Refund Policy
1. Cancellation & Refund Policy
Cancellation charges depend on when we receive your cancellation request before the scheduled pickup time. All times are based on Malaysia time.
- More than 72 hours before pickup: A full refund of the amount paid.
- Between 24 and 72 hours before pickup, inclusive: A cancellation charge equal to 50% of the total agreed booking price applies, capped at the amount you have already paid. Any payment above this charge will be refunded. You will not be required to pay any additional cancellation amount.
- Less than 24 hours before pickup: No refund of the amount paid.
Example: For a booking priced at RM 1,000, cancelled between 24 and 72 hours before pickup:
- If you paid RM 300, we retain RM 300. No further payment is required.
- If you paid RM 1,000, we retain RM 500 and refund RM 500.
This section applies to customer-requested cancellations. If we cannot provide the booked service, the company-side service disruption terms apply. This policy does not limit your rights under applicable law.
2. No-Show Policy
We provide the following complimentary waiting periods:
- Town pickups and airport departures: 30 minutes from the agreed pickup time.
- Airport arrivals: 90 minutes from the flight’s actual landing time.
If the passenger has not arrived at the agreed meeting point after the applicable complimentary waiting period, and we cannot reach them despite attempts by telephone and WhatsApp, the driver may leave. The booking will then be treated as a no-show, and no refund of the amount paid will be provided.
If you are delayed, please contact us before the complimentary waiting period ends. Further waiting must be agreed with us, is subject to vehicle and driver availability, and will be charged at the waiting rates stated in your booking.
Please provide a working contact number and keep your phone available around the pickup time. If you cannot locate your driver, contact us promptly on WhatsApp or telephone at +60 16-3322264.
3. Booking Changes
Please contact us at least 24 hours before the scheduled pickup if you wish to change your travel date, pickup time, pickup or drop-off location, vehicle or itinerary.
Changes are subject to vehicle and driver availability. A requested change is confirmed only after we have accepted it in writing by WhatsApp or email.
If your requested change affects the price, we will explain the revised amount and obtain your agreement before confirming the change.
If we cannot accommodate your request, your original booking remains in place unless you cancel it. Any cancellation will be handled under Section 1 — Cancellation & Refund Policy.
For unexpected flight delays or last-minute travel disruption, contact us as soon as possible so we can discuss the available arrangements.
4. Delays & Missed Flights
Please allow sufficient travel time for traffic, weather and airport check-in requirements. Inform us promptly if your flight or travel arrangements change.
Passenger or flight delays: The complimentary waiting period and additional waiting charges stated in your booking apply. A passenger will not be treated as a no-show simply because the scheduled pickup time has passed while the applicable complimentary waiting period is still running.
Traffic and weather delays: Traffic congestion or adverse weather may affect journey times. These delays do not automatically entitle customers to a refund where the booked service is provided. For hourly tours, these delays count towards the booked service duration, as stated in the package terms.
If we cannot provide the service: If Walker Travel & Tours Sdn Bhd is unable to provide the booked service because of a vehicle breakdown, driver emergency or operational issue, we will offer a suitable replacement service. If no suitable replacement can be agreed, we will refund the full amount paid for the affected service.
This policy does not limit any rights you may have under applicable law.
5. Service Disruption — Company Side
If Walker Travel & Tours Sdn Bhd cannot provide the booked service because of a vehicle breakdown, driver emergency or operational issue, we will inform you as soon as possible.
We will offer a suitable replacement vehicle or service for your agreement. If no suitable replacement can be agreed, we will refund the full amount paid for the affected service.
The customer cancellation charges in Section 1 do not apply when we are unable to provide the service. Refunds will be processed as described in Section 8.
This policy does not limit your rights under applicable law.
6. Special Circumstances
If a medical emergency, natural disaster or other exceptional circumstance affects your travel, please contact us as soon as possible.
Requests for an exception to our cancellation terms are reviewed on a case-by-case basis. We may request relevant supporting documents. Please avoid sending sensitive information that is not necessary for your request.
A refund or booking change is not automatically guaranteed. We will explain the available options and confirm any agreed arrangement in writing by WhatsApp or email.
If we cannot provide the booked service because of a company-side disruption, Section 5 applies. This section does not limit your rights under applicable law.
7. Confirmed Fare Guarantee
Once Walker Travel & Tours Sdn Bhd has confirmed your booking and received your deposit, the agreed fare is locked. We will not increase it because of subsequent fuel or diesel price changes.
The confirmed fare covers the vehicle, route, travel date and service duration agreed in your booking. Changes you request may affect the price. We will explain any price difference and obtain your agreement before confirming those changes.
Additional charges for extra waiting time, additional stops or overtime remain payable where applicable, at the rates disclosed when you booked. Any applicable public holiday or late-night surcharge will also be disclosed when your booking is confirmed.
Fuel or diesel price changes may affect new quotations, but will not change fares already confirmed with a deposit.
8. Refund Process
To request a cancellation or refund, please contact us through WhatsApp or email:
- WhatsApp: +60 16-3322264
- Email: walkertravel01@gmail.com
Please include your booking name, booking or sales order number, scheduled pickup date and the reason for your request. Include payment confirmation if available.
Cancellation timing is based on when we receive your cancellation request, not when we finish reviewing it. All times are based on Malaysia time.
We will confirm the outcome and any refund amount in writing. Approved refunds will be processed within 7–10 business days after approval and returned through the original payment method. Your bank or payment provider may require additional time before the funds appear in your account.
