Payment, Discount & Cancellation Policy | Alive Travel & Tours

PAYMENT POLICY: Discount, Payment & Cancellation

Alive Travel & Tours Sdn Bhd • Version 2.0 • Updated for Fiscal Year 2026

🇲🇾 Visit Malaysia Year 2026 Notice: Under the Malaysian Budget 2026 provisions, individual local tax residents can claim up to RM1,000 in personal income tax relief for eligible domestic tourism attraction tickets, theme parks, and certified cultural itineraries booked through licensed operators like Alive Travel & Tours Sdn Bhd. Ensure your official receipts are securely preserved.

1. Payment Policy

General Payment Terms

All invoicing and transactions handled by Alive Travel & Tours Sdn Bhd are denominated and settled in Malaysian Ringgit (MYR) unless alternate foreign currency parameters are strictly explicitly detailed in writing. Payments must be processed through our official secure channel:

Bank Name: CIMB Bank
Account Name: Alive Travel & Tours Sdn Bhd

To ensure a clear accounting audit trail and avoid processing delays, a soft copy of your transaction slip or payment confirmation must be submitted promptly via email to alivetraveltourshq@gmail.com or shared via our verified Business Hotline on WhatsApp at +60 11-3962 3092.

Deposit Requirements

A non-refundable deposit is required at the initial phase to secure reservations across our business portfolio. This covers:

Group Flight Tickets & Block Bookings
Long/Short-Term Accommodation Rentals (Condominiums, Houses, Luxury Apartments)
Corporate Event Management (MICE — Meetings, Incentives, Conferences, Exhibitions)
Inbound/Outbound Tour Packages & Theme Park E-Tickets
Private Fleet Logistics & Transport Services

The explicit required deposit margin fluctuates based on third-party supply chain conditions and will be formally presented during your quotation or checkout process.

Full Payment Deadlines

To guarantee operational fulfillment, balances must be completely settled within the strict timelines below:

Group Flight Tickets: Full settlement required no less than thirty (30) days prior to the schedule departure date.
Accommodation Rentals: Full upfront balances must be paid fourteen (14) days prior to the verified check-in date.
Event Management (MICE): Full contractual accounts must be paid sixty (60) days prior to the official event launch.
Tour Packages & E-Tickets: Settlement required forty-five (45) days before the itinerary commencement.
Transport Logistics: Full payment required seven (7) days prior to the dispatch service date.

Risk Clause: Failure to complete account settlements by the prescribed deadlines grants the Agent the automatic legal right to terminate the tentative booking, risking structural deposit forfeitures.

Installment Facility Plans

Structured installment timelines may be extended for selective high-value packages or corporate projects upon written review. All customized installment milestones must be legally acknowledged in writing and fully concluded prior to the standard final deadline thresholds.

2. Discount Policy

Early Bird Incentives

Alive Travel & Tours Sdn Bhd provides optimized early bird tiers for bookings confirmed ahead of schedule, organized as follows:

Group Flight Bookings: 5% standard rate discount for allocations locked 90 days before departure.
Curated Tour Packages: 10% rate reduction on ground arrangements locked 120 days before departure.
Event Management (MICE): 7% corporate discount for contracts fully endorsed 180 days before the setup date.

Group Volume Discounts

Special institutional pricing breaks are systematically applied to group bookings keeping a minimum headcount of ten (10) active participants:

Group Flights & Scheduled Tours: 3% to 5% pricing reduction scaled per capita.
Accommodation Room Blocks: 10% flat contractual markdown for corporate blocks exceeding fifteen (15) rooms simultaneously.

Client Loyalty Program

To honor our returning clients, repeat accounts qualify for sequential loyalty markdowns:

5% reduction applicable on the second individual booking.
10% optimization applied on the third booking and all subsequent corporate registrations.

3. Cancellation & Refund Matrix

All notices of reservation cancellation must be explicitly logged in writing via email at alivetraveltourshq@gmail.com. Verifiable refunds, when cleared for approval, are processed through banking channels within fourteen (14) business days.

Refund Schedules Matrix

Service Line Category	Cancellation Timeline Window	Contractual Refundable Percentage
Group Flight Tickets	Greater than 60 days prior to departure	80% of total payment balance
	Between 30 and 60 days prior	50% of total payment balance
	Less than 30 days prior	0% (Strictly Non-refundable)
Accommodation Rentals	Greater than 30 days prior to check-in	100% of total payment balance
	Between 14 and 30 days prior	50% of total payment balance
	Less than 14 days prior	0% (Strictly Non-refundable)
Event Management (MICE)	Greater than 90 days prior to event	100% of total payment balance
	Between 60 and 90 days prior	70% of total payment balance
	Less than 60 days prior	0% (Strictly Non-refundable)
Tour Packages & E-Tickets	Greater than 60 days prior to start	100% of total payment balance
	Between 30 and 60 days prior	50% of total payment balance
	Less than 30 days prior	0% (Strictly Non-refundable)
Transport Logistics	Greater than 7 days prior to dispatch	100% of total payment balance
	Between 3 and 7 days prior	50% of total payment balance
	Less than 3 days prior	0% (Strictly Non-refundable)

Force Majeure Indemnity

In occurrences dictated by extreme external events—including but not absolute to government travel restrictions, certified natural disasters, unexpected regional acts of God, or declared healthcare emergencies—clients will receive access to flexible rescheduling avenues or full protective credit vouchers without admin penalties, subject to upstream principal supplier clearance.

4. Modification & Amendment Policy

Date Change Fees

Adjustments requested regarding confirmed operation dates remain strictly subject to direct ecosystem availability and carry structural handling charges:

Group Flight Adjustments: RM 100 handling fee per capita for changes filed 30 days prior.
Tour Package Adjustments: RM 150 handling fee per capita for changes filed 45 days prior.
Accommodation Bookings: RM 50 structural fee per instance for amendments made 14 days prior.

Service Tier Upgrades

Upgrades to premium travel tiers (e.g., higher flight cabin class, larger vehicle class, premium suites) are facilitated smoothly, requiring only the fulfillment of the direct live market pricing differential and applicable statutory service taxes.

5. Legal Disclaimer

This operational framework is governed directly under the statutory laws of Malaysia. Alive Travel & Tours Sdn Bhd preserves the legal authority to revise, adjust, or modernize these policy terms to align smoothly with national fiscal parameters or SST amendments. Executing any transactional payment down payment signifies a full, binding acknowledgment and agreement to all terms outlined above.