Terms & Conditions


  • Upon successful booking, we will request for a 50% deposit of the full amount. Bookings will only be confirmed upon successful deposit transaction (for certain tours and hotel bookings, a higher deposit may be required).
  • Full payment is required for flight ticket purchases.
  • Full payment must be made 30 days before arrival. We will also require full payment for bookings made within 60 days of arrival.
  • Rustic Borneo Travel reserves the right to stop or terminate any unpaid tours.
  • Payments can be made through bank transfer og credit card (Master & Visa). Any bank charges and fees from your bank is not inclusive.
  • We accept payments in following currencies: MYR, EUR, USD, GBP & AUD



Rustic Borneo Travel must be notified by email or a written notice if any cancellation, early departure, changes or reduction in confirmed reservation. The following charges will apply:

  • 30 days or more (50% or the deposit paid)
  • Less than 29 days or No Show (100% of tour cost)

For certain 3rd party services other terms & conditions might apply.



We will try our best to fulfill special requests for meals, tours accommodations etc. However, such special requests are strictly subject to confirmation and availability.



Items not included in the pricing are generally not described in the itinerary and not included without limitation: airfares and airport taxes of any nature, both domestic and international; excess baggage charges as imposed by airlines; forwarding of baggage and purchases; passport and visa cost; camera charges; emergency evacuation charges, medical charges for inoculations; room service; all items of personal nature such as medicine, laundry, postage, beverages, photography charges and other personal effects and belongings like clothing, camera; meals not included in itinerary; alcoholic drinks; and telephone/cable/fax/internet charges; baggage, trip cancellation and personal insurance; souvenirs and gratuities to or tips for tour guides, tour leaders, drivers, hotel porters, etc.



For airport transfers, please provide the arrival/departure flight details at the time of reservation. Transfer arrangements will not be provided for bookings with missing or inaccurate arrival/departure information and there will be no refund for non-utilized services.

Our driver or representative will meet and greet you at the airport arrival hall (unless otherwise stated) with a placard bearing your good name. Should you be unable to locate our representative or the appointed meeting place, please call the relevant telephone number stated on the voucher before making alternative arrangements.

For all land transfers, the ground operator will make the arrangement in advance. Should you need to change the pick up time, please inform the ground operator at least 24 hours prior to your departure. Change requests are subject to seat availability.



Unless otherwise specified, tours are conducted in English and provided in air-conditioned tourist coach, minibus or van, depending on group size. Other language-speaking guides are available upon request. Please be mindful of your belongings as we will not be responsible or liable for any articles left behind or lost in the vehicles.

Pickup times from hotels are approximate and may be subject to traffic conditions. Should the transfer be delayed, please call the relevant telephone number as stated on the voucher before making alternative arrangements. We reserves the right to alter routes, timetables, itineraries and accommodation reserved at short or no notice should the conditions, beyond our control, render it necessary.

Should the customers decide not to accept the alternatives, full refund of the amount paid by the guest will be made without further obligation or liability.



As a standard practice, we purchase flight tickets in the lowest price category in order to provide you with the most economical price. Normally, this also means that flight tickets are 100% non-refundable. Therefore, name changes, date and re-timings are also not allowed. It is your responsibility to ensure details such as names and dates are correct.



All passports and visas must be valid for at least six (6) months from the date of entry into the country of destination. It is your sole responsibility to ensure that you have proper travel documentation with you at all times. We will not be liable for any expenses, reimbursements or refunds of any tour fare in the event that you are refused entry into the destination country for any reason whatsoever.



You are strongly recommended to purchase a comprehensive personal travel insurance policy for the duration of the trip; to cover against Personal Accident, Loss of baggage, Delays, Unexpected alterations to travel arrangements, Cancellation, Act of God, Emergency Medical Evacuation, Infectious diseases, Epidemics, Terrorism etc. You must be in general good health in order to enjoy the tour.



We shall be exempted from liability for loss, injury or damage to property or personal accidents, delays, irregularities or occurrences that are beyond our control. Every person participating in any tour organized by us shall be regarded as carrying his own risk, with respect to loss or injury to the person or property.



We shall not be liable where the contract is affected by ‘force majeure’. In the context of these terms and conditions, ‘force majeure’ is any event that is beyond the reasonable control of the Company or which are unavoidable by the exercise of due diligence on the Company’s part, including but not limited to war, threat of war, riot, civil commotion or strife, hostilities, industrial dispute, natural disaster, fire, acts of God, terrorist activity, nuclear disaster, adverse weather, government action or technical problems with the transportation.



It is possible that due to inclement weather or any other unforeseen circumstances that itinerary or routings could be changed.  Should such thing occur, arrangements of the similar standard will be substituted.  However, refunds are not applicable in such event.

We reserve the right to make changes to travel arrangements at any time without compensation. All prices quoted on the website are correct at the time of publication and are subject to change without notice in the event of unforeseen circumstances such as currency fluctuations, increase in transport costs, hotel rates, government tax etc.



We will safeguard, according to strict standards of security and confidentiality, any of your personal information. We will limit collection and use of your personal particulars/information to a minimum for the sole purpose of completing the transaction, as well as facilitating the smooth delivery of services.

Every effort will be made on our part to ensure that the integrity of your personal particulars and confidential information are not compromised. We also will not divulge your personal information to any unauthorized third party without prior written consent.



Beginning August 2018, an additional surcharge of RM10 will be added into your tour package as a community & social responsibility (CSR) donation. The additional RM10 will go into our CSR project fund, which will be organized by Rustic Borneo Travel every six months (starting January 2019).

Guests will be updated on the progress of our CSR projects in our monthly newsletter. As a tour operator, we strive to ensure that Sabah is a great place to live in for the locals, as much as it is a great place to visit for our guests.



Any comments regarding complaint/claims should be lodged in writing with supporting documentation to us within seven (7) days from date tour completion.

Any business transaction with Rustic Borneo Travel Sdn Bhd shall be governed by and construed in accordance to the laws of Malaysia and the Malaysian courts hall have exclusive jurisdiction to determine any disputes which may arise out of, under, or in connection with this agreement.

Payments – Bank transfer

We recommend payments to be made via transfer from your bank to our bank.


Oversea bank acounts

For your convenience we have accounts in USA, Europe, UK, Australia and Malaysia.

Payment options will be specified in your invoice.


Our Malaysia Bank Details are:

Bank: OCBC Bank (Malaysia) Berhad

Name of account: Rustic Borneo Travel Sdn Bhd

Kindly make sure you use the full style company name “Rustic Borneo Travel Sdn Bhd” – if not the payment will be rejected by our bank.


MYR Account: 7651159846

USD Account: 7651160135

EUR Account: 7651160143

AUD Account: 7651160151

If other currency than mentioned above please use MYR account.

Bank address: 


Jalan Pantai 21 & 23

88000 Kota Kinabalu

Sabah, Malaysia


OCBC Bank Logo

Payments – Credit Card


Credit Card

We accept major credit cards such as Visa and Master Card.


Debit Card

We cannot guaranty that you can use your debit card. Some cards are rejected and some can be processed.


How you pay by Credit Card

Details will be available in your invoice.


Secure Payments
To handle our credit card transactions we use TransferWise & PayPal. They are recognized as being the most secure credit card processing partners in the market, using industry-leading technology (such as SSL) to keep your information safe.

transferwise logo


Secure Payments

Emergency Telephone Numbers


Malaysia Emergency Response Service (MERS) 999

Police / Ambulance / Fire department dial 999 from landline or 112 from Mobile phone


Foreign Embassies and Missions

Visit website of the website Foreign Affairs of Malaysia 


Rustic Borneo Travel

Hotline +60 166569432

999 emergency number malaysia