These Terms & Conditions ("Terms") govern all bookings, reservations, payments, tours, transportation services, car rental services, and related services provided by Universal Eden Holidays Sdn. Bhd. ("the Company", "we", "our", or "us").
By making a booking, payment, reservation, or using any services provided by the Company, the customer ("Client", "Traveller", "Guest", or "Renter") agrees to be bound by these Terms & Conditions.
For car rental-specific terms, please refer to our dedicated Car Rental Terms & Conditions.
General
1.1 The Company provides tour packages, travel-related services, transportation services, car rental services, and related tourism products within Sabah, Malaysia.
1.2 All bookings made through our website, email, telephone, social media platforms, messaging applications, or any authorized sales channel shall be governed by these Terms & Conditions.
1.3 The person making the booking confirms that he/she has the authority to act on behalf of all persons included in the booking.
1.4 All prices quoted by the Company are in Malaysian Ringgit (MYR) unless otherwise stated.
1.5 The Company reserves the right to amend these Terms & Conditions at any time without prior notice. The latest version published on our website shall prevail.
Booking Confirmation
2.1 All bookings are subject to availability and confirmation by the Company.
2.2 A booking shall only be deemed confirmed upon:
- Receipt of the required deposit or full payment; and
- Issuance of a booking confirmation by the Company.
2.3 The Company reserves the right to reject, cancel, or refuse any booking at its discretion if:
- Required payments are not received;
- Information provided is inaccurate or incomplete;
- The requested service is unavailable.
2.4 Quotations issued by the Company are subject to availability and may be withdrawn or revised without prior notice until payment is received.
Payment Terms
3.1 Payment may be made through:
- FPX Online Banking
- Debit Card
- Credit Card
- E-Wallet
- DuitNow
- Bank Transfer
- Other payment methods approved by the Company
3.2 A deposit of fifty percent (50%) of the total booking value may be required to secure a booking unless otherwise specified.
3.3 Full payment must be received no later than thirty (30) days before the commencement of travel unless otherwise stated.
3.4 Bookings made within thirty (30) days of travel require immediate full payment.
3.5 Failure to make payment by the specified due date may result in automatic cancellation without prior notice.
3.6 The Company reserves the right to withhold booking confirmations until payment has been successfully received and verified.
Amendments
4.1 Requests for amendments must be submitted in writing via email or other approved communication channels.
4.2 Amendments are subject to availability and approval by the Company.
4.3 The Company reserves the right to impose administrative charges for any amendment made after booking confirmation.
4.4 Additional charges imposed by suppliers, attractions, operators, or service providers shall be borne by the Client.
4.5 Promotional packages, discounted packages, special offers, and limited-time promotions may not be amendable after confirmation.
Cancellation Policy
5.1 All cancellations must be submitted in writing and shall only take effect upon acknowledgment by the Company.
5.2 Refund entitlement shall be calculated based on the date the Company receives the written cancellation request.
| Cancellation Notice Before Travel Date | Refund Amount |
|---|---|
| 30 days or more | 90% refund |
| 15 to 29 days | 50% refund |
| Less than 14 days | No refund |
| No-show | No refund |
5.3 Payment gateway charges, banking fees, transaction fees, currency conversion fees, and other processing charges are non-refundable.
5.4 Certain promotional packages, discounted packages, charter services, special event bookings, and custom-made itineraries may be non-refundable regardless of cancellation date.
Refunds
6.1 Refunds shall only be processed in accordance with the Company's cancellation policy.
6.2 No refund shall be granted for:
- No-show by the Client;
- Unused services;
- Voluntary withdrawal from a tour;
- Late arrivals;
- Early departures;
- Failure to meet departure times;
- Personal reasons.
6.3 Approved refunds shall be processed to the original payment method whenever possible.
6.4 Refund processing may take up to sixty (60) working days depending on payment providers, banks, and administrative procedures.
Tour Packages
7.1 Tour itineraries are intended as a guide only and may be modified when necessary.
7.2 The Company reserves the right to alter itineraries, routes, attractions, transportation arrangements, departure times, and activities without prior notice where circumstances require.
7.3 Such changes may occur due to weather conditions, safety concerns, road closures, government directives, operational requirements, supplier changes, or Force Majeure events.
7.4 Where practical, the Company will provide reasonable alternatives of similar value.
Transportation Services
8.1 Transportation services are provided according to the details stated in the booking confirmation.
8.2 Clients must be present at the designated pickup location at the agreed pickup time.
8.3 For airport pickups, drivers shall wait for a maximum of sixty (60) minutes after the scheduled arrival time.
8.4 For all other pickup locations, drivers shall wait for a maximum of fifteen (15) minutes after the scheduled pickup time.
8.5 Failure of the Client to appear within the waiting period shall be considered a no-show and no refund shall be granted.
8.6 Traffic conditions, road works, weather conditions, and other unforeseen circumstances may affect pickup and travel times.
8.7 The Company shall not be liable for delays caused by circumstances beyond its reasonable control.
Car Rental Services
Car rental bookings are subject to our dedicated Car Rental Terms & Conditions, which contain full details on vehicle eligibility, responsibilities, damage policy, prohibited uses, and rental conditions. The following is a general summary only.
9.1 Self-drive and chauffeur-driven vehicle rentals are subject to vehicle availability.
9.2 Renters must possess a valid driving licence recognized in Malaysia.
9.3 The renter shall be fully responsible for all traffic summons, parking fines, toll charges, and damage caused during the rental period.
9.4 Vehicles must not be used for illegal activities, racing, dangerous driving, or purposes inconsistent with Malaysian law.
Travel Documents
10.1 Clients are solely responsible for ensuring that they possess all necessary identification and travel documents required for travel.
10.2 Malaysian citizens must carry valid identification documents throughout the journey.
10.3 Non-Malaysian citizens must ensure that passports, visas, permits, and related documents remain valid and comply with Malaysian immigration requirements.
10.4 The Company shall not be responsible for any losses arising from incomplete, expired, invalid, or missing travel documents.
Customer Responsibilities
11.1 Clients shall conduct themselves in a lawful, respectful, and responsible manner throughout the duration of the services.
11.2 Clients shall follow instructions issued by tour guides, drivers, Company representatives, attraction operators, and government authorities.
11.3 Clients are responsible for ensuring that they are physically fit and medically suitable to participate in the selected activities.
11.4 The Company reserves the right to refuse service or terminate participation without refund where a Client behaves aggressively, is intoxicated, creates safety risks, violates local laws, or causes disruption to others.
Health & Travel Insurance
12.1 Clients are strongly advised to purchase comprehensive travel insurance.
12.2 Travel insurance should include coverage for medical expenses, personal accidents, emergency evacuation, trip cancellation, travel delays, and loss of personal belongings.
12.3 Participation in outdoor, adventure, island, marine, and nature-based activities is undertaken at the Client's own risk.
12.4 The Company shall not be liable for losses that could have been covered by travel insurance.
Force Majeure
13.1 The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond its reasonable control.
13.2 Such circumstances include but are not limited to: natural disasters, floods, storms, earthquakes, pandemics, epidemics, government restrictions, civil unrest, terrorism, war, transportation disruptions, road closures, adverse weather conditions, or acts of God.
13.3 The Company reserves the right to modify, postpone, reschedule, or cancel services affected by Force Majeure events.
Limitation of Liability
14.1 The Company shall not be liable for any loss, injury, damage, delay, inconvenience, accident, illness, death, or expense arising from circumstances beyond its reasonable control.
14.2 The Company shall not be liable for personal injuries, loss of personal belongings, theft, property damage, travel delays, missed connections, or service interruptions.
14.3 To the fullest extent permitted by law, the Company's liability shall be limited to the amount paid by the Client for the affected service.
Personal Belongings
15.1 Clients are solely responsible for safeguarding their personal belongings.
15.2 The Company shall not be liable for any loss, theft, damage, or misplacement of personal belongings during any tour, transportation service, or rental period.
15.3 Where personal belongings are accidentally left in Company vehicles, any cost associated with returning such items shall be borne by the Client.
Online Bookings and Payment Disputes
16.1 By making payment through the Company's website, the Client confirms that the payment method used belongs to the Client or has been properly authorized.
16.2 Fraudulent transactions, unauthorized payment disputes, and abusive chargebacks are strictly prohibited.
16.3 The Company reserves the right to submit booking confirmations, invoices, communication records, travel records, and service fulfillment evidence to banks, payment gateways, and dispute resolution bodies in response to any payment dispute or chargeback claim.
16.4 Any costs incurred by the Company arising from fraudulent chargebacks may be recovered from the responsible party.
Personal Data Protection
17.1 The Company collects, stores, and processes personal information solely for the purpose of managing bookings, providing services, customer communication, legal compliance, and business operations.
17.2 Personal information may be shared with service providers and authorities where necessary for the performance of booked services or compliance with applicable laws.
17.3 The Company shall handle personal data in accordance with the Personal Data Protection Act 2010 (PDPA) of Malaysia. Please refer to our Privacy Policy for full details.
Website Terms
18.1 All content displayed on the Company's website is provided for informational purposes only.
18.2 The Company reserves the right to modify website content, prices, packages, promotions, and availability without prior notice.
18.3 Unauthorized copying, reproduction, distribution, or commercial use of website content is prohibited without written consent.
18.4 The Company does not guarantee uninterrupted access to the website and shall not be liable for technical interruptions, website errors, or system failures.
Complaints
19.1 Any complaints relating to services provided by the Company should be submitted in writing within seven (7) days from the completion of the service.
19.2 The Company shall investigate complaints submitted within the prescribed period and respond within a reasonable timeframe.
Governing Law
20.1 These Terms & Conditions shall be governed and construed in accordance with the laws of Malaysia.
20.2 Any dispute arising out of or relating to these Terms & Conditions shall be subject to the exclusive jurisdiction of the courts of Malaysia.
Contact Us
Universal Eden Holidays Sdn. Bhd.SSM Registration: 202201026346
Kota Kinabalu, Sabah, Malaysia
Email: info@universaledenholiday.com
Phone: +60 88 212 345
By making a booking, payment, reservation, or using any service provided by Universal Eden Holidays Sdn. Bhd., the Client acknowledges that they have read, understood, and agreed to these Terms & Conditions.
Effective date: 1 January 2025. Last reviewed: June 2026.