BOOKING, CANCELLATION, AND REFUND POLICY
1) Booking and Payment
No booking is confirmed until we receive payment. Failure to make payment will mean your place will then be available to other potential clients.
2) Tour Inclusions
Each AJ Borneo’s tour includes different services in terms of included activities, meals, and transport. These details are included on the tours itinerary. AJ Borneo reserves the right to change inclusions as listed due to operational or other factors.
3) Cancellation By You
Should you (the client) choose to cancel a booking, AJ Borneo must be notified in writing or by email/WhatsApp:
- A 25% cancellation fee will be charged for notification of cancellations made 60 days or less before tour commencement.
- A 50% cancellation fee will be charged for notification of cancellations made 30 days or less before tour commencement.
- A 75% cancellation fee will be charged for notification of cancellations made 15 days or less before tour commencement.
- A 100% cancellation fee will be charged for notification of cancellations made 7 days or less before tour commencement.
- No discounts or refunds will be given if you decide not to take part in an activity or service during your tour.
- No refunds will be given for services and activities that are unused or missed due to no fault of AJ Borneo.
The above conditions are applicable to general AJ Borneo tours. However, for the cancellation of some tours, a special cancellation policy may apply. Please pay notice to the individual tour’s special terms and conditions (if any).
4) Cancellation By AJ Borneo
In the event that AJ Borneo cancels a trip, a notification will be given before the departure date of the trip. AJ Borneo will refund the full amount paid for the trip. AJ Borneo is not liable for any other money paid, including flight ticket purchases. Please note this excludes cancellations due to conditions outside AJ Borneo control such as war, natural disaster, political instability, etc. In such an event no money will be returned by AJ Borneo and you will need to make a claim on your travel insurance.
4) Cancellation Due To Natural Cause
In the event, a tour is cancelled before the tour commencement due to weather (Rain, Flood, Tide etc) a 50% of total amount will be refunded. However, once the tour starts, there will be no refund even if we cannot finish the tour as per itinerary and need to turn back.
5) Itineraries
AJ Borneo reserves the right to change advertised itineraries before or during a tour in the interests of safety resulting from war, disease, natural disaster, other safety concerns, or changed local conditions. The tour leader or guide during a tour has the right to make any necessary changes to the itinerary for the reasons listed. Any client not adhering to changes made for these reasons will be deemed to have left the tour and is no longer under the care of AJ Borneo.
6) Safety and Acceptance of Risk
It is required that safety equipment must be used, such as a life jacket for water-based activities. Failure to wear the required safety equipment will result in the client not being allowed to take part in the tour program. AJ Borneo will not be held responsible for any loss, injury, illness, damage, accident, fatality, delay, or inconvenience experienced for failure to comply with safety instruction. Some of the activities you may choose to participate in during your tour may involve a degree of personal risk. The geographical and natural environment can present challenges and is sometimes hazardous. Many activities (e.g. jungle trekking, wildlife watching, mountain climbing, cycling, kayaking, swimming, boat travel, etc.) have an element of risk of personal injury or death. If you take part in such activities, you do so of your own accord, accept these risks and are responsible for your own actions. Our tour guides & other staff may provide instructions and /or safety briefings to you before and during your tour. Any safety briefings, information or notices must be observed. This will help to minimize risks. We accept your booking on the basis that you understand and accept the risks involved in activities on your tour.
7) Insurance
It is a condition of participating in a AJ Borneo tour that each traveler holds his or her own travel insurance for the duration of the trip. It is each client’s responsibility to ensure that the travel insurance policy covers for personal accident, medical expenses, death, emergency repatriation, cancellation, personal liability, and loss of luggage and personal effects. If the client chooses to travel on a tour with AJ Borneo without adequate insurance cover, AJ Borneo will not be liable for any personal injury, medical expenses, death, disability, medical evacuation, repatriation, and any loss of or damage to luggage and personal effects.
8) Personal Responsibility
AJ Borneo cannot be held liable for the outcome caused by the delay or cancellation of flights. While AJ Borneo will try to assist and re-arrange a tour wherever possible we are not obliged to provide financial compensation or otherwise in such instances. Clients will have to bear any additional costs caused by flight delays or cancellations.
9) Personal Responsibility
Due to the nature of the style and locations that AJ Borneo operate in, AJ Borneo and their guides, leaders, and support staff do not accept responsibility for any loss, injury, illness, damage, accident, fatality, delay or inconvenience experienced from the time of departure to time of return arising out of any such adventure trip organized by AJ Borneo.
10) Force Majeure
Except where otherwise expressly stated in these terms and conditions, AJ Borneo cannot accept liability or pay compensation where the performance of our contractual obligations to you are affected or prevented as a result of ‘force majeure’. In these terms and conditions, ‘force majeure’ means any event which either ourselves or the supplier of the service in question could not foresee or avoid, even with due care and consideration. Such events include war or threat of war, epidemics, riot, civil strife, airport closures, terrorism, industrial dispute, natural or other disasters, nuclear incident, adverse weather conditions, government intervention, fire, flood, and all similar events outside our control.
11) Applicable Law & Jurisdiction
The laws of Malaysia govern these terms and conditions. Any claims, disputes and other matters in connection with your tour or these terms and conditions must be initiated in the courts of Malaysia.
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