OUR POLICY
At AL-QADS Services, our goal is to make every journey in Langkawi simple, safe, transparent, and enjoyable.
This policy explains how we manage bookings, payments, cancellations, airport transfers, car rentals, tours, customer information, and other service-related matters.
By making a booking or using our services, you acknowledge and agree to the policies outlined below.
1. Booking Policy
All bookings are subject to availability and are considered confirmed only after the customer receives an official confirmation from AL-QADS Services.
Customers are responsible for providing complete and accurate booking information, including:
- Travel date
- Pickup time
- Pickup and drop-off location
- Number of passengers
- Contact details
- Flight information, where applicable
- Selected vehicle, tour, or activity
Customers should review all booking details carefully before making payment.
Any request to amend a confirmed booking is subject to availability and may result in additional charges.
2. Payment Policy
Depending on the selected service, customers may be required to make either:
- Full payment; or
- A booking deposit
before the service date.
Available payment methods may include online payment, payment gateway, bank transfer, cash, or other approved payment methods provided by AL-QADS Services.
A booking may remain pending until the required payment has been successfully received.
Customers are responsible for any applicable bank charges, international transaction fees, payment gateway fees, or currency conversion charges unless otherwise stated.
3. Cancellation Policy
We understand that travel plans may change. Customers are encouraged to contact us as early as possible if they need to cancel a booking.
More Than 48 Hours Before Service
Customers may be eligible for a refund, subject to the terms of the booked service and any applicable administrative or payment processing charges.
24 to 48 Hours Before Service
A partial cancellation fee may apply.
Less Than 24 Hours Before Service
The booking may be treated as non-refundable.
No-Show
If a customer fails to appear at the agreed pickup point, meeting location, or activity venue without informing us within a reasonable time, the booking may be considered a no-show.
No refund may be provided for no-show bookings.
Certain attraction tickets, promotional packages, third-party services, and special-rate bookings may be strictly non-refundable.
4. Refund Policy
Approved refunds will normally be returned through the original payment method where possible.
Refund processing times may vary depending on the bank, card issuer, payment gateway, or payment provider.
The following charges may be non-refundable:
- Payment processing fees
- Bank charges
- Booking fees
- Third-party supplier fees
If a service is cancelled by AL-QADS Services and no suitable alternative is available, customers may be offered:
- A refund
- Travel credit
- Rescheduling
- An alternative service
depending on the circumstances.
5. Airport Transfer Policy
Customers booking airport transfer services must provide accurate flight details.
Where practical, our team may monitor flight arrival information for airport pickups.
Customers should inform us immediately if there are changes to:
- Flight number
- Arrival time
- Terminal
- Travel schedule
- Passenger information
Reasonable waiting time may be included.
Additional waiting charges may apply where delays are unrelated to the flight itself, including:
- Extended shopping
- Dining
- Immigration delays
- Lost baggage
- Failure to proceed to the agreed pickup point
For airport departures, customers should choose a pickup time that allows sufficient time for traffic, check-in, security, and airline procedures.
6. Pickup & Waiting Time Policy
Customers should be ready at the confirmed pickup time and location.
Our drivers will make reasonable efforts to arrive on time. However, travel times may be affected by circumstances beyond our control, including:
- Traffic congestion
- Weather
- Road closures
- Accidents
- Public events
- Government restrictions
- Operational issues
If a customer is late, the driver may wait for a reasonable period.
Additional waiting charges may apply for extended delays.
If waiting for a late customer would significantly affect another confirmed booking, we reserve the right to adjust, reschedule, or terminate the service.
7. Vehicle Policy
Vehicle images displayed on our website are for reference purposes.
We will make reasonable efforts to provide the vehicle model or category selected by the customer.
If the booked vehicle becomes unavailable due to mechanical, safety, emergency, or operational reasons, we may provide an equivalent or higher-capacity vehicle.
Customers must not exceed the legal passenger or luggage capacity of the vehicle.
The following are not permitted inside our vehicles:
- Smoking
- Vaping
- Illegal substances
- Abusive behaviour
- Intentional damage
- Dangerous conduct
Cleaning or damage charges may apply where a vehicle is excessively soiled or damaged.
8. Car Rental Policy
Customers renting a vehicle may be required to provide:
- A valid driving licence
- Passport or identification document
- Contact information
- Security deposit
- Supporting documents where required
The vehicle may only be driven by an authorized driver holding a valid licence accepted for driving in Malaysia.
Customers are responsible for the vehicle throughout the rental period.
Rental vehicles must not be used for:
- Racing
- Illegal activities
- Reckless driving
- Unauthorized commercial use
- Driving under the influence of alcohol or drugs
Fuel policy, security deposit, insurance coverage, excess, mileage limits, return time, and damage conditions may vary depending on the vehicle.
Specific rental conditions will be stated in the rental agreement or booking confirmation where applicable.
9. Tours & Activities Policy
Tours and activities are subject to:
- Availability
- Weather conditions
- Sea conditions
- Supplier operations
- Attraction opening hours
- Safety requirements
- Government regulations
Schedules, routes, itineraries, and activity times may be adjusted where necessary for safety or operational reasons.
If an activity cannot proceed safely, customers may be offered:
- Rescheduling
- An alternative activity
- Credit
- Refund
depending on the supplier’s policy and the circumstances.
Customers must follow all safety instructions provided by guides, boat operators, activity providers, and attraction staff.
10. Weather & Safety Policy
Customer safety is our priority.
Outdoor and marine activities in Langkawi may be affected by:
- Rain
- Thunderstorms
- Strong winds
- Rough sea conditions
- Haze
- Other environmental conditions
AL-QADS Services and its service partners reserve the right to postpone, modify, or cancel an activity if conditions are considered unsafe.
Any refund, rescheduling, credit, or alternative arrangement will depend on:
- Type of booking
- Supplier policy
- Availability
- Whether the activity has already commenced
11. Child & Family Policy
Customers travelling with infants or children should inform us during booking.
Child seats may be available upon request and may be subject to:
- Availability
- Vehicle compatibility
- Additional charges
Parents and guardians remain responsible for supervising children during transfers, tours, activities, and rental periods.
Certain activities may have specific:
- Age limits
- Height restrictions
- Weight restrictions
- Health requirements
- Safety requirements
set by the activity operator.
12. Luggage Policy
Customers should select a vehicle that is suitable for both the number of passengers and the amount of luggage.
Large or unusual items should be declared before booking, including:
- Bicycles
- Surfboards
- Oversized equipment
- Excessive baggage
Drivers may refuse to carry luggage that exceeds the safe or legal capacity of the vehicle.
An additional or upgraded vehicle may be required at the customer’s expense.
13. Customer Conduct Policy
We expect all customers to behave respectfully toward:
- Drivers
- Staff
- Guides
- Service providers
- Other customers
We reserve the right to refuse, suspend, or terminate a service if a customer:
- Behaves violently or abusively
- Threatens others
- Damages property
- Engages in illegal activities
- Endangers other passengers
- Refuses to follow reasonable safety instructions
No refund may be provided where service is terminated due to serious customer misconduct.
14. Lost & Found Policy
Customers are responsible for their personal belongings at all times.
If an item is believed to have been left in one of our vehicles, customers should contact us as soon as possible and provide:
- Booking details
- Date and time of service
- Vehicle details, if known
- Description of the missing item
We will make reasonable efforts to locate and return lost property but cannot guarantee recovery.
Courier or delivery charges for returning lost items may be borne by the customer.
15. Third-Party Supplier Policy
Some services may be operated by independent third-party suppliers, including:
- Tour operators
- Boat operators
- Attraction providers
- Activity operators
- Accommodation providers
- Transport providers
AL-QADS Services may act as a booking coordinator, agent, or reseller for these services.
Third-party services may be subject to their own:
- Cancellation policies
- Refund conditions
- Operating procedures
- Safety requirements
- Availability
Where specific third-party terms apply, those terms may take priority for the relevant service.
16. Privacy & Personal Information Policy
We respect customer privacy.
We only collect information that is reasonably necessary to:
- Process bookings
- Arrange transportation
- Manage payments
- Coordinate tours and activities
- Provide customer support
- Communicate travel information
Customer information may be shared with relevant service providers such as:
- Drivers
- Tour operators
- Activity providers
- Payment processors
- Other necessary service partners
only where reasonably required to complete the booking.
We do not intentionally sell customer personal information to unrelated third parties.
Customers should avoid sending highly sensitive information through unsecured communication channels unless it is required for the service.
17. Communication Policy
Booking confirmations, reminders, pickup details, updates, and other service information may be communicated through:
- Phone
- Other approved communication channels
Customers are responsible for providing valid contact information and checking their messages before the scheduled service.
Customers should notify us as soon as possible if their contact details change.
18. Complaints & Service Recovery Policy
If a customer is dissatisfied with a service, we encourage them to contact us as soon as possible so that we have an opportunity to assist.
Customers should provide:
- Booking reference
- Service date
- Description of the issue
- Relevant photographs or documents, where appropriate
We will review reasonable complaints fairly.
Depending on the circumstances, we may provide:
- Clarification
- Corrective action
- Partial refund
- Credit
- Rescheduling
- Alternative service
Submitting a complaint does not automatically guarantee a refund.
19. Force Majeure Policy
AL-QADS Services may be unable to provide a service as planned due to circumstances beyond our reasonable control.
These may include:
- Severe weather
- Natural disasters
- Government restrictions
- Road closures
- Transport disruptions
- Emergencies
- Civil disturbance
- Public health events
- Major technical failures
Where possible, we will make reasonable efforts to provide an alternative arrangement, reschedule the service, issue credit, or provide a refund where appropriate.
20. Policy Updates
AL-QADS Services reserves the right to update this policy from time to time.
Updates may be made to reflect changes in:
- Our services
- Operational requirements
- Supplier policies
- Business practices
- Applicable legal requirements
The latest version published on our website will apply to new bookings from the effective date shown.
