Terms & Conditions | Important Information for a Smooth Travel Experience

Introduction

Booking a tour with TYH Borneo Tours guarantees an exciting and unforgettable journey through Sabah’s stunning landscapes, from majestic mountains to pristine islands and lush rainforests. However, to ensure a seamless travel experience, it’s essential for guests to understand the terms and conditions before finalising their reservations.

These policies cover important aspects such as booking procedures, payment terms, cancellations, amendments, and responsibilities. They are designed to protect both the customer and the tour operator, ensuring fairness and clarity in every transaction.

Before embarking on your adventure, take a moment to read through these guidelines. By being informed, you can avoid unexpected issues and enjoy a stress-free holiday in Sabah.

Booking & Payment Policies

A. Reservation Process & Confirmation

To secure a booking with TYH Borneo Tours, customers are required to complete an online reservation form with accurate personal details, including full name, contact information, and preferred travel dates. Once the request is submitted, our team will process the booking and send a confirmation email within 24 to 48 hours, verifying availability and confirming the reservation details.

For peak travel seasons, such as public holidays, school vacations, and festival periods, it is highly recommended to book in advance to secure preferred tour slots. Limited availability for activities like Mount Kinabalu climbing permits and diving trips makes early reservations even more crucial.

B. Payment Methods & Deposit Requirements

To confirm a booking, a deposit payment is required. The deposit amount varies depending on the type of tour and whether third-party services, such as accommodation and park permits, are involved. The balance payment is generally due before the tour date, as specified in the booking confirmation.

We accept multiple payment options, including:

• Bank transfers (Malaysia-based accounts)
• Credit/debit card payments (Visa & Mastercard)
• Online payment gateways for added convenience

For certain packages, such as Mt. Kinabalu climbing tours and custom private trips, full payment may be required at the time of booking due to the nature of permit-based reservations.

C. Pricing & Additional Charges

The prices listed on our website include standard inclusions such as tour guide services, transportation, meals (where applicable), entrance fees, and activity costs. However, travellers should be aware that some expenses are not included in the base package price. These may include:

• Personal expenses such as shopping, souvenirs, and extra snacks
• Optional activities that are not part of the original itinerary, such as additional diving sessions, zip-lining, or night tours
• Accommodation upgrades for those who wish to book private rooms or luxury stays instead of standard options

To avoid any misunderstandings, we encourage travellers to carefully review the package inclusions before confirming their bookings.

Cancellation, Refund & Amendment Policies

A. Cancellation by Customers

Should a customer need to cancel their booking, the refund amount depends on how far in advance the cancellation is made. Our general refund policy is as follows:

• More than 30 days before departure – Full refund (minus administrative fees)
• 15 to 30 days before departure – 50% refund
• Less than 15 days before departure – No refund

Certain services, such as permits for Mt. Kinabalu climbs, are strictly non-refundable after confirmation. This is because the permits are issued by the park authority and cannot be resold or transferred.

B. Amendments & Rescheduling

If a customer needs to change their travel dates, an amendment request must be submitted in writing. While we strive to accommodate such requests, all rescheduling is subject to availability and may involve additional charges.

For major changes, such as switching destinations or upgrading accommodations, customers may be required to pay the price difference between their original booking and the new package. Last-minute amendments made less than 7 days before departure may not be possible, especially for tours requiring advance permits.

C. Tour Cancellations by TYH Borneo Tours

In rare cases where TYH Borneo Tours needs to cancel a tour due to unavoidable circumstances—such as bad weather, natural disasters, political unrest, or safety concerns—customers will be offered two options:

1. A full refund of the tour fee
2. An alternative date or replacement tour of equal value

We prioritise guest safety above all else, so in cases where an itinerary is affected by unpredictable events, we will communicate promptly and provide fair solutions to affected travellers.

Liability & Responsibilities

At TYH Borneo Tours, we are committed to providing high-quality, safe, and enjoyable travel experiences. However, guests must understand that participation in adventure-based activities such as trekking, island-hopping, and wildlife encounters comes with inherent risks.

While we take all necessary precautions to ensure safety, TYH Borneo Tours is not liable for:

• Personal injuries, accidents, or lost belongings during the trip
• Unexpected travel disruptions, such as flight delays, extreme weather conditions, or government-imposed restrictions
• Non-compliance with local laws and regulations by travellers

To minimise risks, guests should:

• Follow safety instructions provided by guides
• Ensure they are physically fit for adventure-based activities
• Purchase comprehensive travel insurance to cover medical expenses and trip cancellations

By adhering to these guidelines, travellers can enjoy a smooth and stress-free journey.

FAQs 

Q1: Can I get a full refund if I cancel my tour due to an emergency?

Refunds depend on the cancellation timeline. If the cancellation is made more than 30 days before departure, a full refund (minus admin fees) is provided. Emergencies are assessed case by case, but refunds are not guaranteed.

Q2: What happens if my flight is delayed and I miss my tour?

Travellers are advised to arrive at least one day before their scheduled tour to avoid missing activities due to flight delays. While we may attempt to reschedule, this is subject to availability and cannot be guaranteed.

Q3: Are there extra charges for rescheduling a tour?

If rescheduling is requested more than 7 days before departure, there are generally no extra fees. However, last-minute changes may incur additional charges, particularly for permit-based tours like Mt. Kinabalu climbs.

Q4: Does TYH Borneo Tours provide insurance coverage?

No, we do not provide personal insurance. We highly recommend that customers purchase travel insurance that covers medical emergencies, trip cancellations, and lost belongings.

Q5: What if the weather is bad on the day of my tour?

If a tour is cancelled due to bad weather, we will either reschedule it or provide a refund. However, some tours, such as diving trips and wildlife excursions, may proceed with minor itinerary adjustments.

Conclusion 

By understanding our Terms & Conditions, travellers can book with confidence, knowing exactly what to expect from their adventure with TYH Borneo Tours. From transparent booking policies to clear cancellation guidelines, we ensure that every guest enjoys a stress-free and well-organised experience.

Whether you're embarking on an island-hopping tour, a wildlife safari, or a Mount Kinabalu expedition, we are committed to making your trip memorable and seamless.

Book your Sabah adventure with TYH Borneo Tours today and let the journey begin!