Booking Terms and Conditions

Booking terms for travel agencies, tour operators and corporate clients of Hala Tourism Group Sdn. Bhd. The Cancellation & Refund Policy forms part of these terms and is published on a separate page.

1. About these terms

These terms apply to every quotation and booking between Hala Tourism Group Sdn. Bhd. (Registration No. 202601032572 (1694667-H)), D-25-5, Menara Suezcap, KL Gateway, Jalan Kerinchi, Bangsar South, 59200 Kuala Lumpur, Malaysia ("Hala", "we", "us") and the travel business or company that requests or books services from us ("you", the "Partner"). The Cancellation & Refund Policy forms part of these terms.

2. Definitions

3. Our role

• Services we operate: for our own vehicles, drivers and guides, we are the provider and are responsible for delivering the Service.
• Services we arrange: for hotels, flights, attraction tickets, and services in Bali, Thailand, Vietnam, Singapore and other destinations arranged through our partner network, we book them for you with Suppliers. The Supplier's own conditions also apply. We show any condition that affects you, such as a hotel's cancellation policy or an airline's fare rules, in the Quotation or booking confirmation.
• We choose Suppliers with reasonable care and pass on any change, delay or cancellation they tell us about promptly.
• Nothing in these terms creates a partnership, joint venture or employment relationship between you and us.

4. Working with us

• Before your first Booking, we may ask for: your company registration certificate, your travel or tourism licence where your country requires one, the name and ID of an authorised representative, and your business address, email and phone.
• You must keep these details accurate and tell us of any change of ownership, licence status or authorised contacts.
• We may decline to work with a business, or suspend Bookings, if verification fails, information is false, payments are repeatedly late, or we suspect fraud or other unlawful activity.
• You may not transfer your Bookings or your rights under these terms to another business without our written consent.

5. Service standards

These are service targets, not guarantees, and missing one does not by itself give a right to compensation.

6. Quotations

• Each Quotation has a quotation number and a validity date. After that date, prices and availability must be checked again.
• A Quotation is not a reservation. Services are held only when the Booking is confirmed (section 7).
• Prices are in Malaysian Ringgit (MYR) unless the Quotation states another currency.
• The Quotation lists what is included and excluded. Unless it says otherwise, it excludes international flights, visa fees, travel insurance, tips, personal expenses and any Service not listed.
• Prices are based on the number of Travellers, dates and room types in the Quotation. A change to any of these may change the price.

7. Confirming a booking

1. You accept a Quotation in writing (email or WhatsApp is enough), quoting its number and the option chosen.
2. You pay the deposit (section 9).
3. We reserve the Services and send a written booking confirmation. The Booking exists from that confirmation, and each Service is final once its Supplier has confirmed it.

If a Service is no longer available when you accept, we offer the closest alternative and its price before confirming.

You must give us accurate Traveller details: full names exactly as in passports, ages of children on the travel dates, and arrival and departure flights. The rooming list is due 21 days before the Arrival date. You pay any extra cost caused by wrong or late details, such as airline name-change fees.

8. Prices and taxes

• Our prices are net prices for the travel trade. You set your own selling prices to your clients.
• Once the deposit is paid, the price is fixed, except for changes you request (section 12) and new or increased government taxes and charges.
• Our Services are not subject to Sales and Service Tax (SST), so no SST is added to our prices.
• Malaysia's Tourism Tax, charged per room per night to foreign guests, and other local charges are included only where the Quotation says so. Otherwise Travellers pay them at the hotel.
• Hotels may ask Travellers for a refundable security deposit at check-in. This is between the Traveller and the hotel.

9. Payment

• For your first one or two Bookings with us, we may ask for full payment in advance. Credit terms are available only by separate written agreement.
• Payment is by bank transfer to Hala's company bank account shown on our invoice.
• Payments must come from your company's own bank account. We may refuse payments from third parties unless agreed in advance.
• You pay all bank charges, transfer fees and exchange differences, so that we receive the full invoiced amount.
• If a payment is late, we remind you in writing. If it is still unpaid 3 business days after the reminder, we may cancel the Booking and apply the charges in the Cancellation & Refund Policy, using the deposit towards them.
• Each Service is released to you, with its voucher or final details, only after the related payment is received.

10. Conditions for each type of service

10.1 Hotels

• Rooms are booked by room type and occupancy, not by room number, floor or view, unless confirmed in writing.
• Check-in and check-out times are set by each hotel, usually from 15:00 and by 12:00. Early check-in and late check-out depend on availability and may be charged.
• Each hotel's cancellation terms are shown in the Quotation. Peak dates and non-refundable rates are marked.
• Children's ages determine bed and breakfast charges under each hotel's child policy.

10.2 Flights

• Flights are subject to the airline's conditions of carriage and fare rules, including baggage allowance.
• Names must match passports exactly. Airlines charge for name corrections and may refuse them.
• Once issued, most tickets cannot be refunded, and changes carry airline penalties plus any fare difference.
• If an airline cancels before we issue the ticket, we refund the fare in full or offer an alternative. After issue, the airline's policy on schedule changes and cancellations applies, and we help you claim under it.

10.3 Attraction and event tickets

Tickets are for a set date and time and are usually non-refundable once issued. Operators may refuse entry for height, age or safety reasons, or close for weather, under their own rules.

10.4 Transport we operate

• We assign a vehicle of the class booked (for example premium MPV, van or coach), not a specific model or plate number.
• Vehicles are chosen for the number of Travellers and the luggage you declare. Extra luggage or Travellers may need a larger vehicle at extra cost.
• Full-day hire covers up to 8 hours within the city area. Extra hours and trips outside that area are charged as quoted.
• Changes to times or routes on the day are made where possible and may be charged.
• Child seats are available on request and must be booked in advance. Travellers must wear seatbelts as Malaysian law requires.
• Waiting times and no-shows are set out in the Cancellation & Refund Policy.

10.5 Tours and guides

• Guides speak the language stated in the Quotation.
• The order of a tour may change because of weather, traffic, closures or religious events. We keep the content as close as possible to the plan.
• Entrance fees are included only where the Quotation says so.

10.6 Partner destinations

Services in Bali, Thailand, Vietnam, Singapore and other destinations arranged through our partner network are provided by local partner companies under their local conditions. We coordinate them and remain your single point of contact.

11. Group bookings

• The Quotation sets the payment schedule for Groups. It may include more than one deposit where hotels or airlines require it.
• The final name list and rooming list are due 21 days before the Arrival date.
• Group flight tickets are usually non-refundable and non-changeable once issued.
• Reductions in Group size are handled under the Cancellation & Refund Policy.
• Free places for tour leaders are included only where the Quotation says so.

12. Changes you request

• Send change requests in writing. We try to make them, subject to availability.
• You pay any price difference and any charges Suppliers apply to the change.
• A reduction in the number of Travellers, rooms or Services counts as a part cancellation.
• Changing the dates of a Booking inside a cancellation-charge period counts as a cancellation and a new booking where Suppliers charge for it.

13. Changes by us and alternatives

• If a confirmed Service cannot be provided, we tell you promptly and offer an alternative of the same standard at no extra cost: for hotels, the same star rating and meal plan.
• If no alternative of the same standard is available, we offer an upgrade at no extra cost or a full refund of that Service, as you prefer. You may refuse any alternative and take the full refund instead.
• We aim to offer the alternative on the same day.
• Minor changes, such as a different vehicle of the same class or a change to the order of a tour, are not significant changes.
• For flights, section 10.2 applies instead.

14. Cancellation

You may cancel a Booking, in full or in part, at any time by writing to us. The charges and refunds are set out in the Cancellation & Refund Policy.

15. Travel documents, visas and insurance

• You are responsible for making sure each Traveller has a valid passport, any visas, health documents and travel insurance needed for the trip.
• We can provide invitation or supporting letters for visa applications. We are not responsible for a visa refusal or delay, and it does not reduce the cancellation charges.
• We strongly recommend travel insurance that covers cancellation, medical costs and personal belongings.

16. Special requests, conduct and damage

• Special requests, such as adjoining rooms, a high floor or dietary needs, are passed to Suppliers but are not guaranteed unless confirmed in writing as part of the Booking. An unmet request does not give a right to a refund.
• We or our Suppliers may refuse or stop a Service if a Traveller behaves in an unlawful, unsafe or seriously disruptive way. No refund is due in that case.
• You are responsible for damage Travellers cause to vehicles, hotels or other property, as charged by the owner.

17. Your clients

• Your contract with the Travellers is your own. You are responsible for passing on to them the information and conditions that affect them, and for obtaining their consent to share their details with us.
• You must pay us in full and on time whether or not the Travellers have paid you.
• Non-solicitation: we will not use Traveller details you give us to market our services directly to your clients. During the trip we contact Travellers only for operational reasons.
• You must not present yourself as Hala, or Hala as your agent, without our written agreement.

18. Confidentiality

Each party keeps confidential the other's non-public information, including net prices, Quotations, commercial terms, client lists and business methods. This does not apply to information that is public, was already lawfully known, was developed independently, or must be disclosed by law. Each party shares confidential information only with staff and advisers who need it and are bound to keep it confidential. This duty continues for 3 years after our working relationship ends.

19. Intellectual property

Our Quotations, itineraries, descriptions and photographs belong to us or our licensors. You may share them with your clients to sell the trip, including under your own brand, but you must not publish our net prices or use our materials for other purposes without our written consent.

20. Liability and indemnity

• We provide the Services we operate with reasonable care and skill, and arrange Supplier Services with reasonable care.
• We are not responsible for the acts or omissions of Suppliers that we could not reasonably prevent, but we help you pursue any claim against them and pass on any compensation we receive.
• To the extent permitted by law, our total liability for a Booking is limited to the price paid for the affected Services, and we are not liable for indirect or consequential loss, or for loss of profit or business.
• The limit does not apply to death or personal injury caused by our negligence, including in transport we operate; to our gross negligence, wilful misconduct or fraud; or to anything that cannot be limited under Malaysian law.
• We will compensate you for claims, losses and reasonable legal costs arising from our breach of these terms or our negligence, including claims by your Travellers where our responsibility is established.
• You will compensate us for claims, losses and reasonable legal costs arising from your breach of these terms, incorrect information you gave us, or claims by your Travellers about matters that are your responsibility.

21. Supplier failure and insolvency

• If a Supplier fails or becomes insolvent, we tell you as soon as we know, arrange an alternative under section 13 where possible, and help you claim against the Supplier.
• Where we have received your payment for a Service that can no longer be provided and have not yet paid the Supplier, we refund you within 30 days.
• If you become insolvent or cannot pay your debts, we may suspend future Bookings and ask for immediate payment of amounts due.

22. Events outside anyone's control

• Neither party is liable for failing to perform because of events beyond its reasonable control, such as natural disasters, epidemics, war, terrorism, civil unrest, strikes, airport or border closures, or government travel restrictions.
• The affected party tells the other within 48 hours of becoming aware of the event and takes reasonable steps to limit its effects.
• For affected Bookings, we offer alternative arrangements where possible and refund as set out in the Cancellation & Refund Policy.
• If the event lasts more than 30 days, either party may cancel the affected Booking by written notice without further liability, subject to that Policy.

23. Problems and complaints

• If something goes wrong during the trip, Travellers should tell our operations contact, driver or guide straight away, so we can put it right on the spot.
• Complaints after the trip must reach us in writing within 14 days after the last Service, with the booking reference.
• We acknowledge a complaint within 2 business days and give a full response within 10 business days. Payment and invoice questions go to our finance contact, service questions to operations.
• Both parties try to settle any dispute by direct discussion first. If it is not settled within 30 days of a written complaint, either party may go to court (section 27).

24. Anti-money laundering and sanctions

• You confirm that the money you pay us comes from lawful sources and that neither you nor your Travellers are subject to Malaysian or international sanctions.
• We may ask for documents to confirm who is paying and why, including for transfers from abroad, and may refuse or return a payment we cannot verify.
• We may report suspicious transactions to the authorities as the law requires.

25. Travellers' personal data

• We handle personal data under our Privacy Notice and the Personal Data Protection Act 2010.
• When you send us Travellers' details, you confirm that: you are entitled to share them with us; before sharing, you told each Traveller who we are and how their data will be used, including sharing with Suppliers in Malaysia and abroad; you obtained each Traveller's explicit consent to that use and to the transfer of their data outside Malaysia where the trip requires it; and you will give us evidence of that consent if a Traveller or an authority asks.
• Share only the details needed for the Booking. We request passport copies or numbers only when a Supplier or authority needs them, and you must send them only by the secure method we tell you.
• We use Travellers' details only to provide the Booking and meet legal obligations, keep them secure, and delete them as set out in the Privacy Notice.
• You will compensate us for claims, losses and penalties arising from your failure to meet this section.

26. Ending our working relationship

• Either party may end the working relationship by 30 days' written notice. Bookings already confirmed continue under these terms unless both parties agree otherwise.
• We may end it immediately if you seriously breach these terms and do not put the breach right within 14 days of our notice, commit fraud, fail to pay when due, or become insolvent.
• When the relationship ends, you must pay all amounts due. Sections 18 to 20 and 24 to 27 continue to apply.

27. General

• Business contract: you deal with us in the course of your business, so you are not a consumer under the Consumer Protection Act 1999.
• Order of documents: if they conflict, the booking confirmation prevails over the Quotation, and the Quotation over these terms.
• Changes to these terms: we may update these terms. We give 30 days' written notice of changes to payment, cancellation, liability or data protection terms. A Booking is governed by the version in force when we confirmed it.
• Notices: we send notices to the email address you gave us. You must tell us if it changes.
• Language: these terms may be provided in English, Arabic and French. The English version prevails.
• Whole agreement: these terms, the Cancellation & Refund Policy, the Quotation and the booking confirmation are the whole agreement for each Booking.
• Severability and waiver: if a court finds part of these terms invalid, the rest still applies. Not enforcing a right straight away does not waive it.
• Governing law: Malaysian law. The courts of Kuala Lumpur have exclusive jurisdiction.
• Contact: quotes@halatg.com · +60 11-1174 1170 (phone and WhatsApp).

Version 1.0 · Effective [launch date]