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Terms and Conditions

AGREEMENT BETWEEN CUSTOMER AND TRAVELUTION HOLIDAYS SDN BHD

This website is owned and managed by Travelution Holidays Sdn Bhd  (Company Number 202201008908. / 1454605-W). This website is provided solely to assist customers in gathering travel information, determining the availability of travel-related goods and services, doing legitimate reservations or otherwise transacting business with travel suppliers, and for no other purposes. The terms “Travelution, Travelution Holidays. we, us, and our”, refers to Travelution Holidays Sdn Bhd. The term “you, customer” refers to the customer visiting the Website and/or booking a reservation through us on the Website, or through our customer service agents, via email, live chat, messenger (Example: WhatsApp, Facebook, Instagram, etc), and phone call. 

This Website is offered to you conditioned upon your acceptance of all the terms, conditions, and notices set forth below (collectively, the ‘Terms of Use’ or ‘Agreement’). Please read the Terms and Conditions carefully. By accessing or using this Website, booking any travel products or services on this Website, or contacting our customer service agents, you agree to the Terms and Conditions. 

If you do not agree to the Terms and Conditions, please do not use, or make bookings through this Website or contact our customer service agents. Travelution Holidays may at any time change these Terms and Conditions and your continued use of this Website or our customer service agents is conditioned upon acceptance of the updated Terms and Conditions. 

Customers undertake to fulfil the obligations contained within these terms and conditions. The agreement between Customers and Travelution Holidays comes into force as soon as Travelution Holidays provides written confirmation of a booking to Customers by email, messenger, or live chat. 

Customers should save and/or print a copy of these terms and conditions for future reference when making a booking.

Price and Payments

Price of products and services will be quoted, and payments will be processed in Malaysia Ringgit (MYR, RM). Should prices be quoted in other currencies, the prevailing exchange rate to Malaysia Ringgit will be charged at the time of payment. 

Prices in other currencies are indicative and subject to the exchange rate charged by your bank plus any transaction fee determined by the bank or other agency processing the transaction. This means the amount listed on your credit or debit card statement may differ from the figure shown when making your reservations. If you have any questions about these fees or any exchange rate applied to your booking, please contact your bank or credit card issuer. 

Service Fees

A minimum service fee of RM30 per booking will be charged for bookings made. After office service will incur an additional service fee of RM50. For travel planning service, a consultation fee of RM150 per booking will be charged. This fee is to compensate for the time taken by our reservations team to research and plan for your trip. Should you proceed with making the reservations with us, the consultation fee will be used as part payment for your reservations with us. 

Name in Reservations

Reservations must be made in the guest’s name as it is displayed on the passport. Name changes are not allowed. Guests will be asked for passport or ID at time of check-in. If the name on the reservations and the passenger’s passport/ID do not match, the guest will be required to make a new reservation. 

Confirmations

Confirmation of a booking includes the essential elements such as the description of the service booked and the price, which will be sent to the customer by email. If the customer does not receive a confirmation email after 24 hours of placing the booking, he/she should contact the customer service team. 

It is expressly agreed that data stored in the information systems of Travelution Holidays and/or its suppliers shall constitute proof with respect to the bookings made by the customer. Data stored in computers or electronic media are valid proof and shall therefore be acceptable under the same conditions and with the same evidential value as a physical written document. 

Cancellations

Cancellation of reservations must be made directly with Travelution Holidays. 

In the event of a full cancellation by the customer, the supplier may impose charges or a full penalty depending on the time of cancellation. In the event of partial cancellation of a booking by the customer, the suppliers may impose charges plus recalculation of the current applicable price may be required for other people in the same booking. (Example: Changing from a double to a single occupancy room). 

If the customer does not present himself / herself at the departure of the trip, refunds will only be due to the customer in line with the rules and restrictions of the suppliers as notified in the booking process.

Travelution Holidays reserves the right to cancel your booking if payment is deemed to be suspicious by the bank or payment gateway or if full payment is not received by the due date. 

An administration fee of RM120 per person will apply in addition to any fees imposed by the supplier. 

Change of Booking

If after making the booking the customer wants to change the trip, (example: date of travel, the destination, the place where the trip starts, the accommodation, the means of transport, etc), the customer should contact the Travelution Holidays Customer Service Team for assistance. A fee may be imposed by the supplier in the event of a change to a booking.

An administration fee of RM50 per person will apply in addition to any fees imposed by the supplier. 

Refunds

In the event of a refund to the customer after the above deductions, the relevant amounts will be transferred back by the party of the payment card used to make the original booking. Any booking charges applied will not be eligible for refunds. Customers should note that refunds may take up to 6 months.

Restricted Fares

Unless otherwise stated by the customer, it is assumed that the customer requires the lowest price services. Such services (e.g. “economy class”) may be provided without any possibility of modification or cancellation. In such cases, the services cannot be provided in a different manner or at a different time or place to those contracted.

Air Transport Terms and Conditions

The customer is responsible for complying with the instructions of the airline, with respect to flight check-in times. In particular, the customer acknowledges and agrees that:

  • Airlines reserves the right to cancel or change schedules without notice. Schedules shown are based on expected flying times as indicated by the airlines. Because weather and other factors may affect operating conditions, departures and arrivals cannot be guaranteed nor is the responsibility of Travelution Holidays.
  • Travelution Holidays has no control over the allocation of seats on any air transport, even if pre-booked with the airline, it does not guarantee that specific seats will be available on departure.
  • Travelution Holidays has no control over any indications of the hours spent flying which are provided by the supplier of the relevant air transport and are given for guidance only and are subject to alteration and confirmation.
  • It is the customer’s responsibility to confirm his / her return flight in accordance with the requirements of the supplier of the relevant air transport.
  • Customer must use flight coupons in sequence. The airline may cancel without refund any onward or return flights if customer does not show up for any flight booked. 
  • In the case of special or charter flights, the name of the airline, the flight schedule, the aircraft type, the itinerary and possible intermediate stops are only given as an indication of the outward and return flights in the trip. In accordance with a supplier’s rules and restrictions, these flights, aircraft types and flight numbers can be subject to change and can be moved at any time, even after confirmation.
  • Additional charges may be imposed by airlines for meals, luggage, seat selection, etc. The customer is responsible for checking ticket inclusions before travel. Travelution Holidays is not responsible for these charges. The airlines may amend the charges at any time.
  • Customer must comply with all air transport supplier’s rules and restrictions on the carriage of pregnant women.
  • Airlines reserves the right to assess additional charges that could include an additional ticket purchase for passengers who may be too large to comfortably sit in one seat.
  • Customers must comply with the air transport supplier’s rules and restrictions on the carriage of children and that children older than 2 years on the return date must have a return ticket at a child fare for both the outbound and inbound flights. Customers who do not comply with this will not be eligible for a refund of any seat charges incurred during travel. Children under 2 years will not be allocated their own seat in the aircraft unless a child ticket has been booked for them. Unaccompanied children under fourteen will only be carried in accordance with the air transport Supplier’s Rules and Restrictions.

Combined One-Way Tickets

Travelution Holidays may offer customers the opportunity to book two or more tickets to form a one-way or roundtrip ticket. While these combined tickets may provide a greater choice of flights and may be cheaper, each ticket is subject to its own rules, restrictions, and fees.

If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a customer to make changes to the other flight, the customer will be responsible for any fees incurred for making changes to the unaffected flight.

Administrative and Health Regulations

You are responsible for ensuring that you meet foreign entry requirements including vaccinations, and that your travel documents, such as passport, and visa (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Travelution Holidays has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant embassies or government authorities prior to booking travel to international destinations.

Health: Recommended inoculations for travel may change and you should consult your doctor for current recommendations before you depart. It is your responsibility to ensure that you meet all health entry requirements, obtain the recommended inoculations, take all recommended medication, and follow all medical advice in relation to your trip. For medical advice regarding your journey, please contact your doctor.

Disinfection: Countries reserve the right to disinfect aircraft if there is a perceived threat to public health, agriculture, or environment. The World Health Organization and the International Civil Aviation Organization have approved the following disinfection procedures: spray the aircraft cabin with an aerosolized insecticide while passengers are on board or treat the aircraft’s interior surfaces with a residual insecticide while passengers are not on board.

Most countries have an immigration requirement that a customer’s passport is valid for a minimum period after the customer enters that country, typically 6 months. If a customer’s passport is in its final year of validity, the customer is advised to confirm the requirements of the destination before making final travel plans. The name on the passport must match the name on the ticket, otherwise the customer may not be able to travel, and travel insurance may be invalid.

For information on visa requirements, Customers are advised to contact the embassy of the country they propose to visit.

Please note: It can often take some time to obtain a visa, so customers are advised to apply in plenty of time. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.

Although most travel, including travel to international destinations, is completed without incident, travel to certain destinations may involve greater risk than others. Travelution Holidays urges passengers to review any travel prohibitions, warnings, announcements, and advisories issued by local authorities prior to booking travel to international destinations. 

Special Fares

The flight routes offered may include special fares which offer the best price, but do not necessarily take the most direct route. Some itineraries require a change of aircraft en-route. A flight that is described as direct is one where there is no need to change aircraft during the journey, however, stops may be made en-route for re-fueling or to let passengers on and/or off. Details of any stops will be given during the booking process and in the customer’s email confirmation. Frequent flyer miles accrual or class upgrade may not be applicable for special fares.

Check-In Luggage

Airlines reserves the right to assess an additional charge at the time of check-in for additional pieces of luggage, overweight or for non-standard luggage. Examples of non-standard luggage include, but are not limited to the following: Sporting goods and equipment (e.g. golf clubs and skis), tools, musical instrument, trunks, large portfolios, boxes, car seats, animal carriers (animal transportation requires advance reservations and handling charge may apply)

Airline Liability

Customer is reminded that an airlines’ liability for death, personal injury and other damages is normally limited by national law, by an international air transport treaty, or by the airline’s own rules and restrictions including their conditions of carriage. 

Electronic ticket

An electronic ticket is a ticket with no physical form. The customer must go to the check-in desk or kiosk of the airline concerned and with a valid travel document (passport, visa, identity card, etc.) to obtain his / her boarding card. Customers must strictly observe the check-in and gate closure times. 

Operating airlines

Customers are advised that in some cases flights booked with one airline may be operated by another airline (codeshare or wet lease) – advance seat reservations, online check-in, earning & burning of frequent flyer miles may not be available for these flights.

Denied Boarding Compensation

If an airline cancels or delays a flight, is unable to provide previously confirmed space, fails to stop at a customer’s stop-over or destination point, or causes a customer to miss a connecting flight on which a customer holds a reservation, the customer may be entitled to certain remedies from the airline.

Accommodation Services

Accommodation may be offered separately or as part of a package holiday. The services are subject to the rules and restrictions of the suppliers offering the accommodation which will be made available before booking. The rules and restrictions may include restrictions on and/or charges for cancellation and/or changes imposed by the suppliers.

Hotel bookings require full payment upon reservations, unless stated otherwise. Prices do not include any fees or charges for optional supplements, including laundry, minibar, room service, or telephone calls, unless stated otherwise. 

If a customer does not show for the first night of the reservation and plans to check-in for subsequent nights in the reservation, the customer must confirm the reservation changes with Travelution Holidays no later than the original date of check-in to prevent cancellation of the whole reservation. If the customer does not confirm the reservation changes with Travelution Holidays the whole reservation may be cancelled, and refunds will only be due to the customer in line with the rules and restrictions of the supplier as notified in the booking process.

Any customer who does not cancel or change their reservation before the cancellation policy period applicable to the hotel which varies by hotel prior to the date of arrival will be subject to the charges shown in the rules and restrictions for the hotel reservation. Customers should note that some hotels do not permit changes to or cancellations of reservations after they are made, and these restrictions are shown in the rules and restrictions for the hotel reservation.

Use of rooms

The customer is reminded that, in general, rooms are available after 3pm on the day of check-in and must be vacated by 11am on the day of check-out irrespective of the time of arrival or departure or the means of transport used. Early check-in or late check-out is subject to availability and may incur additional charges. 

Single rooms have one bed, and a supplement is often chargeable for these rooms. Double rooms usually have either two single beds or one double bed.

Accommodation Star Ratings

Star ratings is only a general guide. You should be aware that these are not necessarily the official local rating and that standards can vary between hotels and accommodation of the same class in different countries, and even in the same country. Different countries have different standards; a 3-star hotel in one country is not necessarily equivalent to a 3-star hotel in another.

Accommodation Images

Whilst we endeavor to ensure that property images and descriptions of amenities and facilities displayed on Travelution Holidays are accurate and up to date representation of the properties, we cannot guarantee this always to be the case as we obtain this information from travel suppliers. The images and information are provided to give a general feel of the hotel.

Images of room types do not necessarily represent the bed configuration of the room being purchased. For example, a triple room in North America may consist of one double bed and one single bed or a double room in Austria may consist of two single beds. Also, there may be an additional charge for extra beds or baby cot.

Accommodation Activities

It is possible that, from time-to-time activities offered by the suppliers may be cancelled. For example, because of weather conditions or other reasons beyond the supplier’s reasonable control, during out-of-season stays, or if the required number of participants for the activity is not achieved.

Where sightseeing is concerned, the sequence of the various tourist attractions is shown only as an indication. This can be changed by the suppliers at any time. 

Accommodation Meals

If meals are part of an accommodation package, the number of meals depends on the number of overnight stays. Full board normally includes breakfast, lunch, and dinner. Half board normally includes breakfast and either lunch or dinner, depending on the package. Accommodation which includes main meals commences with dinner on the day of arrival at the hotel and terminates with breakfast (on half board) or lunch (on full board) on the day of departure. If one or more meals cannot be taken, no refunds will be made.

The customer is reminded that, unless specified otherwise, drinks are not included with meals. If drinking water is not available, the customer will bear the cost of buying it himself / herself. Parents are advised to bring special food for their baby with them, as this is not always available locally.

Accommodation Taxes

The local authorities may impose additional taxes (example: tourist tax, heritage tax, green tax, etc), which must be paid locally. The Customer is exclusively responsible for paying such additional taxes. The amount of taxes can change between booking and stay dates. If taxes have increased as at your stay date, you will be liable to pay taxes at the new higher rate.

Car Hire

Car hire services are offered separately or as part of a package holiday. These services are subject to the rules and restrictions of the car rental companies.

For reservations of “Supplier Special Rate” offerings, the supplier will provide the use of the car directly to customers and Travelution Holidays acts merely as an intermediary in the transaction. Travelution Holidays acting on behalf of the supplier will collect the price of the car hire from customers. However, the amount payable by customers may not be the full contractual price for this rental; Travelution Holidays may in its discretion contribute on behalf of a customer to the rates payable for booking car hire. In these cases, the rates displayed on the website or quoted reflect the total price less any contribution by Travelution Holidays and show the amount payable by customers. In the event of any permitted refund, customers shall not be entitled to a refund of more than the amount actually paid by them.

Car Hire – Method of payment

The customer making the booking must present a credit card when collecting the vehicle. Debit cards are not accepted, and the customer must check which credit cards are accepted by the supplier.

The supplier may submit an authorization request to the credit card company during the period of car hire by way of a deposit. The customer must therefore contact his / her credit card company to ensure the payment card limit is suitable for this purpose.

If the customer does not comply with the terms set out above, the Supplier will not make the vehicle available, and the full price of car hire will be charged.

Car Hire – Supplements

Additional charges may be payable locally such as refueling, additional driver charges, young driver surcharge and delivery and collection fees. The customer acknowledges that in no event will Travelution Holidays and/or suppliers be liable for such additional charges as detailed or otherwise.

An excess amount may be applicable in the event of theft or damage to the hire car. This will vary depending on the supplier and country of rental. Purchase of an optional insurance locally (called super CDW or super TP) will remove/reduce the excess applicable. The customer acknowledges that in no event shall Travelution Holidays and/or suppliers be liable for such excess or provision of additional insurance as detailed or otherwise.

Petrol is not usually included in the hire tariff. For the hire of vehicles in certain countries, such as the United States of America, certain suppliers automatically add charges for filling the fuel tank when the vehicle is returned. In addition, certain suppliers charge a supplement if snow tyres are used.

Unless agreed otherwise, the customer must return the vehicle to the branch of the supplier from which it was collected. If the customer does not comply with this, the suppliers may charge a one-way supplement.

Child seats are available on request and are payable locally.

Collection/Use of the Vehicle

Drivers must usually be aged between 21 and 65 although this can vary between suppliers and from country to country. Additional charges may also apply if any driver is aged below 30.

All drivers must produce a full valid driving license for the category of rented vehicle when taking delivery of the hire car. The driving license must be held for at least one year (although again this may vary between suppliers as well as from country to country) and an international driving license may be required. Customers should check the rules and restrictions before collecting or using the vehicle. 

The customer is reminded that some suppliers do not permit the rented vehicle to be used outside the country in which it has been rented. No refunds shall be given in relation to non-utilized rental days.

Travel Insurance

Travel insurance is not included unless stated otherwise. The customer is therefore advised to take out insurance that covers the consequences of certain cases of cancellation and that also provides cover for certain special risks such as the cost of repatriation in the event of an accident or illness. It is the customer’s responsibility to ensure any insurance policy taken out is adequate to cover their requirements.

The risks covered by these policies, as well as the cost and the amount of cover, are for the purpose of illustration. If a policy is bought, the insurer will send the policy to the customer. Claims must be submitted directly to the insurance company in accordance with the terms and conditions of the policy. 

TRAVEL AGENT LIABILITY

THE INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES PROVIDED THROUGH TRAVELUTION HOLIDAYS MAY INCLUDE INACCURACIES OR TYPOGRAPHICAL ERRORS.

WHOLESALERS, AIRLINES, HOTELS AND OTHER SUPPLIERS PROVIDING TRAVEL OR OTHER SERVICES FOR TRAVELUTION HOLIDAYS ARE INDEPENDENT CONTRACTORS AND NOT AGENTS OR EMPLOYEES OF TRAVELUTION HOLIDAYS ARE NOT LIABLE FOR THE ACTS, ERRORS, OMISSIONS, REPRESENTATIONS, WARRANTIES, BREACHES OR NEGLIGENCE OF ANY SUCH SUPPLIERS OR FOR ANY PERSONAL INJURIES, DEATH, PROPERTY DAMAGE, OR OTHER DAMAGES OR EXPENSES RESULTING THEREFROM.

TRAVELUTION HOLIDAYS HAVE NO LIABILITY AND WILL MAKE NO REFUND OR COMPENSATON IN THE EVENT OF ANY DELAY, CANCELLATION. OVERBOOKING, STRIKE, FORCE MAJEURE, OR OTHER CAUSES BEYOND THEIR DIRECT CONTROL AND THEY HAVE NO RESPONSIBILITY FOR ANY ADDITIONAL EXPENSE, OMISSIONS, DELAYS, RE-ROUTING OR ACTS OF ANY GOVERNMENT OR AUTHORITY.

IN NO EVENT SHALL TRAVELUTION HOLIDAYS AND/OR THEIR RESPECTIVE SUPPLIERS BE LIABLE FOR ANY DIRECT, INDIRECT, PUNITIVE, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES ARISING OUT OF, OR IN ANY WAY CONNECTED WITH, THE USE OF THE TRAVELUTION HOLIDAYS OR WITH THE DELAY OR INABILITY TO USE TRAVELTION HOLIDAYS, OR FOR ANY INFORMATION, SOFTWARE, PRODUCTS, AND SERVICES OBTAINED THROUGH TRAVELTION HOLIDAYS OR OTHERWISE ARISING OUT OF THE USE OF TRAVELTION HOLIDAYS, WHETHER BASED ON CONTRACT (INCLUDING FUNDAMENTAL BREACH), TORT, STRICT LIABILITY, OR OTHERWISE, EVEN IF TRAVELUTION HOLIDAYS AND/OR THEIR RESPECTIVE SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF DAMAGES. BECAUSE SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOT APPLY TO YOU.