Policies

Booking Conditions

We strive to make our policies clear and concise. Please read the following clauses carefully before placing a booking with us. If you do not agree with these terms or do not understand them, please contact us at www.skooba.co. Only place a booking if you agree with all these terms.

All bookings you make on this website are made between you (referred to as "you, customer, passenger, client, pax") and Skooba Asia (referred to as "we, us" in this contract). By booking a 'service' with us, you are considered to have agreed to the present Booking Conditions which are legally binding and your booking will be accepted by us on this basis.

All prices published on our website are final

  • All payments shall be made in Malaysian Ringgit (RM) or US Dollars (USD)

You are required to pay a minimum, non-refundable deposit per person for our tours and other services in order for your booking to be confirmed. The amount of this deposit varies according to the type of service (maximum 50%) but you are informed of this amount at all times. By agreeing to pay the required deposit, you and Skooba Asia agree to the following:

  • You agree that by paying the deposit, you are confirming your participation in the tour, trip, activity and/or service and that all deposits made will be non-refundable (see our Cancellations and Refunds policy).
  • We agree that by receiving a deposit payment from you, we are obliged to fulfil the tour, activity or service that you paid the deposit for, upon receipt of the applicable balance, unless the tour, activity or service is cancelled either by you or us according to our Cancellations and Refunds policy.

NOTE: No service/trip/tour can be confirmed without prior deposit payment. It is not possible to pay on the first day of the service/trip/tour. Do not consider your booking as "Confirmed" if no payment has been received by us before the departure date.

Balance must be paid in full no later than 30 days before departure. However, this can vary according which itinerary you pick so please check your specific trip itinerary on www.skooba.co.The method of payments accepted are:

  • FPX - a real time online payment gateway that facilitates interbank transfer of funds whenever customers make payment for their online Skooba Asia purchases
  • Credit card
  • Paypal

Some of our trips have a set departure date/price that is provided by us based on factors that make it necessary to do so for the convenience of our customers (e.g. season, weather, demand, etc.). These dates generally cannot be modified (unless customer opts for a 'private' departure). These trips can only depart as long as the minimum number of participants has been reached or if the client changed his/her booking to a flexible, private departure date.

In the unlikely event that you are booked for a fixed-date departure and we are not able to reach the minimum number of customers necessary making it impossible to run the trip/service, we will offer you an alternative date, private flexible departure or a refund if applicable. Dates are least flexible when forming groups of unrelated people in order to make up a group and make a departure/price viable. Customers might need to change their preferred dates if able, in order to join a larger group for the departure to become viable.

Most trips have a flexible departure date. The departure date may be requested by our customers or suggested by us, but the actual departure could take place on any given date of the year (except on selected national holidays which we will advise).

Dates are completely flexible when requested on a private-basis by our customers (e.g. customer selects his/her date of choice). Please be advised that in order to qualify for a flexible, private departure, customers must pay the corresponding amount according to their group size.

All services offered by Skooba Asia are on a private-basis by default, unless specifically requested otherwise by a customer. On a private trip, no third parties will be allowed to join the group and all transport, accommodation, guiding, etc. will be provided for the customers who requested such private service/trip/tour only (vehicles, hotel rooms, etc will be private except when otherwise stated on the service/trip/tour description page).

On the other hand, if you requested to book a "shared" service/trip/tour, you agree to share vehicles, boats, guides, restaurants, accommodation and other facilities with other customers and local people if applicable. Skooba Asia does not discriminate against personalities, nationalities, religion, sexual orientation, language, ethnic background or political views of any of the other participants if you choose to join a group. You do so by free will and at your own risk but we will naturally ensure at all times that a respectful and responsible relationship exists among all participants to the best of our ability.

For some of our tours and/or services, full payment is required at the time of booking. This is the case for most day trips and day tours. Upon receipt of total required payment, the tour and/or service has a status of CONFIRMED and you agree to the following:

  • You agree that by making full payment, you are confirming your participation in the tour, activity or service required and such payment is non-refundable (see our Cancellations and Refunds policy) and that in the case of a cancellation a written cancellation request must be received by Skooba Asia.
  • We agree that upon receipt of payment in full, we are obliged to fulfill the trip/service in a timely manner, unless we have to cancel for a valid reason in which case the service is considered "CANCELLED BY US" and a refund or credit may be applied according to our Cancellations and Refunds policy

Solo travelers are welcome to book all of our dives/tours/services or request tailor-made services. Solo travelers must be aware that most tours require a minimum number of customers booked in order to depart but they can also depart with a minimum of one person provided the person is willing to pay the respective price for one passenger.

Alternatively, solo travelers should try to encourage other people to join him/her given that prices are lower the more people in the group. We attempt to form groups in order to allow solo travelers to join an existing group or form a new one in order to make his/her payment lower but we cannot always guarantee this.

We may cancel a tour or service at any time prior to departure. A cancellation at any time prior to departure is possible if, due to social and political instability, terrorism, natural disasters, and other events beyond our control, it is not possible for us to operate the planned tour or service.
If we cancel a tour and/or service for reasons under OUR direct control, you have the ability to transfer the amount paid to a different departure date or receive a refund according to our Cancellations and Refunds policy.

In circumstances where the cancellation is due to events outside our reasonable control such as social conflict, political instability, terrorism, natural disasters, cancelled flights, road closures and other events beyond our control, refunds will not be offered (see Cancellations and Refunds policy). Skooba Asia is not responsible for any incidental expenses that you may have incurred as a result of your booking including but not limited to visas, vaccinations, travel insurance or non-refundable flights.

If you cancel some or your entire dive tour and/or service, your forfeit any deposits paid unless the cancellation was made within 24 hours of placing your booking and it is more than days stipulated on the trip plan / itinerary before departure (if booking was placed less than 30 days before departure, you have a window of 12 hours to cancel without any penalty). After 24 hours have passed, all deposits are non refundable under any circumstances. Please see our Cancellations and Refunds policy for details.

If you would like to switch from one tour to another or transfer your booking to a third party you must notify us at least 30 days prior to the proposed departure date but we cannot guarantee availability nor that we will able to honor your request (amendments are not possible for bookings made less than 30 days). There will be no switching or transfer fees so long as there is no change in the type of service or departure date and availability exists on a different date or group.

Transfers to a third party are only permitted where the transferee meets all the requirements in relation to the trip.

Should you have any complaint about any tour or service provided by us, you must notify us upon completion of the tour, trip or service. Address your complaints or claims to diving@skooba.co

All of our services/trips/tours are guaranteed to depart once they have one fully-paid traveler (private-basis, based on the applicable rate) unless minimum group size is specifically stated on the tour or service page/email (shared-basis). In cases where you may have made a deposit and we were not able to fill a tour with the minimum number of people (shared-basis), we reserve the right to cancel the tour at our own discretion and you will be communicated in due time, as well as receive a refund (if applicable) of your deposit according to our booking conditions.

Once we accept your booking you will be issued a confirmation invoice/ticket via email. A contract will exist between us from the date we issue this confirmation invoice/ticket. Please refer to your confirmation email for details regarding final payments (balance, etc.).

If you fail to show at the agreed place for a pre-booked trip, tour or service, there will be no refund of any deposit or payment that you might have made. See our Cancellations and Refunds policy for more details.

All credit card payments are processed by our secure payment processors FPX and PayPal. All major credit cards and certain debit cards are accepted. There are no additional fees to the prices we publish and/or confirm when you request a booking with us (except in cases when we specifically state otherwise). You do not need an account with PayPal in order to pay with your credit card, but you may be required to sign up for a new account depending on the country from where the booking is made. All payments are processed on a secure, external system and therefore, your payment information is not visible to us at any time; thus, we do not store your credit or debit card information in our servers as we never have access to it.

In order for us to confirm your tour or service you must provide all requested details at the time of booking. Necessary details may include all or some of the following: full name as per passport, date of birth, nationality, passport number, passport issue and expiry date and any pre-existing medical conditions you have which may affect your ability to complete your travel arrangements and dives. Your booking cannot be confirmed without provision of these details. We will not sell, reveal or make wrong use of your personal information according to our Privacy Policy.

All our tours and services include what is specifically stated on the product/service page, which typically is:

  • The services of a tour guide or group leader in our multi-day trips according to the package of your choice
  • All accommodation as listed in the What's included section of the tour page
  • All transport as listed in the What's included section of the tour page
  • Meals as listed in the What's included section of the tour page. Food is handled hygienically and it is our priority that you are satisfied with the limited resources available in some regions. Vegetarians/Vegans are welcome, we will do what we can to serve appropriate portions of vegetables and fruit in the menu based on our supplies

Anything not listed in the What's included section of the tour/service page is deemed to be under your responsibility including:

  • Airport transfers, taxes and excess baggage charges unless otherwise specified
  • Meals other than those specified in the What's included section of the tour page
  • Regular and alcoholic beverages other than those specified in the What's included section of the tour page
  • Travel insurance
  • Personal expenses and extra services or tours

Travel insurance is compulsory for all travelers taking a tour, trip and/or service with Skooba Asia which is provided as part of the package and included in the price. Our travel insurance coverage includes: Medical expenses, Emergency Repatriation, Air Evacuation, Search & Rescue Cost, Personal Accident, Travel Delay, death, medical expenses and emergency repatriation. For more information please refer to our Insurance Coverage Policy. It is vital that you provide the correct information required, including pre-existing conditions.

You acknowledge that the nature of our tours and services is adventurous and participation involves a degree of personal risk. You will be visiting places and taking part in activities where the physical and psychological challenges may be greater than those you may be used to on a regular basis.

It is your own responsibility to acquaint yourself with the social, language and political issues of our country and you acknowledge that your decision to take our tours and/or services is made taking into consideration this information and you accept that you are aware of the personal risks involving participation in these activities. By placing a booking with us, you explicitly agree to our Waiver Release of Responsibility which is legally binding.

You acknowledge that the nature of our tours and/or services requires considerable flexibility and you should allow for alternatives. It is understood that the itinerary provided for each tour and that the route, schedules, itineraries, amenities and mode of transport may be subject to alteration without prior notice due to local circumstances or events within or outside our control. Any changes will be notified in a prompt manner to you and will be done for the benefit of all the participants.

These Booking Conditions, Cancellations and Refunds policy as well as our Privacy Policy are governed by the laws and policies of the Malaysian Law and any legal disputes or claims are governed by the laws of this country.

Cancellation Policy

Please read the following clauses of our Cancellations and Refunds policy. By booking a dive / tour / service with us, you accept the following conditions:

Please note: As well as the below clauses, refunds also varies based on the dive holiday destination. Please refer to the specific itinerary for details.

Should the customer decide to cancel a tour or service, cancellation charges willapply. A written cancellation request must be sent to Skooba Asia in order for thecancellation to be effective.

When cancellations are requested by the customer(s), the customer understandsthat she will forfeit any monies paid in advance (see next clauses).When cancellations are due to illness, death, family bereavement and otherunavoidable circumstances Skooba Asia will be able to provide a letter for insuranceclaim purposes upon request but will not provide any direct refunds except incircumstances explained below (see next clauses).

All deposit payments made to Skooba Asia are non-refundable. We provide detailedinformation on our website and have a full-time team ready to answer any questionsor doubts you may have via our support system or email. Please check your plansand itineraries before placing a booking with us since no refunds for deposits will beprovided should you choose to cancel your booking.

If you have made a full payment in advance, we will do our best to issue a refund ifyour cancellation request was made according to specified days (on the itinerary) or more before the dive/tour/service date.

This refund will be calculated minus any unrecoverable costs such as payment to thirdparties or operational costs. If your request is made less than 30 days before thedeparture date, any refund that we may or may not issue will be under the discretionof Skooba Asia.

You acknowledge that refunds will take between [2 and 10 days] depending on thecompany that issues the credit card. You will receive a confirmation email when arefund has been issued

We may be forced to cancel part of or an entire tour, trip or service because offactors outside our control such as social unrest, extreme climate, natural disasters,political instability, terrorism and other factors beyond our control. No refunds will beoffered in these circumstances. PLEASE SEE YOUR INSURANCE FOR THIS.

We may cancel a tour or service at any time prior to departure. If we cancel a tourand/or service, you can transfer the amount paid to a different departure date orreceive a full refund unless the cancellation was made in circumstances where thecancellation is due to events outside our reasonable control (see previous clauseabove). Any refunds, if applicable, will be less any unrecoverable costs. Skooba Asiais not responsible for any incidental expenses that you may have incurred as a resultof your booking including but not limited to visas, vaccinations, travel insurance ornon-refundable flights, extra hotel nights, etc.

The itinerary may be changed without notice due to factors outside our direct control such as weather conditions. If we are forced to alter the itinerary in any way, it will be based on good judgment and necessary modifications for your own safety and comfort and you will be promptly notified. We never alter or skip attractions in the itinerary without explaining the reasoning behind any possible change and providing adequate proof that such change may be necessary. Therefore in this instance we will not be held liable for any loss, damage or inconvenience that you may feel arising from such changes made for your benefit.

If you fail to show at the agreed place for a pre-booked tour or service, there will beno refund of any deposit or payment that you have made.

If a customer abandons or decides to stop a service after it has began, there will beno refunds under any circumstances unless the abandonment was caused by eventscontrolled by Skooba Asia and its personnel such as guides, improper behaviour,unsafe conditions of the trip, illness or disease directly related to our services,improper handling of the group, overbooking caused by our personnel and othercircumstances under our direct control.

Privacy Policy

This Privacy Policy governs the manner in which Skooba Asia collects, uses, maintains and discloses information collected from users (each, a "User") of the www.skooba.co website ("Site"). This privacy policy applies to the Site and all products and services offered by Skooba Asia.

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, place an order, subscribe to the newsletter, respond to a survey, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

Our Site may use "cookies" to enhance User experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

Skooba Asia may collect and use Users personal information for the following purposes:

  • To improve customer service
    Information you provide helps us respond to your customer service requests and support needs more efficiently.

  • To personalize user experience
    We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.

  • To improve our Site
    We may use feedback you provide to improve our products and services.

  • To process payments
    We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.

  • To run a promotion, contest, survey or other Site feature
    To send Users information they agreed to receive about topics we think will be of interest to them.

  • To send periodic emails
    We may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or User may contact us via our Site.

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.

Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website's own terms and policies.

Skooba has the discretion to update this privacy policy at any time. When we do, we will post a notification on the main page of our Site. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

Email: diving@skooba.co

Address:
Skooba Asia Adventures SdnBhd
Common Ground, Level 17,
Nucleus Tower, No. 10, Jalan PJU 7/6,
MutiaraDamansara, 47820 Petaling Jaya,
Selangor, Malaysia.

This document was last updated on date 03 June 2019

Dive & Travel Insurance Policy