REFUNDS, CANCELLATIONS & DISPUTES POLICY

REFUNDS, CANCELLATIONS & DISPUTES POLICY  

Effective Date: 21/05/2025

At NERACA TRAVEL & TOURS SDN. BHD., we strive to provide excellent travel experiences. This policy explains our cancellation, refund, and dispute resolution terms.

1. CANCELLATIONS

- Customers may cancel their booking up to 30 days before departure.  

- Cancellations made less than 30 days before departure are non-refundable.  

2. REFUNDS

- If cancelled more than 30 days before departure, 50% of the total package price (excluding non-refundable items) will be refunded.  

- Deposits are strictly non-refundable.  

- Refunds will be processed within 14–30 business days to the original payment method.  

3. NON-REFUNDABLE ITEMS

The following items are non-refundable regardless of cancellation timing:  

- Visa fees  

- Flight tickets  

- Tour deposits  

4. FORCE MAJEURE

In case of natural disasters, pandemics, political instability, airline cancellations, or other events beyond our control, we reserve the right to reschedule or adjust services. Refunds may not be possible in such circumstances.  

5. DISPUTE RESOLUTION

If you experience any issue, please contact us directly for resolution:  

- WhatsApp: +60144009731  

- Email: info@neracatravel.com  

We aim to resolve all matters amicably. If unresolved, disputes may be referred to the Ministry of Tourism, Arts and Culture Malaysia (MOTAC) or relevant consumer protection authorities.  

By making a booking with us, you agree to this Refunds, Cancellations & Disputes Policy.