Terma & Syarat

• A 30% deposit of the total amount is required to confirm your booking. • The remaining balance must be settled at least 21 days before the date of arrival. • For bookings made within 21 days of arrival, full payment (100%) is required for immediate confirmation. • Bookings can only be held for 3–5 days from the date of the invoice, unless otherwise stated. Payment reminders: Our reservation team will send reminders via email or phone before the payment due date. Failure to make payment by the due date may result in automatic cancellation of your booking and the release of all reserved services without prior notice. Accepted payment methods: All prices are quoted in Ringgit Malaysia (MYR). Payments may be made by: • Credit or debit card (Visa/MasterCard) • Local bank transfer • Telegraphic transfer (for Singapore-based clients only)

• Cancellations after confirmation are subject to a 30% cancellation fee of the total amount. • Cancellations 21 days or less before arrival will incur a charge of 30% of the total stay amount. • All cancellations must be made in writing via email to our reservations team. • Shortened stays, amendments, or early departures are non-refundable.

• Amendments made after payment is received are subject to a minimum fee of MYR 100.00 per service amendment, plus any charges imposed by hotels, transport operators, or service providers. • Supporting documentation may be required for amendments (e.g. medical certificate, COVID-19 test result, or airline cancellation notice). • A transfer to another package less than 30 days prior to departure is treated as a cancellation and subject to the cancellation policy above. • All amendments are subject to approval by our partner resorts, land, and boat operators.

• “No Show” cases (failure to arrive without prior notice) will be charged 100% of the total booking. • No refunds will be provided for unused accommodation, meals, activities, or transfers, including those missed due to delayed check-in or early check-out.

• No refunds are issued after the commencement of a tour, including unused services or activities. • Where refunds apply, they will be processed within 90–120 working days and credited using the same payment method originally used. • Refunds are subject to administrative verification and approval by both Pulaubesarjohor.com and our suppliers.

We will do our best to accommodate special requests such as: • Dietary requirements or specific meal requests • Room preferences (adjoining or specific bedding arrangements) • Birthday cakes, floral arrangements, or simple room decorations All requests are subject to availability and may incur additional charges. Please inform our reservations team during booking.

Travelling to remote islands involves unique challenges. Facilities such as electricity, food options, or internet connectivity may be limited. Weather conditions, transportation schedules, or local infrastructure may affect your itinerary. Flexibility is essential for such destinations. While every effort is made to follow planned itineraries, unforeseen events such as mechanical issues, flight cancellations, or political unrest may require adjustments. Pulaubesarjohor.com reserves the right to make changes when necessary to ensure your safety and the best possible experience. However, no compensation or refund will be issued for changes resulting from circumstances beyond our control.

• Clients must provide accurate arrival and departure flight details at the time of booking. • Failure to do so may result in missed transfers with no refund entitlement. • Our representative will meet you at the airport arrivals hall (unless stated otherwise) with a placard bearing your name. • If you are unable to locate our representative, contact the number provided in your travel voucher before making alternative arrangements. • Any changes to transfer times must be communicated to the ground operator at least 24 hours in advance.

• Travellers must arrive at the designated jetty at least 30 minutes before the scheduled boat departure. • We are not responsible for missed departures due to late arrival. • Boat schedules may vary due to weather conditions, sea tides, or safety considerations. We appreciate your understanding and cooperation in such situations.

Pulaubesarjohor.com shall not be held liable for any: • Personal injury, loss, or damage to property • Delay, accident, or irregularity beyond our control • Acts of negligence, default, or omission by third-party providers (e.g. hotels, transport, or tour operators) By confirming a booking, the Client acknowledges and accepts that travel and activities are undertaken at their own risk.

We strongly recommend that all Clients obtain comprehensive travel insurance that covers: • Medical emergencies and accidents • Trip cancellations or curtailment • Loss of baggage and personal belongings • Travel delays or disruptions Travellers should be in good health and fit for travel. Please consult a doctor before departure if you have pre-existing medical conditions. Relevant vaccinations may also be required depending on your destination.

Pulaubesarjohor.com shall not be held responsible for delays, cancellations, or service interruptions caused by events beyond our reasonable control, including but not limited to: • Acts of God (e.g. storms, floods, earthquakes) • War, civil unrest, or government restrictions • Pandemics or public health emergencies • Strikes, lockouts, or labour disputes • Technical failures or structural damage to resorts or transport providers In such cases, we will make every effort to offer alternative arrangements of a similar standard, but refunds cannot be guaranteed.

All prices are subject to change due to: • Fluctuations in exchange rates • Government taxes or levies • Supplier revisions or operational adjustments We reserve the right to amend published prices or itineraries when necessary. Any such changes will be communicated as soon as practicable

We are committed to safeguarding your privacy. All personal data collected will be handled in accordance with our Privacy Policy and the Personal Data Protection Act 2010 (PDPA). Your information will only be used for purposes directly related to your booking and will not be disclosed to third parties without your consent, except where required by law.

If you experience any issues during your trip, please notify our representative or the service provider immediately so that corrective action can be taken. Formal complaints must be submitted in writing with supporting evidence within seven (7) days after your return. All feedback will be carefully reviewed, and a written response will be provided within a reasonable period.

These Terms and Conditions are governed by and construed in accordance with the laws of Malaysia. Any disputes arising shall be subject to the exclusive jurisdiction of the Malaysian courts.