Refund Policy

REFUND POLICY

At Fantastic Tour Services Sdn. Bhd. (“Company”, “we”, “our”, “us”), we aim to provide a smooth and transparent booking experience. This Refund Policy outlines the terms and conditions for cancellations, refunds, and changes related to our travel services.

1. General Policy

  • All bookings are subject to availability and confirmation
  • Refunds are processed based on the type of service booked
  • Certain services may be non-refundable depending on supplier policies

2. Cancellation by Customer

a. Tour Packages & Activities

  • More than 7 days before travel date
    → Eligible for partial/full refund (excluding admin fees)
  • 3 – 7 days before travel date
    → Partial refund (50%–70% depending on provider)
  • Less than 72 hours / No-show
    → No refund

b. Hotel Bookings

  • Subject to hotel cancellation policies
  • Some hotels offer free cancellation, others are non-refundable

c. Transportation / Car Rental

  • Cancellation terms vary depending on provider
  • Late cancellations may result in no refund

d. Promotional / Discounted Packages

  • Strictly non-refundable and non-changeable

3. Cancellation by Company

We reserve the right to cancel bookings due to:

  • Insufficient participants
  • Weather conditions
  • Safety concerns
  • Operational issues

In such cases, customers will be offered:

  • Full refund OR
  • Alternative arrangement of equal value

4. Refund Processing Time

  • Refunds will be processed within 7–30 working days
  • Processing time may vary depending on:
    • Payment method
    • Bank processing time
    • Third-party providers

5. Non-Refundable Situations

No refunds will be provided in the following cases:

  • Failure to show up (No-show)
  • Late arrival or missed departure
  • Incorrect booking information provided by customer
  • Personal reasons (e.g., change of plans)
  • Visa rejection or incomplete travel documents

6. Changes & Amendments

  • Changes to bookings are subject to availability
  • Additional fees may apply
  • Last-minute changes may not be accepted

7. Force Majeure

We are not responsible for cancellations or disruptions caused by events beyond our control, including:

  • Natural disasters
  • Government restrictions
  • Pandemics
  • Flight cancellations

Refunds in such cases are subject to third-party provider policies.

8. Administrative Fees

We reserve the right to deduct:

  • Processing fees
  • Payment gateway charges
  • Administrative handling fees

9. How to Request a Refund

To request a cancellation or refund, please contact us with:

  • Booking reference number
  • Full name
  • Reason for cancellation

Contact Details:

  • Phone: +60 19-730 0287
  • Email: support@fantastictour.com.my