GENERAL

All tour prices quoted by Remarkable Borneo Travel & Tours Sdn. Bhd. (hereinafter referred to as ‘Remarkable Borneo’) are in Ringgit Malaysia (MYR) and are valid for the duration specified.

RESERVATION POLICY

GENERAL TOURS

1. All tours quoted by Remarkable Borneo are valid for a duration of 14 days from the date of issue or the indicated validity term, whichever occurs first. If no confirmation of the time period is received, Remarkable Borneo reserves the right to adjust the tour price, subject to availability.
2. A 50% deposit (within 3 working days) is required to confirm bookings, and the remaining balance is due 45 days prior to the tour’s start date, or the date specified, whichever is earlier. Please keep in mind that bookings are not guaranteed or secure until Remarkable Borneo receives a deposit payment with proof of payment.
3. For short-term reservations booked less than one month prior to the tour’s start, full payment 100% is expected immediately.
4. Remarkable Borneo maintains the right, without prior notice, to release or cancel any bookings for which the required deposit has not been paid by the due date.

MOUNT KINABALU CLIMB TOURS

1. All tours quoted by Remarkable Borneo, including but not limited to booking climb slots, will be valid for a period of three (3) days from the date provided. If no confirmation and/or deposit payment are received within the specified time frame, Remarkable Borneo has the right to re-quote the tour price, subject to availability.
2. Payment of the deposit for Mount Kinabalu packages:
   • Normal Mount Kinabalu Climb – A 40% deposit (within 3 working days) is required to confirm bookings, and the remaining balance is due 45 days prior to trip commencement. Please note that bookings are not confirmed or secured until a deposit payment is received by Remarkable Borneo.
   • Mount Kinabalu Via Ferrata Climb – A 50% deposit (within 3 working days) is required to confirm bookings, with the remainder due 45 days before the tour’s start. Please note that bookings are not confirmed or secured until a deposit payment is received by Remarkable Borneo.
   • For short-term reservations booked less than one month prior to the tour’s start, full payment is expected immediately.
3. Without prior notice, Remarkable Borneo maintains the right to release or cancel any bookings for which the required deposit has not been received by the due date.
4. Deposits are non-refundable and non-transferable. Changes in climbers are subject to an RM50.00 nett/pax amendment service charge.
5. Any adjustments made prior to 60 days of the arrival date after full payment has been received will be subject to the following:
   • Malaysian changed to International climber > Climber has to pay the difference in rate(s).
   • International changed to Malaysian climber > Rate(s) will remain.

CANCELLATION POLICY

GENERAL TOURS

1. If Remarkable Borneo Tours receives a cancellation request prior to the tour’s final payment date, we will retain your non-refundable deposit and apply cancellation fees.
   • Cancellation within (30) days of arrival or more than (30) days prior to arrival 50% of the Total Tour Cost will be charged.
   • Cancellation within (15–29) days prior to arrival, 75% of the tour’s total cost will be charged.
   • Cancellation within (04-14)days prior arrival, 90% of the Tour’s Total Cost will be charged.
   • Cancellation on / less than (03) days prior arrival or No Show 100% of Total Tour Cost will be charged.
2. For tour products or individual components supplied by third parties, such as airline tickets, hotel/lodge bookings, and so on, cancellation fees in accordance with the terms and conditions of the respective third parties shall apply, in addition to a minimum handling charge of RM50 per service per person.
3. Strictly No Refund, No Date Change, No Name Change, and cancellations are allowed for promotion tour package.

MOUNT KINABALU CLIMB TOURS

1. If Remarkable Borneo Tours receives a cancellation request prior to the tour’s final payment date, we will retain your non-refundable deposit and apply cancellation fees.

• • Cancellation on / more than (60) days prior arrival Deposit will be Forfeited.

1. • Cancellation on / less than (01-59) days prior arrival 100% of Total Tour Cost will be charged
2. Strictly No Refund, No Date Change, No Name Change and cancellations are allowed for promotion and budget climbing packages.
3. If you decide to cancel your booking in whole or in part (whether for yourself or for another member of your party), the cancellation will take effect only if Remarkable Borneo Tours receives written confirmation of the cancellation.

REFUND

1. No refunds will be issued for unused accommodations, meals, tours, transportation, or any other services.
2. There will be NO refunds for the Mount Kinabalu Climb Package under any circumstances, including, but not limited to, summit closure due to bad weather, Acts of God, being refused climb by Sabah Parks rangers or mountain guides due to your personal health and well-being, personal reasons, flight cancellation, or any other reason.
   • Important Note on Weather and Summit Access:

     • Your Mount Kinabalu summit attempt is scheduled for early morning, when the weather is usually most favourable. However, weather conditions can change unexpectedly and are beyond our control.

       For safety reasons, Sabah Parks may decide to close the summit trail or Via Ferrata activity at any time. In such cases, we’re unable to offer any refunds. This is because your booking includes permits, accommodation, meals, guide services, insurance, and transfers — all of which are non-refundable once confirmed.

3. Failure to present on the day of departure will be treated as a no show. There will be no refunds.
4. If a refund is required, we shall process eligible refund requests within a minimum of thirty (30) days, depending on the compliance and commitment of the participating suppliers.
5. Remarkable Borneo Tour will not process a refund request unless and until the guest completes the Refund Details Acknowledgement Form.

CLIENT’S RESPONSIBILITIES

You, as our client, are accountable for:

1. Review the details on your Confirmation Invoice, before proceed with any payment or transaction with Remarkable Borneo. You should immediately inform us if there is a discrepancy.
2. To check and update your travel documents required before entering Malaysia).
3. Presenting yourself in order to take up all pre-booked tour components. There will be no credit or refunds if you are unable to participate in any component of your tour due to personal reasons.
4. Respecting the authority of the tour leader and adhering to the laws of the nations included in your itinerary during a tour.

TRAVEL DOCUMENTS / PASSPORT / VISA

1. It is the responsibility of the client to ensure that all travel documents are valid and up to date prior to departure. This includes, but is not limited to:
   • A valid passport with at least six (6) months’ validity from the date of entry.
   • Applicable visas, permits, or approvals required by immigration authorities in Malaysia or any other relevant country on the itinerary.
2. Remarkable Borneo is not liable for any consequences, including denial of entry or deportation, arising from non-compliance with immigration requirements. No refunds will be provided for missed tours or services due to incomplete or invalid travel documents.

PAYMENT & BANKING DETAILS

1. All payments must be made in full by the specified deadlines stated in the booking confirmation and invoices. Failure to do so may result in the cancellation of your booking without prior notice.
2. Payments can be made via:
   • Bank transfer
   • Credit/debit card (subject to applicable service fees)
   • Online payment gateway (where available)
3. All bank charges, currency exchange fees, and third-party payment processing fees are to be borne by the client. Proof of payment must be emailed to Remarkable Borneo to confirm your reservation.
4. Official banking details will be provided in your invoice. Kindly ensure you remit payments only to the account listed in our official communications. Remarkable Borneo will not be held responsible for any losses due to payments made to incorrect or fraudulent accounts.

FORCE MAJEURE

1. Remarkable Borneo shall not be held liable or responsible for failure to perform its obligations or delay in executing its services under these Terms and Conditions due to events beyond its reasonable control, including but not limited to:
   • Natural disasters (e.g., floods, earthquakes, landslides)
   • Fires, pandemics, or outbreaks of disease
   • War, terrorism, civil unrest, strikes, or labor disputes
   • Government restrictions or regulations
   • Flight or transportation delays and cancellations caused by weather or other uncontrollable events.
2. In such cases, Remarkable Borneo reserves the right to postpone, cancel, or alter any part of the tour itinerary without liability, and any additional costs arising from such changes shall be borne by the client. We strongly encourage clients to purchase travel insurance to cover these eventualities.

LIABILITY

1. Remarkable Borneo disclaims all liability for any loss, damage, accident, injury, sickness, or schedule modification caused by inclement weather, strike, natural disaster, pandemic, or any other unforeseen event.
2. Remarkable Borneo or its supplier maintains the right to adjust routes, itineraries, or departure timings in the event that unforeseen circumstances necessitate such changes. Should this occur, arrangements of a comparable standard will be substituted.
3. As a result, we strongly advise all of our clients to purchase comprehensive travel insurance to cover all eventualities.

PERSONAL TRAVEL INSURANCE

1. All clients are highly urged to buy comprehensive personal travel insurance in order to protect themselves against unforeseen occurrences that may arise during their holiday.
2. It is recommended that you purchase travel insurance policies that include coverage for personal injury, death, medical expenses, and repatriation costs in the countries you intend to visit, as well as baggage and valuables loss, personal liability, delay, cancellation, curtailment, and missed departure.

THIRD PARTY SERVICE PROVIDERS

Remarkable Borneo provides travel and/or other services to visitors either directly or through agents for third-party suppliers (“Third Party Suppliers”) engaged in or related with the travel industry, such as hotel providers, activity providers, and transfer operators. We act as agents for such principals and thus accept no liability for any loss, damage, injury, or death suffered by any guest as a result of any alteration, act, or omission by such principals or their failure to perform their obligations, whether in relation to travel arrangements, accommodation, or otherwise. Travel services and other services are subject to the terms and restrictions imposed by these suppliers, and their liability is restricted by their tariffs, terms of carriage, tickets and vouchers, and international conventions and agreements governing the provision of such services.

Remarkable Borneo Travel & Tours Sdn. Bhd. reserves the right to make changes, modifications, or updates to these Terms & Conditions at its sole discretion and without prior notice. The most recent and applicable version will always be published on the Company’s official website and will override any earlier versions.

Clients are advised to check the Terms & Conditions periodically. By continuing to engage with our services, you agree to be bound by the latest version in effect at the time of your booking or travel.