Refund Policy
Effective in accordance with applicable laws and regulations in Malaysia.
1. Customer-Initiated Cancellations
Customers may cancel their booking at any time. However, the following terms apply:
Cancellations must be made in writing or by official email to Dhafir Holiday Travel & Tours Sdn Bhd.
Any changes to the travel date or package will be treated as a cancellation and subject to cancellation fees.
Deposits for special promotions (e.g. MATTA Fair, Early Bird) are strictly non-refundable.
Cancellations 45 days or more before departure: Deposit is non-refundable (covers admin & pre-booking costs).
Cancellations made within 45 days of departure will be subject to the following charges:
36–44 days: 35% of total package price
21–35 days: 50%
15–20 days: 75%
Less than 15 days: 100% (no refund)
Note: If the deposit paid is insufficient to cover the cancellation fee, the remaining amount must be settled within 3 working days from the cancellation notice.
2. Force Majeure Cancellations
In the event of cancellations due to unforeseen circumstances (e.g. pandemic, natural disaster, war, or government restrictions):
Dhafir Holiday will offer customers a rescheduled tour or alternative destination.
If the customer does not accept the alternative, a refund will be provided after deducting:
RM350 or 15% of the package price (whichever is higher)
Airline penalty charges (if applicable)
Advance payments made to third-party suppliers
3. Cancellations by Company
Should the tour be cancelled due to minimum group size not being met (<20 paying pax):
Customers will be notified at least 30 days prior to departure.
Customers will be offered:
Tour postponement
Change of destination
Full refund with compensation:
RM50 per pax (if cancelled 8–14 days before)
RM75 per pax (if cancelled 1–7 days before)
RM100 per pax (if cancelled on departure date)
4. No Refund Will Be Granted For
Refunds are not available under the following conditions:
Once the flight ticket has been issued.
Cancellation occurs after ticket issuance.
Any unused portion of the package (either partial or full).
Cancellations without valid supporting documents from a registered Private or Government hospital.
Note: Clinic letters or MCs are not accepted.
5. Refunds Allowed for Exceptional Cases
Refunds may be considered only in the following cases:
Death of the traveler or an immediate family member
Hospitalization or medical emergencies, supported by an official Medical Report from a hospital
If the flight ticket has already been issued, refunds may not be applicable.
6. Refund Method & Processing Time
Refunds will be processed via cheque or bank transfer.
Expected processing time: 15–30 working days
During peak seasons, processing times may be longer due to high volume.
7. Legal Compliance & Disclaimer
This policy complies with the Consumer Protection Act 1999, Tourism Industry Act 1992, and all MOTAC licensing requirements.
By making any payment (deposit, partial, or full), the customer is deemed to have read, understood, and accepted this Refund Policy.
All payments are non-transferable and subject to Dhafir Holiday’s full Terms & Conditions.
Failure to comply with these terms may result in automatic cancellation without refund.
Contact Us
Dhafir Holiday Travel & Tours Sdn Bhd