Terms and Conditions

These terms and conditions apply to all bookings made with ARBA Travel & Tours Sdn Bhd ("ARBA Travel"). By making any payment, you acknowledge that you have read, understood, and agree to comply with these terms throughout the duration of your trip.

General Notes

1. Official Communication

All official communication regarding bookings or trips will be made only with the registered booking holder. ARBA Travel will not be held responsible for any miscommunication or failure to share information with other participants by the booking holder.

2. Responsibility for Passenger Details & Documents

Customers are fully responsible for ensuring that all passenger details and supporting documents (such as passport information, photos, flight tickets, visa details, etc.) are accurate, complete, and valid at the time of submission.

ARBA Travel is not obligated to verify, check, or confirm the accuracy of any information or documents provided by the customer. ARBA Travel is not required to contact customers for clarification on these details.

3. Consequences of Incorrect Information

ARBA Travel will not be held responsible for any loss, delays, rejections, cancellations, additional charges, penalties, or other issues that arise due to incorrect or incomplete information submitted by the customer.

Any costs or charges arising from errors in passenger details, including amendment fees, rebooking, reissuance, or penalties imposed by airlines, embassies, suppliers, or authorities, shall be borne fully by the customer.

4. Booking Modifications or Cancellations

Requests to modify or cancel a booking will only be deemed valid once written confirmation ("black and white") is received from ARBA Travel. ARBA Travel will not actively pursue customers for decisions.

If no response is provided within the stipulated timeframe, the booking will remain unchanged, and ARBA Travel will not be liable for any consequences arising from this.

5. Subsequent Payments

Any subsequent payments for meals, travel insurance, or other related services/products must be made upon receipt of the invoice from ARBA Travel.

6. Cancellation by ARBA Travel

Customers will be entitled to a full refund in the event that ARBA Travel cancels the trip.

This full refund policy applies only to cancellations arising from internal operational matters, including but not limited to:

• Insufficient number of participants
• Inability to secure suitable flight arrangements
• Other internal trip management or operational issues

Full refunds are not applicable in cases of Force Majeure events, including but not limited to natural disasters, government restrictions, acts of war, pandemics, or other circumstances beyond the company's control.

In such Force Majeure situations, any refund shall be strictly subject to the refund policies of the respective suppliers and airlines. The amount refunded will be based solely on the actual refundable amount received from suppliers and/or airlines.

Notwithstanding the above, where ARBA Travel issues an official Force Majeure declaration and cancels the affected trip in full prior to departure, the Force Majeure Deferment and Credit Shell Policy under Section 8 shall govern the resolution for all affected customers. The Credit Shell Scheme under Section 8 shall apply in place of any cash refund obligation.

7. Responsibility for Property Damage

Customers are fully responsible for any damage caused to property, including but not limited to accommodation, vehicles, or equipment, during the trip. The customer must cover the cost of repair or replacement. Failure to settle such charges may result in a loss of eligibility for future bookings with ARBA Travel.

Section 8: Force Majeure & Credit Shell Policy

This section governs trip cancellations declared by ARBA Travel in full prior to departure, arising from Force Majeure events. Where ARBA Travel issues an official full pre-departure cancellation declaration, this Section shall prevail over all other provisions. For Force Majeure events occurring during a trip or causing partial disruption only, Notes Section 6.3 and 6.4 shall continue to apply.

8.1 Definition of Force Majeure

A "Force Majeure Event" means any event or circumstance beyond the reasonable control of ARBA Travel that renders the trip operationally unsafe, legally impermissible, or impossible to carry out. Force Majeure Events include but are not limited to the following categories:

• Acts of War & Armed Conflict, declared or undeclared war, military operations, geopolitical sanctions, or occupation of territory.
• Acts of Terrorism & Civil Unrest, acts of terrorism, sabotage, riots, insurrection, or threat of imminent terrorist attack as declared by relevant authorities.
• Natural Disasters & Extreme Weather, earthquake, tsunami, volcanic eruption, severe flooding, cyclone, wildfire, or extreme weather rendering travel unsafe.
• Public Health Emergencies, pandemic or epidemic declared by WHO or Malaysian authorities, quarantine, travel bans, or outbreak of infectious disease.
• Government & Regulatory Actions, travel advisories, bans, visa/immigration policy changes, border closures, or regulatory suspension of airline routes.
• Aviation & Transport Disruptions, airline groundings, airport closures, or significant disruption to transport infrastructure.
• Nuclear, Chemical & Environmental Incidents, nuclear incidents, radiation emergencies, chemical or biological hazards, or environmental contamination.
• General Catch-All, any other event, act of God, or circumstance not within the reasonable control of ARBA Travel, as determined at ARBA Management's sole and reasonable discretion.

8.2 Declaration of Force Majeure

• The declaration of a Force Majeure Event and the activation of this Section shall be made solely by ARBA Travel Management in writing.
• ARBA Travel will endeavour to notify all affected customers no less than 14 days prior to the scheduled departure date where the event's nature permits such advance notice.
• In the event of a sudden or unforeseeable Force Majeure Event, ARBA Travel reserves the right to declare the Force Majeure Event and activate this Section with a shorter notice period, notifying customers as soon as reasonably practicable.
• Official notification will be communicated via email from cs@arbatravel.com to the registered booking holder's email address. This email constitutes the official and binding notice of Force Majeure declaration.
• Customers are responsible for ensuring their registered email address on file is current, accurate, and active. ARBA Travel shall bear no liability for failure of notification due to an incorrect or unmonitored email address.
• Once issued, the Force Majeure declaration is final and binding on all affected customers under the declared booking batch.

8.3 Activation of Credit Shell: No Cash Refund

• The Credit Shell Scheme applies exclusively to bookings where ARBA Travel has issued an official full pre-departure cancellation declaration arising from a Force Majeure Event.
• Upon issuance of a qualifying Force Majeure declaration, the Credit Shell Scheme shall automatically apply to all affected bookings.
• All payments made by the customer for the affected trip are strictly non-refundable in cash. No cash refund shall be issued as a standard resolution.
• The total amount paid will be converted in full into a Credit Shell, usable for future travel and products with ARBA Travel.
• ARBA Travel will issue a Credit Shell confirmation via email from cs@arbatravel.com. Customers are required to present valid identification, MyKad for Malaysian citizens, or valid passport for non-citizens, matching the registered booking holder's details upon redemption.

8.4 Credit Shell Value & Nature

• The Credit Shell value shall be equal to 100% of the total amount paid by the customer to ARBA Travel for the affected booking, including deposits and all subsequent payments.
• The Credit Shell functions as a monetary wallet holding the customer's paid amount in Malaysian Ringgit (MYR). It carries the exact MYR value paid and may be applied toward eligible ARBA Travel products and services.
• The Credit Shell has no cash value. It cannot be encashed, redeemed for cash, or exchanged for monetary consideration.
• Third-party payments made directly by the customer and not paid to ARBA Travel, such as personal visa fees, independent travel insurance, and airport transfers not booked through ARBA, are excluded from the Credit Shell value.

8.5 Credit Shell Validity

• The Credit Shell is valid for a period of 5 years from the original scheduled departure date of the affected trip.
• As ARBA Travel issues the Force Majeure declaration prior to the scheduled departure date, customers will effectively have a validity period exceeding 5 years from the date of declaration.
• For bookings with multiple passengers or departure dates, the earliest scheduled departure date shall be used as the commencement date for the 5-year validity period.
• Upon expiry, any remaining unused value shall be forfeited without compensation, refund, or extension.
• No extension of Credit Shell validity shall be granted except at the sole discretion of ARBA Management upon written request.

8.6 Eligible Usage

The Credit Shell may be applied as full or partial payment toward any product or service offered and sold directly by ARBA Travel, including:

• Group Tour (GT) packages to any destination
• Private Tour (PT) packages including ground arrangements and/or flights
• Self Tour packages
• Cruise Tour packages
• Any other travel product or service sold directly by ARBA Travel

The Credit Shell cannot be used for payments to third parties not arranged or invoiced through ARBA Travel, personal travel insurance purchased independently, or cash withdrawal.

8.7 Partial Redemption & Remainder

• Customers may redeem the Credit Shell in multiple transactions across different bookings, provided each redemption falls within the 5-year validity period.
• Any unused remainder shall carry forward automatically to the same registered booking name and remain subject to the original expiry date. No extension of validity shall be granted on the remainder.
• Each partial redemption will be recorded and the updated Credit Shell balance will be communicated to the customer by ARBA Travel.

8.8 Non-Transferability

• The Credit Shell is strictly non-transferable. It is tied exclusively to the registered booking holder's name and verified identity as recorded in ARBA Travel's system at issuance.
• Any booking using the Credit Shell must be made under the same registered booking name. ARBA Travel will require verification of the holder's identity, MyKad or passport number, before processing any redemption.
• The Credit Shell may not be assigned, gifted, sold, or transferred to any other person under any circumstances.
• Minor corrections to the registered name arising from typographical errors on the same person's identity may be permitted at ARBA Travel's discretion, subject to valid supporting documentation.

8.9 – 8.10 Top-Up & Price Difference

• If a customer redeems the Credit Shell toward a trip or product of higher value than the Credit Shell balance, the customer must pay the difference in full prior to confirmation of the new booking.
• The Credit Shell functions as a fixed MYR wallet reflecting the original amount paid. It does not adjust for inflation, currency fluctuation, or price changes in ARBA Travel's product catalogue.
• If the product selected at time of redemption is of lower value than the Credit Shell balance, the remaining balance carries forward. No cash change or refund shall be issued for the difference.
• All package prices at the time of redemption are subject to the prevailing rates, including peak season surcharges, fuel surcharges, airline fare adjustments, currency fluctuations, and last-minute surcharges.

8.11 Open Date Option

• Customers who do not wish to select a new trip immediately may hold their Credit Shell as an Open Date credit, to be utilised within the 5-year validity period.
• When ready to confirm, the final confirmation must be submitted in writing via email to cs@arbatravel.com and shall be valid only upon written acknowledgement by ARBA Travel.
• 45 days or more before intended departure: confirmation accepted.
• 31 to 44 days before intended departure: accepted at ARBA Travel's sole discretion and not guaranteed.
• 30 days or less before intended departure: will not be accepted under any circumstances.
• All Open Date redemptions are subject to seat availability, updated package pricing, and operational feasibility at the time of confirmation.

8.12 Complimentary Gifts Under Force Majeure

• Complimentary gifts, promotional benefits, or special offers granted under the original booking promotion shall be retained if the customer reschedules to another departure date of the same destination, subject to gift quota availability and ARBA Travel's sole discretion.
• Complimentary gifts shall not be carried forward or transferable if the customer changes to a different destination.
• If the complimentary gift is no longer available at the time of rescheduling due to stock depletion or promotion expiry, ARBA Travel is not obligated to substitute, replace, or compensate in lieu of the gift.
• The non-utilisation or non-availability of any complimentary gift shall not entitle the customer to any refund, price reduction, Credit Shell top-up, or claim against ARBA Travel.

8.13 General Provisions

• The Credit Shell has no cash value and cannot be encashed, redeemed for cash, or exchanged for any monetary consideration under any circumstances.
• Any expired Credit Shell balance is forfeited without compensation, refund, extension, or reinstatement.
• ARBA Travel's decision on all matters relating to Force Majeure declarations, Credit Shell issuance, valuation, eligibility, and redemption shall be final and binding.
• ARBA Travel reserves the right to amend, revise, or update this Section at any time without prior notice, subject to operational requirements and external circumstances.
• Personal Data Protection: Personal data collected for Credit Shell purposes, including identity card and passport numbers, is processed in accordance with the Personal Data Protection Act 2010 (Malaysia) and is used solely for identity verification and Credit Shell administration.

Credit Shell Quick Reference (Table 4.0)

Section 9: Conduct & Ethical Standards

ARBA Travel & Tours Sdn Bhd operates as a Halal travel company. All trips and arrangements are conducted in accordance with Islamic values and Halal travel principles. While ARBA Travel welcomes customers of all backgrounds and faiths, all customers are required to respect and observe these standards throughout the duration of the trip.

9.1 Prohibited Conduct

The following is strictly prohibited in any vehicle, accommodation, vessel, or premise arranged or provided by ARBA Travel:

• Consumption, possession, or distribution of alcohol or intoxicating substances
• Consumption, possession, or distribution of non-Halal food or beverages in any shared space, vehicle, or accommodation arranged by ARBA Travel
• Offensive, abusive, threatening, or disrespectful conduct toward ARBA Travel staff, guides, drivers, or fellow travellers
• Any conduct that violates the laws of the destination country or Malaysia

9.2 Non-Halal Arrangements

ARBA Travel does not arrange, facilitate, or recommend non-Halal food, beverage, or entertainment as part of any package. Customers requiring such arrangements are solely responsible for making and bearing the cost of those arrangements independently.

Non-Halal items obtained independently shall not be consumed, stored, or brought into any shared space, vehicle, or accommodation arranged or provided by ARBA Travel.

9.3 Warning & Enforcement

• Where a customer is found to be in violation of Section 9.1, ARBA Travel staff reserve the right to issue a formal first warning. The customer must immediately cease the prohibited conduct.
• Any retaliation, verbal abuse, intimidation, or physical threat directed at ARBA Travel staff as a result of issuing a warning shall constitute an immediate ground for trip termination without the requirement of a first warning.
• If prohibited conduct persists following the first warning, or where immediate termination applies, ARBA Travel reserves the right to terminate the customer's participation immediately. The customer must arrange their own onward accommodation, transport, and repatriation at their own cost. The standard Cancellation Policy shall be enforced in full and no refund shall be due.
• ARBA Travel's decision on conduct matters, warnings, and trip termination shall be at the sole and reasonable discretion of the authorised ARBA Travel representative present, and shall be final and binding.

9.4 Acknowledgement

By making any payment to ARBA Travel, the customer confirms they have read, understood, and agree to comply with the conduct standards in this Section for the full duration of any trip with ARBA Travel.

Section 10: Tentative Flight Information & Customer's Independent Arrangements

ARBA Travel provides preliminary flight information to assist customers in general travel planning. Customers are advised to read this Section carefully before making any independent travel arrangements.

10.1 Airline-Initiated Changes

• ARBA Travel acts as a booking agent in arranging flights on behalf of customers. Once flight tickets are issued, the operation, scheduling, and management of those flights are entirely within the airline's control and beyond ARBA Travel's reasonable control.
• ARBA Travel shall bear no liability for any loss, delay, additional cost, missed connection, or inconvenience arising from any airline-initiated change, including flight delays/cancellations, last minute gate/routing changes, schedule amendments, rebooking/rerouting/downgrading decisions, or operational/technical/regulatory disruptions.
• Any claim for compensation, refund, or reimbursement arising from airline-initiated changes must be directed by the customer to the airline directly in accordance with the airline's applicable policies and passenger rights regulations.

10.2 Tentative Flight Details

• Flight details provided by ARBA Travel more than 14 days prior to the scheduled departure date, including flight numbers, departure and arrival times, transit points, and routing, are strictly tentative and subject to change without prior notice.
• The confirmed and final flight itinerary will only be issued no earlier than 14 days prior to departure, subject to airline confirmation and operational feasibility.

10.3 Customer's Independent Arrangements

• Customers are strongly advised not to make any independent travel arrangements, including connecting flights, ground transport, accommodation, or any other booking, based on tentative flight details provided more than 14 days before departure.
• Any independent arrangement made prior to the issuance of the confirmed itinerary is made entirely at the customer's own risk and cost. ARBA Travel shall bear no liability for any loss, additional cost, penalty, or inconvenience arising.
• Customers intending to make independent supplementary arrangements are advised to wait for the confirmed flight itinerary. For assistance, contact cs@arbatravel.com or +603-8600 9808.

10.4 Customer's Responsibility to Reach Departure Airport

• Each customer is solely responsible for making their own arrangements to reach the designated departure airport on time for the scheduled group departure, including any domestic feeder flights, inter-state ground transport, overnight accommodation, or other travel required.
• Customers joining from states other than the departure city, including Sabah, Sarawak, Kelantan, Terengganu, or any other region requiring inter-state travel, and customers joining from outside Malaysia, are strongly advised to plan their arrival at the departure city at least one (1) day prior to the scheduled group departure date.
• ARBA Travel shall bear no liability for any cost, loss, or consequence arising from a customer's failure to arrive at the departure airport in time, regardless of the reason including domestic flight delays, ground transport disruptions, immigration delays, or personal circumstances.
• In the event a customer misses the group departure, any cost incurred to rejoin the group, including alternative flights, accommodation, ground transport, and visa fees, shall be borne entirely by the customer.
• ARBA Travel recommends that customers purchase comprehensive travel insurance that covers missed departures, travel delays, and related contingencies prior to travel.

Disclaimer

1. This policy is subject to the terms and conditions of ARBA Travel.
2. ARBA Travel reserves the right to amend or update this policy at any time without prior notice.
3. By making any payment, you acknowledge that you have read, understood, and agreed to abide by the company's terms and conditions, as well as any applicable tax laws and regulations.

This policy supersedes all previous versions. Version 6.0, Effective June 2026. Issued by ARBA Travel & Tours Sdn Bhd (1093130-M). This policy is issued in English and translated into Bahasa Malaysia for convenience. In the event of any inconsistency or dispute as to interpretation between the two versions, the English version shall prevail.

Contact Us

For any enquiries regarding these terms and conditions, please email cs@arbatravel.com or call 03-8600 9808.