Terms & Conditions

1. Definitions

In these Terms and Conditions:

• "Orivane," "we," "us," or "our" refers to the cultural tour operator based in Penang, Malaysia
• "You" or "Guest" refers to the individual booking or participating in our tours
• "Services" means the cultural heritage tours, experiences, and related services we provide
• "Agreement" means these Terms and Conditions together with your booking confirmation
• "Tour" includes walking tours, multi-day immersions, and cultural residency programs

2. Acceptance of Terms

By booking a tour or using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree, please do not book or participate in our services.

You must be at least 18 years of age to book tours independently. Minors may participate with parent or guardian consent and supervision.

3. Service Description

Orivane provides cultural heritage tourism experiences in Penang, Malaysia, including:

• Half-day walking tours of Georgetown UNESCO heritage sites
• Two-day heritage immersion experiences covering urban and rural Penang
• Five-day cultural residency programs with workshops and accommodations
• Custom tour arrangements by special request

All tour descriptions are provided in good faith but may be subject to modification based on weather, site availability, or unforeseen circumstances.

4. Booking and Reservations

4.1 Booking Process

To book a tour, you must:

• Submit a booking request through our website or by contacting us directly
• Provide accurate personal information including full name, contact details, and special requirements
• Pay the required deposit within 48 hours of booking confirmation

4.2 Booking Confirmation

Your booking is confirmed upon receipt of your deposit and our written confirmation via email. This email will include tour details, payment schedule, and meeting instructions.

4.3 Availability

Tours are subject to availability and minimum participant requirements. We reserve the right to cancel or reschedule tours if minimum numbers are not met, with full refund of payments made.

5. Payment Terms

5.1 Pricing

All prices are listed in Malaysian Ringgit (MYR) and include goods and services tax where applicable. Prices are subject to change without notice, but confirmed bookings will honor the price quoted at time of booking.

5.2 Payment Schedule

• Deposit: 30% of total tour cost due within 48 hours of booking
• Balance: Remaining 70% due 7 days before tour start date
• Last-minute bookings: Full payment required for bookings made less than 14 days before tour date

5.3 Payment Methods

We accept bank transfers, credit cards, and approved digital payment platforms. Payment processing fees may apply depending on the method selected.

6. Cancellation and Refund Policy

6.1 Guest Cancellations

• More than 14 days before tour: Full refund minus 10% administrative fee
• 7-14 days before tour: 50% refund of total payment
• Less than 7 days before tour: No refund
• No-show: No refund

6.2 Orivane Cancellations

If we cancel your tour due to insufficient participants, weather, or unforeseen circumstances, you will receive a full refund or the option to reschedule to another available date.

6.3 Rescheduling

Requests to reschedule must be made at least 14 days before the tour date and are subject to availability. One reschedule is permitted without penalty; subsequent changes incur a 10% administrative fee.

7. Guest Responsibilities

7.1 Conduct

You agree to:

• Arrive punctually at designated meeting points
• Follow guide instructions and cultural etiquette guidelines
• Respect local communities, sacred sites, and cultural practices
• Refrain from disruptive, dangerous, or illegal behavior
• Not hold Orivane liable for personal injuries resulting from your own actions

7.2 Health and Safety

You must disclose any medical conditions, mobility limitations, or dietary restrictions that may affect your participation. Walking tours involve several hours on foot; you should be in appropriate health to participate comfortably.

7.3 Photography and Recording

While photography is generally permitted, you must follow guide instructions regarding restrictions at sacred sites or private properties. You are responsible for obtaining consent before photographing individuals.

8. Our Responsibilities

Orivane commits to:

• Providing tours led by knowledgeable, trained guides
• Maintaining small group sizes (maximum 6 guests per tour)
• Ensuring reasonable safety precautions during all activities
• Delivering services as described in tour descriptions
• Respecting your privacy and handling personal data according to our Privacy Policy

9. Limitation of Liability

To the fullest extent permitted by Malaysian law:

• Orivane is not liable for delays, cancellations, or changes caused by force majeure events including natural disasters, political instability, or health emergencies
• Our liability for service defects is limited to the price paid for the affected tour
• We are not responsible for personal injury, illness, or property loss unless caused by our negligence
• We are not liable for actions of third-party service providers including accommodations, restaurants, or transportation

We strongly recommend purchasing comprehensive travel insurance covering cancellation, medical expenses, and personal liability.

10. Intellectual Property

All content on our website, tour materials, and promotional materials are protected by copyright and other intellectual property rights owned by Orivane or our licensors. You may not reproduce, distribute, or create derivative works without written permission.

Photos or videos taken during tours remain your property, but by participating you grant Orivane permission to use images featuring you in marketing materials unless you explicitly object in writing.

11. Privacy and Data Protection

Your personal information is collected, used, and protected according to our Privacy Policy, which is incorporated into these Terms by reference. Please review our Privacy Policy at Privacy Policy page.

12. Modifications to Tours

We reserve the right to modify tour itineraries, substitute venues, or change guides due to circumstances beyond our control. We will make reasonable efforts to provide comparable alternatives and notify you of significant changes as soon as possible.

13. Termination

We reserve the right to terminate your participation in a tour without refund if your behavior endangers other participants, violates local laws, or demonstrates serious disrespect for cultural norms or sacred sites. Our decision in such matters is final.

14. Dispute Resolution

14.1 Governing Law

These Terms are governed by the laws of Malaysia. Any disputes will be subject to the exclusive jurisdiction of Malaysian courts.

14.2 Complaint Process

If you have concerns during a tour, please raise them immediately with your guide. Post-tour complaints should be submitted in writing to [email protected] within 14 days of tour completion. We will respond within 30 days.

15. General Provisions

15.1 Entire Agreement

These Terms, together with your booking confirmation and our Privacy Policy, constitute the entire agreement between you and Orivane regarding tour services.

15.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

15.3 Waiver

Our failure to enforce any right or provision does not constitute a waiver of that right or provision.

15.4 Assignment

You may not transfer or assign your rights under these Terms without our written consent. We may assign our rights and obligations to a successor entity.

16. Changes to Terms

We may update these Terms periodically to reflect changes in our practices or legal requirements. Updated Terms will be posted on our website with a revised effective date. Your continued use of our services after changes constitutes acceptance of the new Terms.

17. Contact Information

For questions about these Terms and Conditions:

Email: [email protected]

Phone: +60 4-826 7491

Mail: Orivane, 28 Lebuh Farquhar, George Town, 10200 Penang, Malaysia

Office hours: Monday-Saturday 9:00 AM - 6:00 PM, Sunday 10:00 AM - 4:00 PM