At Arovis Travel & Tours Sdn Bhd – also known as Arovis Travel, we are committed to providing a smooth, transparent, and secure travel experience for all our customers. The following policies outline the terms of your relationship with Arovis Travel. By booking with us, you agree to comply with these policies. For any inquiries, please contact us at admin@arovis.com.my.

1. Communication and Pre-Travel Information

To ensure a smooth travel experience, Arovis Travel will create a WhatsApp group for all travelers in the group prior to the travel date. This group will be used to share important travel-related information, updates, and reminders regarding the trip.

If necessary, Arovis Travel may also organize online meetings or travel tips classes (e.g., Umrah courses) to help travelers prepare. Attendance to these meetings or sessions will be communicated through the WhatsApp group or via email.

Should you have any inquiries or complaints, you may contact our admin directly via WhatsApp at +60386834022. We are here to address any concerns and ensure your travel experience is as seamless as possible.

2. Privacy Policy

Arovis Travel collects personal information necessary for processing your booking, such as your name, contact information, passport details, and travel preferences. This data is shared with third-party providers (e.g., airlines, hotels) strictly to facilitate your booking.

We comply with the Personal Data Protection Act 2010 (PDPA) to safeguard your personal data. We ensure third-party providers also comply with relevant data protection laws.

You may access, update, or request deletion of your personal data by contacting admin@arovis.com.my. Requests will be processed within 14 working days.

Customer data is retained only as long as necessary to fulfill your travel arrangements or as required by law.

3. Insurance and Takaful Policy

Arovis Travel provides TripCare 360 Takaful by Etiqa for general travel packages and Saudi Takaful providers (e.g., Tawuniya, Bupa Arabia) for Umrah packages. These policies cover medical emergencies, accidents, cancellations, and other travel-related risks.

3.1 TripCare 360 Takaful (General Travel)

• Medical Expenses: Covers emergency medical treatment during your trip.
• Trip Cancellation/Interruption: Reimburses costs for covered cancellations or interruptions.
• Personal Accident Coverage: Provides compensation for accidental injury or death.
• Emergency Medical Evacuation: Covers costs for emergency evacuation and repatriation.

3.2 Umrah Takaful (Saudi Providers)

• Medical Expenses: Covers healthcare costs in Saudi Arabia during Umrah.
• Accident and Disability Coverage: Protects against accidental injuries or death.
• Repatriation: Covers the return of remains in the event of death during Umrah.

For any claims, contact the insurance/takaful provider directly. Arovis Travel will assist but is not responsible for processing claims.

4. Payment Policy

Payments can be made via cash, bank draft, personal check, and authorized online gateways (Mpay Gateway, CHIP In Sdn Bhd, Securepay Sdn Bhd). Online payments may incur additional processing fees.

Your package is confirmed only when full payment is received and cleared. For payments made less than 7 days before departure, personal checks are not accepted.

For Government agencies, Government-Linked Companies (GLCs), or private entities booking via tenders or quotations, payment terms follow the agreed tender/quotation documents.

5. Cancellation and Refund Policy

Cancellations must be submitted in writing to booking@arovis.com.my. Fees apply based on the following schedule:

• 22-44 working days: Forfeiture of deposit.
• 15-21 working days: 35% of the package price.
• 8-14 working days: 50% of the package price.
• 3-7 working days: 75% of the package price.
• 2 days or less: 100% of the package price.

Refunds are processed within 30 days. Non-refundable items (e.g., flights, special activities) are excluded from refunds.

6. Itinerary and Suitability Policy

6.1 No Guarantee of Suitability

While Arovis Travel makes every effort to provide a safe and enjoyable itinerary, we do not guarantee that all events will be suitable for all travelers. Customers assume all risks for participating in the offered activities.

6.2 Itinerary Changes

Arovis Travel reserves the right to make changes to itineraries due to weather conditions, supplier changes, or operational needs. If changes are necessary, we will provide alternatives, though they may not match the original package value.

7. Travel Document Responsibility

Customers are responsible for ensuring they have valid passports, visas, and other required travel documents. Arovis Travel is not liable for issues arising from improper or incomplete documentation.

8. Group Travel Policy

For group bookings, the designated group leader is responsible for communications with Arovis Travel and ensuring all group members comply with these policies.

9. Health and Safety Policy

9.1 Traveler Responsibility

Travelers are responsible for ensuring they are medically fit to travel. We recommend consulting a healthcare provider before the trip. Proof of vaccinations or health documents may be required, particularly for Umrah.

9.2 Special Assistance

If you require special assistance due to a medical condition or disability, please notify Arovis Travel at the time of booking. We will do our best to accommodate your needs.

10. Force Majeure Policy

10.1 Definition of Force Majeure

Force majeure events include natural disasters, war, civil disturbances, pandemics, and other unforeseen events beyond Arovis Travel’s control.

10.2 Impact on Services

Arovis Travel is not liable for delays, cancellations, or additional costs due to force majeure events. We will assist in rescheduling where possible, but additional costs may apply.

11. Dispute Resolution and Arbitration

Any disputes arising from these terms should first be addressed through informal negotiation. If the dispute cannot be resolved, it will be settled through binding arbitration in accordance with Malaysian law.

12. Supplier Terms and Conditions

Arovis Travel works with third-party suppliers (e.g., airlines, hotels) who have their own terms and conditions. In the event of conflict, the supplier’s terms take precedence over Arovis Travel’s policies.

13. Intellectual Property Rights

All content on the Arovis Travel website, marketing materials, and other communications is the intellectual property of Arovis Travel. Unauthorized reproduction or distribution is prohibited.

14. Amendment Policy

Arovis Travel reserves the right to modify or amend these policies at any time. Changes will take effect upon posting to the website. Continued use of our services constitutes acceptance of the updated terms.

15. Governing Law and Jurisdiction

This policy is governed by the laws of Malaysia, and any disputes will be subject to the exclusive jurisdiction of the courts of Malaysia.

16. Declaration of Understanding

By booking with Arovis Travel, you acknowledge that you have read, understood, and agree to these policies. These policies form part of the binding agreement between you and Arovis Travel.

Contact Information:

• General inquiries: admin@arovis.com.my
• Booking inquiries: booking@arovis.com.my
• Payment inquiries: payment@arovis.com.my

Policy Effective Date:

This policy is effective as 24 September 2024 and is subject to periodic updates (refer on the top of the policies). Please refer to our website for the latest version.