Terms & Conditions

 

Applicability

This Terms & Conditions along with Privacy Policy, Refund & Cancellation Policy andFulfilment Policy detail out the Terms of Service applicable for the use of services and products of SAYU Travel & Tours Sdn Bhd ("SAYU").

Any person ("User") who inquiries about or purchases any products or services of SAYU through its websites and mobile applications (all the aforesaid platforms collectively referred to as "Sales Channels") agree to be governed by this Terms & Conditions. The websites and the mobile applications of SAYU are collectively referred to as 'Website'.

Both User and SAYU are individually referred to as 'Party' and collectively referred to as 'Parties' to the Terms & Conditions.

The User should refer to the relevant Terms of Service applicable for the given product or service as booked by the User. Such Terms of Service are binding on the User.

 

FLIGHTS

The airline tickets available through the Website are subject to the rules & regulations of the concerned airlines, including but not limited to cancellation and refund policies.

SAYU merely acts as a facilitator to enable the User to book a flight ticket. The contract of service for utilization of the flight is always between the User and the concerned airline.

Airlines retain the right to reschedule flight times, route, change or cancel flights or itineraries independent of and without prior notification to SAYU. As a facilitator SAYU has no control or authority over the logistics of the airlines and therefore is not liable for any loss, direct or incidental, that a User may incur due to such change or cancellation of a flight.

Different tickets on the same airline may carry different restrictions or include different services and price.

The baggage allowance on given fare is as per the terms decided by the airline, and SAYU has no role to play in the same. Some of the fares shown in the booking flow are "hand baggage fares" which do not entitle the User for free check in baggage and therefore the User will be required to pay separately for check in baggage. The prices for adding check-in baggage to a booking may vary from airline to airline. The User is advised to contact the airlines for detailed costs.

 

Code Share

Some airlines enter into "code share" agreements with other Airlines. This means that on certain routes, the airline carrier selling or marketing the flight ticket does not fly its own aircraft to that destination. Instead, it contracts or partners with another airline to fly to that destination. The partner airline is listed as "operated by" in the booking flow.

If your flight is a code share, it will be disclosed to you in the booking process and prior to payment.

SAYU will disclose any such code-share arrangements to the User, only when the ticketing airline discloses it to SAYU in the first place.

 

Pricing

The total price displayed on the Website on the payment page usually includes base fare, applicable government taxes and transaction fee. Users are required to pay the entire amount prior to the confirmation of their booking(s). In the event the User does not pay the entire amount, SAYU reserves its right to cancel the booking. User agrees to pay all statutory taxes, surcharges and fees, as applicable on the date of travel.

To available infant fares, the age of the infant must be under 24 months throughout the entire itinerary. This includes both onward and return journeys. If the infant is 24 months or above on the return journey, User will be required to make a separate booking using a child fare. Any infants or children must be accompanied by an adult as per the terms of the airlines.

 

Travel Documents

It shall be the sole responsibility of the User to ensure they are in possession of valid travel documents such as identity proof, passport, visa (including transit visa) etc. to undertake the travel. User agrees that in case of inability to travel for not carrying valid travel documents, SAYU shall not be held liable.

User understands that the information (if any) provided by SAYU regarding the travel documents is only advisory in nature and can't be considered conclusive. The User shall ensure checking the requirements of travel with the respective airlines of the respective jurisdictions the User may transit through or choose to visit.

 

Check in terms

User should check with the airlines directly regarding the check-in timings. Usually, check-in begins 2 hours before departure for domestic flights, and 3 hours before departure for international flights.

User should carry valid identification proofs, passport, age proofs as may be required to prove the identity, nationality and age of the passengers travelling on a ticket, including infants.

 

Use of flight segments

In the event User does not embark on the onward journey, the entire PNR pertaining to that booking shall be automatically cancelled by the airline. In such a scenario SAYU has no control in the said process nor will be obligated to provide alternate bookings to the User. The cancellation penalty in such an event shall be as per the applicable airline rules.

 

Changes to existing bookings

Any changes that are made to any existing booking shall be subject to certain charges levied by the respective airline, apart from the transaction fee charged by SAYU.

The User shall be obligated to pay applicable charges in the event of any alteration or modification to an existing booking. However, depending on the airline's policy and fare class, charges for changes or modifications to existing bookings may vary.

 

Refund

Refunds will be processed as per the airline fare rules and cancellation policy. Such refunds shall be subject to SAYU receiving the same from the airlines. However, the transaction fee paid to SAYU paid at the time of booking is a non-refundable fee.

All cancellations made directly with the airline need to be notified to SAYU, in order to initiate the process of refund. The processing time for refunds may vary depending on the mode of payment, bank etc. The refund shall be processed after deducting the SAYUtransaction fee which is independent of the transaction fee paid at the time of booking.

The refund will be credited to the same account from which the payment was made. For example, if the User used a credit card, SAYU will make an appropriate charge reversal to the same credit card; like-wise if the User used a debit card, SAYU will credit the money to the same debit card.

In the event of cancellation and refund of partially utilized tickets, upfront discount and promo code discount availed at the time of booking would be deducted from the refund amount.

 

HOTELS

Role of SAYU and limitation of liability of SAYU

SAYU acts as a facilitator and merely provides an online platform to the User to select and book a particular hotel. Hotels in this context include all categories of accommodations such as hotels, home-stays, apartments, and any other alternate accommodations.

All the information relating to the hotel including the category of the hotel, images, room type, amenities and facilities available at the hotel are as per the information provided by the hotel to SAYU. This information is for reference only. Any discrepancy that may exist between the website pictures and actual settings of the hotel shall be raised by the User with the hotel directly, and shall be resolved between the User and hotel. SAYU will have no responsibility in that process of resolution, and shall not take any liability for such discrepancies.

 

Information from the hotel and the terms of the hotel

The hotel booking voucher which SAYU issues to a User is solely based on the information provided or updated by the hotel regarding the inventory availability. In no circumstances can SAYU be held liable for failure on part of a hotel to accommodate the User with a confirmed booking, the standard of service or any insufficiency in the services, or any other service related issues at the hotel. The liability of SAYU in case of denial of check-in by a hotel for any reason including over-booking, system or technical errors, or unavailability of rooms etc., will be limited to either providing a similar alternate accommodation at the discretion of SAYU (subject to availability at that time), or refunding the booking amount (to the extent paid) to the User. Any other service related issues should be directly resolved by the User with the hotel.

Hotels reserves the sole right of admission and SAYU has no say whatsoever in admission or denial for admission by the hotel. Unmarried or unrelated couples may not be allowed to check-in by some hotels as per their policies. Similarly, accommodation may be denied to guests posing as a couple if suitable proof of identification is not presented at the time check-in. Some hotels may also not allow local residents to check-in as guests. SAYU will not be responsible for any check-in denied by the hotel due to the aforesaid reasons or any other reason not under the control of SAYU. No refund would be applicable in case the hotel denies check-in under such circumstances.

 

Responsibilities of the user

The User would be liable to make good any damage(s) caused by any act of him/ her/ or their accompanying guests (willful/negligent) to the property of the hotel in any manner whatsoever. The extent and the amount of the damage so caused would be determined by the concerned hotel. SAYU would not, in any way, intervene in the same.

The primary guest must be at least 18 years old to be able to check into the hotel.

The User has to be in possession of a valid identity proof and address proof, at the time of check-in. The hotel shall be within its rights to deny check-in to a User if a valid identity proof is not presented at the time of check-in.

Check-in time, check-out time, and any changes in those timings, will be as per hotel policy & terms. Early check-in or late check-out request is subject to availability and the hotel may charge an additional fee for providing such services.
 

Additional charges by the hotel

The booking amount paid by the User is only for stay at the hotel. Some bookings may include breakfast and/ or meals as confirmed at the time of booking. Any other services utilized by the User at the hotel, including laundry, room service, internet, telephone, extra food, drinks, beverages etc. shall be paid by the User directly to the hotel.

Hotels may charge a mandatory meal surcharge on festive periods like Christmas, New Year's Eve or other festivals as decided by the hotel. All additional charges (including mandatory meal surcharges) need to be cleared directly at the hotel. SAYU will have no control over waiving the same.

 

Payment for bookings and any additional payments

Booking of a hotel can be "Prepaid" as per the options made available by a hotel on the Website of SAYU.

In "Prepaid" model, the total booking amount is paid by the User at the time of booking itself. Such total booking amount includes the hotel reservation rate, taxes, transaction fees as may be charged on behalf of the actual service provider, and any additional transaction fee charged by SAYU.

At the hotel's or SAYU's sole discretion on case to case basis, the User may also be provided with an option to make a part payment to SAYU at the time of confirmation of a booking. The balance booking amount shall be paid as per the terms of the bookings. For security purposes, the User must provide SAYU with correct credit or debit card details. SAYU may cancel the booking at its sole discretion in case such bank or credit card details as provided by the User are found incorrect.
Payment can be made in MYR at the time of booking.
Some banks and card issuing companies charge their account holders a transaction fee when the card issuer and the merchant location (as defined by the card brand, e.g. Visa, MasterCard, American Express) are in different countries. If a User has any questions about the fees or any exchange rate applied, they may contact their bank or the card issuing company through which payment was made.
Some accommodation suppliers may require User and/or the other persons, on behalf of whom the booking is made, to present a credit card or cash deposit upon check-in to cover additional expenses that may be incurred during their stay. Such deposit is unrelated to any payment received by SAYU and solely at the requirement of the Hotel.

 

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