Cancellation & Refund Policy

Last Updated: June 2026

1. Introduction

This Cancellation & Refund Policy ("Policy") explains the conditions applicable to cancellations, refunds, rescheduling, no-shows and other booking-related changes for services booked through Valetra.

Valetra is a brand operated by Travelex Tour Sdn Bhd.

By completing a booking and making payment, the customer acknowledges and agrees to this Policy together with Valetra's Terms & Conditions, the relevant service description, booking confirmation and any service-specific conditions stated at the time of booking.

Where a booking is made through an Online Travel Agency ("OTA"), travel agent, corporate partner or other third-party platform, the cancellation and refund conditions applicable to that booking may be governed by the terms of the respective platform or agreement.

2. General Cancellation Policy

All cancellation requests must be submitted through Valetra's official communication channels.

A cancellation request is not considered completed or accepted merely because the customer has sent a message, email or other request.

A cancellation shall only be considered valid once it has been acknowledged or confirmed by Valetra.

The applicable cancellation period will be calculated based on the confirmed local pickup or departure time stated in the booking.

Refund eligibility depends on the service category, time of cancellation, payment status and any specific conditions applicable to the booking.

3. Standard Transfer Services

This section applies to:

• Airport Transfer;
• Point-to-Point Transfer; and
• Cross-Border Transfer.

3.1 Cancellation More Than 24 Hours Before Pickup

Where a cancellation request is received and acknowledged by Valetra more than 24 hours before the confirmed pickup time, the booking will generally be eligible for a refund.

An approved refund will be subject to a 5% payment and processing fee, which will be deducted from the amount originally paid.

3.2 Cancellation Less Than 24 Hours Before Pickup

Where a cancellation request is received less than 24 hours before the confirmed pickup time, the booking is non-refundable.

This is because the vehicle, chauffeur and operational resources may already have been allocated and reserved specifically for the booking.

3.3 No-Show

A passenger who fails to appear at the confirmed pickup location within the applicable waiting period and cannot be contacted may be classified as a No-Show.

No-Show bookings are non-refundable.

4. Hourly Chauffeur / Car Charter

The following cancellation conditions apply to all Hourly Chauffeur / Car Charter bookings:

• More than 24 hours before pickup: Eligible for refund less a 5% payment and processing fee.
• Less than 24 hours before pickup: Non-refundable.
• No-Show: Non-refundable.

Once the service has commenced, unused hours or kilometres remaining under an Hourly Chauffeur / Car Charter package are not refundable or exchangeable for cash.

Early completion of the journey by the customer does not entitle the customer to a partial refund for unused time or kilometres.

5. Private Tours

The following cancellation conditions apply to Private Tour bookings:

• More than 24 hours before departure: Eligible for refund less a 5% payment and processing fee.
• Less than 24 hours before departure: Non-refundable.
• No-Show: Non-refundable.

Certain Private Tours may include third-party tickets, attraction admission, tourist guide arrangements, accommodation, ferry services or other services purchased in advance on behalf of the customer.

Where such third-party components are non-refundable, the amount already committed or paid to the relevant supplier may be deducted from any refund otherwise payable.

Any such deduction will be communicated to the customer where applicable.

6. Shared Tours & Shared Shuttle Services

All Shared Tour and Shared Shuttle bookings are non-refundable once payment has been completed and the booking has been confirmed, unless otherwise expressly stated in the applicable service conditions.

Shared services operate according to fixed routes, meeting points, reporting times and departure schedules and may involve other passengers.

6.1 Late Arrival

Passengers are responsible for arriving at the designated pickup or meeting point according to the reporting time stated in the booking confirmation or voucher.

Where no separate reporting time is stated, passengers are advised to arrive at least 10 minutes before the confirmed departure time.

Due to the scheduled nature of shared services, the vehicle may not be able to wait for late passengers.

A passenger who misses the scheduled departure due to late arrival may be treated as a No-Show and will not be entitled to a refund, replacement transfer or free rescheduling.

6.2 Missed Outbound Journey

Where a passenger misses the outbound journey of a confirmed round-trip Shared Tour or Shared Shuttle booking, the passenger is responsible for arranging and paying for alternative transportation to the destination.

The passenger may still use the confirmed return journey provided that they arrive at the designated return meeting point before the applicable reporting and departure time.

No partial refund will be provided for the missed outbound journey.

6.3 Missed Return Journey

Where a passenger misses the scheduled return journey, the passenger must arrange and pay for their own alternative transportation.

No refund, replacement transfer or complimentary rescheduling will be provided for the missed return journey.

7. Booking Amendments & Rescheduling

Requests to change the travel date, pickup time, route, destination, vehicle, passenger requirements or other booking details are considered amendments and are subject to availability and approval by Valetra.

An amendment or rescheduling request is not automatically treated as a cancellation.

Where an amendment results in a higher fare, additional distance, additional service time, different vehicle requirement or additional operational cost, the customer will be required to pay the applicable fare difference.

Where a customer requests to reschedule a booking within the non-refundable cancellation period, approval is at Valetra's discretion and subject to chauffeur, vehicle and operational availability.

Approval of one rescheduling request does not create an automatic entitlement to further amendments or refunds.

8. Promotional & Special Rates

Promotional rates, discounted fares, campaign offers, voucher bookings, special packages or other limited-rate products may carry separate cancellation and refund conditions.

Where a promotional offer is stated as non-refundable, non-cancellable or non-changeable, the specific promotional condition shall apply to that booking.

Customers are advised to review the applicable promotional conditions before completing payment.

9. Flight Delays

For airport pickup bookings where a valid and accurate flight number has been provided, Valetra will make reasonable efforts to monitor the flight arrival status and adjust the pickup arrangement for genuine flight delays.

A flight delay by itself will not normally be treated as a customer cancellation.

Customers must ensure that the correct flight number, travel date and airport information are provided during booking.

Valetra cannot guarantee automatic adjustment where the flight information provided is incorrect, incomplete, unavailable or changed without notification.

10. Flight Cancellation

Customers should notify Valetra as soon as reasonably possible if their flight has been cancelled.

Where sufficient notice is provided, Valetra may offer rescheduling or other reasonable arrangements subject to operational availability.

Any refund request arising from a flight cancellation remains subject to the cancellation conditions applicable to the original booking unless otherwise approved by Valetra.

Valetra may request reasonable supporting information confirming the flight cancellation before considering any exceptional arrangement.

11. Immigration, Visa & Entry Requirements

Customers and passengers are solely responsible for ensuring that they possess all documents and permissions required to travel.

This may include:

• A valid passport;
• A valid visa or entry permission, where required;
• Singapore Arrival Card requirements;
• Malaysia Digital Arrival Card (MDAC) requirements;
• Customs or immigration declarations; and
• Any other documentation required by the relevant authorities.

No refund will be provided where a passenger is denied entry, refused immigration clearance, delayed or unable to travel due to invalid, incomplete or insufficient travel documentation or failure to satisfy applicable entry requirements.

Valetra has no authority over immigration, customs or border-control decisions.

12. Cancellation by Valetra

In the uncommon event that Valetra is unable to fulfil a confirmed booking for reasons within Valetra's reasonable operational control, Valetra may, depending on the circumstances:

• Provide a replacement or alternative vehicle;
• Arrange an approved transport partner;
• Offer an alternative departure time or service arrangement;
• Offer rescheduling; or
• Provide an appropriate refund for the affected service.

Where Valetra cancels a service and no reasonable alternative arrangement can be provided or accepted, the customer will generally be entitled to a refund of the amount paid for the affected service.

A cancellation by Valetra shall not include situations where the service cannot proceed due to circumstances caused by the customer or passenger, including incorrect booking information, missing travel documents, prohibited behaviour or failure to appear at the confirmed pickup point.

13. Vehicle or Chauffeur Changes

A change of chauffeur, vehicle registration number, vehicle colour or vehicle model within an appropriate service category does not constitute a cancellation of the booking.

Where necessary for operational, maintenance, safety or regulatory reasons, Valetra may substitute the originally assigned vehicle or chauffeur.

Where reasonably possible, any replacement vehicle will be suitable for the confirmed passenger and luggage requirements and will be of an equivalent or higher suitable category.

Such operational substitutions do not normally create an entitlement to a refund where the confirmed transportation service can still be reasonably fulfilled.

14. Force Majeure & Events Beyond Our Control

A refund may not be available where a service is delayed, disrupted, rescheduled or unable to operate due to circumstances beyond Valetra's reasonable control.

Such circumstances may include:

• Severe weather;
• Flooding or natural disasters;
• Major road closures;
• Traffic accidents or extraordinary congestion;
• Immigration or border congestion;
• Border closures;
• Government actions or regulatory restrictions;
• Security incidents;
• Public emergencies;
• Strikes or civil disturbances;
• Infrastructure disruption; or
• Other circumstances that could not reasonably have been prevented or controlled.

In such circumstances, Valetra will make reasonable efforts to provide an alternative arrangement, reschedule the service or otherwise assist the affected customer where operationally possible.

Any refund or credit offered in such circumstances will be assessed according to the nature of the disruption, costs already incurred and applicable law.

15. Duplicate or Incorrect Payment

Where a customer believes that the same booking has been charged more than once or that an incorrect payment amount has been processed, the customer should contact Valetra as soon as reasonably possible.

Valetra will review the relevant transaction records and, where a duplicate or incorrect charge is verified, arrange an appropriate refund or adjustment.

Valetra may request reasonable information or payment evidence to verify the transaction.

16. Refund Currency

Prices on the Valetra website may be displayed in MYR, SGD or USD for customer convenience.

However, all Valetra bookings, payments and settlements are ultimately processed in Malaysian Ringgit (MYR).

Accordingly, approved refunds will be calculated and processed based on the MYR amount recorded for the original transaction.

Where the customer originally viewed the booking price in SGD or USD, the equivalent amount received after refund may differ from the amount originally displayed due to changes in foreign exchange rates.

Valetra is not responsible for foreign exchange differences, currency conversion fees, card issuer charges or bank charges independently imposed by the customer's bank, card issuer or payment provider.

17. Refund Processing

Once a refund has been approved by Valetra, the refund will normally be processed using the original payment method wherever reasonably possible.

Estimated processing times are as follows:

• Bank Transfer: approximately 3–7 working days;
• Credit Card: approximately 7–21 working days;
• Debit Card: approximately 7–21 working days;
• HitPay / PayNow or other supported payment methods: subject to the processing timeline of the relevant bank or payment provider.

The above timelines are estimates only. Once Valetra has successfully submitted or processed a refund, the time required for the amount to appear in the customer's account may depend on the customer's bank, card issuer, payment provider, weekends, public holidays and banking processing schedules.

Valetra does not control processing times imposed by third-party financial institutions after a refund has been successfully initiated.

18. Refund Processing Fee

Where this Policy provides for a refund subject to a 5% payment and processing fee, the applicable amount will be deducted from the total amount eligible for refund.

The deduction reflects payment processing, transaction handling and administrative costs associated with the booking and refund process.

No processing fee will normally be deducted where Valetra cancels a confirmed service for reasons within Valetra's reasonable control and no alternative service can be provided, unless otherwise permitted by applicable law or agreed with the customer.

19. Partially Used Services

Once a transportation, tour, chauffeur or other service has commenced, the booking will generally be treated as used.

No partial refund will normally be provided where the customer voluntarily:

• Ends the journey early;
• Chooses not to complete the booked itinerary;
• Does not use all included stops;
• Does not use all booked hours or kilometres;
• Does not use part of a round-trip service; or
• Chooses not to use another included component of the confirmed service.

This does not affect any rights that cannot lawfully be excluded under applicable law.

20. Online Travel Agency & Third-Party Bookings

Where a booking has been made through an Online Travel Agency ("OTA"), marketplace, travel agent or other third-party platform, the customer should normally submit cancellation, amendment and refund requests through the same platform used to make the original booking.

Refund eligibility, cancellation deadlines and processing procedures may differ from Valetra's direct-booking Policy where separate terms have been agreed with the relevant platform.

Valetra cannot directly refund an amount collected and retained by a third-party platform unless the applicable commercial and payment arrangement allows Valetra to do so.

21. Refund Review & Supporting Information

Valetra may request reasonable supporting information before approving a cancellation or refund request.

This may include:

• Booking reference number;
• Customer or passenger name;
• Proof of payment;
• Flight cancellation information;
• Supporting correspondence; or
• Other information reasonably required to review the request.

Providing supporting information does not automatically guarantee that a refund will be approved.

Each request will be assessed according to this Policy, the applicable booking conditions and the circumstances of the relevant service.

22. Exceptional Circumstances

Valetra may, at its discretion and where reasonably appropriate, consider exceptional circumstances not specifically addressed in this Policy.

Any goodwill refund, travel credit, rescheduling or other exception offered in one particular case does not create an obligation for Valetra to provide the same exception for other bookings or future circumstances.

Nothing in this section limits any mandatory customer right available under applicable law.

23. Changes to This Policy

Valetra may amend this Cancellation & Refund Policy from time to time to reflect changes in services, operating procedures, payment arrangements, legal requirements or business practices.

The latest applicable version will be published on the official Valetra website.

24. Governing Terms

This Policy forms part of Valetra's Terms & Conditions.

Where a service has specific cancellation or refund conditions clearly disclosed before booking, those service-specific conditions shall apply together with this Policy.

Nothing in this Policy is intended to exclude or restrict any customer right that cannot lawfully be excluded under applicable Malaysian law.

25. Contact Us

Cancellation, amendment and refund requests should be submitted through Valetra's official customer support channels.

Valetra
Operated by Travelex Tour Sdn Bhd

Email: [email protected]
WhatsApp / Customer Support: +60 11-1116 6800
Customer Support: 24 Hours