND EXCURSION

The reservation for Turtle Island excursion can only be held for seven (07) days (unless otherwise stated) from the date of confirmation and issuance of invoice. A 50% deposit is required to secure the room at Selingan Island and the balance must be paid two (02) weeks prior to departure. For short term reservation, 100% full payment is required to secure the booking.

For Cancellation :-
4.1)   Written request/instruction from client which received 45 days before the check-in date shall entitle for refund

4.2)   No refund or cancellation made less than 45 days from the Check-In date

4.3)   No refund for No Show

4.4)  Fee paid will be refunded in full should cancellation is made by us on following condition :-
– Rough sea preventing to proceed to Selingan Island during that particular day
– As when and where necessary due to unforeseen circumstances

Failure to comply with this may result in an automatic cancellation of your reservation and the release of room and be made available to others in the queue system without prior notice. All bookings are subject to availability at the time of booking.

5) AMENDMENT

Amendment to bookings after payment is made will be charged at a minimum of RM50 per service amendment in addition to any charges as levied by the airlines, hotels, and other service providers concerned. A transfer to another package less than 30 days prior to departure does not constitute an amendment but entails the cancellation of the original booking and is subject to the appropriate cancellation fees stated in the clause of “Cancellation Policy”.

6) CANCELLATION POLICY

In the event of cancellation of booking by Client, a written notice must be provided. The following cancellation charges must be borne by the Client and the travelling companions as follows:-

Number of days between tour commencement and receipt of cancellation notice:
30 days or more (50% of tour cost)
15 to 29 days (75% of tour cost)
08 to 14 days (85% of tour cost)
04 to 07 days (95% of tour cost)
Less than 04 days or No Show (100% of tour cost)

Notwithstanding the above for daily excursion tours that do NOT involved accommodation, no cancellation charges if notice is given 72 hours in advance.

For tour products or individual components supplied by 3rd parties, e.g. Air Tickets, Hotel/Lodge Bookings, etc, cancellation fees under the terms and conditions of the respective 3rd parties shall apply plus a minimum handling charge of RM50 per service per person.

7) REFUNDS

There would be no refunds for cancellation after the tour has commenced or for any unused tour services including but not limited to transfer, meals & accommodation, sightseeing or any other services not utilized.

8) SPECIAL REQUESTS

Borneo Trails Tours & Travel Sdn Bhd will endeavor to meet your special requests on meals, dietary requirements, private, heated or adjoining rooms, coach seating arrangements and related requirements. Please inform the reservations department during booking. However, such requests are strictly subject to confirmation and availability.

9) TOUR PRICE EXCLUSION

Items not included in the price are generally described in the itinerary and exclude without limitation: airfares and airport taxes of any nature, both domestic and international; excess baggage charges as imposed by airlines; forwarding of baggage and purchases; passport and visa cost; camera charges; emergency evacuation charges, medical charges for inoculations; room service; all items of personal nature such as medicine, laundry, postage, beverages, photography charges and other personal effects and belongings like clothing, camera; meals not included in itinerary; alcoholic drinks; and telephone/cable/fax/internet charges; baggage, trip cancellation and personal insurance; souvenirs and gratuities to or tips for tour guides, tour leaders, drivers, hotel porters, etc.

10) AIRPORT TRANSFERS

For airport transfer, please provide the arrival/departure flight details at the time of reservation. Transfer arrangements will not be provided for bookings with missing or inaccurate arrival/departure information and there will be no refund for unused services. Our driver or representative will greet and meet you at the Airport arrival gate (unless otherwise advised) with a placard bearing your good name. Should you be unable to locate our representative or the appointed meeting place, please call the relevant telephone number stated on the voucher before making alternative arrangement. For all land transfers, the ground operator will make the arrangement in advance. Should you need to change the pickup time, please ensure the ground operator is informed at least 24 hours prior to your departure.

11) SIGHTSEEING TOURS

Unless otherwise specified, tours are conducted in English and provided in air-conditioned tourist coach, minibus or van depending on group size. Mandarin/Malay/Japanese, German or other foreign language speaking guides are available on request. Borneo Trails Tours & Travel Sdn Bhd shall not be responsible or liable for articles left behind or lost in the vehicles. Pickup times from hotels are approximate and may be subject to traffic conditions. Should the transport be delayed, please call the relevant telephone number as stated on the voucher before making alternative arrangements. Borneo Trails Tours & Travel Sdn Bhd reserves the right to alter routes, timetables, itineraries and accommodation reserved at short or no notice should conditions beyond our control render if necessary. Should the customers decide not to accept the alternatives, full refund of the amount paid by the customer will be made without further obligation or liability.

12) TRAVEL DOCUMENTS & VISA

All passports and visas must be valid for at least six (6) months from the date of entry into the country destination. It is Client’s sole responsibility to ensure their proper travel documents. Borneo Trails Tours & Travel Sdn Bhd will not be liable for any expenses, reimbursements or refund of any tour fare in the event that the Client is refused entry by immigration authorities into the country of destination for any reason whatsoever.

Further details of passport and visa requirements can be obtained by contacting the Immigration Department of Malaysia at +603-20939181 or at http://www.imi.gov.my

13) INSURANCE & HEALTH

Borneo Trails Tours & Travel Sdn Bhd client is strongly recommended to purchase a comprehensive personal travel insurance policy for the duration of the trip; to cover against Personal Accident, Loss of baggage, Delays, Unexpected alterations to travel arrangements, Cancellation, Act of God, Emergency Medical Evacuation, Infectious diseases, Epidemics, Terrorism etc. Clients must generally be fit to travel and in good health in order to enjoy the tour. It is recommended that all climbers should have themselves medically checked before attempting any mountain climb. It is vital that climbers with pre-existing medical problems or conditions make these known to Borneo Trails Tours & Travel Sdn Bhd. It is also important that climbers consult their doctors for vaccination and other medical requirements before the trip.

14) RISK MANAGEMENT

As for adventure tours which include Mount Kinabalu climbing, rafting, river cruise, diving and etc, the location is in areas where it is less accessible and the events that may occur in such places are less predictable. There will be elements of uncertainty as we are visiting places where the political, cultural and geographical attributes present certain risks, dangers and physical challenges greater than those present in our daily lives. Borneo Trails Tours & Travel Sdn Bhd put every effort to ensure comfortable travelling of the Client, but the Company seeks mutual understanding that certain parts of the destinations will not have the same facilities, emergency, healthcare and safety services of the same quality level as what the Client may be accustomed to in their own country. Road travel may be uncomfortable or even unreliable at times. Client may possibly encounter power failure, insufficient water and limited food selection in remote areas. It is a fundamental condition that the Client acknowledges that all adventure tours require some flexibility and the most meticulously planned arrangement can go wrong. The day to day itinerary is an indication of what the group should accomplish, but not a contractual obligation. It is understood that the route, schedules, itineraries, amenities and mode of transport may be subject to alteration without prior notice due to local circumstances or events, which may include sickness or mechanical breakdown, flight or rail cancellations, strikes, events emanating from political disputes, entry or border difficulties, climate and other unpredictable or unforeseeable circumstances. Therefore, the Company will make the necessary changes in view of the safety and best interest of the Client. These amendments may be made with or without the consultation of the Client. Nonetheless, the Company will do everything within our control to minimize the effects of the enforced changes. The Company, however, cannot be held responsible for the results of these changes, regardless of how they were caused.

15) LIMITATION OF LIABILITY

Borneo Trails Tours & Travel Sdn Bhd shall be exempted from liability for loss, injury or damage to property or personal accidents, delays irregularities or the occurrence beyond our control. Every person participating in any tour organized by Borneo Trails Tours & Travel Sdn Bhd shall be regarded as carrying his own risk with respect to loss or injury to person or property.

16) FORCE MAJEURE

Borneo Trails Tours & Travel Sdn Bhd shall not be liable where the contract is affected by ‘force majeure’. In the context of these terms and conditions, ‘force majeure’ is any event that is beyond the reasonable control of the Company or which are unavoidable by the exercise of due diligence on the Company’s part including but not limited to war, threat of war, riot, civil commotion or strife, hostilities, industrial dispute, natural disaster, fire, acts of God, terrorist activity, nuclear disaster, adverse weather, government action or technical problems with transportation.

17) POSSIBLE CHANGES

It is possible that due to inclement weather or any other unforeseen circumstances that itinerary or routings could be changed. Arrangements of the similar standard will be substituted, should it occur. However no refunds will be available. Borneo Trails Tours & Travel Sdn Bhd reserves the right to make changes to travel arrangements at any time without compensation. All prices quoted in the website are correct at the time of publication and are subject to change without notice in the event of unforeseen circumstances such as currency fluctuations, increase in transport costs, hotel rates, government tax and new government regulations

18) CONFIDENTIALITY

Borneo Trails Tours & Travel Sdn Bhd will safeguard, according to strict standards of security and confidentiality, any information on the Client. The company will limit collection and use of the client’s personal particulars/information to the minimum and for the sole purpose of completing the transaction as well as facilitating the smooth delivery of services. Every effort shall be made to ensure the integrity of the client’s personal particulars and confidential information entrusted to the Company are not compromised.

19) GENERAL LEGAL PROVISIONS

Your contract is governed exclusively by Malaysian Law and is subject to the exclusive jurisdiction of the country of Malaysia.

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