Enchanting Malaysia & Singapore: Malacca, Highlands, Penang & Singapore Adventure 14-Day | TripToGo

Operator Policy

Payments

1. Deposit

All travel service bookings require a $400 per person deposit, except in specific cases. Additional deposit amounts are based on requirements by the vendor and the specific itinerary and may vary for each itinerary. This deposit is fully refundable before the balance due date for Voyager, Adventurer, and Elite members at the time of booking, whereas Pathfinder and Insider members will incur a cancelation fee equal to the initial deposit amount. 

2. Full Payment

All balances are due 130 days before the start of your trip.

3. Late Payment

If your invoice shows an outstanding balance after the Balance Due date, please contact us through our online chat support to discuss the next steps regarding your travel services. The deposit will be non-refundable if a cancelation request is submitted after the final payment due date.

4. Airfare

Instant Purchase Airfare: Full airfare payment is due at the time of booking.

Value Airfare: A deposit of US$200 per person is required for airfare bookings. Voyager, Adventurer, and Elite members at the time of booking qualify for a full refund of this deposit if canceled before the balance due date, Pathfinder and Insider members will incur a cancelation fee equal to the deposit amount. The deposit amount for other aspects of the itinerary may vary depending on the supplier’s terms and conditions. Final payment is due by the specified balance due date.

Finalizing the Booking

1. You must provide valid travel document details, including a passport number and expiration date, by your Balance Due date. It is each passenger’s responsibility to ensure all provided details match passport information. TripToGo is not responsible for any service denial by a vendor due to a discrepancy in passport information.
2. It is the customer's responsibility to ensure that all passport, visa, health, and immigration requirements for their itinerary are met. TripToGo’s vendor can only offer general guidance on this matter. If necessary, you should verify the requirements specific to your situation with the appropriate embassies and/or consulates and your doctor. Checking the latest information well before your departure is essential as requirements change. Most countries require your passport to be valid for at least 6 months beyond your return date. If your passport is in its last year of validity, you should consult the embassy of the country you plan to visit.

Booking Confirmation

1. Primary travelers will receive an email containing a detailed itinerary of your trip, including information about your hotel and flight before the departure date. Please check your email regularly to make sure you get all critical information.
2. If the primary traveler does not receive their itinerary at least 10 days prior to the departure date, they are encouraged to contact our Customer Care Team. Please visit our 'Contact Us' page or use our online chat support for assistance. You can also contact the relevant travel service vendors through the 'Booking Helpdesk' features.
3. By booking Travel Services online with TripToGo.com:
1. You acknowledge and agree to the price of the services that you are paying for. Any questions, queries, or disputes regarding the service price should be directed to our Customer Care team before the booking is completed. Failure to do so will be taken as your acceptance of the stated price.
2. You acknowledge and agree to all the Terms and Conditions, including the Operator Policy and TripToGo General Policy.
3. You confirm that you agree to the operator and cancelation policy for the travel service.

Travel Visa

1. If you are applying for a travel visa through TripToGo’s vendor, you will need to provide the following documents within the required timeframe before your trip departure date:
1. Original Passport: Your passport must be valid for at least 6 months after your expected return date.
2. Recent passport-size photo with a white background: Please note that the requirements may vary depending on the country, so it's essential to check the specific requirements for your destination.
2. TripToGo’s vendor is not liable for any visa or travel document refusal by immigration authorities for any reason, resulting in inability to travel or any other losses incurred due to non-compliance with passport, visa, immigration, or health requirements. You consent to cover any fines or losses we may face due to your non-compliance with these requirements. The travel service cancelation policy applies if a travel visa is denied for any reason, whether applied through TripToGo or on your own. TripToGo holds no responsibility for any denied travel visa application.

To check the latest visa and travel requirements, please click here.

Cancelations and Refunds

1. Once a full payment has been made, cancelation requests must be submitted in writing via email to [email protected] or through the “My Bookings” section in your Info Center by clicking the “Submit Request” button. Please include your full name, reservation number, and travel date.
1. Pre-Balance Due Date Cancelations
• Refund eligibility before your balance due date is determined by your membership tier at the time of booking:
• Voyager, Adventurer, and Elite Tiers: Members maintaining these designated tiers are entitled to a waiver of standard cancelation fees. A full refund of the total amount paid will be issued, provided the request is submitted and confirmed prior to the balance due date.
• Pathfinder and Insider Tier: For cancelations initiated before the balance due date, the cancelation fee will be the initial deposit amount per person.
2. Post-Balance Due Date Cancelations
• Once the balance due date has passed, cancelation fees apply to all membership tiers. These fees are calculated as a percentage of the total payment made, based on the remaining time until your scheduled departure:
• 130 to 101 days before departure: 50%
• 100 to 61 days before departure: 70%
• 60 to 31 days before departure: 90%
• 30 days or less before departure: 100%
3. Minimum Retention: In all instances, the total cancelation fees shall not be less than the initial non-refundable deposit.
4. For a comprehensive breakdown of benefits, fee waivers, and terms associated with each tier, refer to our Membership Policy.
2. Cancelation of Airline Tickets:
1. The rules and restrictions set by the flight travel service providers are provided before you complete your booking. If you choose a lower-priced flight ticket, it may be non-refundable or non-changeable. This important information is part of these terms and should be reviewed carefully before finalizing your booking. You can also find this information on your invoice or via your account on our website by viewing your booking details.
2. For a refundable ticket, you may request a cancelation at least 7 days prior to the flight departure date. 
3. In the event that a travel service booking is canceled, any associated value airfare will be automatically canceled.
3. Airfare rules will apply to travel services canceled for any reason. Please note that no refunds will be available on the flight departure date or after the travel service has commenced, including if you are denied or rejected by the Immigration Department or Customs of your destination or the cruise port terminal officer.
4. No refund or reimbursement will be available for travelers who voluntarily forego meals, cruises, travel services, and/or accommodations. Refusal of any services may result in a surcharge for additional fees incurred. Please note that during peak seasons, including holidays, special events, and conventions, departure date changes are not permitted due to advanced arrangements for air tickets, cruise tickets, transportation, accommodation, and meals. No refunds will be provided for departure date changes or booking cancelations.
5. TripToGo and its vendors are not responsible or liable for any charges or refunds for events caused by acts of God, force majeure, natural disasters, fire, weather, governmental and local authority's orders, political change, strikes, war, riots, quarantine, custom regulations, damages, or injuries caused by an accident. You agree to hold TripToGo and its vendors harmless and not liable for any refunds or compensation outside the previously defined refund structure. TripToGo and its vendors are not responsible or liable if you violate local, provincial, or national laws during your travels.
6. Refunds will not be provided in the event of travel advisories or bans issued by the destination country or government authorities after the booking date. We are committed to assisting our customers in such situations by offering alternative arrangements where feasible. Refunds will not be provided for pre-existing conditions in the destination country when booking. We recommend that travelers monitor government travel advisories and consult with TripToGo's vendors, if required, before making travel arrangements. Any unexpected costs incurred by TripToGo from its vendors will be deducted from the refund issued to the traveler.
7. Any refunded amount will not include fees associated with travel visas that have already been issued or any services that have already been delivered.

Pricing Policy

1. Price Basis: Prices are per person, based on shared double occupancy.
2. Exclusions: Prices do not include personal items such as laundry, alcoholic beverages, water, beverages, food, passport and visa fees, insurance, and foreign port or cities taxes unless specifically indicated in the package inclusions.
3. Accuracy and Fluctuations: Prices are accurate at the time of publication. However, due to continual fluctuations in airfares and limited capacity in classes of service, tour package prices and availability are subject to change.
4. Price Guarantee: Our Price Guarantee ensures that once you have completed your payment for the initial booking, your price is locked in. This guarantee is valid only for the specific travel services you booked and will be voided if any adjustments are made after payment.
5. Gratuities: Gratuities are not included in the quoted prices for our travel services. Tipping customs vary by destination and type of service, and it is common for travelers to tip service providers accordingly.

Travel Service Adjustments

1. TripToGo’s vendor reserves the right to change the itinerary if necessary.
2. Modifications may be made for the health and safety of travelers or based on local conditions. These changes can range from minor adjustments, such as altering the timing of a scheduled attraction visit, to complete date modifications.
3. TripToGo and its vendors will notify you of any changes before your departure or as soon as possible if you have already departed, to the best of their ability.
4. While TripToGo strives to fulfill its travel service obligations, it is not responsible for scenarios that affect room availability, execution, separate fees, or other travel service elements enforced by third-party entities such as local and government authorities.

Reservation Adjustments

1. If a traveler wishes to amend an existing reservation, they may be subject to a change fee per person and additional vendor fees according to the vendor’s policy. This includes changes such as name alterations, date changes, flight itinerary changes, and the removal of extra features. In some cases, airline or cruise line reservation name changes may require complete canceling and rebooking. Replacing a traveler is subject to cancelation penalties and is not covered by this Reservation Adjustment policy.
2. Changes or additional requests made before or after departure are subject to local rates at the time of the amendment, and the traveler may need to pay the service provider directly. TripToGo’s vendors will make their best effort to minimize these costs; however, all payments will be made at the request of the local service providers. There are no refunds for unused services.
3. If a traveler fails to participate in the scheduled daily activities or attends their scheduled travel service for any reason, prepaid travel service fares will not be refunded by TripToGo’s vendors. This includes but is not limited to, accommodations, transportation, tours, meals, and other pre-arranged services that were paid for and reserved but not used by the traveler.

Flights

1. Flight Tickets:

Value airfare:

TripToGo's vendors collaborate with selected airline partners to provide a flight itinerary that aligns with your trip's arrival and return dates, with flight times determined by the vendors. When booking with value airfare (mixed cabins), the higher class will be guaranteed for long-haul segments lasting more than 7 hours. For value airfare, tickets will be issued after the final payment is made. You will receive your ticket confirmation 30 to 45 days prior to the departure date of your trip.

Airfare with instant purchase:

TripToGo offers a selection of airlines and airfares for your convenience. For instant purchase airfare, full airfare payment is due at the time of booking. Your ticket confirmation will be sent within 24 to 72 business hours after it has been issued.

2. Airline Name Changes:
1. Any name change, including minor spelling corrections, may require airline reservations to be canceled and rebooked. Reservations are subject to current availability and pricing at the time of rebooking. Once airline tickets are issued, subsequent name corrections will be subject to an airline rebooking fee, which may be as much as the total value of the airline ticket plus a $130 revision fee per change. TripToGo will not be held responsible for a carrier's denial of services due to any name discrepancy.
3. Airline Seat Assignments:
1. Some airlines and/ or fare types do not allow for pre-seating and only allow seat selection at airport check-in. Certain airlines offer preferred seating for an extra fee, purchasable exclusively from the airline. To select or confirm your seat, you will need your name and airline reference number, both available with the flight details on your reservation. Seat assignments are subject to change by the airline(s), particularly in cases of schedule or equipment adjustments post-booking, which may lead to alterations or cancelations of seat assignments.
4. Airline Frequent Flyer Programs:
1. Travelers should contact their airline directly regarding mileage eligibility and accrual. Some private airfares may not be eligible for mileage accrual or may qualify for reduced mileage. Not all published airfares are eligible for mileage accrual.
5. Special Assistance Service:
1. Travelers are responsible for directly contacting their airline regarding special services, such as ordering special meals, traveling with mobility and medical devices, and requesting accessible services. We highly recommend asking for your service by 7 days before takeoff.
6. Known Traveler Number (KTN):
1. Travelers are responsible for adding their Known Traveler Number (KTN) by contacting their airline directly via phone or online.
7. Luggage Policy:
1. For information on luggage sizes, refer to the airline website. TripToGo is not liable for checked bag fees, excess luggage, or weight charges imposed by an airline. Checked baggage allowances displayed on reservation details and invoices are based on the allowance at the time of booking. Still, they are subject to change by your airline(s). In the event of lost or damaged luggage by the airlines, a baggage claim form MUST be filed with the carrier before leaving the airport.
2. The baggage allowance for infants and children can differ from that of adults, depending on the airline and destination.
3. Each airline has rules and regulations regarding baggage weight, size, and number. The best way to learn about these rules and regulations is to visit the airline’s official website.
4. Please note that some destinations may not include baggage in the fare. For information on specific baggage allowances, refer to your particular travel service's policies.
5. Most inexpensive airfare options, commonly known as Basic Economy airfares, do not include checked bags or seat assignments before the day of departure.

Airline Reservation Policy

1. TripToGo offers a choice of airlines and airfares for your convenience but is not responsible for the services and policies imposed by the airline selected. Airline schedules and flights are subject to change without notice. The actual flight times will be those shown on your e-ticket(s). Check your e-ticket(s) carefully and immediately upon receipt to ensure you have the correct flight times. Flight times may be changed even after tickets have been issued.
2. When making a booking, ensure the traveler's name and date of birth exactly match those on the passport that will be used for the trip. TripToGo is not responsible for any costs resulting from errors. Some airlines require passport details before check-in, and some countries require passports to be valid for six months for entry. Ensure you provide all document details (passport number and expiration date) before your trip.
3. When booking flights for your travel services, the flight search engine may provide flexible date options. These options can differ from the departure and return dates shown on the travel service invoice or summary section, which are for policy purposes. These flexible options include labels such as "Early departure," "Late arrival," "Next day," or "Overnight." Once a flexible flight option is selected, the customer will need to follow the departure, arrival, and return dates and times of the chosen ticket.The specifics are outlined below:
1. "Early Departure": This indicates that the flight leaves one day before your scheduled departure date and arrives on schedule.
2. "Late Arrival": This indicates that the flight arrives late in the night/ midnight. Hotel accommodation is included as per the itinerary.
3. "Next Day": This indicates that the return flight at the end of your trip leaves early the morning after the reserved trip ends. Late checkout, available for a fee, is subject to availability.
4. "Overnight": This indicates that the itinerary contain overnight or long layovers. Overnight layover expenses including hotel, meals, transportation, and transit visa requirements are not included and are the responsibility of the passenger unless otherwise specified.
4. Check-in and queuing times vary from airline to airline, and TripToGo advises all travelers to arrive at the airport well in advance of the departure time. Procedures may vary, and the traveler must stay informed about and fulfill the latest airline and entry requirements for their destination, return trip, and any possible transit countries.
5. The rules and restrictions of the flight travel service providers are provided prior to making a booking. Please review them thoroughly before finalizing your reservation.
6. A "mixed cabin" refers to a trip where different parts are booked in different service classes. Pricing reflects the combination of classes. Services like lounge access may apply only to higher class segments. Baggage allowance and policies may vary by cabin class.
7. Schedule Change Policy
1. In the event of an airline schedule change, TripToGo will make every effort to inform travelers promptly of the schedule adjustment and provide updated flight details before departure. TripToGo is not responsible for schedule changes, including alterations in routing or the number of stops in the itinerary. TripToGo cannot compensate for schedule changes, seat assignment modifications, or cancelations made by the airline. Additionally, TripToGo cannot be held accountable for land services, such as arrival and departure transfers, if flight changes occur without its knowledge. Should such changes occur, passengers may only cancel or adjust their arrangements at TripToGo's operators' prevailing rates.
2. Travelers are responsible for any extra costs incurred due to schedule delays caused by air flight cancelations or changes. Missed itineraries, if any, will not be rearranged.
3. TripToGo and its vendors are not responsible for penalties incurred due to separately issued tickets, whether for domestic or international flights, from schedule or flight changes.
4. Airlines can make schedule changes or cancelations before departure, so travelers must confirm their flight within 72 hours before departure.
5. The airlines determine the conditions for the implementation of air transport. They are solely responsible for changes in schedules or routes, stops, changes, airport delays, and flight cancelations. In most cases, all these circumstances respond to the overbooking of airspace, the need to respect the rules of air navigation, and the period of aircraft maintenance at airports, all with the sole purpose of ensuring the safety of travelers. TripToGo will not be liable for any schedule changes, delays, cancelations, or other circumstances attributable to the carrier, the traveler's actions, those of a third party, or force majeure.
8. No Show
1. If the outbound flight ticket is not utilized, the airline reserves the right to cancel the return flight.
9. Travel Documents
1. All travelers must carry a valid travel document (including infants and children).
2. A valid passport is required for travel outside the US, with visas for children/infants if applicable.
3. Proof of citizenship and residence is required for international travel. Be sure to bring all necessary documentation (e.g., visa, transit permit, permanent resident card, etc.)
4. Expired or damaged photo IDs or passports will not be accepted for boarding flights or when applying for visa services.
5. It is the traveler's responsibility to ensure that their travel documents and passports are in good condition and that their passports have blank pages available.
6. Minors traveling with an adult who is not their parent or with only one parent must carry a notarized letter from the parents or non-traveling parent, granting permission to travel and specifying the travel dates. Immigration authorities may request this letter upon entry or re-entry into the USA or Canada.

Other Provision

1. Tour or Cruise Attendance
1. Failure to attend a pre-arranged tour or check-in at a pre-arranged hotel or cruise will be considered an automatic surrender of the reservation.
2. All extra costs incurred will be the passenger's responsibility.
3. TripToGo’s operator reserves the right to abandon any passengers who violate the law or willfully put the health and safety of other customers at risk.
2. Minors
1. All children under 18 must be accompanied by an adult. Most hotels require children under 18 to stay with an adult in their room.
2. Cruise lines reserve the right to cancel, modify, or substitute any scheduled port of call and the schedule at any time and for any reason without prior notice due to navigation authority and water conditions.
3. The customer is responsible for any additional expenses caused by trip interruption, including but not limited to meals, transportation, hotel accommodations, personal expenses, and lost baggage.
4. TripToGo and its operators shall not be liable for any loss to guests.
3. Tourist Taxes, Accommodation Taxes, City Taxes, Resort Fees, and Other Service Fees
1. At certain destinations, customers will be charged hotel municipal taxes, including tourist taxes and city taxes, based on the room price, payable directly at the hotel.
2. Some hotels may charge an additional "hotel or resort fee" to cover incidental services. As this is individually determined by each business, the charge may vary from property to property.
3. Some hotels may also charge additional service fees.
4. TripToGo is not responsible for taxes, resort fees, or other service charges. These costs are the responsibility of the customer and must be paid directly to the destination hotel.
4. Baggage Restrictions for Domestic/ Cross Countries Flights and Bus Travel
1. Baggage allowances for domestic flights included in the travel service may vary by product. Additional costs for baggage may apply. Please refer to the specific details of each travel service or package for more information.
2. For all travel services and packages, each traveler is allowed one piece of luggage and one carry-on bag. A surcharge may apply for additional luggage. TripToGo recommends that customers travel light.