+603-8889 4277
rsvn@sunbriz.online
Last Updated: [Insert date]
This Refund and Returns Policy applies to all tours, travel packages, transportation arrangements, accommodation, activities, additional services and other travel-related services booked through Sunbriz Holidays & Events Sdn. Bhd. (“Sunbriz”, “we”, “us” or “our”).
As our website primarily provides travel and tour services rather than physical products, physical product returns are generally not applicable. This policy explains the conditions relating to booking cancellations, amendments, refunds, unused services and duplicate payments.
This policy should be read together with our Terms and Conditions and any package-specific conditions stated in your quotation, invoice or booking confirmation.
A booking is only confirmed after the required deposit or full payment has been successfully received, cleared and verified by Sunbriz.
Customers are responsible for reviewing all booking information before making payment, including:
Please contact us immediately if any booking information is incorrect.
All cancellation requests must be submitted in writing to:
Email: rsvn@sunbriz.online
Your cancellation request should include:
The effective cancellation date will be the date on which Sunbriz receives the written cancellation request.
Verbal cancellation requests made by telephone, tour guide, driver, social media or another person will not be considered confirmed until they are acknowledged by Sunbriz in writing.
Unless different cancellation conditions are stated in the relevant quotation, invoice, promotion or booking confirmation, the following cancellation charges will apply:
| Cancellation Period | Cancellation Charge |
|---|---|
| 90 days or more before departure | RM200 per person or 20% of the total tour fare, whichever is higher |
| 61–89 days before departure | 50% of the total tour fare |
| 36–60 days before departure | 70% of the total tour fare |
| 35 days or less before departure | 100% of the total tour fare |
Cancellation charges are calculated based on the scheduled departure date and the total confirmed tour fare, not only the amount already paid.
Where the cancellation charge is greater than the amount already paid, the customer may remain responsible for the outstanding cancellation amount, subject to the booking terms and applicable law.
Certain services may be non-refundable once reserved, issued or confirmed by a third-party provider.
These may include:
Where a booking includes a non-refundable component, the relevant supplier charge may be deducted from the refundable amount.
Any package-specific non-refundable condition will normally be communicated in the quotation, invoice or booking confirmation.
Customers requesting cancellation because of exceptional circumstances should provide written notice and supporting documents as soon as possible.
Circumstances that may be considered include:
Supporting documents may include a medical certificate, hospital letter, death certificate, government notice or other relevant evidence.
Each request will be assessed individually. Providing supporting documents does not automatically guarantee:
Any refund or reduction approved under exceptional circumstances remains subject to supplier conditions, non-refundable reservations and costs already incurred for the booking.
Customers are strongly encouraged to purchase travel insurance that includes trip-cancellation coverage.
Requests to change any part of a confirmed booking must be submitted in writing.
Amendment requests may include changes to:
All amendments are subject to availability and approval by Sunbriz and the relevant service providers.
The customer is responsible for any:
Where a supplier does not permit a name, traveller or date change, the request may be treated as a cancellation of the original booking and the creation of a new booking.
Making an amendment request does not guarantee that the requested change will be available.
A customer who does not attend the tour on the confirmed date without an approved cancellation will be considered a no-show.
No-shows are subject to a cancellation charge of 100% of the total tour fare.
No refund will normally be provided for services missed or unused because of:
This applies to unused accommodation, meals, transportation, entrance tickets, activities, guide services and other package inclusions.
Sunbriz may cancel a tour or booking where reasonably necessary due to operational, safety or availability issues.
Where Sunbriz cancels an entire tour for reasons within our reasonable control before the service begins, affected customers will normally be offered one of the following:
The customer will not be required to accept booking credit or an alternative arrangement instead of an otherwise applicable refund.
Sunbriz will not be responsible for indirect or consequential expenses arising from the cancellation, such as independently booked flights, accommodation or transportation. Customers should obtain suitable travel insurance for such expenses.
Tours, transportation schedules, attractions and activities may be delayed, changed, replaced or cancelled because of circumstances beyond our reasonable control.
These circumstances may include:
Where possible, Sunbriz will attempt to arrange a reasonable alternative.
Where a third-party service is cancelled, delayed or changed, any refund will be subject to:
A change in itinerary or the replacement of an activity with a reasonably comparable alternative will not automatically entitle the customer to a full refund.
A request to change the travel date or transfer the booking to another traveller is not automatically treated as a cancellation.
However, if the requested change cannot be fulfilled, the original booking will remain valid unless the customer chooses to cancel it.
If the customer then cancels the booking, the applicable cancellation charges will be calculated from the date Sunbriz receives the confirmed written cancellation request.
Promotional packages, discounted bookings and special offers may have separate cancellation and refund conditions.
A promotion may be:
Where different conditions apply, they will be stated in the promotion, quotation, invoice or booking confirmation and will apply to that particular booking.
Bookings confirmed before or after a promotion are not eligible for retrospective promotional pricing or a refund of the price difference.
Where a refund is approved, the refundable amount will generally be calculated as follows:
Total amount paid
Less applicable cancellation charges
Less non-refundable supplier costs
Less services already provided
Less unrecoverable payment or administrative charges
Sunbriz will provide an explanation of the refund calculation upon request.
No refund will exceed the amount actually received by Sunbriz for the affected booking.
Foreign-exchange differences, international bank fees and charges imposed by the customer’s bank or card provider are not controlled by Sunbriz and may not be refundable.
Approved refunds will normally be returned using the original payment method used for the booking.
Where the original payment method is unavailable, expired or unable to receive the refund, Sunbriz may request the customer’s bank information or arrange another mutually agreed refund method.
For security and fraud-prevention purposes, refunds will normally be issued only to:
Sunbriz may request identification, payment evidence or bank information before releasing a refund.
Approved refunds will be processed as soon as reasonably practicable after:
After Sunbriz processes the refund, additional time may be required for the amount to appear in the customer’s bank, card or payment account. This processing time is controlled by the relevant bank or payment provider.
Customers will be informed if a refund is delayed because Sunbriz is waiting for confirmation or repayment from a third-party supplier.
Customers should contact Sunbriz promptly if:
Verified duplicate payments or overpayments will be:
Sunbriz may request payment receipts, transaction references or bank records to verify the duplicate payment or overpayment.
Certain payment-processing, bank or card charges may be non-refundable where those charges have already been retained by the payment provider.
Where a refund is issued through a payment gateway, bank or card provider, the final amount received may be affected by:
These external charges are controlled by the relevant financial institution or payment provider.
Customers who believe a payment or refund is incorrect should contact Sunbriz first so that we can investigate and attempt to resolve the matter.
Submitting a chargeback or payment dispute while a refund request is already being processed may delay the investigation or refund.
Nothing in this section limits any right or remedy available to the customer under applicable law.
Nothing in this Refund and Returns Policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded under Malaysian law.
Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
For cancellation, amendment or refund requests, please contact:
Sunbriz Holidays & Events Sdn. Bhd.
Company Registration No.: 201001000891 (0885463-H)
12C-A, Jalan BM1/2,
Taman Bukit Mayang Emas,
47301 Petaling Jaya, Selangor, Malaysia
Email: rsvn@sunbriz.online
Telephone: +603-8889 4277
