Refund & Cancellation Policy

At ATV Safari Langkawi, we aim to provide every guest with a safe, exciting, and memorable ATV adventure. We understand that travel plans may change and that outdoor activities can be affected by weather and other unexpected circumstances.

Our Refund & Cancellation Policy is designed to provide clear and fair arrangements for both our guests and our operations team.

1. Booking Cancellation

Customers may cancel their booking subject to the following conditions:

  • Cancellations made 24 hours or more before the scheduled activity are eligible for cancellation without penalty.

  • Cancellations made less than 24 hours before the scheduled activity may result in the forfeiture of any deposit paid.

  • Where full payment has already been made, refunds for cancellations made less than 24 hours before the activity are subject to management approval.

  • Cancellation requests must be submitted through our official communication channels and must include the customer’s booking details.

  • The cancellation time will be determined based on when ATV Safari Langkawi receives the cancellation request.

Bookings made through third-party booking platforms may be subject to the cancellation terms displayed on the respective platform.

2. Rescheduling

We understand that plans can change.

  • Customers may request to reschedule their booking at least 24 hours before the scheduled activity without an additional rescheduling charge.

  • Rescheduling within 24 hours of the activity is subject to availability and management approval.

  • Only one complimentary reschedule is permitted per booking.

  • Additional rescheduling requests may be subject to an administrative charge.

  • The new activity date and time are subject to ATV, guide, and operational availability.

  • Rescheduled bookings remain subject to the package price and conditions applicable to the original booking unless otherwise agreed.

3. No-Show Policy

A booking will be considered a No-Show if:

  • The customer does not arrive for the scheduled activity.

  • The customer fails to arrive at the designated meeting point within the permitted check-in period.

  • The customer is not present at the agreed hotel or resort pickup location at the scheduled pickup time.

  • The customer fails to notify ATV Safari Langkawi of their absence.

  • The customer arrives after the group has departed and can no longer safely join the activity.

For No-Show bookings:

  • Deposits are non-refundable.

  • Fully paid bookings are non-refundable.

  • Promotional bookings, vouchers, or special offers used for the booking will be considered redeemed.

4. Late Arrival

Participants are advised to arrive at the designated meeting point at least 15–30 minutes before the scheduled activity for registration, preparation, and the compulsory safety briefing.

Customers using our pickup service must be ready at the agreed pickup location at the time provided.

If you arrive late:

  • Your activity duration may be shortened where operationally possible.

  • You may be moved to another available session at management’s discretion.

  • You may not be permitted to participate if the group has already departed.

  • The full booking price remains payable if the activity duration is shortened because of your late arrival.

  • Missing the activity because of late arrival may be treated as a No-Show and will not normally qualify for a refund.

5. Refund Eligibility

A full or partial refund may be considered under the following circumstances:

  • ATV Safari Langkawi cancels the activity and cannot provide a suitable alternative date or time.

  • The booked activity cannot be provided because of an operational issue under our control.

  • An ATV or other essential equipment becomes unavailable and no suitable replacement can be provided.

  • A duplicate or accidental payment is verified.

  • A payment processing error results in an incorrect overcharge.

  • Severe weather or unsafe trail conditions require us to cancel the activity and rescheduling is not reasonably possible.

Where possible, customers may first be offered:

  • An alternative activity time.

  • An alternative date.

  • An alternative route or package.

  • Booking credit for future use.

If none of these options are suitable or reasonably available, a refund may be offered according to the circumstances.

6. Non-Refundable Situations

Refunds will normally not be provided for:

  • Completed ATV activities.

  • No-Show bookings.

  • Late arrivals that result in a missed activity.

  • Voluntary withdrawal after an activity has started.

  • A participant deciding not to continue because of mud, rain, water, uneven terrain, or other normal conditions associated with an outdoor ATV activity.

  • Failure to follow the required meeting or pickup instructions.

  • Failure to disclose relevant information that prevents safe participation.

  • Participants removed from an activity because of unsafe, reckless, abusive, or inappropriate behaviour.

  • Participants who refuse to follow safety instructions.

  • Participants who appear to be under the influence of alcohol or illegal drugs.

  • Promotional packages or vouchers stated to be non-refundable.

  • Third-party bookings where the applicable booking platform specifies different refund conditions.

7. Weather & Trail Conditions

ATV Safari Langkawi is an outdoor adventure activity, and weather conditions are part of the experience.

Light rain, muddy trails, wet conditions, or normal changes in weather do not automatically qualify a booking for cancellation or refund.

However, customer safety remains our priority.

ATV Safari Langkawi may delay, modify, shorten, reschedule, or cancel an activity if conditions are considered unsafe due to:

  • Heavy rain

  • Thunderstorms or lightning

  • Flooding

  • Dangerous river conditions

  • High water levels

  • Landslides or fallen trees

  • Unsafe trail conditions

  • Government or authority warnings

  • Other environmental or safety risks

The decision on whether an activity can safely proceed will be made by ATV Safari Langkawi based on the conditions at the activity location.

If an activity is cancelled by us because conditions are unsafe, customers will normally be offered rescheduling, an alternative activity, booking credit, or a refund where appropriate.

8. Waterfall, River & Route Changes

Certain ATV packages may include waterfall stops, river crossings, jungle trails, or other natural attractions.

Access to these locations depends on weather, water levels, trail conditions, safety considerations, and other environmental factors.

For safety reasons, ATV Safari Langkawi may:

  • Skip a waterfall stop.

  • Close a river crossing.

  • Change the ATV route.

  • Use an alternative trail.

  • Shorten or modify a particular section of the activity.

A reasonable route modification or the temporary unavailability of a particular natural attraction does not automatically entitle the customer to a full refund if the main ATV activity can still be safely provided.

Where a major part of the purchased package cannot be provided, management will determine an appropriate alternative or resolution based on the circumstances.

9. Health & Safety Restrictions

Participants are responsible for informing ATV Safari Langkawi before the activity of any relevant medical condition, injury, pregnancy, physical limitation, or other condition that may affect their ability to participate safely.

Refunds will normally not be provided where:

  • A participant cannot participate because relevant medical or physical information was not disclosed before booking or before the activity.

  • A participant chooses to discontinue the activity after it has started because of a previously undisclosed condition.

  • A participant is unable to meet reasonable safety requirements.

  • A participant refuses to wear required safety equipment.

  • A participant refuses to follow instructions provided during the safety briefing.

Where a genuine unexpected medical emergency occurs before the activity, customers may contact us as soon as possible. Rescheduling or another appropriate arrangement may be considered by management depending on the circumstances and supporting information available.

10. ATV or Operational Changes

ATV Safari Langkawi makes reasonable efforts to ensure that ATVs, guides, safety equipment, and routes are available as scheduled.

However, operational changes may occasionally be necessary because of:

  • ATV maintenance or mechanical issues

  • Safety inspections

  • Guide availability

  • Trail closures

  • Operational requirements

  • Unexpected circumstances

Where possible, we may provide:

  • A replacement ATV.

  • A different departure time.

  • An alternative route.

  • An alternative package.

  • A rescheduled activity.

A change of ATV, guide, or reasonable route adjustment does not automatically qualify for a refund where the booked activity can still be provided safely and substantially as described.

11. Customer Satisfaction

If you experience an issue during your ATV Safari Langkawi activity, please inform your guide or our team as soon as possible during the activity so that we have an opportunity to assist you.

Where appropriate, we will make reasonable efforts to resolve the issue, which may include:

  • Providing assistance or replacing equipment.

  • Changing an ATV where reasonably available.

  • Adjusting the activity where appropriate.

  • Offering another reasonable solution depending on the circumstances.

Refunds will not normally be issued solely because weather, trail conditions, scenery, natural water levels, or other aspects of an outdoor environment differ from a customer’s personal expectations.

12. Force Majeure

ATV Safari Langkawi will not be responsible for cancellations, delays, or changes caused by circumstances beyond our reasonable control, including but not limited to:

  • Natural disasters

  • Severe weather

  • Flooding

  • Landslides

  • Government restrictions

  • Road closures

  • Trail closures

  • Public health emergencies

  • Transportation disruptions

  • Utility or communication failures

  • Other unforeseen events beyond our reasonable control

Where reasonably possible, affected bookings will be rescheduled or an alternative arrangement will be offered.

Refund eligibility in such circumstances will depend on the nature of the event, services already provided, third-party costs incurred, and applicable law.

13. Hotel & Resort Pickup

Where hotel or resort pickup is included with a package:

  • Customers must provide accurate accommodation and contact information.

  • Customers must be ready at the designated pickup location at the agreed time.

  • Pickup times may vary because of traffic, weather, road conditions, or other operational circumstances.

  • ATV Safari Langkawi is not responsible for missed activities caused by customers providing incorrect pickup information or failing to be ready at the agreed time.

  • Failure to attend the scheduled pickup may be treated as a No-Show.

If ATV Safari Langkawi is unable to provide an included pickup service, we will make reasonable efforts to provide an alternative arrangement.

14. Third-Party Bookings

Bookings made through third-party platforms, travel marketplaces, tour operators, hotels, travel agents, or other authorised partners may be subject to the cancellation and refund terms of the platform or provider through which the booking was made.

Where a third-party platform collected the payment, any approved refund may need to be requested or processed through that platform.

Processing times and transaction arrangements may therefore differ from direct bookings made with ATV Safari Langkawi.

15. Processing Refunds

Where a refund is approved:

  • Refunds will normally be processed using the original payment method where possible.

  • Customers may be required to provide their booking reference and payment information for verification.

  • Processing times may vary depending on the bank, card issuer, payment gateway, or booking platform.

  • ATV Safari Langkawi cannot control additional processing time required by banks or third-party payment providers after a refund has been submitted.

  • Transaction, currency conversion, booking platform, or payment gateway fees may be non-refundable where permitted by applicable law and the relevant provider’s terms.

16. Right to Refuse or Discontinue Participation

ATV Safari Langkawi reserves the right to refuse or discontinue participation without refund where a participant:

  • Operates an ATV recklessly or dangerously.

  • Intentionally ignores instructions from guides.

  • Endangers themselves, staff, or other participants.

  • Refuses to wear required safety equipment.

  • Behaves aggressively, abusively, or inappropriately.

  • Intentionally damages an ATV, safety equipment, property, or the natural environment.

  • Appears intoxicated or under the influence of alcohol or illegal drugs.

  • Attempts to participate despite a safety restriction.

  • Repeatedly violates ATV Safari Langkawi safety rules.

This policy is intended to protect the safety of the participant, other guests, our guides, staff, equipment, and the surrounding environment.

Contact Us

If you have any questions regarding this Refund & Cancellation Policy or would like to request a cancellation, rescheduling, or refund, please contact us through our official website, phone, WhatsApp, or authorised booking channel.

When contacting us, please provide your:

Full Name
Booking Reference
Activity Date & Time
Package Name
Reason for Cancellation or Rescheduling

Thank you for choosing ATV Safari Langkawi.

We appreciate your understanding and look forward to providing you with a safe, exciting, and memorable ATV adventure in Langkawi.