Part of Hala's Booking Terms and Conditions. A quotation or booking confirmation may set different terms for specific services; where it does, those terms apply.
1. How to cancel
Send your cancellation in writing to quotes@halatg.com or by WhatsApp to +60 11-1174 1170, with the booking reference. It takes effect when we receive it, in Malaysia time. We confirm the cancellation and the charges in writing within 1 business day.
2. Which rule applies
- Packages and ground services follow section 3.
- Hotels, flights and tickets follow their own rules (sections 4 to 6), which the Quotation shows for each item.
- Transfers or vehicle hire booked on their own follow section 7.
- Where the Quotation gives a specific rule or date for a Service, that rule applies instead.
3. Packages and ground services
For a package (for example hotels with transfers and tours) and for ground services we operate or arrange, these charges apply to the value of the cancelled Services:
| Written cancellation received | Charge |
|---|---|
| More than 21 days before the Arrival date | None. Full refund, less bank charges and any non-refundable items |
| 15 to 21 days before | 25% |
| 7 to 14 days before | 50% |
| Less than 7 days before, or no-show | 100% |
Items the Quotation marks as non-refundable (sections 4 to 6) are charged in full whenever you cancel, in addition to the charge above on the rest. The Quotation may instead give a single free-cancellation date, for example "full refund for cancellations on or before 22 December 2026".
4. Hotels
Each hotel's cancellation terms apply and are shown in the Quotation. Common examples:
- free cancellation until a stated date, then a charge;
- a charge of one night, or a set number of nights, after a stated date;
- non-refundable, which applies to most peak-date stays (such as Christmas and New Year, school holidays, Eid and Chinese New Year) and to special rates.
Group room blocks follow the hotel's group contract, as stated in the Quotation.
5. Flights
Airline fare rules apply. Once a ticket is issued it is usually non-refundable, and a change costs the airline's penalty plus any fare difference. Taxes may be refundable for unused tickets where the airline allows. If you cancel before we issue the ticket, no flight charge applies.
6. Attraction and event tickets
Tickets are non-refundable once issued, unless the operator refunds us. Where it does, we pass the refund on.
7. Transfers and vehicle hire booked on their own
For Bookings containing only transfers or vehicle hire that we operate:
| Written cancellation received | Charge |
|---|---|
| More than 48 hours before the service | None |
| 24 to 48 hours before | 50% |
| Less than 24 hours before, or no-show | 100% |
8. Groups
- A Group may reduce its numbers by up to 10% without charge until 30 days before the Arrival date. Larger or later reductions are charged as part cancellations under sections 3 to 7.
- Group flight tickets are non-refundable and non-changeable once issued.
- The Quotation for a Group may set an earlier free-cancellation deadline where hotels or airlines require it.
9. No-shows and unused services
| Service | No-show when the Traveller is not there |
|---|---|
| Airport pick-up | 90 minutes after the flight's actual landing time |
| Hotel or other pick-up | 30 minutes after the agreed time |
| Tours and day trips | 30 minutes after the agreed start time |
| Hotels | Not checked in on the arrival date, under the hotel's policy. The hotel may cancel the rest of the stay |
| Tickets and activities | At the start time, unless the ticket says otherwise |
- Before treating a Traveller as a no-show, our driver or team tries to reach the Traveller and you using the contact details you gave us.
- A no-show is charged at 100%. No refund is due for Services not used once travel has started, unless the Supplier refunds us.
- If a no-show was caused by our mistake, we refund the Service in full.
10. Visa refusals
A visa refusal or delay is not a reason for free cancellation. The normal charges apply. We recommend applying early and taking out travel insurance that covers visa refusal.
11. If we cancel
If we must cancel a confirmed Service for a reason within our control, we offer an alternative of the same or a higher standard at no extra cost, or a full refund of what you paid for that Service, with no deduction, as you prefer.
12. Events outside anyone's control
If a Booking cannot go ahead because of an event described in section 22 of the Booking Terms:
- we first offer to move the Booking to new dates where Suppliers allow;
- otherwise we refund everything we recover from Suppliers, and the full price of any Service we operate ourselves that has not been provided; and
- we pass on any credit vouchers Suppliers issue instead of refunds.
13. Refunds
- Refunds go to the bank account the payment came from.
- We pay refunds within 14 business days of confirming the cancellation. Where the refund depends on a Supplier refunding us, we pay within 7 business days of receiving it.
- Bank charges and exchange differences on refunds are borne by you, except when we cancel (section 11) or the refund follows our mistake.
- We do not charge an administration fee for cancellations.
- With your agreement, we can keep a refund as credit for a future Booking instead.