Valetra B2B Platform Terms & Conditions
Effective Date: [To be confirmed]
Registration note: Valetra's full registered company name, company registration number, registered address and official contact details must be inserted after the new company is incorporated.
These Terms & Conditions ("T&C") govern access to and use of the Valetra B2B Platform and all Bookings and Services made by an approved B2B Partner through the Platform.
By accessing the Platform, making a Booking or accepting these T&C electronically, the Partner confirms that it has read, understood and agreed to be bound by these T&C.
These T&C shall be read together with any Valetra B2B Partner Agreement entered into with the Partner.
1. DEFINITIONS
1.1 "Account" means the Partner's registered account on the Platform.
1.2 "Authorised User" means an employee or representative expressly authorised by the Partner to access and use the Account.
1.3 "Booking" means a reservation submitted by the Partner and accepted or confirmed by Valetra.
1.4 "Booking Confirmation" means the confirmation issued by Valetra containing the Booking details and applicable conditions.
1.5 "Business Day" means a day other than a Saturday, Sunday or public holiday in Johor, Malaysia.
1.6 "Credit Facility" means a postpaid or monthly billing facility expressly approved by Valetra in writing.
1.7 "Credit Limit" means the maximum credit exposure approved by Valetra for the Partner.
1.8 "Customer" means the passenger, guest, traveller or end customer for whom the Partner makes a Booking.
1.9 "Net Rate" means the confidential B2B resale rate made available by Valetra to the Partner.
1.10 "Partner" means an approved hotel, travel agency, tour operator, corporate travel company or other business authorised to use the Platform.
1.11 "Platform" means the Valetra B2B portal, website, application, API or other authorised booking channel.
1.12 "Service" means a travel, transportation or related service offered through the Platform.
1.13 "Service Partner" means a lawful and approved operator, transport provider, driver, tour provider or supplier appointed by Valetra to perform all or part of a Service.
1.14 "Valetra" means [full registered company name to be inserted], the company operating the Valetra B2B Platform.
2. ORDER OF PRECEDENCE
2.1 If there is any inconsistency, the following order of precedence applies: (a) specific conditions in the Booking Confirmation; (b) the Valetra B2B Partner Agreement; and (c) these T&C.
2.2 A special condition applies only to the relevant Booking unless Valetra expressly agrees otherwise in writing.
3. ELIGIBILITY AND APPROVAL
3.1 The Platform is available only to approved business partners. The Partner must provide accurate company, licence, registration, banking and contact information requested by Valetra.
3.2 Valetra may approve, reject, review, suspend or withdraw an application or Account based on commercial, compliance, security, credit or operational considerations.
4. ACCOUNT ACCESS AND AUTHORISED USERS
4.1 Access is issued for the Partner's legitimate business use only. The Partner shall allow access only to its Authorised Users and shall maintain an up-to-date list of those users.
4.2 The Partner and each Authorised User shall keep login credentials confidential. An Account or credential must not be shared with any friend, unrelated person, external agent or other business.
4.3 The Partner is responsible for every Booking, amendment, cancellation, payment instruction and other activity conducted through its Account, including unauthorised activity caused by its failure to secure or remove access.
4.4 The Partner must immediately notify Valetra when unauthorised access is suspected or an Authorised User leaves employment or no longer requires access.
5. SERVICES
5.1 Services may include airport transfers, private transfers, chauffeur services, cross-border transportation, vehicle rental with driver, tours, sightseeing, travel packages, shuttle services, attraction-related services and other products displayed by Valetra.
5.2 Availability, routes, schedules, operating conditions and Service scope may change. Certain Services are subject to additional legal, permit, supplier or product-specific conditions.
6. NET B2B RATES
6.1 Net Rates are independently determined B2B resale rates and are not a fixed percentage discount from any published retail price.
6.2 The Partner may determine its own markup, service fee and final selling price to its Customer, subject to applicable law and any written agreement with Valetra.
6.3 Net Rates are confidential and must not be disclosed to Customers, competitors, unauthorised agents or other third parties.
6.4 Rates may vary by date, route, vehicle category, passenger or luggage requirements, season, availability, demand, government charges, Service Partner charges and operational factors.
7. CURRENCY AND INCLUDED OR ADDITIONAL CHARGES
7.1 Unless otherwise stated, all rates are quoted in Malaysian Ringgit (RM/MYR).
7.2 The Platform or Booking Confirmation shall indicate the amount included in the Booking. Tolls, parking, waiting, additional stops, extra hours, midnight service, permits, guides, admission fees and other charges are included only when expressly stated.
7.3 A rate displayed before confirmation may change. The confirmed rate is the rate stated in the Booking Confirmation, except in the case of an obvious pricing or technical error under Section 33.
8. BOOKING PROCEDURE
8.1 The Partner shall submit complete and accurate Customer, passenger, contact, date, time, location, flight, luggage and special-requirement information.
8.2 A request, quotation, payment attempt or payment receipt does not by itself constitute a confirmed Booking. A Booking is confirmed only when Valetra issues a Booking Confirmation.
8.3 The Partner must review the Booking Confirmation immediately and pass all relevant instructions and conditions to the Customer.
9. ADVANCE AND URGENT BOOKINGS
9.1 Online Bookings must generally be submitted at least twelve (12) hours before the scheduled pick-up time.
9.2 A request within twelve (12) hours is an urgent or last-minute request and must be submitted through Valetra's official support channel. Valetra will manually verify availability with an eligible Service Partner or connect with our customer experience at +601111166800.
9.3 An urgent request is not confirmed until Valetra issues a Booking Confirmation.
10. PREPAID BOOKINGS
10.1 Unless a Credit Facility has been expressly approved in writing, the Account operates on a prepaid basis and payment must be completed before the Booking is confirmed.
10.2 Payment must be made through a payment method or channel approved by Valetra.
11. CREDIT FACILITY AND MONTHLY BILLING
11.1 A Credit Facility is subject to written approval, a Credit Limit and any conditions imposed by Valetra. Approval may be reviewed, reduced, suspended or withdrawn.
11.2 All invoices are payable within fourteen (14) calendar days from the invoice date unless otherwise agreed in writing.
11.3 The Partner remains responsible for payment regardless of whether it has collected payment from its Customer.
11.4 Valetra may require prepayment or suspend new Bookings when an invoice is overdue, the Credit Limit is reached or exceeded, or additional credit exposure is considered inappropriate.
12. LATE PAYMENT
12.1 An invoice unpaid after the fourteen-day payment period may incur a one-time late payment charge of five per cent (5%) of the overdue amount, subject to applicable law and the written Partner Agreement.
12.2 The Partner shall also be responsible for reasonable recovery costs legally incurred by Valetra in collecting undisputed overdue amounts.
13. INVOICES AND DISPUTES
13.1 The Partner must submit an invoice dispute in writing within seven (7) calendar days from receipt, identifying the Booking reference, disputed amount and reason with supporting evidence.
13.2 Undisputed amounts remain payable by the due date. Failure to dispute within the stated period may result in the invoice being treated as accepted, subject to applicable law.
14. CUSTOMER PAYMENT
14.1 The Partner is solely responsible for its selling price, collection arrangements, receipts and payment terms with its Customer.
14.2 A Customer's failure to pay the Partner does not release the Partner from any payment due to Valetra.
15. BOOKING CHANGES
15.1 Any change is subject to availability, operational feasibility and additional charges. Valetra may treat a material change as a cancellation and new Booking.
15.2 All amendments and additional Services must be requested through and approved by Valetra. A driver or Service Partner is not authorised to confirm a revised price on Valetra's behalf.
15.3 Additional payments must be made through an official Valetra payment link, invoice or approved payment channel. Payment must not be made to a driver's personal bank account. Optional voluntary tips are excluded.
16. CANCELLATION
16.1 The cancellation policy applicable to each Service shall be displayed on the Platform, in the Booking Confirmation or in product-specific conditions.
16.2 A cancellation is effective only when received through Valetra's official channel and acknowledged by Valetra. Cancellation timing is determined using Malaysian time.
16.3 Depending on the applicable policy, a Booking may be fully refundable, partially refundable or non-refundable. Payment processing fees, committed Service Partner costs, permits, tickets and other non-recoverable costs may be deducted where disclosed or legally permitted.
16.4 Failure to travel due to missing or invalid documents does not automatically entitle the Partner or Customer to a refund.
17. NO-SHOW
17.1 A Customer may be treated as a no-show if the Customer does not appear at the agreed meeting point within the applicable waiting period and cannot be contacted after reasonable attempts.
17.2 A no-show may be charged in full and be non-refundable according to the applicable Booking conditions.
18. WAITING TIME
18.1 For airport pick-ups, complimentary waiting time is forty (40) minutes from the actual flight landing time, unless otherwise stated. Thereafter, RM50 may be charged for every additional thirty (30) minutes or part thereof.
18.2 For hotel, residence and other non-airport pick-ups, complimentary waiting time is fifteen (15) minutes from the scheduled pick-up time, unless otherwise stated.
18.3 After the complimentary period, additional waiting charges may apply, or the Booking may be treated as a no-show if the driver cannot continue waiting due to another assignment or operational constraint.
19. FLIGHT DELAYS AND INFORMATION
19.1 Accurate flight details must be supplied and updated immediately. Valetra may monitor a flight but does not guarantee real-time or error-free flight information.
19.2 Valetra will use reasonable efforts to adjust for a trackable flight delay. Charges or service limitations may apply when no flight number is supplied, information is incorrect, the flight is changed without notice, the Customer takes excessive time after clearance, or the delay affects driver availability.
20. CUSTOMER CANNOT LOCATE DRIVER
20.1 If the Customer cannot locate the assigned driver, the Partner must immediately contact Valetra's support team using the official contact details in the Booking Confirmation.
20.2 Valetra will verify the driver's location and status with the assigned driver or Service Partner and provide further instructions.
20.3 The Customer should remain at the agreed meeting point and allow Valetra a reasonable opportunity to resolve the issue before leaving or arranging alternative transport. Failure to do so may affect refund or reimbursement eligibility.
21. ADDITIONAL SERVICES AND CHARGES
21.1 Additional charges may apply to extra hours, stops, route changes, detours, parking, tolls, waiting, special requests, excess passengers or luggage, child seats, late-night services, cross-border requirements and government or operational charges.
21.2 Where reasonably possible, Valetra will communicate the additional charge to the Partner before the additional Service is provided.
22. SERVICE PARTNERS AND ASSIGNMENT
22.1 All jobs will be assigned through Valetra to a lawful and approved Service Partner that meets Valetra's applicable onboarding or operational requirements.
22.2 Valetra may change the assigned Service Partner, driver or vehicle where reasonably required for availability, safety, compliance or operations.
22.3 The Partner's contractual point of contact for the Booking remains Valetra. The Partner shall not bypass Valetra to make unapproved arrangements relating to a Valetra Booking.
23. VEHICLE ALLOCATION
23.1 Unless a specific model is expressly guaranteed, Valetra may provide an equivalent or comparable vehicle within the booked category or a higher category at no reduction in passenger safety or required capacity.
23.2 Photographs are illustrative unless expressly stated otherwise. Allocation depends on availability, passenger and luggage requirements, permits and operational conditions.
24. PASSENGERS, LUGGAGE AND CHILDREN
24.1 The Partner must provide accurate passenger count, ages where relevant, luggage quantity and special requirements. Capacity must not be exceeded.
24.2 Valetra or the Service Partner may refuse or modify a Service where actual requirements exceed safe or lawful capacity. An additional vehicle or charge may be required.
24.3 Child or baby seats are subject to availability, vehicle suitability, local law and any applicable charge. The Partner must communicate the applicable conditions to its Customer.
25. CROSS-BORDER SERVICES
25.1 Cross-border Services are subject to immigration, customs, transport, tourism, permit and other regulatory requirements of each relevant jurisdiction.
25.2 Only a vehicle and Service Partner lawfully eligible for the relevant route will be assigned. Valetra may modify or decline a non-compliant request.
25.3 Customers may be required to leave the vehicle and carry their luggage through immigration. Border and immigration processing times are not guaranteed.
25.4 The Customer is responsible for passports, visas, arrival cards including MDAC or SG Arrival Card where applicable, permits and all other travel documents. Entry is determined solely by the relevant authority.
25.5 Refusal of entry, missing documents or immigration delay is not by itself a failure by Valetra to provide the booked Service.
26. CUSTOMER CONDUCT AND PROHIBITED ITEMS
26.1 Customers must behave respectfully, follow lawful safety instructions, comply with applicable laws and vehicle policies, and must not threaten any person, damage property or transport dangerous, prohibited or unlawful items.
26.2 Valetra or the Service Partner may refuse or stop a Service where conduct, a passenger or luggage creates a safety, legal or material operational risk.
26.3 The Partner is responsible for reasonable cleaning, repair, recovery and related costs caused by its Customer, subject to evidence and applicable law.
27. REFUNDS
27.1 Refunds are subject to the applicable Booking, cancellation and refund conditions and require Valetra's approval.
27.2 A refund will normally be returned to the original payer or original payment method. Where the Partner paid Valetra, the Customer shall seek any refund from the Partner and not directly from Valetra.
27.3 For a Credit Facility, an approved refund may be issued as a credit note or account credit. Processing time begins after approval and may vary by bank, gateway or payment method.
28. SERVICE DISRUPTION AND FORCE MAJEURE
28.1 Services may be affected by traffic, accidents, breakdown, weather, road or border closures, immigration congestion, government action, public events, strikes, natural disasters, civil unrest, pandemics, major technical failures or other circumstances beyond reasonable control.
28.2 Where reasonably possible, Valetra may arrange an alternative Service Partner, driver, vehicle, route or schedule. Valetra is not liable for a failure or delay caused by force majeure to the extent permitted by law.
29. PERSONAL DATA AND PRIVACY
29.1 The Partner shall provide Customer information only where authorised and legally permitted and shall provide any required privacy notice or obtain any required consent.
29.2 Valetra may collect, use, store and share necessary information with approved Service Partners, drivers, payment providers and authorities for Booking fulfilment, support, payment, safety, compliance, accounting and legal purposes in accordance with Valetra's Privacy Policy.
29.3 Each party shall comply with applicable personal data protection laws.
30. CONFIDENTIALITY
30.1 Net Rates, Account access, credit terms, commercial information, Platform data and non-public materials are confidential.
30.2 The Partner shall use confidential information only for the approved B2B relationship and shall prevent unauthorised disclosure or access.
31. BRAND AND MARKETING
31.1 The Partner may use Valetra's logo, descriptions and marketing materials only with prior authorisation and in accordance with Valetra's brand instructions.
31.2 The Partner must not alter the logo, make misleading claims, represent itself as Valetra, register Valetra's intellectual property or damage Valetra's reputation.
32. PLATFORM AND INTELLECTUAL PROPERTY
32.1 Platform software, content, databases, trademarks, logos and materials belong to Valetra or its licensors. No ownership right is transferred to the Partner.
32.2 The Partner shall not copy, scrape, reverse engineer, reproduce, interfere with or commercially exploit the Platform except as expressly authorised.
33. SYSTEM AVAILABILITY AND TECHNICAL ERRORS
33.1 Valetra does not guarantee uninterrupted or error-free Platform access and may perform maintenance, updates or security work.
33.2 Valetra may correct an obvious price, availability, duplication or technical error before confirming a Booking. If payment was received for a Booking that cannot be confirmed because of such error, Valetra shall offer an appropriate alternative or process a refund.
34. FRAUD AND MISUSE
34.1 The Partner shall not use the Platform for fraudulent, unlawful, abusive, misleading or unauthorised purposes.
34.2 Valetra may investigate suspicious activity and suspend an Account or Booking to prevent fraud, financial loss, security risk or regulatory breach.
35. PARTNER RESPONSIBILITIES AND INDEMNITY
35.1 The Partner is responsible for information and instructions supplied through its Account and for representations it makes to Customers.
35.2 To the extent permitted by law, the Partner shall indemnify Valetra against reasonable direct loss, liability, claim, damage and cost arising from the Partner's or its Customer's breach, unlawful act, inaccurate information, unauthorised Account use, property damage, misuse of branding or unlawful disclosure of personal data, except to the extent caused by Valetra's negligence or breach.
36. LIABILITY LIMIT
36.1 Valetra shall use reasonable care in managing and arranging Services.
36.2 To the maximum extent permitted by law, Valetra is not liable for indirect, special or consequential loss, loss of profit, business opportunity, goodwill or anticipated savings.
36.3 Subject to Section 36.4, Valetra's total liability arising from a Booking shall not exceed the Net Rate paid or payable to Valetra for that Booking.
36.4 Nothing excludes or limits liability that cannot lawfully be excluded or limited under Malaysian law.
37. COMPLAINTS
37.1 A Service issue must be reported to Valetra as soon as reasonably possible so that Valetra has an opportunity to assist.
37.2 A complaint should include the Booking reference, Customer name, date, time, description and available supporting evidence.
37.3 Any goodwill compensation or refund is determined based on the evidence, circumstances and applicable Booking conditions.
38. SUSPENSION
38.1 Valetra may suspend or restrict an Account for overdue payment, exceeded Credit Limit, unauthorised access, suspected fraud, misuse, security risk, regulatory concern, breach or material financial, operational or reputational risk.
39. TERMINATION
39.1 Termination of the B2B Partner Agreement terminates the right to use the Platform unless otherwise agreed.
39.2 Following termination, the Partner shall stop making new Bookings, settle all outstanding amounts, cease using Valetra branding, protect confidential information and fulfil obligations relating to existing Bookings.
40. RELATIONSHIP OF PARTIES
40.1 Nothing in these T&C creates an employment, partnership, joint venture, franchise or agency relationship between Valetra and the Partner.
40.2 The Partner has no authority to bind Valetra or make representations on Valetra's behalf unless expressly authorised in writing.
41. NOTICES AND ELECTRONIC COMMUNICATIONS
41.1 Valetra may communicate through the Platform, registered email, WhatsApp, electronic notification or another official channel. The Partner must keep its contact information current.
41.2 Electronic records, confirmations and acceptance mechanisms may be used as evidence of a transaction or agreement, subject to applicable law.
42. CHANGES TO THESE T&C
42.1 Valetra may update these T&C and publish or communicate the updated version. Unless stated otherwise, an update applies to new Bookings from its effective date.
42.2 The version in effect when a Booking is confirmed governs that Booking, unless a change is required by law or expressly agreed.
43. ASSIGNMENT, WAIVER AND SEVERABILITY
43.1 The Partner may not assign or transfer its Account, rights or obligations without Valetra's prior written consent. Valetra may assign its rights and obligations as part of a lawful restructuring, financing, merger or transfer of business upon appropriate notice.
43.2 Failure to enforce a right is not a waiver. If any provision is invalid or unenforceable, the remaining provisions continue in effect.
44. ENTIRE AGREEMENT AND SURVIVAL
44.1 These T&C, the B2B Partner Agreement and applicable Booking conditions constitute the agreement concerning the subject matter, subject to the order of precedence in Section 2.
44.2 Payment, confidentiality, intellectual property, privacy, indemnity, liability, dispute and other provisions intended by nature to continue shall survive termination.
45. GOVERNING LAW AND JURISDICTION
45.1 These T&C are governed by the laws of Malaysia. The parties submit to the jurisdiction of the Malaysian courts, subject to any dispute-resolution process in the B2B Partner Agreement.
46. ACCEPTANCE
46.1 By accessing the Platform, submitting or confirming a Booking, or clicking an acceptance mechanism, the Partner confirms that it has read, understood and agreed to these T&C and accepts responsibility for information and activity submitted through its Account.
VALETRA
Registered Company Name: [To be inserted] Company Registration No.: [To be inserted] Registered Address: [To be inserted] Official Support: [To be inserted]