Terms & Conditions

1. Introduction

Welcome to Alive Travel & Tours Sdn Bhd (“the Company,” “we,” “us,” or “our”). These Terms and Conditions (“Terms”) systematically govern your procurement, utilization, and booking of our corporate services portfolio. This includes, but is not limited to, group flight logistics, commercial accommodation rentals, corporate event management (MICE), curated tour packages, attraction e-tickets, and comprehensive private transportation services in Malaysia and associated international destinations.

2. Booking and Payment Framework

2.1 Reservations and Corporate Deposits

• All submitted booking inquiries remain strictly subject to live inventory availability, pricing changes, and formal confirmation from the Company's operational units.
• To securely lock an active reservation across any travel or rental line, a non-refundable upfront deposit is mandatory. The exact required deposit margin varies depending on the specific service parameters requested and will be transparently outlined during the initial quotation.
• Full final account balances must be completely settled in accordance with our official corporate timeline rules (e.g., 60 days prior for MICE, 45 days prior for Tour Packages, 30 days prior for Group Flights, and 14 days prior for Accommodation Rentals). Failure to settle balances on time gives the Company the right to cancel bookings and forfeit deposits.

2.2 Payment Infrastructure

All client payments must be executed via direct online bank transfer, telegraphic transfer, or certified bank draft in Malaysian Ringgit (MYR) to our authorized corporate account:

• Bank Name: CIMB Bank
• Account Number: 86 0557462 4
• Account Name: Alive Travel & Tours Sdn Bhd

Any peripheral transaction fees, intermediary bank charges, or transfer levies remain the sole financial responsibility of the Customer. Proof of payment must be immediately submitted via email to alivetraveltourshq@gmail.com or via our official Business WhatsApp Hotline at +60 11-3962 3092 to secure confirmation status.

2.3 Price Adjustments & Taxation

All advertised and quoted rates are subject to change without prior notice due to live market forces beyond our reasonable control, including fluctuations in international currency exchange rates, fuel surcharges, sudden airline tariff changes, or adjustments to Malaysian Service Tax (SST) legislation. The Company reserves the right to adjust client invoicing dynamically prior to receiving full final payment.

3. Cancellations and Refunds Matrix

3.1 Cancellation by the Customer

All official cancellation notices must be formally drafted and submitted in writing by the primary account holder to alivetraveltourshq@gmail.com. Deductions and forfeitures are strictly applied based on our standardized corporate cancellation matrix windows. No refunds, partial credits, or balance roll-overs will be extended for unused schedule elements, voluntary itinerary dropouts, or customer no-shows.

3.2 Cancellation by the Company

The Company preserves the operational right to cancel, modify, or merge bookings due to logical necessities, including insufficient group size thresholds, sudden safety constraints, or supplier failures. In these isolated circumstances, the Company will present equivalent alternative arrangements or execute a complete refund of payments received, completely absolving the Company of supplementary secondary liabilities.

4. Travel Documents and Responsibilities

4.1 Passports, Visas, and Health Mandates

It remains the exclusive personal responsibility of the Customer to ensure that all travelers hold passports with a minimum of six (6) months' validity beyond the intended return date, along with all required entry visas, transit permits, and vaccination certificates. The Company accepts zero liability for travel denials, immigration rejections, or financial damages stemming from invalid documentation.

4.2 Comprehensive Travel Insurance

In accordance with optimal travel management practices, the Company strongly advises all customers to secure a comprehensive personal travel insurance policy. This policy should cover unexpected trip cancellations, medical emergencies, evacuation logistics, luggage losses, and scheduling delays. The Company stands completely insulated from bearing financial or medical liabilities during the execution of your travel itinerary.

5. Service-Specific Terms

5.1 Accommodation Rentals (Short & Long-Term)

All accommodation reservations are simultaneously bound by the internal regulations, house rules, and structural deposit requirements of the target property management or owner. The Company acts as an authorized corporate intermediary and does not accept liability for operational disputes, structural maintenance failures, or utility disruptions originating within the property premises.

5.2 Corporate Event Management (MICE)

For Meetings, Incentives, Conferences, and Exhibitions (MICE), operations are executed strictly against a mutually signed Project Proposal and Service Level Agreement. Any structural modifications, scope extensions, or scheduling updates requested post-signing will automatically generate additional handling charges and tax adjustments.

5.3 Theme Park and Attraction Tickets

All issued physical or digital e-tickets, vouchers, and entry codes are strictly non-refundable, non-exchangeable, and non-transferable. The Company holds no liability for closures, capacity limits, weather disruptions, or altered operating hours executed by the attraction operators.

6. Liability and Disclaimers

6.1 Limitation of Liability

The Company acts cleanly as a licensed agent organizing connections between customers and third-party fulfillment suppliers (e.g., airlines, hotels, transport fleets, tour operators). In compliance with the Consumer Protection Act 1999, the Company is not liable for personal injuries, property damages, logistical delays, unexpected costs, or operational failures triggered by the acts, omissions, or negligence of these independent upstream suppliers.

6.2 Force Majeure

The Company stands entirely indemnified and released from performance failures or scheduling delays caused by Force Majeure events, which includes acts of God, unexpected natural disasters, pandemics, labor strikes, civil unrest, warfare, or sudden federal government travel bans.

7. Complaints and Dispute Resolution

7.1 Immediate Complaint Filing

Any operational discrepancies or dissatisfaction must be instantly flagged to our on-site tour leaders or property managers to allow real-time remediation. Formal written complaints must be filed within seven (7) days of your itinerary or service completion to alivetraveltourshq@gmail.com for compliance tracking.

7.2 Dispute Resolution Framework

In the event of an escalating contractual dispute, both parties agree to exhaust professional, amicable mediation channels before seeking external options. Any litigation, if ultimately necessary, shall be governed under the laws of Malaysia and executed exclusively within the jurisdiction of the civil courts of Malaysia.

8. General Legal Terms

• Amendments: The Company reserves the right to modify or replace these Terms at any time without prior notice. Updated variations take immediate effect upon being published to our digital channels.
• Severability: If any specific clause within this document is deemed unenforceable by a court of law, the remaining clauses shall continue in full force and effect.
• Privacy Integration: All customer data captured during the booking lifecycle is managed under the strict security measures outlined in our official Privacy Policy.