Terms of Service

Effective Date: January 1, 2025
Last Updated: January 1, 2025

Welcome to Voltana Zone. These Terms of Service ("Terms") govern your use of our website at voltana-zone.com and our adventure tourism services in Malaysian Borneo. By accessing our website or booking our services, you agree to be bound by these Terms.

1. Company Information

Voltana Zone
Business Registration: [Malaysian Business Registration Number]
Tourism License: [Malaysian Tourism License Number]
Address: Jalan Pantai Cenang, Lot 1547, Langkawi, Kedah 07000, Malaysia
Email: [email protected]
Phone: +60-3-8724-5619

Voltana Zone is a licensed tour operator specializing in guided expeditions and adventure tourism services in Malaysian Borneo, operating in full compliance with Malaysian tourism regulations.

2. Acceptance of Terms

By using our website, booking our services, or participating in our expeditions, you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and any additional terms provided at the time of booking.

If you do not agree to these Terms, you must not use our services or website.

3. Services Offered

3.1 Adventure Tourism Services

We provide guided adventure tourism services in Malaysian Borneo, including but not limited to:

• Mount Kinabalu climbing expeditions
• Wildlife safari tours in Danum Valley and other conservation areas
• Jungle photography expeditions
• Custom adventure tours and expeditions
• Educational nature tours and workshops
• Multi-day camping and trekking expeditions

3.2 Service Inclusions

Unless otherwise specified, our services typically include:

• Professional, licensed local guides
• Necessary permits for protected areas
• Basic safety equipment and first aid supplies
• Group transportation as specified in itinerary
• Accommodation as described in service packages
• Meals as specified in itinerary

3.3 Service Exclusions

Unless specifically included, the following are not covered:

• International and domestic flights to/from meeting points
• Personal travel insurance
• Personal equipment and clothing
• Meals not specified in the itinerary
• Gratuities for guides and staff
• Personal expenses and souvenirs
• Medical expenses and emergency evacuations
• Visa fees and passport costs

4. Booking and Payment Terms

4.1 Booking Process

• All bookings must be confirmed in writing via email or our booking system
• A booking is only confirmed upon receipt of deposit and booking confirmation
• All participants must provide required personal and health information
• Passport details required for permit applications
• Emergency contact information mandatory

4.2 Payment Schedule

• Deposit: 30% of total cost required to secure booking
• Final Payment: Balance due 30 days prior to expedition start date
• Late Booking: Full payment required if booking within 30 days of departure
• Currency: All prices quoted in Malaysian Ringgit (MYR) unless otherwise stated

4.3 Payment Methods

We accept the following payment methods:

• Bank transfer (preferred for Malaysian customers)
• Credit cards (Visa, Mastercard) via secure payment gateway
• PayPal for international customers
• Cash payments at our office (by appointment)

4.4 Pricing and Price Changes

• All prices are subject to change until booking is confirmed
• Confirmed bookings are protected against price increases
• Prices include applicable Malaysian taxes unless otherwise stated
• Currency fluctuations may affect pricing for international bookings

5. Cancellation and Refund Policy

5.1 Customer Cancellations

Cancellation fees apply according to the following schedule:

• More than 60 days: 15% cancellation fee
• 31-60 days: 30% cancellation fee
• 15-30 days: 50% cancellation fee
• 7-14 days: 75% cancellation fee
• Less than 7 days: No refund (100% cancellation fee)

5.2 Voltana Zone Cancellations

We reserve the right to cancel expeditions due to:

• Insufficient minimum group size (typically 2-4 participants)
• Severe weather conditions or natural disasters
• Government restrictions or park closures
• Safety concerns or force majeure events

In case of cancellation by Voltana Zone:

• Full refund of all payments made
• Alternative expedition dates offered when possible
• No liability for additional costs (flights, hotels, etc.)

5.3 No-Show Policy

Failure to appear at the designated meeting time and place without prior notice will be considered a no-show, resulting in forfeiture of all payments with no refund.

6. Travel Insurance Requirements

6.1 Mandatory Insurance

All participants must have comprehensive travel insurance covering:

• Medical expenses and emergency treatment
• Emergency evacuation and repatriation
• Adventure sports and high-altitude activities
• Trip cancellation and interruption
• Personal accident coverage
• Personal liability coverage

6.2 Insurance Verification

• Proof of insurance must be provided before expedition start
• Insurance must be valid for the entire expedition period
• Policy must cover activities in Malaysia
• We reserve the right to deny participation without adequate insurance

7. Health and Fitness Requirements

7.1 Medical Disclosure

Participants must disclose:

• Any medical conditions that may affect participation
• Current medications and treatments
• Allergies, especially food and drug allergies
• Previous injuries or surgeries
• Pregnancy status

7.2 Fitness Requirements

Our expeditions require varying levels of physical fitness:

• Mount Kinabalu: High fitness level required
• Wildlife Safaris: Moderate fitness sufficient
• Multi-day Treks: Good to high fitness required
• Photography Tours: Basic to moderate fitness required

7.3 Medical Clearance

For certain expeditions, medical clearance may be required from:

• Participants over 65 years of age
• Those with significant medical conditions
• Individuals on specific medications
• Pregnant women (generally not recommended)

8. Safety and Risk Acknowledgment

8.1 Inherent Risks

Participants acknowledge that adventure tourism involves inherent risks including but not limited to:

• Physical injury from trekking, climbing, or outdoor activities
• Weather-related hazards and natural disasters
• Wildlife encounters and insect bites
• Altitude sickness and dehydration
• Equipment failure or malfunction
• Remote location rescue challenges
• Disease transmission and infection risks

8.2 Participant Responsibilities

Participants are responsible for:

• Following guide instructions at all times
• Using provided safety equipment properly
• Disclosing any health or safety concerns immediately
• Maintaining appropriate physical fitness
• Bringing suitable personal equipment as advised
• Behaving responsibly and not endangering others

8.3 Safety Measures

Voltana Zone implements comprehensive safety measures:

• Licensed and experienced professional guides
• Regular safety equipment inspection and maintenance
• Emergency communication devices
• Comprehensive risk assessment procedures
• First aid trained staff and medical supplies
• Emergency evacuation procedures
• Weather monitoring and trip modifications

9. Conduct and Behavior

9.1 Expected Behavior

Participants must:

• Respect local customs, traditions, and communities
• Follow environmental protection guidelines
• Treat guides, staff, and other participants with respect
• Comply with all applicable laws and regulations
• Maintain group cohesion and follow schedule
• Avoid behavior that endangers themselves or others

9.2 Prohibited Behavior

The following behaviors are strictly prohibited:

• Use of illegal drugs or excessive alcohol consumption
• Harassment, discrimination, or abusive behavior
• Damaging property or natural environments
• Ignoring guide instructions or safety protocols
• Engaging in activities not included in the itinerary
• Disturbing wildlife or removing natural specimens

9.3 Consequences

Participants engaging in prohibited behavior may be:

• Immediately removed from the expedition
• Required to leave at their own expense
• Reported to local authorities if laws are broken
• Liable for any damages or additional costs incurred
• Denied participation in future expeditions

10. Force Majeure

Voltana Zone shall not be liable for any failure to perform due to unforeseen circumstances or causes beyond our reasonable control, including but not limited to:

• Natural disasters (earthquakes, floods, storms)
• Government actions, regulations, or restrictions
• War, terrorism, or civil unrest
• Pandemic or health emergencies
• Labor strikes or transportation disruptions
• Supplier failures or cancellations

In such cases, we will make reasonable efforts to provide alternative arrangements or reschedule expeditions when possible.

11. Limitation of Liability

11.1 Liability Limits

To the maximum extent permitted by Malaysian law:

• Our total liability for any claim shall not exceed the amount paid for services
• We are not liable for indirect, consequential, or punitive damages
• Liability for personal injury is limited as permitted by law
• We are not responsible for acts of third-party suppliers

11.2 Exclusions

We exclude liability for:

• Personal property loss, theft, or damage
• Costs incurred due to trip delays or cancellations
• Medical expenses and treatment costs
• Additional accommodation or transportation costs
• Lost opportunities or business losses
• Emotional distress or mental anguish

12. Photography and Media

12.1 Consent for Use

By participating in our expeditions, you grant Voltana Zone:

• Permission to photograph and video record your participation
• Rights to use images for marketing and promotional purposes
• License to publish content on our website and social media
• Authorization to include content in marketing materials

12.2 Opt-Out Rights

You may opt out of photography/recording by informing us in writing before the expedition begins. This may limit some aspects of the experience.

13. Intellectual Property

All content on our website, including text, images, logos, and designs, is owned by Voltana Zone or our licensors and protected by intellectual property laws. You may not use, reproduce, or distribute our content without written permission.

14. Privacy and Data Protection

Your privacy is important to us. Our collection, use, and protection of your personal information is governed by our Privacy Policy, which forms part of these Terms. By using our services, you consent to our privacy practices as described in our Privacy Policy.

15. Governing Law and Jurisdiction

These Terms are governed by the laws of Malaysia. Any disputes arising from these Terms or our services shall be subject to the exclusive jurisdiction of the Malaysian courts.

15.1 Dispute Resolution

Before pursuing legal action, parties agree to attempt resolution through:

• Direct negotiation between the parties
• Mediation through a recognized Malaysian mediation service
• Arbitration if mediation is unsuccessful

16. Modification of Terms

We reserve the right to modify these Terms at any time. Changes will be effective when posted on our website. For bookings made before changes, the Terms in effect at the time of booking will apply unless changes are required by law.

17. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to be valid and enforceable to the fullest extent permitted by law.

18. Entire Agreement

These Terms, together with our Privacy Policy and any additional terms provided at booking, constitute the entire agreement between you and Voltana Zone regarding the use of our services.

By using our website and services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.

These Terms of Service were last updated on January 1, 2025, and are effective immediately.