GoRantau · Rantau Ventures Sdn Bhd
General Terms & Conditions
Please read these terms carefully before confirming your reservation. We are here to make your journey smooth and transparent.
The following General Terms and Conditions (“GTC”) apply to the arrangement of third-party tourism services by Rantau Ventures Sdn Bhd (SSM No: 202601014371 / 1676469A | MOTAC L/N/13363) (hereinafter referred to as “the Company”) and form an integral part of the agency agreement between the customer and the Company as a travel agent. The Company, operating as a licensed travel agency under the Ministry of Tourism, Arts and Culture (MOTAC) Malaysia and maintaining its registered office in Malaysia, is bound by the Tourism Industry Act 1992 and the laws and regulations of Malaysia. These GTCs apply in addition to any prevailing Malaysian travel and consumer protection laws.
Applicable protections: These terms operate subject to applicable Malaysian law and mandatory travel-package standard terms. A clause, cancellation charge, deduction or limitation in this document does not override a statutory right or mandatory protection. Where mandatory standard terms prescribe a different outcome, those terms prevail.
1. Completion of the Travel Contract
1.1 Intent to Contract
Creating a travel contract with the Company involves the customer contacting the Company via telephone, in writing, or electronically, and registering their intent to conclude a binding travel contract, referring to a specific individual offer that the Company has made to the customer.
1.2 Scope of Agency
With the registration, the customer bindingly instructs the Company to arrange a travel contract between them and the tour operator or other third-party service providers. The contractual obligation of the Company is limited strictly to the proper arrangement of these travel services.
1.3 Booking Request and Final Confirmation
A booking request may be submitted through the Company’s website or an agreed booking form, together with acceptance of the applicable terms and the initial payment described in Section 2. Where a signed booking form is requested, the customer must complete, sign and return it.
A payment receipt, automated booking acknowledgement or returned form does not by itself confirm that all requested travel services are available. The Company will check the proposed arrangements and provide written final booking confirmation specifying the agreed itinerary, travel dates, inclusions, total price and balance-payment due date. References in these terms to a finalised booking mean that this written confirmation has been issued and any changes to the customer’s original request have been expressly accepted by the customer.
Payment for an initial booking request does not authorise the Company to impose an unaccepted change to the itinerary or final price. If the requested arrangements cannot be confirmed, the Company will explain the available alternatives and applicable refund position before the customer decides whether to proceed. Any refund or deduction remains subject to applicable law and charges for services the customer has separately and expressly authorised.
1.4 Verification Duty
The customer must promptly check the booking form, written confirmation, invoice and travel documents for accuracy and completeness, including traveller names, travel dates, package inclusions, total price, payments received and payment due dates. Any error, omission or unagreed change must be reported to the Company without delay.
2. Payment Terms
2.1 Initial Booking Payment and Balance Payment
An initial booking payment is required when submitting a booking request. The usual initial payment is RM1,000, unless a different amount is stated on the relevant package page, quotation or booking form before payment. The amount and whether it applies per booking or per traveller will be clearly stated before the customer pays.
For outbound tour packages, the reservation deposit shall not exceed 25% of the tour fare per person where this maximum is prescribed by the applicable Malaysian standard terms. If the usual initial payment would exceed the applicable maximum, a lower reservation deposit will apply.
The initial payment forms part of the total travel price and will be deducted from the amount payable. It is not an additional booking fee. The Company may revise the initial payment advertised for future bookings or particular packages. A revision will not retrospectively change the initial payment already agreed for an existing booking.
Once the booking is finalised in accordance with clause 1.3, the Company will issue written confirmation and a balance invoice identifying the agreed travel arrangements, total travel price, payments received, outstanding balance and exact payment due date.
The outstanding balance is payable after the booking has been finalised. The standard deadlines are shown below. All initial payments received will be credited towards the balance.
| Package category | Balance-payment deadline |
|---|---|
| Free Independent Traveller (FIT) packages | No later than 14 days before departure. |
| Group tour packages | No later than 21 days before departure. |
The applicable package category will be stated before the initial payment is collected. The booking confirmation and invoice will state the actual balance-payment due date. For the payment deadlines in this section, references to days mean calendar days. These package categories are separate from the party-size bands used in the Company’s cancellation schedule in Section 5.
2.2 Late Bookings and Earlier Supplier Payment Requirements
If a booking is finalised within the applicable 14-day or 21-day balance-payment period, the outstanding balance is payable upon written confirmation and before the Company commits to the confirmed travel arrangements. Any initial payment already received will be credited towards the amount due.
Where a particular service requires earlier payment, the Company will disclose the service, amount, payment deadline and relevant supplier conditions before obtaining the customer’s agreement to that service. Any such arrangement remains subject to applicable Malaysian law and mandatory standard terms; it does not override a prescribed maximum reservation deposit.
A different payment arrangement will not be introduced retrospectively without the customer’s agreement. The Company will not treat the remaining tour balance as overdue while the booking request remains unconfirmed, unless a separate, lawful payment arrangement for an identified service has already been expressly agreed.
2.3 Late or Missing Payment
Payment must be received by the due date stated in the booking confirmation or invoice. If payment is not received on time, the Company will notify the customer in writing and specify any final payment deadline and the consequences of continued non-payment. Where a supplier deadline limits the time available to resolve non-payment, this will be explained in the notice.
Continued non-payment may result in cancellation of the booking. Cancellation charges, deductions and any refund will be determined under Section 5, subject to applicable Malaysian law and mandatory standard terms. The initial payment is not automatically forfeited solely because it is described as a deposit or partial payment. Equally, the initial payment is not necessarily the maximum cancellation liability where further charges are lawfully payable.
2.4 Currency and Payment Methods
- Payment currency: All prices and payments are denominated in Malaysian Ringgit (MYR).
- Accepted methods: Credit card (VISA, MasterCard or American Express), FPX online banking, or bank telegraphic transfer (TT), where offered on the payment page or invoice.
- Cash policy: The Company does not accept direct cash payments.
2.5 Pricing and Inclusions
The Company operates on an all-inclusive pricing policy unless explicitly stated otherwise. The quotation or package description will identify included services, exclusions and any separately payable charges before the customer commits to the booking. The final agreed travel price will be recorded in the booking confirmation. The initial payment is credited towards that price and is not added to it.
3. Travel Documents and Vendor Descriptions
3.1 Third-Party Descriptions
When preparing travel offers, the Company relies on external vendors—such as hotels, transport operators, and local tour providers—for descriptions, itineraries, and photographs depicting facilities, services, menus, and equipment. While the Company strives to ensure accuracy, it cannot control vendor operational changes. Consequently, the customer agrees that the Company is not responsible for any variances between the actual product/service and the provided descriptions.
3.2 Customer Responsibility
The customer must independently verify all travel documents and confirm travel dates (start and end dates). The customer is responsible for independent transit to the designated starting point of the trip. Post-booking, the customer will receive a detailed digital travel overview (PDF or equivalent format) detailing activities, accommodation specifics, and transportation routes.
4. Transfers, Rebookings, and Changes
4.1 Rebooking Restrictions
After the contract is concluded, the customer has no automatic right to modify travel dates, destinations, departure points, accommodation, or modes of transport. If a rebooking is operationally feasible, any additional costs incurred from third-party vendors will be passed directly to the customer. For minor alterations where vendors do not charge a fee, the Company reserves the right to charge an administrative fee based on the man-hours and logistical effort involved.
4.2 Material Changes by the Company
Changes to essential components of the agreed travel contract that become necessary after contract conclusion due to circumstances beyond the Company's control, or which were not caused by the Company, are permitted provided that the changes are minor, do not significantly alter the course of the trip, and remain reasonable from a customer perspective.
4.3 Notification and Acceptance Period
In the event of material service modifications, the Company will notify the customer via email. The customer is responsible for monitoring their email communications regularly. The customer has five (5) working days from the date of the notice to object to the change. If no written objection is received within this period, the changes are legally deemed accepted.
4.4 Disagreement Options
If the customer rejects the proposed changes and an amicable alternative cannot be reached, the customer has two options:
- Option A: A credit transfer, whereby the trip is postponed to a later period (subject to the pricing and availability conditions under clause 4.1).
- Option B: Cancellation and a subsequent refund of payments already made, subject to Section 5. Under this option, the customer explicitly agrees to waive any legal action or public disparagement against the Company.
4.5 Third-Party Substitution
Until the journey commences, the customer may request that a qualified third party assume their rights and obligations under the travel contract. The Company reserves the right to object to the substitution if the third party does not meet specific travel requirements, or if their participation violates legal regulations or official government orders. If a substitution occurs, the original customer and the third party remain jointly and severally liable for the tour price and any additional administrative/vendor costs arising from the transfer.
5. Cancellation Policy
5.1 Cancellation Scale
The customer may withdraw from the trip at any time prior to departure. Cancellations must be submitted in written or electronic form. The Company is entitled to appropriate compensation for travel arrangements and non-refundable deposits paid to suppliers up to the date of cancellation.
Compensation is calculated based on the date the written cancellation notice is received, using the scales below:
| Days before departure | Cancellation fee (% of travel price) |
|---|---|
| From Deposit Day up to 61 Days | 15% |
| 60 to 31 Days | 30% |
| 30 to 11 Days | 50% |
| 10 to 6 Days | 70% |
| 5 to 1 Day / No Show | 100% |
| Days before departure | Cancellation fee (% of travel price) |
|---|---|
| From Deposit Day up to 71 Days | 10% |
| 70 to 61 Days | 30% |
| 60 to 31 Days | 60% |
| 30 to 11 Days | 80% |
| 10 to 6 Days | 90% |
| 5 to 1 Day / No Show | 100% |
Note: These percentages apply to both individual standalone services and complete tour packages.
5.2 Individually Calculated Damages
The Company reserves the right to claim higher, individually calculated compensation in lieu of the lump sums above if it can prove that significantly higher non-refundable expenses were incurred with suppliers. In such scenarios, the Company will provide concrete figures and documented evidence to justify the higher amount claimed.
5.3 Refund Timeline
Where a refund is due to the customer following a valid cancellation, the processing will be initiated immediately and finalized no later than 14 days after receiving the written cancellation notice.
5.4 Postponement Alternative
In lieu of a refund, the customer may request to postpone the trip, provided the amendment is operationally viable and conforms to these general terms and conditions.
5.5 Force Majeure
The Company reserves the right to cancel, modify, or postpone a trip in the event of Force Majeure. This includes, but is not limited to: declared or undeclared wars, terrorist activity or threats, civil unrest, violent crime, severe public health crises, quarantines, epidemics/pandemics, earthquakes, natural disasters, nuclear incidents, extreme weather conditions, strikes, government restrictions, significant currency fluctuations, or any other event rendering it impossible or commercially unfeasible to execute the tour safely.
If the Company cancels a trip due to Force Majeure, the customer will receive a full refund of all payments made, excluding transaction/payment processing fees, and subject to clause 5.6.
5.6 Supplier Non-Refundability
If advanced payments have been made by the Company to suppliers on behalf of the customer, and the supplier refuses or is unable to return those funds, the customer remains liable for those sunk costs. The Company will make every reasonable effort to negotiate with suppliers to mitigate any financial loss to the customer.
5.7 Termination for Conduct
The Company is entitled to terminate the travel contract immediately without notice if a customer, despite an official warning, significantly disrupts the execution of the trip or behaves in a manner that compromises the safety, health, or well-being of fellow travelers. In this scenario, no refund will be issued, and the customer must arrange and pay for their own return transport.
6. Failure to Meet Minimum Participant Thresholds
6.1 Cancellation Notice
The Company is entitled to withdraw from a travel contract up to 30 days prior to departure if an advertised minimum number of participants is not achieved, provided this threshold was explicitly stated in the tour description and confirmation documents. The Company will notify the customer immediately upon the decision to cancel.
6.2 Refund Protocol
If a trip is cancelled solely due to low participation, the Company will refund all payments received toward the tour price within 14 days of the cancellation notice, excluding any external payment/transaction fees.
7. Unused Services
If a customer voluntarily or involuntarily fails to utilize individual travel services (e.g., missed transfers, unused accommodation, skipped excursions) that the Company was prepared and operationally able to provide, the customer is not entitled to a pro-rata refund. The Company will, however, attempt to recover costs from service providers where possible and pass those recovered amounts back to the customer.
8. Limitation of Liability
8.1 Financial and Itinerary Loss
Under no circumstances shall the Company be held liable for consequential financial losses or auxiliary costs suffered by the customer due to itinerary changes or tour cancellations. This includes, but is not limited to: vendor bankruptcies, strikes, airline cancellations, separate accommodation penalties, or loss of personal income. Customers are strongly urged to purchase comprehensive travel cancellation insurance prior to departure.
8.2 Operational Risks
The Company is not liable for personal injury, accidental death, property damage, or financial loss resulting from:
- Physical overexertion for which the customer is not adequately prepared.
- Transit via air, rail, road, or water.
- Consumption of alcoholic beverages.
- Environmental elements, high altitude, heat exhaustion, or natural forces (typhoons, floods, etc.).
- Equipment failures, civil unrest, or acts of terrorism.
- The availability, standard, or quality of medical care in remote areas.
8.3 Liability Release
To legally participate in the trip, the customer agrees to release the Company from all liability up to the maximum extent permitted by law, except in cases where the Company has acted with intentional misconduct or gross negligence. The customer's signature confirms that this release is legally binding on themselves and all accompanying dependents/fellow travelers included in the booking form.
8.4 Independent Contractors
The Company acts as an intermediary organizer that sources transportation, excursions, and accommodation from independent third-party vendors. These entities operate completely independently of the Company; hence, the Company is not responsible for their intentional or negligent acts or omissions.
8.5 Airline Ticketing Intermediary
When selling airline tickets, the Company acts strictly as a ticketing agent for the respective carrier. Issued tickets, coupons, and receipts are subject entirely to the terms, conditions, and tariffs of the airline. The Company bears no liability for scheduling changes, delays, or operational faults caused by the carrier.
8.6 Governing Law and Jurisdiction
All contracting parties agree that these terms, conditions, and any disputes arising from them will be governed exclusively by the laws of Malaysia. The courts of Malaysia shall have exclusive jurisdiction to settle any disputes, except where local consumer protection laws provide non-waivable statutory rights variance in the customer's home jurisdiction. In such instances, the customer must provide the exact legal wording of those variances to the Company for evaluation.
9. Passport, Visa, and Health Regulations
9.1 Compliance and Documentation
The Company will provide general information regarding passport, visa, and health/sanitary entry requirements for the designated destination country. It remains the sole responsibility of the customer to obtain and maintain valid passports, visas, entry permissions, medical certificates, and health declarations prior to departure. Passports must possess at least six (6) months validity beyond the intended date of return. Standard cancellation fees apply if a customer is denied boarding or entry due to deficient documentation.
9.2 Consular Delays
The Company is not responsible or liable for processing delays, rejections, or issuance errors encountered by foreign diplomatic missions or immigration authorities.
10. Obligation to Cooperate and Reporting Deficiencies
10.1 Immediate Notification
The traveler must immediately notify the Company or its local representatives of any service deficiencies or deviations encountered during the execution of the trip to allow an opportunity for rectification.
10.2 Baggage and Transit Claims
Damage to or delays in the delivery of baggage during flights must be reported immediately on-site to the operating airline using a Property Irregularity Report (P.I.R.). Airlines routinely reject claims if this form is not completed at the baggage claim area. Written claims must be filed within 7 days for damaged baggage and within 21 days for delayed baggage from the date of delivery.
11. Insurance & Financial Protection
11.1 Licensing and Guarantees
As a registered travel agency operating in Malaysia, the Company maintains valid licensing, insurance coverages, and financial guarantees in accordance with MOTAC requirements and operational travel industry standards.
The Company maintains:
- Travel Agency Liability Insurance (Public Liability Coverage).
- Industry-required financial security systems under Malaysian regulatory frameworks.
- Comprehensive operational risk management procedures.
11.2 Public Liability Limits
Our Travel Agency Liability Insurance provides coverage up to a maximum limit of RM 9,000,000 (Nine Million Malaysian Ringgit) per accident (or foreign currency equivalent). This insurance covers the Company’s legal liability arising from operational negligence, bodily injury, or third-party property damage directly connected to services arranged by the Company.
11.3 Mandatory Personal Travel Insurance Advisory
The company's commercial insurance policies do not replace personal travel protection. Customers are required and strongly advised to:
- Verify that their personal health policies cover overseas medical treatments.
- Obtain robust international medical insurance.
- Purchase dedicated travel cancellation and trip interruption insurance prior to departure.
Additional regulatory compliance, insurance certifications, or corporate due diligence documentation can be provided upon formal request for educational tours, corporate accounts, or procurement reviews.
