Refunds and Cancellation Policy

1. Application for Refunds / Cancellations

1.1

Subject to the terms and conditions stated in this Refunds and Cancellation Policy, customers may apply for cancellation of a booked tour package, activity, transportation service, or corporate tour programme (“Service”) prior to the scheduled service date.

1.2

Refund requests must be submitted through the official communication channels of Langkawi Hot Spot Vacation Sdn Bhd, including email, written notice, or the designated booking platform used for the reservation.

1.3

All refund or cancellation requests will be reviewed on a case-by-case basis. The company reserves the right to determine the eligibility and amount of any refund based on the circumstances of the request.

2. Circumstances for Refund or Cancellation

Customers may apply for a refund or cancellation under the following circumstances:

• a) The booked service was not delivered as scheduled by the company.
• b) The tour, activity, or transportation service was cancelled by the company due to operational reasons.
• c) The service provided was materially different from what was confirmed in the booking agreement.
• d) Safety concerns, weather conditions, or government restrictions prevented the service from being carried out.
• e) A mutual agreement between the customer and the company to cancel or modify the booking.
• f) The customer cancels the booking within the allowable cancellation period stated in the booking confirmation.
• g) In exceptional circumstances such as medical emergencies or travel restrictions, subject to supporting documentation and management approval.

3. Customer Cancellation Policy

3.1

Customers who wish to cancel a confirmed booking must notify the company in writing.

3.2

Cancellation charges may apply depending on the notice period prior to the scheduled service date:

• More than 30 days before service date – Full refund (excluding processing or administrative fees, if applicable).
• 20 days before service date – 50% refund of the total booking amount.
• Less than 20 days before service date – No refund will be provided.

3.3

For corporate tours, incentive trips, or customised tour programmes, cancellation terms may differ and will follow the terms stated in the specific quotation or service agreement.

4. Company Cancellation Policy

4.1

In the event the company cancels a tour or service due to unforeseen circumstances including but not limited to:

• Extreme weather conditions
• Safety concerns
• Government restrictions
• Insufficient participants
• Operational issues

Customers will be offered one of the following options:

• Rescheduling to an alternative date; or
• A full refund of the affected service.

4.2

The company shall not be liable for additional costs incurred by customers including accommodation, flights, or other travel arrangements made independently.

5. Changes to Bookings

5.1

Customers may request changes to booking details such as date, time, or participant numbers, subject to availability and approval by the company.

5.2

Additional charges may apply if the requested changes result in higher operational costs.

6. Refund Process

6.1

Approved refunds will be processed using the same payment method used for the original booking where possible.

6.2

If refund to the original payment method is not possible, the refund may be made via:

• Bank transfer to the customer’s designated bank account; or
• Credit note or travel voucher issued by the company.

6.3

Refund processing may take 7–14 working days depending on the payment method and banking procedures.

7. Customer Responsibility

7.1

Customers are responsible for ensuring that all personal details provided during booking are accurate.

7.2

Customers must arrive at the designated meeting point or location at the agreed time. Failure to appear (no-show) will result in the booking being forfeited and no refund will be provided.

8. Communication

Customers are encouraged to communicate directly with Langkawi Hot Spot Vacation Sdn Bhd if any issue arises regarding a booking or service. The company will make reasonable efforts to resolve any concerns promptly and professionally.