Terms of Service
TravelPal MY (“TravelPal”, “we”, “our”, or “us”) is a Malaysia-based digital concierge and personal travel assistance service. Our goal is to support visitors in Malaysia by offering real-time local guidance, assistance with planning, curated recommendations, logistical clarity, and on-trip support. Although we primarily operate digitally and remotely, there may be occasions where our team meets guests in person for limited, practical purposes, such as providing arrival assistance, handing over travel-related items like SIM cards or travel passes, or offering in-person guidance at a designated meeting point. These physical interactions, when they occur, are supplementary to our digital service and provided solely as a courtesy convenience, not as a transport, tour, escort, or professional guiding service.
TravelPal is not a travel agency, tour operator, licensed guide service, transportation provider, or booking agent. We do not sell airline tickets, accommodations, or tours. When we recommend a restaurant, attraction, transportation option, or third-party provider, the final choice and purchase remain solely yours. We do not guarantee third-party services and are not responsible for their performance, pricing, cancellations, staff behavior, product availability, safety, hygiene, changes in schedule, or any loss arising from their decisions or operations. Any participation in third-party activities or consumption of third-party services is at your own discretion and responsibility.
By using TravelPal, you agree that you remain wholly responsible for your personal safety, belongings, financial decisions, travel compliance, itinerary choices, transportation arrangements, visa requirements, health precautions, travel insurance, and adherence to Malaysian law. Recommendations we provide are advisory in nature, and you acknowledge that travel conditions, city environments, vendor operations, and external circumstances may change without notice. You agree that you will use your own judgment in all decisions and will confirm schedules, routes, fares, booking details, entry requirements, and safety information independently.
You understand and accept that travel inherently carries risk, including delays, weather disruptions, illnesses, accidents, lost property, scams, misunderstandings, missed transportation, or unexpected travel changes. To the maximum extent permitted under Malaysian law, you agree that TravelPal, its officers, employees, partners, and affiliates are not liable for any loss, injury, expense, or damage resulting from travel-related decisions, use of our information, interactions with third-party vendors, changes in travel plans, government regulations, force majeure events, or any incidents that occur during your trip. You also agree that TravelPal does not assume duty of care as a chaperone, safety escort, translator, legal representative, or emergency response provider.
Any optional in-person assistance we choose to provide is voluntary and does not create a legal obligation to continue offering physical presence, transportation, personal escorting, or emergency response. If TravelPal staff physically assist you at any moment, such assistance remains limited, casual, and non-professional in nature. You accept full responsibility for your movements, safety, and actions before, during, and after such interactions. TravelPal representatives reserve the right to decline any in-person request at any time and may end an in-person meeting immediately if safety concerns arise.
All services are prepaid. Refund requests are accepted based on time of cancellation. Cancellations made more than forty-eight (48) hours before the scheduled service start time qualify for a full refund. Cancellations within twenty-four (24) to forty-eight (48) hours qualify for a fifty percent (50%) refund. Cancellations within twenty-four (24) hours of the start time are non-refundable. Failure to respond to messages, inability to travel, changes in plans, dissatisfaction with conditions beyond our control, or lack of use of the service do not constitute grounds for refund. Refunds, when approved, will be processed to the original payment method within a reasonable processing period.
These Terms are governed by the laws of Malaysia. Any dispute arising from the use of our services shall fall under the exclusive jurisdiction of the Malaysian courts. Continued use of our services constitutes acceptance of these Terms. If any provision within these Terms is found unenforceable, the remaining provisions will remain in full effect.
Privacy Policy
TravelPal is fully committed to safeguarding your personal data in accordance with the Personal Data Protection Act 2010 (PDPA Malaysia). By using our platform, you consent to the collection and processing of personal information necessary to deliver our concierge services. The information we may collect includes your name, contact details, travel dates, location-based trip preferences, and conversational information exchanged for the purpose of providing assistance. We may also collect technical data such as device identifiers and usage analytics to improve service performance and ensure system security.
Personal information is used exclusively to facilitate communication, support your trip, verify user identity when necessary, enhance service quality, and ensure secure usage. We do not sell or rent personal data to third parties. Information may be shared with trusted technology providers—for instance, messaging systems and secure communication platforms—only to the extent required to provide our services, and only with entities that uphold appropriate confidentiality safeguards. Your data may also be disclosed if legally required by law enforcement or Malaysian government authorities.
You may request access to your personal data, correction of inaccurate information, or deletion of your information where legally permissible. Identification may be required for verification before such requests are fulfilled. Please note that certain data may be retained where required for security, fraud-prevention, regulatory compliance, or legitimate business record-keeping under Malaysian law.
If you believe your data has been mishandled or have questions regarding our privacy practices, you may contact our privacy office at [email protected]. By continuing to use our services, you acknowledge that you have read, understood, and agreed to the terms of this Privacy Policy.