* 35% Advance Percentage of total booking amount

# TERMS & CONDITIONS

### Travaya Holiday – Tour Package

By confirming and making payment for a tour package with **Travaya Holiday**, the customer is deemed to have read, understood, and agreed to the following Terms & Conditions.

## 1. Booking & Confirmation
1. A booking is considered **confirmed only after Travaya Holiday receives the required deposit or full payment** according to the agreed payment schedule.
2. Availability of hotels, transportation, restaurants, activities, and other services is subject to availability at the time of booking.
3. Prices quoted are based on the itinerary, number of participants, hotel category, and services stated in the quotation.
4. Any changes to the number of participants after confirmation may result in a **price adjustment**.
5. Special requests such as room type, connecting rooms, dietary requirements, specific activities, or special arrangements are subject to availability and cannot be guaranteed unless confirmed in writing by Travaya Holiday.

## 2. Payment Terms
Unless otherwise stated in the quotation:
* **Deposit:** According to the payment schedule stated in the quotation/invoice.
* **Balance Payment:** Must be settled no later than the agreed deadline before the tour departure date.
* Bookings that have not been paid according to the agreed payment schedule may be considered **cancelled by the customer**, and applicable cancellation charges may apply.

For group bookings, the payment schedule may be different and will follow the terms stated in the quotation or invoice.

## 3. Cancellation Policy
Cancellation charges are calculated based on the date Travaya Holiday receives the customer's written cancellation request.

### Standard Cancellation Policy
| Cancellation Period | Cancellation Fee |
| ---------------------------------- | --------------------------: |
| More than 30 days before departure | 20% of total booking value |
| 15–30 days before departure | 40% of total booking value |
| 8–14 days before departure | 60% of total booking value |
| 4–7 days before departure | 80% of total booking value |
| 0–3 days before departure | 100% of total booking value |
| No-show | 100% of total booking value |

**Important:** The above cancellation policy is a standard guideline. Certain hotels, airlines, activities, attractions, cruises, transportation providers, peak-season bookings, promotional rates, and special packages may have **stricter cancellation or non-refundable conditions**.

In such cases, the cancellation policy of the relevant supplier will apply.

## 4. Non-Refundable Services
Certain components of the tour package may be **non-refundable once booked or paid**, including but not limited to:
* Non-refundable hotel rates
* Promotional or special-rate hotel bookings
* Entrance tickets
* Activity tickets
* Water sports
* Cruises
* Private transportation that has already been confirmed
* Restaurant reservations or prepaid meals
* Event tickets
* Attraction tickets
* Special arrangements
* Peak-season bookings
* Supplier deposits that cannot be recovered

If a service is marked **"Non-Refundable"** in the quotation, invoice, booking confirmation, or itinerary, the amount paid for that service will not be refundable in case of cancellation.

## 5. Refund Policy
1. Any refund is subject to the applicable cancellation policy and the refund received from the relevant suppliers.
2. Travaya Holiday will process an eligible refund **after receiving confirmation of the refundable amount from the relevant supplier(s)**.
3. Refunds will normally be processed to the **original payment method**, unless otherwise agreed.
4. Bank charges, payment gateway fees, transaction fees, currency conversion losses, or other non-recoverable charges may be deducted from the refundable amount.
5. Refund processing may take approximately **7–30 working days**, depending on the supplier, bank, payment method, and transaction process.
6. If the supplier provides a **credit voucher, travel credit, or alternative service instead of a cash refund**, Travaya Holiday may offer the same option to the customer.
7. Travaya Holiday cannot guarantee a refund for any amount that has been declared non-refundable by the relevant supplier.

## 6. No-Show Policy
A **no-show** occurs when a customer does not appear for a confirmed service without prior written notification.

No-show may include:
* Failure to arrive at the hotel
* Failure to appear for airport transfer
* Failure to join the scheduled tour
* Failure to attend a booked activity
* Failure to attend a restaurant or cruise reservation
* Failure to arrive at the agreed meeting point
* Missing a scheduled departure due to personal reasons

Unless otherwise stated by the supplier, **no-show bookings are generally 100% non-refundable**.

Travaya Holiday is not responsible for refunds resulting from a customer's failure to arrive on time or failure to attend a confirmed service.

## 7. Late Arrival & Missed Services
Customers are responsible for arriving at the agreed meeting point at the scheduled time.

If a customer arrives late and misses a tour, transfer, activity, meal, cruise, or other service:

* The service may be considered **used/no-show**.
* No refund will normally be provided.
* Additional transportation or rebooking costs may be charged to the customer.

## 8. Changes to the Itinerary
Travaya Holiday reserves the right to make reasonable changes to the itinerary due to:
* Weather conditions
* Traffic conditions
* Road closures
* Natural disasters
* Government regulations
* Local events
* Operational conditions
* Safety considerations
* Supplier availability
* Force majeure circumstances

Where possible, Travaya Holiday will provide an alternative service of **similar value and standard**.

Changes to the itinerary made for operational or safety reasons do not automatically entitle the customer to a refund.

## 9. Force Majeure
Travaya Holiday shall not be held responsible for losses, delays, cancellations, or additional costs resulting from circumstances beyond reasonable control, including but not limited to:
* Natural disasters
* Earthquakes
* Volcanic eruptions
* Floods
* Severe weather
* Pandemic or epidemic restrictions
* Government regulations
* Political unrest
* Strikes
* War
* Terrorism
* Airport or transportation disruptions
* Road closures
* Other unforeseen circumstances beyond the control of Travaya Holiday or its suppliers

In such circumstances, Travaya Holiday will make reasonable efforts to assist customers and seek alternatives or recoverable refunds from suppliers.

Any refund will be subject to the amount actually recoverable from the relevant suppliers.

## 10. Hotel Policy
Hotel check-in and check-out times follow the hotel's standard policy.
Special requests such as:
* Early check-in
* Late check-out
* Room upgrade
* Connecting rooms
* Twin/double bed preference
* Sea view
* Specific room location

are subject to hotel availability and cannot be guaranteed unless confirmed by the hotel.

Any additional charges imposed by the hotel must be paid directly by the customer unless otherwise stated.

## 11. Personal Expenses
Unless specifically stated as included in the package, the following are generally excluded:
* Personal expenses
* Laundry
* Mini bar
* Room service
* Telephone charges
* Additional meals
* Alcoholic beverages
* Tips/gratuities
* Personal shopping
* Additional activities
* Hotel deposits
* Additional transportation
* Travel insurance

## 12. Customer Responsibility
Customers are responsible for:
* Providing accurate personal and travel information.
* Checking passport and visa requirements where applicable.
* Arriving at meeting points on time.
* Following the instructions of the tour guide, driver, hotel, and activity provider.
* Taking care of personal belongings.
* Following applicable local laws and regulations.

Travaya Holiday is not responsible for costs arising from incorrect information provided by the customer.

## 13. Travel Documents & Visa
Customers are responsible for ensuring that they have valid passports, visas, permits, travel documents, and other requirements necessary for their journey.

Any costs resulting from incomplete or invalid travel documents are the customer's responsibility.

## 14. Travel Insurance
Travel insurance is **strongly recommended** for all customers.

Customers are advised to obtain insurance covering, where applicable:
* Trip cancellation
* Medical expenses
* Lost baggage
* Travel delays
* Personal belongings
* Emergency evacuation
* Other travel-related risks

Travaya Holiday is not responsible for losses that could reasonably have been covered by travel insurance.

## 15. Supplier Terms & Conditions
Some services included in the package are provided by third-party suppliers such as hotels, restaurants, transportation companies, activity operators, cruise operators, and attraction providers.

Where applicable, the **supplier's terms and conditions will also apply**.

If the supplier's cancellation or refund policy is stricter than Travaya Holiday's standard policy, the supplier's policy will take precedence.

## 16. Special / Peak Season Bookings
During peak periods such as:
* Christmas & New Year
* Chinese New Year
* Eid holidays
* School holidays
* Public holidays
* July–August peak season
* Special events

certain bookings may require **full payment in advance and may be fully non-refundable**.

The applicable terms will be clearly stated in the quotation or invoice.

## 17. Amendment / Change of Booking
Any request to change:
* Travel date
* Hotel
* Room category
* Number of participants
* Activities
* Transportation
* Restaurant
* Itinerary

after confirmation is subject to availability and may incur additional charges.

Any price difference resulting from a requested change must be paid by the customer.

## 18. Payment Confirmation
By making payment, the customer acknowledges that they have:
1. Reviewed the itinerary.
2. Reviewed the inclusions and exclusions.
3. Reviewed the payment terms.
4. Reviewed the cancellation and refund policy.
5. Understood the non-refundable conditions.
6. Agreed to these Terms & Conditions.

---

### IMPORTANT NOTICE
**Cancellation, refund, and no-show policies may vary depending on the service provider and booking conditions. The specific cancellation and refund conditions stated in the customer's quotation, invoice, or booking confirmation shall take precedence over this general Terms & Conditions document.**

**We strongly recommend customers read all booking conditions carefully before making payment.**

### Travaya Holiday
*Your Journey, Our Commitment*