Cancellation, Refund & Rescheduling Policy
1. Last-Minute Cancellations
No refunds will be issued for cancellations made less than 7 days before the scheduled check-in date.
2. Refund Eligibility (subject to processing fee)
- Within 12 hours of booking or more than 46 days before check-in – Eligible for a 100% refund.
- Less than 45 days before check-in – Eligible for a 75% refund.
- Less than 30 days before check-in – Eligible for a 50% refund.
- Less than 15 days before check-in – Eligible for a 30% refund.
3. Processing Fee
All refunds are subject to a 6% processing fee, calculated based on the total booking amount.
4. Date Change & Rescheduling
- Rescheduling is allowed with at least 12 days’ notice, subject to availability.
- The new check-in date must be within 3 months of the original booking date.
- The first reschedule is free of charge.
- An administrative fee will apply to any subsequent rescheduling requests, depending on the tent. Please contact our Customer Service team at +60 13 633 9613 for further details.
5. Replacement Guest
If the original guest is unable to attend, a replacement guest is permitted. The replacement guest must fulfill all booking requirements, including providing valid identification prior to check-in.
6. Refund Processing Timeline
Approved refunds will be processed within 8–12 working days via the original payment method unless otherwise specified.
7. No-Show Policy
Failure to check-in without prior notice will be considered a no-show, and the full booking amount will be forfeited. No refunds will be issued.
8. Extreme Weather & Unforeseen Circumstances
In the event of severe weather conditions or government-imposed travel restrictions, guests may be entitled to a partial refund or date change, at the sole discretion of management.
9. Force Majeure Clause
The management shall not be held liable for cancellations, modifications, or inability to fulfill bookings due to Force Majeure events, including but not limited to:
- Natural disasters (e.g., floods, landslides, earthquakes, storms)
- Fires
- Epidemics or pandemics
- Acts of war, terrorism, civil unrest, or government regulations
- Power outages or utility failures
- Any other unforeseeable circumstances beyond our control
In such events, no refund will be provided, but the management may, at its discretion, offer alternative solutions such as date changes where feasible.