Refund Policy

1. REFUNDS

1. Non-Refundable Payments During Events: Payments made (both deposits and full payments) during promotional events such as MATTA Fair, roadshows, and similar events are strictly non-refundable.
2. Unused Services: No refunds will be provided for any unused services included in the tour package, such as accommodation, meals, sightseeing, transportation, or airfare, regardless of the reason.
3. Foreign Travel Advisories: Full refunds may be granted for tour bookings made prior to any official travel advisory issued by the Malaysian Ministry of Foreign Affairs (Wisma Putra). Bookings made after such advisories are issued will not qualify for refunds, as outlined in Clause 2 (5)(i) and (ii).
4. Health Conditions: Refunds due to medical or health conditions will be determined according to Clause 3 (c) and 3(d), with consideration of the circumstances provided.
5. Special Cases: Refunds may be considered on a case-by-case basis at the sole discretion of ZFB Travel.
6. Company-Initiated Cancellations: ZFB Travel reserves the right to cancel and refund a customer’s deposit without explanation.
7. Airline & Supplier Dependency: Refunds, if approved, may vary depending on the terms and conditions set by airlines and other relevant suppliers. The final refund amount may differ from the original amount paid by the customer.
8. Refund Processing Time: Where a refund is eligible, ZFB Travel will process it within sixty (60) days of receiving the refund request. Refunds will be issued on the 60th day.
9. Refunds in Credit: Any approved refunds will be issued in the form of redeemable credit for future bookings with ZFB Travel, not as cash.

2. CANCELLATION

1. Tour Booking Cancellation: Cancellations may arise in the following circumstances:
   • Failure to meet the full payment deadline as stipulated by ZFB Travel, per Clause 2 (2) of the Terms and Conditions.
   • Customer-initiated cancellations must be made in writing or via email to prevent miscommunication. Cancellations over the phone are not accepted. The date of receipt of the written notice will determine the applicable penalty charges.
2. Airline Policies: Airline cancellation policies, especially for promotional fares, will apply in addition to ZFB Travel's tour cancellation charges as per the Payment/Cancellation Table.
3. Postponements & Amendments: If a customer wishes to postpone their tour or change the destination, the original booking must be canceled, and a new booking must be made. A non-transferable amendment fee of RM50.00 per person will apply. The deposit from the original booking will be forfeited, and the new booking will be subject to current pricing and availability.
4. Company-Initiated Cancellations: ZFB Travel reserves the right to cancel group tours for the following reasons:
   • Force majeure (e.g., natural disasters, war)
   • Strikes, riots, civil unrest, or coups
   • Insufficient participants (minimum of 20 required for group tours)
5. Travel Restrictions: If an official travel restriction is issued by Wisma Putra, cancellations will be handled per Clause 2 (6), with refunds processed within 60 days.
6. Customer-Initiated Cancellations Without Travel Restriction: If the customer requests cancellation due to circumstances, without an official travel restriction from Wisma Putra, ZFB Travel reserves the right to approve or reject the refund request. Any refund provided may not equal the full amount paid.
7. Final Decision: ZFB Travel’s decision on refunds is final and binding.

3. HEALTH AND MEDICAL CONDITIONS

1. Health Disclosure: Customers are required to disclose any relevant health conditions upon booking confirmation. ZFB Travel reserves the right to advise or deny participation if the health condition is deemed to affect the tour experience.
2. Liability: If a customer insists on participating in the tour despite advice to the contrary, ZFB Travel is not liable for any incidents arising from their health condition.
3. Health-Related Cancellations: Last-minute cancellations due to health reasons will incur cancellation charges, as outlined in Clause 2.
4. Undisclosed Health Conditions: If a customer fails to disclose or provides false information about their health condition, and subsequently cancels due to medical reasons, ZFB Travel reserves the right to withhold any refund.