Return Refund & Cancellation Policy

Last updated: 26/08/2026

This Return, Refund & Cancellation Policy applies to all bookings made with KMA Travel & Tours Sdn Bhd ("we", "us", "our") and forms part of our Terms and Conditions. Please read it before you book — travel products are time-sensitive and are treated differently from ordinary retail goods.

1. Important: Travel Is Not a Returnable Good

Travel arrangements are reserved for you specifically and cannot be returned or resold once confirmed. There is therefore no automatic right of return, exchange or "cooling-off" period on a confirmed booking. Cancellation charges apply because we commit your payment to airlines, hotels and other Suppliers as soon as your booking is made, and those commitments are largely non-recoverable.

2. Cancellation by You

All cancellations must be made in writing by the Lead Passenger to enquiry@kmatraveltours.com, quoting your booking reference. A cancellation takes effect on the working day we receive it — not the date you send it. Telephone cancellations are not accepted.

Unless your booking confirmation states otherwise, the following scale applies to the total tour price per person:

These charges are in addition to any non-refundable amounts described in section 3. Where a Supplier's own cancellation charge exceeds the scale above, the Supplier's charge applies.

3. Non-Refundable Items

The following are never refundable, regardless of when you cancel:

• Deposits, described as non-refundable at the time of booking;
• Air tickets already issued, and any airline cancellation, reissue or no-show penalty;
• Visa, consular and permit fees, whether or not the application succeeds;
• Travel insurance premiums, once the policy is issued;
• Accommodation, cruise fares, rail passes and event or attraction tickets booked on non-refundable or promotional rates;
• Administration and amendment fees already charged;
• Any third-party payment gateway or bank charge incurred on the original transaction.

4. Amendments

Where a change is possible, an administration fee of RM [AMENDMENT FEE] per person per change applies, plus any Supplier charge and any increase in price. Requests must be in writing and are subject to availability — we cannot guarantee any change can be made.

Please note: a name change is treated by most airlines as a cancellation and rebooking, and will be charged as a cancellation under section 2. A request to change dates or destination made within [BALANCE DUE DAYS] days of departure is treated as a cancellation and a new booking.

5. Cancellation by Us

We may cancel your booking if:

• the minimum number of participants for a group tour is not reached — you will be notified at least [MINIMUM NUMBERS NOTICE] days before departure;
• the balance of your payment is not received by the due date;
• an event beyond our reasonable control makes the arrangements impossible or unsafe (see section 6).

Where we cancel for the first reason, you may choose a full refund of all monies paid to us, or transfer to an alternative tour with any difference in price paid or refunded. Where we cancel because you have not paid, the cancellation charges in section 2 apply. Beyond this, we are not liable for any incidental expense you have incurred, such as separately purchased flights, visas or leave arrangements — this is why we strongly recommend travel insurance.

6. Force Majeure

If a tour is cancelled or curtailed because of war, civil unrest, terrorism, natural disaster, adverse weather, epidemic or pandemic, government or border action, quarantine, strike, or any other event beyond our reasonable control, we will refund all monies paid to us less any sums already paid to Suppliers that we are unable to recover, and less a reasonable administration fee. Where a Supplier issues a credit note or future travel voucher instead of cash, we will pass that credit to you on the same terms. We are not liable to pay compensation in these circumstances.

7. Unused Services and Early Return

No refund is due for any meal, excursion, transfer, accommodation night or other service that you do not use, arrive too late to use, or choose not to take, whether or not the reason is within your control. If you leave a tour early for any reason, no refund is payable for the unused portion, and any additional cost of your return is yours to meet. Claims of this kind are normally covered by travel insurance.

8. How Refunds Are Paid

1. Approved refunds are paid to the Lead Passenger only, using the original payment method. We cannot refund to a different card, account or person.
2. We will process refunds within [REFUND PROCESSING DAYS] working days of confirming the amount. Where funds must first be recovered from an airline or overseas Supplier, this may take considerably longer — airline refunds in particular can take several billing cycles — and we will keep you updated.
3. Your bank or card issuer may take a further 5 – 14 working days to post the credit to your statement.
4. Refunds are made in Malaysian Ringgit (RM). Where the original payment was in another currency, the amount received may differ due to exchange rate movement and bank charges, and we are not responsible for that difference.

9. Travel Insurance Claims

If you cancel for a reason covered by your policy — illness, injury, bereavement, jury service and similar — you may be able to recover the cancellation charges from your insurer. On request we will provide a cancellation invoice and confirmation of the charges applied to support your claim. We cannot submit a claim on your behalf.

10. Complaints and Refund Disputes

If you are dissatisfied with a service, you must raise it at the time with the tour leader or Supplier so it can be resolved on the spot; a claim for a refund is unlikely to succeed if we were not given the opportunity to put things right. Any refund claim must be submitted in writing to enquiry@kmatraveltours.com within 30 days of your return, with your booking reference and supporting evidence. We will acknowledge within 7 working days and aim to reply substantively within 28 days.

11. Chargebacks

Please contact us before raising a chargeback with your bank. Initiating a chargeback while a refund request is under review may delay resolution, and we reserve the right to recover from you any chargeback fee and any sum improperly recovered where the cancellation charges in this Policy were correctly applied.

12. Your Statutory Rights

Nothing in this Policy limits your rights under the Consumer Protection Act 1999 or any other applicable Malaysian law.

13. Contact Us

KMA Travel & Tours Sdn Bhd
A1-18-12, Arcoris Business Suite, 10, Jalan Kiara, 50480 Mont Kiara, Kuala Lumpur, Malaysia
Telephone: 60364612324
Email: enquiry@kmatraveltours.com
Company No.: 201801004103 (1266117-W)  |  MOTAC Licence No.: [MOTAC LICENCE NO]