BOOKINGS

When you submit an inquiry via our booking form on the ‘Contact Us’ page, you will receive a confirmation in your email that your inquiry has been sent to us. In this case, your inquiry will be assigned to one of our Travel Consultants who will be making contact with you within the next 48 hours. Since we have a 5 day work week, Monday to Friday, any inquiries that come in over the weekend will be responded to on Monday. 

If you happen to find that the Booking Form is not being cooperative and it fails to serve its function, please write to us directly similarly, your inquiry will be assigned accordingly. If you let us know that you experienced some issues with the Booking Form, this will also give us the opportunity to look into this as sometimes technology does fail on us.

If you’ve made a booking with us and need to reach us urgently, or in the event of an emergency, our team of Travel Consultants and Operations are available for support throughout the duration of your travel. In this case, firstly please reach out to your assigned consultant on their mobile number. If this fails, please reach out to our Sales Hotline at +(60) 19 982 9005 or Operations Hotline +(60) 10 952 9005.

The purchase of any travel services offered by Sticky Rice Travel S/B constitutes a contractual arrangement between you and Sticky Rice Travel S/B, and represents your acceptance of the Sticky Rice Travel S/B Terms & Conditions set out herein. Please ensure that you read carefully and understand these Terms & Conditions prior to booking.

Deposit and Final Payment

A deposit of 50% is required upon confirmation of services and out of this, 25% is on a non-refundable, non-transferable basis. Note that bookings are not confirmed nor secure until Sticky Rice Travel S/B receives this deposit and you receive a confirmation invoice. Sticky Rice Travel S/B reserves the right to release or cancel any bookings being held where this required deposit has not been received by the deposit due date. Payment of the deposit indicates you have read and accepted these Terms and Conditions.

Please review and verify your booking invoice thoroughly and contact us immediately if your invoice appears to be incorrect or incomplete. In the case of billing errors, Sticky Rice Travel reserves the right to re-invoice you with correct pricing. Final payment for your booking is due 45 days prior to commencement of services. If final payment is not received by the due date, your reservation will be canceled and Sticky Rice Travel S/B has the right to retain your full deposit. Sticky Rice Travel S/B is not responsible for canceled land and/or air reservations in the event payment is not received by the final payment date. If a booking is made within 45 days prior to arrival, full payment will be required at the time of booking. 

Mt Kinabalu Summit Programs

Any bookings for Mt Kinabalu Summit Programs require full payment upon confirmation and are strictly on 100% non refundable and no cancellation policy. If a cancellation to a reservation is made, no refund will be entertained. This is the policy of the mountain operators and not Sticky Rice Travel S/B. In the event of a no show, no refund will be made as the accommodation reserved is considered used.

Airfare

Full payment is required for the purchase of airfares.

Cancellation by you

If Sticky Rice Travel S/B receives a booking cancellation prior to the final payment date of a participant’s vacation, 25% of a participant’s trip costs will be retained as cancellation fee. Cancellation fees as stated below apply to all booking cancellations.

  • Up to 46 days prior to arrival a 25% cancellation fee will apply
  • 45 – 22 days prior to arrival a 50% cancellation fee will apply
  • 21 – 0 days prior to arrival a 100% cancellation fee will apply

For tour products or individual components supplied by 3rd parties, e.g. Air Tickets, Hotel/Lodge Bookings, etc, cancellation fees under the terms and conditions of the respective 3rd parties shall apply. If a participant has to postpone, reschedule or cancel his or her trip due to medical reasons, Sticky Rice Travel S/B will endeavour to do our best to accommodate the participant’s needs with the agreement that a medical note or doctor’s letter is provided. Any changes or alteration to participant’s itinerary will be subject to any 3rd party suppliers terms and conditions if applicable.

Refund of unused services

No refunds or exchanges can be made in respect of accommodation, meals, sightseeing tours, transport or any other services that are included in the tour pieces but not utilized by the tour member including after services have commenced. In the event that a refund is required, please note that refunds can take up to 14 – 28 working days to process.

Payment Method

Sticky Rice Travel S/B offers a range of payment options via credit card and telegraphic transfers, in Malaysian Ringgit (MYR) and US Dollars (USD). They are listed below in their ease of payment for both participant and Sticky Rice Travel S/B and any credit card and/or bank transfer fees will be borne by participants.

  1. Secure online credit card payment gateway (currency MYR with 3% fee)
  2. Secure online money transfer service via Transferwise (currency MYR, fast and lower fees than most bank)
  3. Bank telegraphic transfer (currency MYR or USD)
  4. Mail Order Telephone Order (MOTO) which requires a participant to complete a 1-time authorisation form for Sticky Rice Travel S/B to manually charge a credit card remotely. If a participant chooses this option, he or she is required to submit the authorisation form WITHOUT the full details of the credit card, afterwhich a telephone call will have to be set up for the full details needed for manual processing of payment (currency MYR with 3% fee)

Participants with Special Needs

It shall be the customer’s responsibility to disclose, prior to booking, to Sticky Rice Travel S/B of any physical or mental condition of a member of his or her party that may be relevant. Sticky Rice Travel S/B reserves the right to decline to provide the tour for a person where, in the opinion of the company, that the tour would be inconsistent with the special needs of that person. No liability shall attach to Sticky Rice Travel S/B for the provision of an unsuitable tour for any person where that person’s special needs have not been disclosed at the time of booking.

Passport, Visa & Immigration Requirements

It is the participant’s responsibility to fulfill the passport, visa and other immigration requirements applicable to his or her itinerary. Participants should confirm these with the relevant embassies and/or consulates and Sticky Rice Travel S/B does not accept any responsibility in the case of participant being unable to travel due to not complying with any such requirements.

Travel Insurance

Participant is strongly recommended to purchase a comprehensive personal travel insurance policy for the duration of the trip to cover against personal accident, loss of baggage, flight delays and/or cancellation, unexpected alterations to travel arrangements, act of God, emergency medical evacuation, infectious diseases, epidemics, terrorism etc.

Confidentiality

Sticky Rice Travel S/B will safeguard according to strict standards of security and confidentiality, any information on the participant. Sticky Rice Travel S/B limits the collection and use of the participant’s personal particulars/information to the minimum and for the sole purpose of completing the booking as well as facilitating the smooth delivery of services. Every effort shall be made to ensure the integrity of the participant’s personal particulars and confidential information entrusted to Sticky Rice Travel S/B are not compromised. Sticky Rice Travel S/B also undertakes not to divulge the participant’s personal information to any unauthorised 3rd party without prior written consent.

Sticky Rice Travel S/B offers a range of payment options via credit card and telegraphic transfers, in Malaysian Ringgit (MYR) and US Dollars (USD). They are listed below in their ease of payment for both participant and Sticky Rice Travel S/B and any credit card and/or bank transfer fees will be borne by participants.

  1. Secure online credit card payment gateway (currency MYR with 3% fee) – we use MOLpay, a leading payment gateway in Southeast Asia that allows secure credit card payment online. If you choose to pay this way, your Travel Consultant will send you a secure online payment link that will enable you to make a 1-time payment for your deposit and/or outstanding balance. A 3% fee will be added to your MYR invoice.
  2. Secure online money transfer service via Transferwise into our MYR or USD bank account in Malaysia (currency MYR or USD) – Transferwise is a UK-based money transfer service that is FCA regulated and offers a much lower commission fee compared to traditional bank currency transfer. In most cases, the money will be received by us in 1-2 business days and is currently the top choice for international money transfer.
  3. Bank telegraphic/wire transfer (currency MYR or USD) – Both our MYR and USD account are registered in Malaysia, and they are 2 separate accounts. If you opt to transfer money via the traditional bank telegraphic/wire transfer, please ensure that you follow the instructions on your invoice in detailed, for eg. our full bank account name is STICKY RICE TRAVEL SDN BHD – any discrepancy in bank details will cause the transfer to be rejected by our bank, resulting in additional transfer costs on your side. Once your have initiated payment, please notify your Travel Consultant by providing a copy of the telegraphic transfer slip so our Accounts Department will be able to track your payment when it shows up in our account. Typically, a traditional telegraphic transfer can take anywhere from 5-14 days to clear in our accounts.

    If you receive an invoice in MYR, please wire payment to the account below:
    Account Name : Sticky Rice Travel Sdn Bhd
    Account Number: 111 300 6183
    SWIFT/IBAN Code: UOVBMYKL
    Bank Name: United Overseas Bank Berhad
    Branch: Kota Kinabalu
    Bank Address: Bangunan UOB, 70 Jalan Gaya, 88000, Kota Kinabalu, Sabah, Malaysia

    If you receive an invoice in USD, please wire payment to the account below:
    Account Name : Sticky Rice Travel Sdn Bhd
    Account Number: 111 900 0748
    SWIFT/IBAN Code: UOVBMYKL
    Bank Name: United Overseas Bank Berhad
    Branch: Kota Kinabalu
    Bank Address: Bangunan UOB, 70 Jalan Gaya, 88000, Kota Kinabalu, Sabah, Malaysia

  4. Mail Order Telephone Order (MOTO) (currency MYR with 3% fee) If your preference is to pay by credit card but the 1st option MOLpay fails repeatedly, which can happen with credit cards from some countries, you can opt to go with paying remotely via your credit card. This option requires a completion of a 1-time Authorisation Form for Sticky Rice Travel S/B to manually charge a credit card remotely – this will be sent to you by our Sales Manager. When completing the 1-time authorisation form, you should submit the authorisation form WITHOUT the last 4 digit of your card number and CVV (3-digit on the back of your credit card), after which you are to set up a telephone call with our Sales Manager for the full details needed for manual processing of payment. A 3% fee will be added to your MYR invoice. When you pay via this option, please be rest assured that Sticky Rice Travel Sdn Bhd does not store your full credit card details at any time during or after the payment has been made. The 1-time Authorisation Form with incomplete credit card details is safeguarded by us until the cooling off period has past.

We require all travelers who will be traveling with us to sign our Waiver Form. This form is available for you to sign electronically. If you are traveling with a minor, you will be required to sign as a guardian on behalf of the minor. If you have further questions regarding our Waiver Form, please reach out to your Travel Consultant.

WHAT INFORMATION DO WE COLLECT ON THIS WEB SITE
If you wish to sends us a contact form, subscribe to our newsletter or download one of our resources, we collect basic information such as your name, email address and details regarding the type of travel you are interested in (contact form only). When you browse our website we do not collect any personally identifiable information during your session. We may collect information about the type of device you are using, geographic location, operating system and browser type, for system administration and in order to create reports. This statistical data about our users’ browsing actions helps us make this website more useful for the user and is collected by Google Analytics. Google Analytics collects information anonymously and reports website trends without identifying individual visitors. You can opt out of Google Analytics without affecting how you visit our site – for more information on opting out of being tracked by Google Analytics across all websites you use, visit this Google page.

EMAIL NEWSLETTER
Sticky Rice Travel writes a bi-monthly newsletter providing subscribers information that we consider useful or interesting to our readers about news from Borneo, new destinations and other information to keep you up-to-date with the company. We utilise the emailing platform Mailchimp to serve our newsletters, please see details for their privacy policy for contacts. If you wish to update your subscription details or unsubscribe from our mailing list you can do so by choosing the relevant links at the bottom of the newsletter email. You can also unsubscribe directly here.

DO WE SHARE YOUR INFORMATION?
For the purpose of booking accommodation with hotels and lodges we provide minimal information required by the respective property to secure bookings. This information includes, but not limited to client full name and passport details. Due to Malaysian tax regulations we are required to submit basic information about our guests to the tax department including name, passport number and trip itinerary. Sticky Rice Travel does not sell, rent, or trade your personal information, including addresses or email addresses, nor do we partner with or have special relationships with any ad serving companies. We reserve the right to release information to the appropriate authorities if we believe that such release is reasonably necessary to comply with the law or to protect the property or safety of Sticky Rice Travel, or any of its agents, employees, or users, or to protect the integrity of our website and data.

LINKED INTERNET SITES
Other internet sites which may be linked to this site may have privacy provisions that differ from this Privacy Statement. We encourage users to be aware of when they leave our site as Sticky Rice Travel has no control over and is not responsible for the privacy practices or content of other such sites.

PRIVACY STATEMENT AMENDMENTS
From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy policy. If our information practices change at some time in the future we will post the policy changes to our web site to notify you of these changes and provide you with the ability to opt out of these new uses. If you are concerned about how your information is used, you should check our website periodically. If you have any questions about our Private Policy please email us at email us.