Terms and Conditions

TOUR BOOKING TERMS & CONDITIONS English Version v4.1 Publication Date: 28 September 2026 Effective Date: 1 October 2026 These Terms & Conditions apply to tour packages and related travel services provided or arranged by Small Hero Holidays Sdn. Bhd. (hereinafter referred to as the “Company”). By confirming a booking and/or making payment of any deposit, tour fare or other related amount, the passenger acknowledges that he or she has read, understood and agreed to be bound by these Terms & Conditions, together with any Special Terms applicable to the relevant tour product. 1. BOOKING & PAYMENT 1.1 Upon confirmation of a booking, the passenger shall pay the required deposit as specified by the Company. 1.2 The outstanding balance of the tour fare must be paid at least 60 days before departure, or by such other payment deadline as specified by the Company. 1.3 If the passenger fails to complete payment by the specified deadline, the Company reserves the right to cancel the booking. Any amount already paid shall be handled in accordance with the cancellation policy under these Terms & Conditions and the applicable terms of the relevant suppliers. 1.4 Certain charter flights, series seats, promotional airfares or special tour products may be subject to different deposit requirements and payment deadlines. The conditions stated for the relevant product at the time of booking shall apply. 1.5 Before making payment, passengers should ensure that their name, passport details, departure date, selected tour product and other booking information are correct. 2. TOUR FARES & ADDITIONAL CHARGES 2.1 All tour package prices are determined based on seat availability, airfares, exchange rates, fuel surcharges, airport taxes, government taxes and actual operating costs applicable at the time of quotation. 2.2 After booking confirmation, if there is an increase in airline fuel surcharges, airport taxes, government taxes, a significant fluctuation in exchange rates, or other unavoidable operating costs beyond the reasonable control of the Company, the Company may impose the corresponding additional charges. 2.3 Where additional charges arise, the Company will use reasonable efforts to minimise such charges and, where practicable, notify the affected passengers. 2.4 Unless expressly stated as included in the relevant tour product, personal expenses, optional activities, visa fees, excess baggage charges, single supplements and any other items not listed under “Tour Fare Includes” are excluded from the tour fare. 3. CHARTER FLIGHTS, SERIES SEATS & SPECIAL AIRFARES 3.1 Certain tour packages may utilise charter flights, series seats, group seats or special promotional airfares. 3.2 Such arrangements generally require advance financial commitments to airlines. Accordingly, once a booking is confirmed, the deposit or other amounts already paid may be non-refundable or may be subject to higher cancellation charges. 3.3 Whether an air ticket permits a refund, name change, date change, passenger replacement or transfer shall be subject to the rules of the relevant airline and supplier. 3.4 Where a particular product is subject to special payment, cancellation, name-change or refund conditions, the Special Terms stated in the relevant product information, quotation or booking confirmation shall apply. 4. NAME CHANGES, PASSENGER REPLACEMENT, DATE CHANGES & TOUR TRANSFERS 4.1 Any request for a name change, passenger replacement, date change or transfer to another tour must be submitted in writing and is subject to approval by the Company, airline and relevant suppliers. 4.2 For requests submitted more than 60 days before departure, the Company may assist with the request, but approval is not guaranteed. 4.3 Where approved, a name change, passenger replacement or tour transfer will be subject to an administrative fee of RM300 per passenger, in addition to any airline penalties, fare differences, visa fees and other actual costs incurred. 4.4 Certain promotional fares, charter tickets, series tickets or tickets that have already been issued may not permit name changes or passenger replacement. 4.5 An airline may treat a name change as a cancellation of the original ticket followed by the issuance of a new ticket. Any resulting fare difference and related charges shall be borne by the passenger. 4.6 Requests submitted within 60 days before departure will be considered on a case-by-case basis, subject to operational feasibility. The Company does not guarantee that such requests can be accommodated. 5. CANCELLATION & REFUND POLICY All cancellation requests must be submitted in writing. The date on which the Company confirms receipt of the cancellation notice shall be used to determine the applicable cancellation charge. Unless otherwise stated for a particular tour product, the following general cancellation charges shall apply: Cancellation Period Cancellation Charge From booking confirmation until 46 days or more before departure Deposit paid 31–45 days before departure 50% of tour fare 15–30 days before departure 75% of tour fare Within 14 days before departure 100% of tour fare No Show on departure date 100% of tour fare 5.1 The above cancellation charges shall be calculated based on the tour package fare of each passenger who cancels. 5.2 Where the relevant product involves a charter flight, series seat, special promotional airfare or other special cancellation conditions, the Special Terms disclosed at the time of booking shall apply. 5.3 Costs that have already been incurred or paid to third parties and are non-refundable, including air tickets, visa fees, insurance premiums and other related service charges, may be deducted from any refundable amount. 5.4 Refund processing time will depend on the airline, supplier, bank and payment method. Credit card refunds may generally take approximately 4 to 6 weeks or longer, subject to the processing time of the relevant financial institution. 5.5 If the Company cancels a tour for reasons other than Force Majeure or circumstances attributable to the passenger, amounts paid by the passenger in relation to the tour will be handled according to the actual circumstances. 5.6 Where a tour cannot proceed or requires modification due to Force Majeure, Clause 14 of these Terms & Conditions shall apply. 6. TRAVEL INSURANCE 6.1 Where travel insurance is stated as included in the tour package, the scope of coverage, eligibility for compensation, exclusions and final outcome of any claim shall be subject to the official policy terms and assessment of the insurance provider. 6.2 Losses arising from personal reasons, health conditions, pregnancy, employment circumstances, visa rejection, passport or travel document issues, a passenger’s personal decision to cancel, or other circumstances are not necessarily covered by travel insurance. 6.3 Passengers should review the applicable insurance coverage before departure and consider purchasing additional travel insurance according to their individual needs. 6.4 All insurance claims are independently assessed and determined by the insurance provider. The Company may provide reasonable assistance in supplying relevant travel documents but cannot guarantee approval of any insurance claim. 7. FLIGHTS & AIRLINES 7.1 Flight times, flight numbers, routes and airline information stated in promotional materials, quotations or itineraries are for reference only. Final arrangements shall be subject to the airline and officially issued ticket information. 7.2 Flights may be delayed, cancelled, rescheduled or otherwise changed due to airline operations, weather conditions, airport operations, air traffic control or other circumstances. 7.3 All requests relating to seats, meals or other airline services are subject to airline availability and approval. The Company cannot guarantee any particular seat or special request. 7.4 In the event of a flight delay, cancellation, rescheduling or other operational change by an airline, the Company will use reasonable efforts to assist passengers with affected travel arrangements. 7.5 Any additional accommodation, transportation, meals or other expenses arising from such circumstances shall be handled in accordance with the applicable policies of the airline, travel insurance provider and relevant suppliers. 8. HOTELS & ROOM ARRANGEMENTS 8.1 Unless otherwise specified, accommodation is generally based on Twin / Double Sharing. 8.2 Triple occupancy may be arranged by adding an extra bed to a twin or double room. The size and comfort of an extra bed may differ from a standard bed. 8.3 A passenger occupying a room alone shall be required to pay the applicable Single Supplement. 8.4 Hotel ratings, classifications, facilities and standards may vary between countries and regions. 8.5 If the originally scheduled hotel is unavailable due to full occupancy, maintenance, temporary closure or other circumstances, the Company may arrange an alternative hotel of the same or a comparable standard. 8.6 Connecting rooms, rooms on the same floor, high-floor rooms, specific bedding configurations and other special requests are subject to the hotel’s final availability and arrangement. 9. ITINERARY, ATTRACTIONS & MEAL ARRANGEMENTS 9.1 The Company may make reasonable adjustments to the sequence of the itinerary, transportation, meals, attractions and accommodation according to local circumstances, including weather, traffic, flight arrangements, attraction operating hours, government regulations and other operational requirements. 9.2 Where reasonably practicable, the Company will endeavour to maintain the main components of the tour package. 9.3 Where a scheduled attraction cannot be visited due to temporary closure, maintenance, weather, traffic restrictions, government policy or other circumstances beyond reasonable control, the Company may adjust the itinerary or arrange a suitable alternative where appropriate. 9.4 Restaurants, menus and dining venues may be adjusted according to local availability and actual circumstances. Where a specific meal budget or standard is stated for a tour product, the stated standard shall apply. 9.5 Where a passenger voluntarily chooses not to use any pre-arranged transportation, accommodation, meals, attraction admission or other travel services for personal reasons, no refund will generally be provided. 10. MINIMUM GROUP SIZE & TOUR LEADER 10.1 All tours require a minimum of 10 paying passengers to operate. A tour leader will be provided for groups of 16 paying passengers or more. Where there are fewer than 16 paying passengers, the tour will be handled by the local tour guide or other designated service personnel. 10.2 If the minimum group size is not met, the Company may, depending on the circumstances, propose postponement, transfer to another tour, consolidation with another group, or cancellation of the tour. 10.3 If the Company ultimately decides to cancel a tour due to insufficient participation, amounts paid by passengers will be handled according to the relevant tour product and the actual costs already incurred. 10.4 Where air tickets have already been issued, or visa, insurance or other third-party costs have already been incurred, the treatment of such amounts shall be subject to the relevant supplier’s terms and the actual circumstances. 11. PASSPORTS, VISAS & ENTRY REQUIREMENTS 11.1 Passengers must ensure that their passports comply with the entry requirements of the destination and any transit country or region, including applicable passport validity requirements. 11.2 Passengers are responsible for ensuring that they possess valid passports, visas, entry permits and all other required travel documents. 11.3 Visa and entry approvals are determined by the relevant embassy, consulate, government authority or border control authority. The Company cannot guarantee approval of any visa or entry application. 11.4 Any costs or losses arising from passport or visa issues, insufficient travel documentation, incorrect personal information or refusal of entry by the relevant authorities shall be handled according to the actual circumstances and applicable supplier terms. 11.5 The passenger’s name and personal information provided for booking purposes must correspond with the passport and travel documents. Any amendment, re-ticketing or other costs resulting from incorrect information provided by the passenger shall be borne by the passenger. 12. HEALTH CONDITIONS & SPECIAL ASSISTANCE 12.1 Passengers should assess whether their health condition and mobility are suitable for participation in the relevant itinerary. 12.2 Passengers requiring a wheelchair, mobility assistance, special meals or other special arrangements should notify the Company as early as possible so that availability may be checked with the relevant suppliers. 12.3 Certain itineraries may involve extended walking, high-altitude destinations, stairs, boat journeys, mountainous areas or other activities requiring a certain level of physical ability. Passengers should determine whether such activities are suitable for their individual circumstances. 12.4 Where a passenger’s health condition or mobility may affect his or her own safety, the safety of others, or the normal operation of the tour, the Company may discuss appropriate arrangements with the passenger according to the circumstances. 13. PASSENGER RESPONSIBILITIES & CONDUCT 13.1 Compliance with Laws and Tour Arrangements Passengers must comply with the laws and regulations of the destination and any transit country or region, and must follow all reasonable tour arrangements, meeting times and safety instructions provided by the Company, tour leader, tour guide or relevant service personnel. 13.2 Punctuality and Meeting Times Passengers must report to the designated meeting point at the specified time. If a passenger is late, fails to report at the specified time, or misses a flight, train, coach, cruise, ferry or other transportation due to personal reasons, any additional transportation, accommodation, meals, ticketing or other expenses incurred shall be borne by the passenger. To avoid disruption to the entire group, if the passenger remains absent after a reasonable waiting period and reasonable attempts have been made to contact the passenger, the Company, tour leader or tour guide may proceed with the tour as scheduled. The passenger shall be responsible for making his or her own way to the designated location to rejoin the group, at the passenger’s own expense. 13.3 Leaving the Tour Group Passengers who wish to temporarily leave or withdraw from the tour must inform the tour leader or tour guide in advance. Once a passenger voluntarily leaves the group, the passenger shall be deemed to have voluntarily given up the tour arrangements and services scheduled during the period of absence. The passenger shall be responsible for his or her own safety, transportation, accommodation, meals, luggage, personal belongings and other arrangements during such period, including all related costs and risks. To the extent permitted by applicable law, the Company shall not be responsible for any loss arising from the passenger’s voluntary departure from the group, including lateness, getting lost, personal injury, loss of belongings, inability to participate in subsequent tour arrangements, missed transportation or other related consequences. No refund will generally be provided for transportation, accommodation, meals, attraction admissions or other pre-arranged services not utilised as a result of the passenger voluntarily leaving the group. If the passenger wishes to rejoin the tour, the passenger must make his or her own way to the meeting point designated by the Company, tour leader or tour guide and shall bear all additional expenses incurred. 13.4 Conduct and Mutual Respect Passengers are expected to treat fellow passengers, tour leaders, tour guides, drivers, Company employees and other relevant service personnel with reasonable courtesy and respect. Passengers must not engage in conduct that seriously affects the safety, dignity or rights of others, or the normal operation of the tour, including but not limited to: verbal abuse, threats, intimidation or harassment of other passengers or personnel; violence, physical confrontation or clearly aggressive behaviour; serious disorderly behaviour resulting from intoxication; seriously insulting, discriminatory or otherwise inappropriate conduct towards other passengers or personnel; deliberate provocation, creation of conflict or persistent disruption of other passengers’ participation in or enjoyment of the tour; unreasonable refusal to follow reasonable instructions relating to safety, meeting times or the proper operation of the tour; or any unlawful or dangerous conduct that may endanger the passenger or others. Passengers retain the right to raise concerns, make complaints, provide reasonable criticism or express disagreement. A complaint or difference of opinion alone shall not constitute a breach of these Terms & Conditions. 13.5 Hotels, Vehicles & Public Facilities Passengers must comply with the reasonable rules and regulations of airlines, hotels, restaurants, attractions, transportation providers and other service providers. Where a passenger intentionally or negligently causes damage to any hotel, vehicle, restaurant, attraction or other third-party property or facilities, the passenger shall be responsible for the confirmed loss or damage caused by his or her actions. 13.6 Unlawful & Dangerous Conduct Passengers must not carry prohibited items or engage in any activity that violates applicable local laws, customs requirements, immigration requirements, aviation security regulations or other relevant rules. Any fines, detention, refusal of entry, deportation, legal consequences, additional transportation costs or other expenses arising from a passenger’s own unlawful or prohibited conduct shall be borne by the passenger. 13.7 Warning & Termination of Participation Where a passenger breaches the above standards of conduct, the Company, tour leader or tour guide may take reasonable measures according to the nature and seriousness of the incident, including issuing a warning, requiring the passenger to immediately cease the relevant conduct, restricting participation in a particular activity, or taking other reasonably necessary measures. Where the conduct involves violence, threats, unlawful activity, a serious safety risk, or where the passenger continues to seriously disrupt the normal operation of the tour or the rights of other passengers or personnel after reasonable warning, the Company reserves the right, to the extent permitted by applicable law, to terminate the passenger’s participation in part or all of the remaining tour. Where the circumstances involve safety concerns, violence, threats or suspected unlawful activity, the Company may, where necessary, seek assistance from hotel security, local police, relevant government authorities or other appropriate parties. 13.8 Costs & Refunds Following Termination Where a passenger’s participation in the tour is terminated due to a breach of these Terms & Conditions, the passenger shall be responsible for his or her subsequent accommodation, transportation, air tickets, meals, return journey and other personal arrangements, including all related costs. No refund will be provided for services that have already been used, incurred, or which cannot be recovered from airlines, hotels, local operators or other service providers. Where there are unused services for which the Company is able to obtain an actual refund from the relevant service provider, the Company may process an appropriate refund based on the amount actually recovered, after deducting costs already incurred and reasonable administrative charges. Any refund, where applicable, shall not constitute an admission by the Company of fault or liability in relation to the termination. 13.9 Additional Losses Caused to the Group Where a passenger’s intentional conduct, serious misconduct or breach of applicable rules results in demonstrable additional expenses or actual losses to the Company, other passengers or relevant service providers, responsibility for such expenses or losses shall be determined according to the circumstances and applicable law. 13.10 Online & Social Media Conduct Passengers are entitled to share their genuine travel experiences, opinions, reviews, reasonable criticism or complaints through Facebook, Google Reviews, Xiaohongshu, Instagram, TikTok or other online and social media platforms. Passengers are responsible for the content they publish and should respect the privacy and lawful rights of other passengers, Company employees and other relevant persons. Passengers must not knowingly publish false statements of fact, impersonate the Company or its personnel, disclose sensitive personal information of other passengers or personnel without authorisation, or use online platforms to engage in threats, harassment or other conduct that may violate applicable law. The Company will not terminate a passenger’s participation solely because the passenger has posted a negative review, reasonable criticism or complaint. Where online conduct involves serious threats, harassment, disclosure of personal information, impersonation, suspected unlawful activity, or causes an actual and serious impact on the safety or normal operation of the tour, the Company may preserve relevant records and take reasonable and appropriate action according to the circumstances, including reporting the matter to the relevant platform, seeking legal advice, or referring the matter to the appropriate law enforcement or regulatory authorities where necessary. 13.11 Complaints & Resolution of Issues If a passenger experiences any issue during the tour relating to services, accommodation, meals, transportation, tour guides or other arrangements, the passenger should notify the tour leader, tour guide or the Company as soon as reasonably possible so that the Company has a reasonable opportunity to understand the issue and provide assistance where appropriate. Nothing in this clause limits a passenger’s right to make a complaint or seek an appropriate remedy. 14. FORCE MAJEURE & EVENTS BEYOND REASONABLE CONTROL 14.1 Force Majeure or events beyond the Company’s reasonable control include, but are not limited to, natural disasters, severe weather, floods, earthquakes, typhoons, fires, epidemics or public health emergencies, war, terrorism, strikes, government actions, border closures, transportation disruptions, major airline operational changes and other events that cannot reasonably be foreseen or controlled. 14.2 Where such circumstances occur, the Company may make reasonable adjustments, postponements, substitutions or cancellations to the itinerary according to passenger safety, local circumstances and supplier arrangements. 14.3 The Company will use reasonable efforts to coordinate appropriate arrangements with airlines, hotels, local operators and other relevant suppliers. 14.4 Where a refund, rescheduling, travel credit, retention of tour payments or other arrangement is involved, the actual amount and manner of handling shall depend on the policies of the relevant airlines and suppliers, together with any costs already incurred and which cannot be recovered. 14.5 Any additional accommodation, transportation, meals or other expenses arising from Force Majeure shall be handled according to the actual circumstances, applicable supplier policies and the passenger’s travel insurance coverage. 15. IMAGES, NATURAL SCENERY & SEASONAL EXPERIENCES 15.1 Images of attractions, hotels, meals, transportation and other items shown in promotional materials are for reference only. Actual arrangements and conditions may differ. 15.2 Seasonal flowers and blossoms, cherry blossoms, autumn foliage, snow scenery, ice scenery, sea of clouds, morning mist, sunrise and other natural or seasonal phenomena are subject to weather, climate, seasonal and natural conditions. 15.3 The Company cannot guarantee that the scenery, flowering period, snow conditions or other natural phenomena on the actual departure date will correspond exactly with promotional images or be at their optimal viewing condition. 16. SCOPE OF RESPONSIBILITY 16.1 The Company will use reasonable efforts to arrange travel services in accordance with the confirmed tour package and applicable Terms & Conditions. 16.2 Services provided by airlines, hotels, cruise operators, railway operators, local operators, attractions and other independent third-party suppliers are also subject to the respective transportation, accommodation and service terms of those suppliers. 16.3 The Company’s responsibility for losses arising from the acts of third-party suppliers or circumstances beyond the Company’s reasonable control shall be determined according to the actual circumstances and applicable law. 16.4 Nothing in these Terms & Conditions shall be interpreted as excluding or limiting any liability or passenger right that cannot lawfully be excluded or limited under applicable law. 17. PERSONAL DATA 17.1 For the purpose of processing tour bookings and providing related services, passengers consent to the Company collecting, using and processing personal data to the extent reasonably necessary, including names, contact information, passport details and other information required to provide travel services. 17.2 For the purpose of arranging air tickets, hotels, visas, travel insurance, transportation and other related travel services, the Company may, where necessary, disclose relevant personal data to airlines, hotels, insurance providers, local operators, government authorities and other relevant service providers, including service providers located outside Malaysia. 17.3 The Company will take reasonable measures to protect passengers’ personal data and will use or disclose such data only to the extent necessary to provide travel services, complete related arrangements and comply with applicable legal requirements. 17.4 Passengers are responsible for ensuring that the personal information provided is true, complete and accurate. Where incorrect, incomplete or outdated information provided by a passenger affects air tickets, visas, insurance, immigration procedures or other travel arrangements, any resulting additional costs and consequences shall be handled according to the actual circumstances. 18. GENERAL TERMS 18.1 These Terms & Conditions should be read together with the quotation, booking confirmation, itinerary, items included and excluded from the tour fare, and any Special Notes applicable to the tour product purchased by the passenger. 18.2 Where a particular tour product is subject to specific payment, cancellation, charter flight, air ticket, name-change or other conditions, such Special Terms shall apply to that product and shall form part of the booking conditions together with these general Terms & Conditions. 18.3 The Company may update these Terms & Conditions from time to time due to changes in laws and regulations, government requirements, supplier policies or operational requirements. Confirmed bookings shall continue to be handled in accordance with the terms applicable to the relevant booking and applicable law. 18.4 If any provision of these Terms & Conditions is determined to be invalid or unenforceable, the remaining provisions shall continue in effect, subject to applicable law. 18.5 These Terms & Conditions shall be governed by the applicable laws of Malaysia. Any dispute shall be dealt with in accordance with applicable law and by the relevant authority or court having jurisdiction. 18.6 These Terms & Conditions may be published separately in Chinese and English. Both language versions should, as far as reasonably possible, be interpreted consistently. Where there is an irreconcilable difference between the two versions, the English version officially published by the Company and applicable to the relevant booking shall serve as the primary reference, without affecting any rights granted to passengers under applicable law. IMPORTANT NOTICE Passengers should carefully read these Tour Booking Terms & Conditions, together with the itinerary, tour fare inclusions and exclusions, and any Special Notes applicable to the relevant tour product before confirming a booking and making payment. Images, itineraries, flights, hotels, meals, attractions and related arrangements are for reference only. Final arrangements shall be subject to the information confirmed before departure, airline arrangements and actual local circumstances. Charter flights, series seats, promotional airfares or special tour products may be subject to different payment, name-change, cancellation and refund conditions. Where Special Terms apply, the conditions stated in the relevant product information or confirmed at the time of booking shall apply. SMALL HERO HOLIDAYS SDN. BHD. Tour Booking Terms & Conditions English Version v4.1 Publication Date: 28 September 2026 Effective Date: 1 October 2026