Privacy and booking terms.

Privacy Notice

1. Who we are

HG Travel & Tour Sdn. Bhd. (“HG Travel”, “we”, “us” or “our”) is a Malaysian travel and passenger transport company registered under SSM number 201801042953 (1304985-A). Our office is at 11-A Jalan Kuning 2, Taman Pelangi, 80400 Johor Bahru, Johor, Malaysia.

2. Information we collect

Depending on the enquiry or booking, we may collect:

• contact details such as name, company, email address and telephone number;
• journey information such as pickup location, destination, dates, times, passenger count, luggage and special requirements;
• passenger and travel-document information when required to fulfil a confirmed cross-border or travel booking;
• billing, payment and transaction records;
• communications with our sales, CRM, operations, chauffeur and travel teams;
• technical information generated when you use our website, subject to your cookie choices.

3. Why we use personal data

We process personal data to answer enquiries, prepare quotations, confirm and fulfil bookings, coordinate vehicles and suppliers, communicate operational information, protect passenger safety, maintain accounting records, handle feedback or claims, comply with legal requirements and improve our services.

4. How information is obtained

Information may come directly from you, from the company or person arranging travel on your behalf, from passengers included in a group booking, or from service providers involved in your confirmed itinerary.

5. Who may receive necessary information

We only disclose information needed to deliver or support the service. Recipients may include assigned chauffeurs and dispatch personnel; hotels, ferry operators, airlines, local operators and other itinerary suppliers; payment, email, CRM and technology providers; professional advisers; and government, immigration or regulatory authorities where disclosure is required or necessary for the journey.

6. Cross-border processing

Singapore–Malaysia transport and international travel arrangements may require necessary passenger information to be processed or shared outside Malaysia. We take reasonable steps to limit the information shared and to use it only for the relevant booking or legal requirement.

7. Security and retention

We apply reasonable administrative and technical safeguards appropriate to the information we hold. Records are retained only for as long as reasonably necessary for operational, contractual, accounting, dispute-resolution and legal purposes, after which they are securely deleted or anonymised where appropriate.

8. Your choices and rights

You may request access to or correction of your personal data, withdraw optional marketing consent, or ask a privacy question by contacting us. Some information may need to be retained or processed to complete a confirmed booking or comply with law.

9. Cookies and third-party services

Essential cookies may be used to operate the website. Analytics, advertising or other non-essential cookies should only be activated in accordance with the choices presented through the website’s cookie controls. Embedded services such as Google Maps may be subject to the provider’s own privacy terms.

Website & Booking Terms

1. Website information

Website information is provided for general planning and enquiry purposes. Vehicle availability, capacity, routes, package components, schedules and prices are subject to confirmation in writing.

2. Quotations and booking confirmation

A quotation is valid for the period stated in the quotation. A booking is only confirmed when HG Travel issues written confirmation and any required deposit or payment has been received.

3. Client and passenger responsibilities

• Provide accurate passenger, contact, pickup, luggage and itinerary information.
• Ensure passengers hold valid passports, visas, permits and other required travel documents.
• Inform us in advance of child seats, accessibility needs, oversized luggage, equipment or other special requirements.
• Be ready at the confirmed pickup time and comply with reasonable safety instructions.

4. Timing, delays and border conditions

Pickup and arrival estimates may be affected by traffic, immigration processing, weather, road conditions, flight or ferry changes and circumstances outside our reasonable control. We will use reasonable efforts to coordinate updates and practical alternatives but cannot guarantee immigration or third-party processing times.

5. Vehicles and suppliers

We will assign or arrange a vehicle suitable for the confirmed brief. Where necessary, an equivalent vehicle or qualified supplier may be substituted due to operational, safety or availability requirements. Accommodation, ferries, flights, overseas services and other third-party components are also subject to the relevant supplier’s terms.

6. Luggage and personal belongings

Capacity depends on the number of passengers and the size of luggage. Clients should disclose requirements before confirmation. Passengers remain responsible for their personal belongings and should check the vehicle before departure.

7. Conduct and safety

HG Travel may refuse or stop a service where conduct is unlawful, unsafe, abusive, damaging to property or materially different from the confirmed booking. Additional cleaning, repair or operating costs caused by a passenger may be charged where permitted.

8. Changes to a confirmed booking

Requested changes are subject to availability and may change the price, vehicle, schedule, supplier terms or cancellation conditions. Changes are only confirmed in writing.

9. Liability

Nothing in these terms excludes liability that cannot lawfully be excluded. Subject to applicable law, responsibility for third-party travel components is governed by the relevant supplier terms. Clients are encouraged to maintain suitable travel and personal insurance.

10. Governing law

These general terms are governed by the laws of Malaysia, subject to any mandatory rights or jurisdiction that apply to a particular transaction.

Cancellation & Refund

1. Service-specific conditions

The applicable cancellation schedule, non-refundable components and change fees will be stated in the quotation or booking confirmation. Transport, island packages and customised international itineraries may have different conditions.

2. Cancellation by the client

Cancellations must be submitted in writing. Charges may increase as the travel date approaches and may include committed vehicle costs, accommodation, ferry, flight, guide, attraction or other supplier amounts.

3. Non-refundable supplier payments

Deposits, promotional fares and supplier payments identified as non-refundable cannot be refunded after they have been committed, except where the supplier agrees otherwise or applicable law requires it.

4. Late arrival and no-show

Waiting time and no-show conditions will be stated in the confirmed quotation. A service may be treated as a no-show when the passenger cannot be contacted or does not arrive within the confirmed waiting period.

5. Weather, border disruption and force majeure

Where severe weather, border restrictions, transport disruption, government action or another event outside reasonable control affects the booking, we will assess available rescheduling, credit or refund options based on costs already incurred and the terms of the relevant suppliers.

6. Refund processing

Approved refunds will be returned through an agreed method after supplier credits and applicable charges have been confirmed. The expected processing period will be communicated with the refund confirmation.