Email: tours@telangusan.comPhone: +60 82 415 588Mobile / WhatsApp: +60 11 1198 7767
Telang Usan Travel & Tours

Terms & Conditions

Telang Usan Travel & Tours – Terms and Conditions

The following sets out the Terms and Conditions governing all tours, transport arrangements, travel-related services, and products provided by Telang Usan Travel & Tours (hereinafter referred to as "the Company").

By making a booking with the Company, the Client confirms that they have read, understood, and agreed to be bound by these Terms and Conditions.

For the purposes of this document, the term "Client" refers collectively to the person making the booking and all persons included in the booking.

Formation of Contract

  • A contract shall be deemed to have been formed once the Company issues a written invoice and receives the required payment.
  • The person submitting the booking represents and warrants that they have the authority to act on behalf of all travellers named in the booking.
  • This contract shall be governed by and construed in accordance with the laws of Malaysia, and any disputes shall be subject to the jurisdiction of the Malaysian courts.

Rates, Validity, and Inclusions

  • All rates quoted are nett and calculated per person on a Seat-in-Coach basis, with a minimum requirement of two (2) adults per tour/transport service unless otherwise stated.
  • Children aged 2–11 years are eligible for discounted rates, as specified in the applicable tour offers.
  • An infant is defined as a child below 2 years of age. Tours and transfers for infants are complimentary unless otherwise stated.
  • Prices are subject to change due to government tax revisions, availability, fuel adjustments, currency fluctuations, or supplier revisions prior to booking confirmation.

Booking Requirements

  • Clients are required to provide accurate and complete information at the time of booking, including travel dates, participant details, and any special requirements.
  • Any special requests must be submitted in writing and are subject to availability. The Company does not guarantee that all requests can be fulfilled.

Payment Terms

  • Full prepayment is required to confirm all bookings unless otherwise agreed in writing.
  • All bank charges, credit card fees, or transaction costs shall be borne by the Client.

Amendments

  • Any request for amendments must be made in writing and is subject to availability and supplier approval.
  • Additional charges may apply for amendments made after confirmation.

Cancellation Policy – Tours and Transfers

  • Cancellation charges shall be applied based on the date written notice is received by the Company:
    • More than 31 days prior to arrival – 25% cancellation fee of the cancelled component
    • 30 days or less prior to arrival – 50% cancellation fee
    • 14 days or less prior to arrival – 100% cancellation fee
    • No-show – 100% of the total tour cost
  • Cancellation charges imposed by third-party suppliers shall be passed on to the Client. Third-party suppliers reserve the right to impose cancellation charges that differ from the above policy.
  • Where third-party supplier cancellation charges differ from the Company's Terms and Conditions, the applicable cancellation charges will be clearly stated in the invoice and deemed accepted upon confirmation of booking.
  • Refunds, where applicable, will be processed within approximately 14–30 working days.
  • All transaction costs (bank charges) shall be borne by the Client.

Accommodation and Supplier-Specific Conditions

  • Certain accommodations, particularly those located within national parks or protected areas, may require full non-refundable payment upon confirmation.
  • The Client agrees to bear all cancellation or amendment charges imposed by third-party suppliers.

Passports, Visas, and Travel Documentation

  • Clients are solely responsible for ensuring that they possess valid passports, visas, permits, and other required travel documentation.
  • Passports must generally be valid for a minimum of six (6) months beyond the travel period.
  • The Company shall not be responsible for denied entry, delays, or losses arising from insufficient travel documentation.

Health, Safety, and Assumption of Risk

  • Clients are responsible for ensuring that they are physically and medically fit to participate in the booked activities.
  • Some tours involve elements of adventure and exposure to natural environments. Participation is undertaken at the Client's own risk.
  • The Company shall not be liable for incidents arising from pre-existing medical conditions not disclosed at the time of booking.

Travel Insurance

  • Clients are strongly advised to obtain comprehensive travel insurance covering medical expenses, trip cancellation, personal accidents, and damage/loss of personal belongings.

Behaviour and Tour Participation

  • Clients are expected to conduct themselves in a respectful and responsible manner.
  • The Company reserves the right to deny service/remove any participant whose behaviour is deemed disruptive, unsafe or inappropriate, without entitlement to refund.

Changes to Itinerary

  • The Company reserves the right to alter itineraries, routes, schedules, transportation, or accommodation where necessary due to operational, safety, or external factors.
  • Such changes shall not constitute grounds for compensation.
  • In such cases, reasonable efforts shall be made to reschedule the services or provide alternative services of similar characteristics, subject to supplier policies.

Force Majeure

  • The Company shall not be liable for failure or delay in performance resulting from circumstances beyond its reasonable control, including but not limited to natural disasters, adverse weather conditions, pandemics, political unrest, or transport disruptions.
  • In such cases, reasonable efforts shall be made to reschedule the services or provide alternative services of similar characteristics, subject to supplier policies.

Third-Party Service Providers

  • The Company acts as an intermediary in arranging services provided by independent third-party suppliers.
  • The Company shall not be liable for the acts, omissions, or negligence of such third-party suppliers.

Limitation of Liability

  • The Company shall not be liable for any loss, injury, delay, inconvenience, or damage not caused by its direct negligence.
  • Clients participate in all tours and activities at their own discretion and risk.

Personal Belongings

  • The Company accepts no responsibility for loss, theft, or damage to personal belongings during the tour.

Photography and Promotional Use

  • The Company may use photographs or videos taken during tours for promotional purposes unless the Client submits a written objection prior to the tour.

Complaints and Claims

  • Any complaint must be raised with the tour representative during the tour to allow immediate resolution.
  • If unresolved, complaints must be submitted in writing within thirty (30) days from the completion of the tour.

Privacy and Data Protection

  • Personal data collected will be used solely for booking administration, tour operations, and related communications.
  • Such information may be shared with relevant suppliers for operational purposes.

Revision of Terms and Conditions

  • The Company reserves the right to amend these Terms and Conditions at any time. The latest version shall supersede all previous versions.

By confirming a booking, the Client acknowledges acceptance of these Terms and Conditions.

Telang Usan Travel & Tours (Sarawak) Sdn. Bhd.
Registration No. 60725-U
Ground floor, Lot 340-345, Ban Hock Road, 93100 Kuching, Sarawak, Malaysia
Email: tours@telangusan.com
Phone: +60 82 415 588