FAQ (Frequently Asked Questions)
Free Pickup & Drop-Off within Kuala Lumpur Coverage
Free pickup and drop-off included in our “Gourmet Food & Transport Packages” and “Interstate Premium Tours” are available within Kuala Lumpur and selected nearby areas, including KL city centre, Bukit Bintang, Bangsar, Mid Valley, Mont Kiara, Hartamas, Setapak, Cheras, Kajang, Petaling Jaya, Subang Jaya, and Puchong.
Pickups outside these areas, including but not limited to KLIA airport, Shah Alam, Klang, Putrajaya, Cyberjaya, or other locations beyond our standard service coverage will incur an additional surcharge.
Any applicable surcharge will be confirmed at the time of booking based on pickup location and distance, and will be communicated clearly before confirmation.
Deposit and final payment
To reserve a tour an initial non refundable booking deposit of 50% of the total tour cost is required. This booking deposit secures your place on the tour package of your choice. The balance is due 30 days before the departure date. If you book your tour within 30 days of the departure date the total tour cost is due on your booking.
Cancellation of reservation
Participants can cancel their tour booking at any time. Cancellations must be received in writing. The following shall apply in cancellation of the tour booking:
Cancellations received more than 30 days prior to the tour date are subject to a cancellation fee of the initial 30% per person booking deposit. Cancellations received between 29-15 days prior to the tour date are subject to a fee of 50% of the total rental or tour cost. Cancellations received less than 14 days prior to the tour date are subject to a fee of 70% of the total rental or tour cost. The Participants may however provide a substitute person.
The Tour Operator is not obliged to give any refunds once the tour has started regardless of the reason of the Participant being unable to complete the tour. No refunds are payable on any unused accommodation, meals, or any part of the tour, which is unused.
In the unlikely event that the Tour Operator has to cancel a tour, the Participants’ monies paid will be refunded in full. The Tour Operator reserves the right to cancel any tour up to 3 weeks before the start of the tour. In this case the Tour Operator will give you the opportunity of placement in any other tours.
Overtime / Extended Service Hours
Services are priced based on a standard service duration as stated in the confirmed itinerary.
Any usage beyond the agreed service hours shall be charged as overtime at a rate of RM 100 per hour or part thereof.
Overtime charges may apply due to:
- Extended customer requests
- Delays caused by flight arrival, immigration clearance, or baggage handling
- Traffic conditions resulting in service extension beyond scheduled hours
Airport Pickup & Waiting Time
Airport pickup services include a standard complimentary waiting period of max 1.5 hours from actual flight arrival time.
Waiting time beyond this period may be subject to additional charges calculated on an hourly basis.
Special Requests
Surcharges may apply for special service requirements, including:
- Additional or unscheduled stops
- Excessive luggage beyond stated allowance
- Child seats or special equipment
- Detours requested by the guest
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