Customer Policy Rules - [Tour Package]

Account registration

• To enable you to make booking/reservations (*bookings for accommodation, tour packages and others related) on our website/platform, you MUST REGISTER an account first.
• For account registration, you are deemed to agree to share data such as full name, email, phone number and other relevant information for smoothness.
• By registering an account, you are also deemed to understand and agree to the Terms and Conditions and the existing Policy.
• By registering an account on our website/platform, you MUST be 18 years old and above.

Registration Policy

• Registration Conditions - To register on our website/platform, you must provide personal information such as full name, email address and other contact information requested by the registration form.
• Validity of Information - By registering on our website/platform, you guarantee that the information provided is true, complete and accurate. We reserve the right to cancel a user's account if we find information that is invalid or violates our Registration Policy.
• Policy Compliance - By registering on our website/platform, you agree to and abide by our Registration Policy and all terms and conditions applicable to our site.
• Access Security - You are responsible for maintaining the confidentiality of your login information and password, and for restricting access to your account. We are not responsible for errors and negligence caused by you and We are not responsible for any loss or damage caused by unauthorized use or unauthorized access to your account.
• Registration Information Changes - You can update your registration information at any time by logging into your account and changing the required information. We reserve the right to reject changes to registration information if the information is invalid or does not meet our requirements.
• Account Cancellation - You may cancel your account at any time by contacting us using the contact information provided on our website. We reserve the right to cancel a user's account if we find that your use of the site violates our Registration Policy or Privacy Policy.

Rule of dealing [Booking policy]

• Customers can directly contact the agent/package management for related inquiries. A chat room between customers and agents/package management is also available in the platform > Log in to your account for this action
• Customers are NOT ALLOWED to write or provide any link for agents/package management to contact you directly and/or invite agents/package management to deal directly with you outside of our website/application platform. For example Whatsapp, Telegram, FB, IG and other related links
• Customers are NOT ALLOWED to promote third party links on or within our website/application platform
• By making a booking/reservation, you confirm that you have read, understand, and agree to the terms and conditions stated on our website. 

WARNING: If it is found that there are customers who invite agents/package management to deal outside our website/app platform, your account will be banned and payment will be suspended immediately

Transparency of Offers/promotions

• We are committed to providing clear and detailed information about each accommodation offer and travel package provided on our website/platform. We will ensure price information, terms and conditions, as well as included amenities
• All offers and packages are subject to availability. We cannot guarantee price or booking availability at all times. Prices may change without prior notice
• The price displayed is the net price and the original price set by the packages operator/host. Full payment is required to confirm your booking - including other charges and taxes (*if applicable/required)

Privacy Policy

• Types of Information Collected - We collect personal information such as your name, address, telephone number, email address and others as applicable when you register for our services.
• Information Collection Method - We collect personal information through online forms, log files and other technologies.
• Purpose of Information Collection - The personal information we collect is used to provide our services, process transactions and send updates.
• Use of Information - We use personal information for marketing, analysis and reporting purposes.
• Information security - We protect the personal information collected from unauthorized access, unauthorized use or loss through the use of appropriate security and encryption systems.
• Sharing information - We only share personal information with third parties we work with to provide services or if required by law.
• Access and Change of Information - You are given the right to access and update your personal information by logging into your account.
• Contact information - If you have questions about our Privacy Policy, please contact us via email > contact [@] stay2book .com

List of packages

• All package listings on the website are the direct property of the respective package agent/management. It is self-listed by the agent/management of the relevant package
• All available package lists are registered and listed by the relevant agent/package management
• Therefore. The availability, current state and/or accuracy of tour package information is 100% dependent on the agent/direct management of the relevant package. As a customer, if there is a discrepancy in the information regarding the accommodation property, you can comment on the review of the relevant tour package list
• We (Stay2Book) are a platform for travel package agents/management to list their packages and enable customers to easily get cheap travel packages directly from related travel package agents/management.

Payment Policy

• Payment method - We accept payments through the payment methods listed on our site, including credit/debit cards and other electronic payment methods.
• Advance payment - For some products or services, we may require an advance payment. If so, information about the payment amount and payment deadline will be available on our website or can be requested through our contact information.
• Payment confirmation - After we receive your payment, we will send a payment confirmation to the email address registered to your account or the phone number listed on your booking.
• Additional cost - Additional fees such as taxes, service fees, surcharges or other fees may apply to certain products or services. Information about the applicable additional fees will be automatically displayed on the auto calculator system for reference of the full payment that you need to make before you continue your payment on our payment gateway system.
• Cancellation of Payment - We have the right to cancel your order if the payment is not complete and is not received in accordance with the conditions applicable to our products or services. We are not responsible for any loss or damage caused by cancellation of a booking due to failure of payment.
• Refund Policy - Refunds are made in accordance with our Cancellation Policy for our specific products or services.

Booking/Reservation Cancellation Policy

• When you make a Booking, you are deemed to have understood, accepted and agreed to the policies and terms & conditions that exist and/or applicable.
• Some Bookings cannot be cancelled free of charge, while others can only be cancelled in accordance with the methods, policies and terms & conditions that apply.
• If you are unable to show up for your booking, no refund will be issued to you. You are responsible and disciplined for your booking - and if you do not, we are not responsible for any related costs.
• Cancellation Policy - You may cancel your booking in accordance with the rules and procedures set out together with a reasonable reason - and this may be subject to applicable charges - an investigation will be made first. Please contact our support team to report the cancellation of your order.
• Cancellation Request - If you need to cancel your order, please contact our support team as soon as possible to process your request. Please remember to include your booking ID number and personal information to facilitate the processing process.
• Booking cancellation by the package host. We understand that this may happen to your booking. We offer a refund policy (*or the package host will provide you with an equivalent alternative package option - or change to another date).
• Reporting Period - You are given 24 hours (starting from your check-in time and date) to report to us the failure of the package host to provide your package booking. If you exceed this period, the status of your package booking will be considered smooth and without any problems. After this time limit, we are unable to process a refund.
• Booking cancellation by the package host, Failure of the package host to provide your booking - For this situation, you as a customer need to make an immediate report on site to our team - provide information and photo evidence for us to process and investigate your report (Our team will review first - This is to give us time to detect any possible fraudulent activity). *And you can receive a full refund.
• Cancellation by Us - We reserve the right to cancel your booking in the event of an emergency or unavoidable force majeure. We will provide prior notice and provide a full refund or equivalent alternative.
• Cancellation Policy Changes - We reserve the right to change our Cancellation Policy at any time without prior notice. Applicable changes to the Cancellation Policy will be posted on our platform.

Refund policy

• Stay2Book's refund policy generally offers a full refund (100% of your payment) for cancellations cancelled by the package host, processed within an estimated 10 working days (*refer to method 1). For cancellation requests from the customer themselves, there may be a penalty charge, which will be deducted from the refund amount, but will still be processed within 10 working days (*refer to method 2). Here is a more detailed explanation and breakdown:

1. Full Refund:

If your booking cancellation is cancelled by the package host, you will generally receive a full refund (100% of your payment) within 10 days of the cancellation request - this will be processed on working days and hours only.

2. Partial Refund:

A Partial Refund means that your refund will be charged and not paid in full. If you (*Customer) cancels the booking yourself, you may be charged a cancellation fee and the refund amount will be reduced accordingly by the applicable charge rate as explained below;

2.1 - Early cancellations within three (3) days of your check-in date = 18% of the full amount paid (*this does not apply to security/deposit charges, cleaning charges or other charges from the accommodation host).

An example and guide on how to count days is as follows, if your booking is for check-in on the 15th of the month - any date before the 12th of the month is the intended date.

2.2 - Late cancellations within three (3) days of your check-in date = 50% of the full amount paid. And the deposit will not be refunded (*if the accommodation owner has a deposit charge on your booking).

An example and guide on how to count days is as follows, if your booking is for check-in on the 15th of the month - 12th, 13th & 14th of the month is the intended date.

• Refund Review Period - All booking cancellations will be reviewed by our dedicated investigation team in advance and your refund will be processed according to the cancellation policy applicable to the specific product or service. This review period is approximately 10 working days - if it is a simple case, it will be completed faster - whichever is faster.
• If your booking cancellation is accepted and successful, you need to and must provide us with your bank account information so that we can proceed with the refund payment process. You are advised to provide good cooperation for the smooth process.
• Refund Transfer Process Period - Our department account will process your refund transfer within 24 hours on working days after receiving approval for your booking cancellation review.
• Refund Method - The refund payment will be transferred directly to your bank account. You will be notified after your refund transfer is successful and has been processed by our department account. Make sure to update and check your bank account.
• Refund Process - Once we receive your cancellation approval, we will process it according to our refund policy and notify you of the status of your refund. It involves cooperation from the payment gateway and bank to process your refund payment.
• Refund Terms and Conditions - Our refund procedures and methods may vary depending on the type of packages or the type of product/service available.
• Cancellation Policy - Individual package partners on Stay2Book may have different cancellation policies, so it is important to check your booking confirmation for specific details.
• Contacting Support - If you have questions about your refund or cancellation, you can check the status of your refund request through your Stay2Book account, please log in to your account dashboard or contact our support team directly.

Ratings and Reviews

• Reviews and ratings given by customers are their personal views. We are not responsible for the content of comments but will take action to address violations of our community policy.

Security Policy

• Data Security - We take reasonable steps to protect personal data and other sensitive information we receive from unauthorized access or unauthorized use. We use appropriate information security technologies and access control systems to protect personal data and other sensitive information from unauthorized access or unauthorized use.
• Data collection - We only collect personal data and other sensitive information necessary to provide the product or service requested by the user. We will only use personal data and other sensitive information in accordance with our Privacy Policy.
• Confidentiality of User Information - We maintain the confidentiality of user information and will not share user information with third parties without the user's consent, except as necessary to comply with legal requirements or to protect the rights, property or safety of our users or other users.
• User Obligations - Users are responsible for maintaining the confidentiality of their account information and passwords. Users are also responsible for the use of our site and services with their account and must ensure that they do not use our site and services for purposes that violate the law or violate the rights of third parties.
• Additional Safety Measures - We may introduce additional security measures from time to time to improve the security of our users' information and data.

Usage Policy

• Usage Policy - By accessing or using our website/platform, you agree to abide by our Usage Policy. This policy governs the use of our website/platform and services related to our website/platform.
• Use of the Website - You agree to use our website/platform only for lawful purposes and in accordance with our Usage Policy. You may not use our website/platform for illegal purposes or harm the rights or interests of others.
• User Responsibilities - You are responsible for your use of our website/platform and must ensure that your use complies with our Usage Policy. You must also ensure that the information you provide to us is accurate and not misleading.
• Website Abuse - We reserve the right to take action as deemed necessary if we feel you have violated our Usage Policy or if we have reason to believe that your use is unlawful or harmful to the rights or interests of others.
• Changes to Usage Policy - We may update our Usage Policy from time to time. Continuing to use our website/platform after changes to the Usage Policy means you accept those changes.

Policy Change

• Change of Policy - We may change or upgrade our Privacy Policy, Registration Policy, Payment Policy, Cancellation Policy, Usage Policy and Security Policy from time to time. These changes will likely take effect immediately.
• Change Notice - We encourage users to check our website/platform regularly to check for changes to our Policy.
• Advanced Use - By continuing to use our website/platform after changes to our Policy take effect, you indicate that you understand and agree to the modified Policy. If you do not agree to the amended Policy, you must stop using our website/platform.
• Material Changes - If changes to our Policy are significant. A material change is a significant change to our Policy that may affect your rights and obligations as a user of our website.

Cookie Policy

• Cookie Policy- Our website uses cookies to improve user experience and to help us understand how our website/platform is used. By accessing or using our website/platform, you agree to the use of cookies in accordance with our Cookie Policy.
• Cookie Definition - Cookies are small files that are stored on your device when you access our website/platform. Cookies help us collect information about the use of our website/platform and can help us improve our services and deliver relevant content.
• Types of Cookies - We use cookies according to our needs, such as functional cookies that help our website/platform work properly, analytical cookies that help us understand how our website/platform is used, and third-party cookies that can be used to provide relevant content and advertisements.
• Cookie Control - You can control the use of cookies on your browser. Most browsers allow you to refuse the use of cookies or delete cookies that have been stored on your device. However, this may affect the user experience and may limit access to features of our website/platform.
• Cookie Policy Changes - We may update our Cookie Policy from time to time. Continuing to use our website/platform after changes to the Cookie Policy means you accept those changes.

Support Team Information

• Contact our customer support team if you have any questions, concerns, or problems related to offers or packages listed on our website.
• Support Contact - If you have questions or need help with our services, please contact our support team via our official chats > Communicate with our Support team!
• Contact information - You can get help or answer your questions with our help team. Our support team is here to help you from Monday - Friday / 9am - 5pm local time.
• Response time - We strive to respond to all support requests within 24 hours of receiving the request. However, response times may vary depending on the number of support requests received and the complexity of the issue.
• Auto Reply - You may receive an automated response when you submit your support request. This response will let you know that we have received your request and will process it shortly.
• Priority Support - We give higher priority support to issues that affect the overall usability of our website or that have a significant impact on our users.