Overview
Universal Eden Holidays Sdn. Bhd. (SSM No. 202201026346) aims to provide flexible and fair cancellation terms. Please read this policy carefully before confirming your booking. By proceeding with a booking, you acknowledge and accept the terms set out below.
Cancellation by the Customer
All cancellation requests must be submitted in writing to info@universaledenholiday.com. Cancellation charges are calculated based on the number of days prior to the scheduled departure date:
| Notice Period Before Departure | Cancellation Charge |
|---|---|
| More than 30 days | 10% of total booking value |
| 15 – 30 days | 30% of total booking value |
| 7 – 14 days | 50% of total booking value |
| Less than 7 days | 100% of total booking value (no refund) |
The above charges apply to standard tour packages. Transport-only bookings may have different cancellation terms as communicated in the booking confirmation.
No-Show Policy
Failure to appear on the scheduled departure date without prior written notification will be treated as a cancellation with less than 7 days' notice. No refund will be issued for no-shows.
Amendments
Requests to change travel dates or services are subject to availability. An administration fee may apply. Date changes made within 7 days of departure are treated as a cancellation and rebooking, and the cancellation policy above will apply to the original booking.
Refund Processing
- Approved refunds will be processed within 14 working days of the cancellation confirmation.
- Refunds will be returned via the original payment method where possible.
- Processing fees charged by third-party payment providers are non-refundable.
- We are not responsible for any delays caused by the customer's bank or payment provider.
Cancellation by the Company
We reserve the right to cancel a booking due to minimum participant numbers not being met, natural disasters, force majeure events, or circumstances beyond our reasonable control. In such cases, we will offer:
- A full refund of all amounts paid; or
- An alternative tour or travel date of equivalent value, subject to your agreement.
We are not liable for any consequential losses (e.g., flights, accommodation, visas) booked independently.
Force Majeure
In the event of cancellation due to force majeure (including but not limited to pandemics, natural disasters, government travel restrictions, civil unrest, or acts of terrorism), we will endeavour to offer a travel credit or rescheduled trip. Refunds in force majeure situations are subject to our ability to recover costs from suppliers.
Non-Refundable Items
The following items are strictly non-refundable regardless of cancellation timing:
- Visa application and processing fees.
- Travel insurance premiums.
- Entrance fees and permits paid to third-party authorities.
- Any services already rendered or consumed prior to cancellation.
How to Request a Cancellation
To cancel your booking, please contact us in writing with your booking reference number:
Email: info@universaledenholiday.comPhone: +60 88 212 345
Cancellations are only effective upon receipt of written acknowledgement from our team. Verbal requests will not be accepted.
Disputes
Any disputes arising from this policy shall be subject to the governing law of Malaysia. We encourage customers to first contact our team directly to resolve any concerns amicably.
Effective date: 1 January 2025. Last reviewed: June 2026.