Last Updated: June 2026

Privacy Policy & Personal Data Protection Notice

1. Introduction

Valetra ("Valetra", "we", "our" or "us") is a brand operated by Travelex Tour Sdn Bhd.

We respect your privacy and are committed to protecting personal data entrusted to us in accordance with the Personal Data Protection Act 2010 [Act 709] ("PDPA"), as amended from time to time, and other applicable data protection requirements in Malaysia.

This Privacy Policy & Personal Data Protection Notice ("Privacy Notice") explains how we collect, use, process, store, disclose, transfer and protect personal data when you access or use the Valetra website, booking platform, customer account, mobile or digital services, customer support channels, transportation services, tours or other services provided through Valetra.

This Privacy Notice also explains the choices and rights available to you in relation to your personal data.

Where consent is required for a particular processing activity, Valetra will obtain such consent in accordance with applicable law.

2. Data Controller

For the purposes of the PDPA, the data controller responsible for the personal data described in this Privacy Notice is:

Travelex Tour Sdn Bhd
Company Registration No.: 201901004800
Operating Brand: Valetra
Personal Data Protection Registration No.: TA-SB07012025-00090

3. Personal Data We May Collect

The personal data collected by Valetra will depend on your interaction with us and the service you request.

We may collect the following categories of personal data:

3.1 Identity Information

• Full name;
• Nationality;
• Passport information, where reasonably required;
• Identification information, where reasonably required; and
• Other information necessary to identify a passenger or customer.

3.2 Contact Information

• Mobile or telephone number;
• Email address;
• Residential or business address, where required;
• Emergency contact information, where voluntarily provided; and
• Communication preferences.

3.3 Booking & Travel Information

• Booking reference;
• Pickup and drop-off locations;
• Travel dates and pickup times;
• Flight information;
• Passenger count;
• Passenger names, where required;
• Luggage information;
• Vehicle selection;
• Tour itinerary;
• Special service requests;
• Travel preferences; and
• Booking and service history.

3.4 Payment & Transaction Information

We may process information including:

• Payment method;
• Transaction reference;
• Payment status;
• Amount paid or refunded;
• Billing information; and
• Other transaction-related information.

Payment transactions may be processed through authorised third-party payment providers and financial institutions.

Valetra does not intentionally store complete payment card credentials such as full card numbers, security codes or card authentication information on its own booking servers where those credentials are processed directly by an authorised payment service provider.

Certain payment or financial information may be subject to additional protection under applicable data protection requirements.

3.5 Customer Service & Communication Information

When you communicate with Valetra, we may retain information including:

• Email correspondence;
• WhatsApp or messaging communications;
• Customer support requests;
• Complaints and feedback;
• Booking amendment requests; and
• Other communications relating to our services.

3.6 Technical & Website Information

When you access the Valetra website or digital services, certain technical information may be collected automatically, including:

• IP address;
• Browser type;
• Device type;
• Operating system;
• Website pages visited;
• Referral source;
• Approximate geographic information derived from technical data;
• Website interaction information; and
• Cookie or similar technology identifiers.

4. Sources of Personal Data

Personal data processed by Valetra may be obtained from several sources, including:

• Directly from you;
• Through the Valetra website or booking platform;
• Through customer enquiries, WhatsApp, email or telephone communications;
• From another person making a booking on your behalf;
• From corporate customers or authorised business partners;
• From travel agents and Online Travel Agencies ("OTAs");
• From approved transportation or operational partners;
• From payment providers and financial institutions;
• From website analytics and advertising technologies; and
• From other sources permitted under applicable law.

Where you provide personal data relating to another passenger or individual, you are responsible for ensuring that you are authorised to provide such information to Valetra and, where required, that the individual has been informed of this Privacy Notice.

5. Required & Optional Information

Certain personal data is required in order for Valetra to process and fulfil a booking.

Information identified as mandatory during the booking or service process must be provided where it is reasonably necessary for Valetra to:

• Process a booking;
• Arrange transportation;
• Assign a suitable vehicle or chauffeur;
• Process payment;
• Meet regulatory requirements; or
• Provide the requested service.

Where required information is not provided, Valetra may be unable to process or fulfil the relevant booking or service.

Information that is not required for service fulfilment may be provided voluntarily.

6. How We Use Personal Data

Valetra may process personal data for purposes including:

6.1 Booking & Service Delivery

• Creating and managing bookings;
• Providing quotations;
• Confirming reservations;
• Coordinating transportation services;
• Assigning chauffeurs and vehicles;
• Managing airport transfers;
• Managing cross-border transportation;
• Managing tours and shared services;
• Managing corporate transportation arrangements; and
• Providing services requested by customers.

6.2 Customer Support

• Responding to enquiries;
• Providing booking assistance;
• Processing amendments;
• Managing cancellations and refunds;
• Handling complaints;
• Investigating service issues; and
• Managing service disruptions.

6.3 Operational Communications

We may use your contact information to send:

• Booking confirmations;
• Payment confirmations;
• Pickup instructions;
• Departure reminders;
• Chauffeur and vehicle information;
• Travel reminders;
• Booking amendment notifications;
• Service disruption notifications; and
• Other important information relating to an active booking.

6.4 Payment, Accounting & Administration

• Processing and verifying payments;
• Processing approved refunds;
• Accounting and financial record keeping;
• Auditing;
• Internal reporting;
• Tax and regulatory compliance;
• Fraud detection and prevention; and
• Managing disputes and chargebacks.

6.5 Safety, Security & Compliance

Personal data may also be processed to:

• Protect customers, passengers, chauffeurs and staff;
• Maintain the security of our systems and services;
• Prevent fraud, misuse or unauthorised activity;
• Investigate incidents;
• Comply with legal or regulatory obligations; and
• Respond to lawful requests from competent authorities.

6.6 Service Improvement & Analytics

We may use appropriate data to:

• Improve our website and booking platform;
• Understand service performance;
• Analyse customer interactions;
• Improve operational efficiency;
• Develop new services and features; and
• Measure the effectiveness of our marketing activities.

7. Marketing Communications

Where permitted by applicable law and subject to your marketing preferences or consent where required, Valetra may send communications regarding:

• Promotional offers;
• Discount campaigns;
• New services;
• Travel-related content;
• Product announcements;
• Newsletters; and
• Other Valetra marketing communications.

You may withdraw your consent or opt out of direct marketing communications at any time by using the unsubscribe function provided in the relevant communication or by contacting Valetra.

Opting out of marketing communications will not prevent Valetra from sending necessary operational communications relating to an active or completed booking, payment, refund, service issue or other transactional matter.

8. Disclosure of Personal Data

Valetra does not sell your personal data.

We may disclose or provide access to personal data only where reasonably necessary for the purposes described in this Privacy Notice or where permitted or required by law.

8.1 Chauffeurs & Operational Personnel

Relevant booking information may be provided to authorised personnel including:

• Assigned chauffeurs;
• Operations personnel;
• Dispatch personnel;
• Customer support personnel; and
• Other authorised employees involved in service fulfilment.

Only information reasonably necessary to perform or manage the service should be made available to such personnel.

8.2 Transportation & Service Partners

Where operationally required, relevant personal data may be shared with:

• Approved transportation partners;
• Authorised subcontractors;
• Affiliated operators;
• Tourist guides;
• Tour or activity providers; and
• Other service providers required to fulfil the booking.

8.3 Payment & Financial Service Providers

Relevant transaction information may be processed or shared with authorised organisations including:

• Payment gateways;
• HitPay or other authorised payment providers;
• Banks and financial institutions;
• Card networks where applicable; and
• Payment fraud and security providers.

These organisations may process personal data according to their own applicable privacy notices and regulatory obligations.

8.4 Online Travel Agencies & Travel Partners

Where a booking is made through an OTA, travel agent, corporate customer or another authorised booking partner, relevant information may be exchanged with the applicable partner for:

• Booking fulfilment;
• Passenger verification;
• Operational coordination;
• Amendments and cancellations;
• Customer service;
• Refund processing; and
• Dispute resolution.

8.5 Technology & Professional Service Providers

Valetra may use authorised service providers for:

• Website hosting;
• Cloud infrastructure;
• Software and booking systems;
• Email and communication services;
• Analytics;
• Cybersecurity;
• Accounting;
• Auditing;
• Legal services; and
• Other legitimate business support functions.

8.6 Government & Regulatory Authorities

Valetra may disclose personal data where reasonably necessary or legally required to:

• Law enforcement agencies;
• Courts or tribunals;
• Government agencies;
• Regulatory authorities;
• Immigration or customs authorities, where applicable; or
• Other competent authorities authorised by law.

9. Cross-Border Personal Data Transfers

Valetra provides services that may involve Malaysia, Singapore and other destinations and may engage technology, payment, operational or service providers located outside Malaysia.

As a result, personal data may in certain circumstances be transferred, accessed, stored or processed outside Malaysia for specific purposes including:

• Fulfilling an international or cross-border booking;
• Coordinating transportation services;
• Using authorised cloud or technology infrastructure;
• Processing payments;
• Working with international booking partners; or
• Providing other services requested by the customer.

Where personal data is transferred outside Malaysia, Valetra will take reasonable steps to ensure that the transfer is carried out in accordance with the PDPA and applicable requirements relating to cross-border personal data transfers.

10. Cookies & Similar Technologies

Valetra may use cookies and similar technologies to operate and improve the website and understand how customers interact with our digital services.

These technologies may be used to:

• Enable essential website functions;
• Maintain website security;
• Remember customer preferences;
• Analyse website traffic and performance;
• Measure advertising effectiveness;
• Measure booking conversions; and
• Improve customer experience.

Third-party technologies used by Valetra may include:

• Google Analytics;
• Google advertising or conversion measurement technologies;
• Meta Pixel; and
• Other authorised analytics or advertising technologies.

Non-essential cookies or similar technologies will be managed in accordance with applicable consent requirements and the preferences made available through the website where applicable.

Customers may also manage certain cookies through their browser settings. Disabling essential cookies may affect the operation of some website features.

11. Data Retention

Valetra will retain personal data only for as long as reasonably necessary for the purposes for which the information was collected or as required for legitimate operational, contractual, accounting, audit, legal or regulatory purposes.

Different categories of personal data may be subject to different retention periods depending on the nature of the information and applicable requirements.

When personal data is no longer reasonably required, Valetra will take appropriate steps to securely delete, destroy or anonymise the information, subject to applicable legal or regulatory retention requirements.

12. Data Accuracy

Valetra takes reasonable steps to ensure that personal data used in connection with our services is accurate, complete and up to date where necessary.

Customers are responsible for providing accurate information and should notify Valetra as soon as reasonably possible if important booking or personal information changes.

13. Data Security

Valetra implements reasonable physical, administrative, organisational and technical measures designed to protect personal data from:

• Unauthorised access;
• Unauthorised disclosure;
• Loss;
• Misuse;
• Alteration;
• Destruction; and
• Other unauthorised processing.

Security measures may include access controls, system permissions, password controls, security monitoring, restricted employee access and other appropriate safeguards.

However, no internet transmission, electronic system or data storage method can be guaranteed to be completely secure.

14. Personal Data Breaches

Valetra maintains procedures to identify, assess, respond to and manage suspected or confirmed personal data breaches.

Where a personal data breach is subject to notification requirements under applicable law, Valetra will notify the Personal Data Protection Commissioner and/or affected individuals as required.

Valetra may also take appropriate remedial measures to reduce the potential impact of a personal data breach and prevent recurrence.

15. Your Rights

Subject to the PDPA, applicable legal requirements and any permitted limitations or exceptions, you may have the right to:

• Request access to personal data held about you;
• Request correction of inaccurate, incomplete or outdated personal data;
• Withdraw consent where processing is based on your consent;
• Request that Valetra stop or limit certain direct marketing activities;
• Make enquiries regarding how your personal data is processed; and
• Exercise any other rights available under applicable data protection law.

Certain requests may be subject to identity verification, applicable legal requirements, permitted exemptions and reasonable administrative procedures.

Withdrawal of consent does not affect processing that was lawfully carried out before the withdrawal and may affect Valetra's ability to provide certain services where the relevant personal data is required to perform the service.

16. Children's & Minor Passengers' Data

Valetra's booking services are intended to be arranged by adults or authorised organisations.

Where a transportation or travel booking includes a child or minor passenger, any personal data reasonably required for that passenger should be provided by a parent, legal guardian or other authorised adult.

Valetra will only process such information where reasonably necessary to provide the relevant service or comply with applicable requirements.

17. Third-Party Websites & Services

The Valetra website or communications may contain links to websites, payment services, travel platforms or other services operated by third parties.

Those third parties may operate under their own privacy policies and terms. Valetra is not responsible for the privacy practices of independent third parties where Valetra does not control their processing activities.

Customers are encouraged to review the privacy information provided by any third-party service they choose to use.

18. Business Transfers & Corporate Changes

Where Valetra or Travelex Tour Sdn Bhd undergoes a legitimate corporate restructuring, merger, acquisition, investment, business transfer or similar transaction, relevant personal data may be disclosed or transferred as part of that process where permitted by applicable law.

Appropriate measures will be taken to protect personal data throughout any such transaction.

19. Changes to this Privacy Notice

Valetra may update this Privacy Notice from time to time to reflect changes in our services, technology, operating procedures or applicable legal and regulatory requirements.

The latest version will be published on the official Valetra website together with the applicable "Last Updated" date.

Where reasonably appropriate, material changes affecting the processing of personal data may also be communicated through relevant customer communication channels.

20. Contact & Personal Data Requests

If you have questions about this Privacy Notice, wish to exercise your rights, request access or correction, withdraw marketing consent or raise a concern relating to personal data, please contact:

Valetra
Operated by Travelex Tour Sdn Bhd
Personal Data Protection Registration No.: TA-SB07012025-00090

Website: www.valetravip.com
Email: [email protected]
WhatsApp / Customer Support: +60 11-1116 6800
Customer Support: 7:00 - 22:00

21. Related Policies

This Privacy Notice should be read together with Valetra's:

• Terms & Conditions
• Cancellation & Refund Policy