Refund Policy

As stated in our Terms and Conditions, no refund can be made for accommodation, meals, transportation, or any other services included in the tour fare but not utilized.

1. Refund for Tour Cancellation Requested by You:
   If the cancellation request is made within 3 days before the tour date, after a successful online payment transaction, your refund will be as follows:
   1. Paid amount minus 3% (online booking charges) and minus 6% (SST charges, to be paid to the Malaysian Government) = Total amount refundable.
   2. If payment was made via bank transfer or cash at our respective offices, the refund amount will be:
   1. Paid amount minus 6% (SST charges, to be paid to the Malaysian Government) = Total amount refundable.
   Please note that for refunds made through online payment channels such as Paypal or bank transactions, all charges incurred will be borne by you and not the company.
   
   
2. Other Refund Policies to Note:
   1. As stated in our Terms and Conditions:
      1. Cancellation made 1 day prior to departure: 50% of the total amount will be charged as a cancellation fee.
      2. No show: 100% of the full amount will be charged as a cancellation fee.
      3. Inability to participate due to physical fitness or unwell-being: 100% of the full amount will be charged as a cancellation fee. Additionally, no refund can be made in respect of accommodation, meals, transportation, or any other services included in the tour fare but not utilized.
      4. Unexpected weather conditions or unforeseen unfortunate events at the tour site:
         • For single tours: 50% refund will be granted.
         • For combo tours (any activity in the combo package): No refund will be granted.
           
           
3. Useful Tip:
   1. For points iii and iv above, you have the option to postpone your tour date/activity or allow another person to participate on your behalf.
      
      
Please note that the refundable amount cannot be exchanged for other items or equivalents.

Return Policy

Note: This policy only applies to RIVERBUG T-Shirt purchases, subject to stock availability. To be eligible for a return, your purchased T-Shirt must be in its original unused condition unless there is a manufacturer defect. You must return the T-Shirt within 30 days of your purchase.

1. Please email [email protected] to request a refund, and we will assign you a tracking number/order ID.
2. Mail your returned item to:
   1. Traverse Tours Sdn. Bhd.
      Head Office (KKKP 3505)
      Traverse Tours Building,
      Unit No.132, Block S Alamesra Plaza Utama (Phase 3),
      Sulaman Coastal Highway,
      88400 Kota Kinabalu, Sabah
      
      
3. Include in your package a signed letter stating the reason for your return and the original receipt.
   
   
Return Exceptions
4. T-Shirts that have been worn, used, or altered will not be accepted for return or exchange.
   
   
Exchanges
5. If your clothing item is in like-new condition, you may exchange it for a different size or color. You will not be subject to a restocking fee in this case, but you will still have to pay for return shipping.