Terms of Service

Terms & Conditions

Kayacool Holidays SDN. BHD.

1. General Provisions

1.1 These Terms & Conditions apply to all travel services provided by Kayacool Holidays SDN. BHD. (hereinafter referred to as the "Company"). These terms outline the rights, responsibilities, and legal obligations between the Company and the Client.

1.2 Anyone submitting a booking application via the online booking system, email, or social media (hereinafter referred to as the "Client") is deemed to have read and fully accepted these Terms & Conditions and the corresponding payment methods.

1.3 The Client confirms that they have the legal authority to sign and accept these terms on behalf of their accompanying companions.

1.4 All quotes are in Malaysian Ringgit (MYR) and are only valid within the validity period stated on the quotation.

2. Reservation Procedure

2.1 Quotation Validity: Subject to the time limit for securing the product reservation at the time of online payment.

2.2 Deposit and Balance Payment: Subject to the specific requirements stated during the online product sales process.

2.3 Late Payment: If the deposit or balance is not paid within the specified period, the Company reserves the right to cancel the booking without prior notice.

3. Payment Details

3.1 Currency: Only Malaysian Ringgit (MYR) is accepted.

3.2 Bank Information:

  1. Direct bank transfers are generally not accepted.
  2. If a bank transfer is required, please contact customer service to obtain the details. Phone: +60 49558091; Email: service@kayacool.com

4. Cancellation Policy

4.1 Cancellation Rules: * Before Order Confirmation: For orders that have not yet entered the confirmed booking process, you may apply for a refund if the system displays a cancellation button. The refund percentage varies depending on the specific cancellation policy of each product.

  1. After Order Confirmation: Once an order is confirmed, it cannot be canceled or refunded, except in cases of force majeure.
  2. Due to Force Majeure: If a product or service cannot be delivered due to force majeure and the user has not yet participated in the activity, we will process a full refund to your original payment method. In other circumstances, a refund is not guaranteed, but we will make every effort to help minimize your losses.

5. Refund Policy

5.1 Once the itinerary has commenced, no refunds will be provided for any personal reasons.

5.2 If the itinerary is shortened or canceled due to weather conditions (such as rough seas), force majeure, or government directives, the Company will assist in requesting a refund from the suppliers, but a full refund is not guaranteed.

5.3 Eligible refunds will be processed within [30] working days upon receiving a complete refund application form, and will be returned via the original payment method or bank transfer.

5.4 All refunds are subject to deductions for incurred payment gateway fees, bank transfer fees, and administrative charges.

6. Travel Documents

6.1 The Client is responsible for ensuring their passport is valid for no less than 6 months from the date of entry into the destination country.

6.2 The Client must apply for any necessary visas for the destination country themselves. The Company shall not be held responsible and will not issue any refunds if entry is denied due to visa rejection or documentation issues.

7. Force Majeure

7.1 The Company shall not be held liable for breach of contract, nor will it pay any compensation, for itinerary delays, cancellations, or modifications caused by force majeure events such as war, riots, terrorist attacks, natural disasters, epidemics, forced quarantine, extreme weather, strikes, or government bans.

8. Risk & Safety

8.1 Special Assistance: If the Client has special dietary requirements (e.g., allergies, vegetarian) or physical disabilities, they must inform us in writing at the time of booking. We will try our best to accommodate these requests but cannot guarantee that all needs will be fully met.

8.2 Physical Requirements: Certain itineraries (such as diving or hiking) require a certain level of physical fitness. The Company reserves the right to decline individuals deemed physically unsuitable from participating in high-risk activities.

8.3 Personal Responsibility: During the trip, the Client must follow the safety instructions provided by the tour guide. The Company bears no liability for personal property loss or personal injury resulting from the Client's failure to adhere to safety regulations.

9. Travel Insurance

9.1 Strong Recommendation: The Company strongly advises all clients to purchase comprehensive personal travel insurance independently. The insurance coverage should ideally include: accidental injury, sudden medical illness, emergency repatriation, lost luggage, trip cancellation, and travel delays.

10. Third-Party Providers

10.1 The Company acts as an agent; the hotels, transportation companies, and local activity operators involved in the itinerary are third-party suppliers. Although we carefully select our partners, we bear no direct legal liability for personal losses caused by their negligence, breach of contract, or service quality issues.

Note:

The Company reserves the right to modify the above terms at any time. The latest version published on the official website shall supersede any previous versions.