REFUNDS, CANCELLATIONS & DISPUTES POLICY

Last Updated: 16 November 2025, 12:50 AM

At Neraca Travel & Tours Sdn Bhd, we provide clear and transparent policies regarding cancellations, refunds, and dispute resolution. Please read the information below carefully.  

1. Non-Refundable Items

- Visa application fees, flight tickets, and tour deposits are non-refundable under all circumstances.  

2. General Cancellation Policy

- Cancellation made within 30 days before departure: No refund of any payments, including the balance payment.  

- Cancellation made 30 days or more before departure: 50% refund of the total tour payment (deposit remains non-refundable).  

- Payments for optional activities or add-ons purchased through the agency are subject to the vendor's refund policy. Refunds, if applicable, will be processed either by cash on tour day or by bank transfer within Malaysia.

3. Refund Method & Timeline

- Refunds will be processed via bank transfer. Clients must provide their bank account details for the refund.  

- Refund processing typically takes 7–14 business days from the date the refund is approved.  

- Any transaction charges required for the transfer will be deducted from the refund amount. Malaysian bank accounts usually do not incur additional charges; overseas accounts may incur charges as applicable.

4. Force Majeure & Rescheduling

- In cases of force majeure, including but not limited to flight delays or cancellations, natural disasters, political unrest, strikes, or other events beyond our control, Neraca Travel & Tours reserves the right to modify, reschedule, or cancel tours.  

- Rescheduling may incur additional charges.  

- Refunds are not provided for force majeure events. The agency will make reasonable efforts to provide alternative activities, sightseeing, or rescheduled tours to offer the best available solution for clients.

5. Optional Activities & Services

- Any optional activities or services booked on-site or through the agency are paid directly to the service provider and may or may not be refundable depending on the vendor's policy.

6. Documentation Required for Refunds

- To process any refund, clients must provide the original invoice, payment receipt, and any supporting documents requested by the agency to verify the booking and payment.

7. Dispute Resolution & Communication

- Any disputes, complaints, or inquiries regarding cancellations or refunds should be reported via WhatsApp (+60144009731) or email (info@neracatravel.com).  

- All claims or disputes must be reported within 15 days from the end of the tour to be considered valid.

8. Currency & Exchange Rate

- Payments for tours are collected in Malaysian Ringgit (MYR).  

- All refunds will also be processed in Malaysian Ringgit. Clients are responsible for any exchange rate differences if payments were made in other currencies.

9. Legal Protection

- By making a booking with Neraca Travel & Tours Sdn Bhd, clients agree to these cancellation, refund, and dispute resolution terms.  

- These policies are intended to protect both the client and the agency while ensuring clarity regarding payments, rescheduling, and unforeseen events.

For country-specific details, please refer to the applicable Terms & Conditions page for your tour destination:  

Bali T&C | Vietnam T&C | India T&C