1. How do I book a tour with NERACA TRAVEL & TOURS?  

You can book online through our website, by visiting our office, or by contacting us via WhatsApp at +60144009731. A deposit is required to confirm your booking.  

2. What payment methods do you accept?  

We accept FPX (online banking), credit cards, e-wallets, manual bank transfer, and cash payments at our counter.  

3. Is the deposit refundable?  

No. All deposits are strictly non-refundable.  

4. Can I cancel my booking?  

Yes. Cancellations made more than 30 days before departure are eligible for a 50% refund (excluding non-refundable items). Cancellations made within 30 days are non-refundable.  

5. Which items are non-refundable?  

Visa fees, flight tickets, and deposits are always non-refundable.  

6. Can I change my travel dates instead of cancelling?  

Yes, but rescheduling is subject to availability and may incur additional penalties or charges, depending on airlines, hotels, and other service providers.  

7. How long does it take to receive a refund?  

Refunds are processed within 14–30 business days and returned to your original payment method.  

8. Do I need travel insurance?  

Yes. We strongly recommend travel insurance to cover medical emergencies, cancellations, and lost belongings. We can assist you with arranging insurance.  

9. Do you help with visa applications?  

Yes. We provide visa processing services for certain destinations. Please check with our team for requirements and processing times.  

10. Do you offer additional services like SIM cards or airport transfers?  

Yes. We can help arrange eSIM cards, airport transfers, and other add-ons upon request.  

11. What happens if my trip is cancelled due to natural disasters, airline strikes, or border closures?  

In such cases (force majeure), refunds may not be possible. However, we will work with airlines, hotels, and suppliers to reschedule or provide alternatives where available.  

12. Who is responsible for my travel documents?  

Customers are responsible for holding a valid passport (minimum 6 months’ validity), visas, vaccination certificates, and other required travel documents.  

13. What if I am denied entry at the destination country?  

We are not responsible for immigration refusal or denial of entry. No refunds will be provided in such cases.  

14. How can I raise a complaint or dispute?  

Please contact us directly via WhatsApp at +60144009731 or email info@neracatravel.com. We aim to resolve all issues quickly. If unresolved, disputes may be referred to the Ministry of Tourism, Arts and Culture Malaysia (MOTAC).  

15. Is my personal data safe with you?  

Yes. We comply with Malaysia’s Personal Data Protection Act (PDPA). Your personal details (passport, IC, medical info) are only shared with trusted partners like airlines, hotels, and insurance companies to process your bookings.