Cancellation Policy
Understand our cancellation and refund terms
Cancellation & Refund Policy
Overview
At Pulau Songsong, we understand that plans can change. This policy outlines the terms and conditions for cancellations, modifications, and refunds for our tours and packages. We strive to be fair and flexible while ensuring the sustainability of our operations.
Important Note
Cancellation deadlines are based on the departure date of your tour in Malaysia local time (GMT+8). Please consider time zone differences when planning your cancellation.
Cancellation Timeline
The amount of refund you receive depends on when you cancel your booking:
| Cancellation Period | Refund Amount |
|---|---|
| 30+ days before departure | 100% refund (minus processing fees) |
| 15-29 days before departure | 75% refund |
| 7-14 days before departure | 50% refund |
| 3-6 days before departure | 25% refund |
| 48 hours before departure | No refund |
| No-show | No refund |
Processing fees (payment gateway charges) are non-refundable.
How to Cancel
To cancel your booking, please use one of the following methods:
Online via Your Account
Log in to your account, go to "My Bookings", and click the "Cancel" button next to your reservation. This is the fastest method.
Email Us
Send a cancellation request to bookings@pulausongsong.my with your booking number and contact details.
Call Us
Contact our customer service at +6012-345-6789. Please have your booking number ready.
Booking Modifications
Need to change your booking? Here's what you need to know:
Date Changes
- Free date changes up to 14 days before departure
- 7-13 days before departure: RM 50 administrative fee
- Less than 7 days: Treated as cancellation and rebooking
Participant Changes
- Adding participants: Subject to availability, pay difference
- Removing participants: Refund based on cancellation timeline
Package Upgrades
- Upgrade anytime: Pay the price difference
- Downgrade: Treated as cancellation of original and new booking
Special Circumstances
Weather Conditions
If we cancel a tour due to unsafe weather conditions, you will receive:
- 100% refund, or
- Option to reschedule to another date (subject to availability)
Medical Emergencies
In case of medical emergencies, we will review on a case-by-case basis. Please provide supporting documentation (medical certificate, hospital report).
Visa or Travel Issues
Cancellations due to visa denials or travel restrictions are subject to our standard cancellation policy. We recommend purchasing travel insurance.
Refund Process
Once your cancellation is confirmed, here's what to expect:
Step 1: Cancellation Confirmation
You'll receive an email confirming your cancellation within 24 hours.
Step 2: Refund Calculation
Refund amount calculated based on cancellation timeline and original payment method.
Step 3: Refund Processing
Refunds are processed within 5-7 business days and may take additional time to appear on your statement depending on your bank.
Force Majeure
Pulau Songsong shall not be liable for any failure or delay in performance of our obligations under this policy arising out of events beyond our reasonable control, including but not limited to: acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, strikes, or shortages of transportation facilities, fuel, energy, labor or materials.
Travel Insurance Recommendation
We strongly recommend purchasing comprehensive travel insurance that covers:
- Cancellation for any reason
- Medical emergencies and evacuation
- Lost or delayed baggage
- Flight delays and interruptions
Travel insurance provides peace of mind and protects your investment in case unexpected events disrupt your travel plans.
Questions?
If you have any questions about our cancellation policy or need assistance with a cancellation, please contact us:
Phone
+6012-345-6789
bookings@pulausongsong.my
Live Chat
Available 9am-6pm