Refund and Cancellation



Last updated:

11 December 2025


This policy outlines the terms for cancellations, refunds, rescheduling, and weather-related decisions for all hiking trips booked through JomHiking.com. All timelines refer to the scheduled trip date.


1.  Cancellation by Participant


Before You Cancel

All cancellation requests must be submitted in writing to support@jomhiking.com. Participant cancellations are limited. Once a booking is confirmed, your assigned MGP Guide reserves the date exclusively for your group, which may involve turning away other bookings.


Furthermore, permits, insurance, and logistics are processed immediately to secure your spot. For these reasons, a strict refund schedule applies. Refund eligibility is based on the notice period provided:


  • If you cancel 30 days or more before the trip, you will receive a 100% refund of the trip fee.
  • If you cancel between 14 – 29 days before the trip, you will receive a 50% refund of the trip fee.
  • If you cancel between 7 – 13 days before the trip, you will receive a 25% refund of the trip fee.
  • If you cancel less than 7 days before the trip, you will receive no refund.
  • No-shows and late arrivals are not eligible for any refund.


Non-Refundable Fees

The following fees are strictly non-refundable, regardless of cancellation date:

  • Forestry permit fees
  • Hiker’s Personal Accident (PA) insurance premiums
  • Management fees

These costs are paid immediately to third-party authorities and providers upon booking confirmation.


2.  Cancellation by JomHiking & Force Majeure

JomHiking may cancel a trip due to safety concerns, extreme weather, official instructions from authorities, or other force majeure events.


Full Cancellation by JomHiking

If JomHiking cancels the trip entirely before it begins:

  • A 100% refund will be issued, including all trip, permit, and insurance fees.


3.  Weather & Safety Policy (Guide’s Decision)

MGP Guides are trained to assess real-time trail conditions and your safety is our top priority.


Light Rain Policy

  • For light rain or brief drizzles, the hike will proceed with extra care. Please bring appropriate rain gear (e.g., poncho or jacket).


Severe Weather Policy

  • In case of severe weather (e.g., heavy rain, flooding, thunderstorms, strong winds), the MGP Guide may decide to cancel or turn back for safety reasons:


A. If the hike has already started:

  • The guide may stop and turn back due to unsafe conditions.
  • No refund will be issued, as guides, permits, and logistics have been fully utilized.


B. If the hike has NOT started (including cases where the guide has not yet arrived at the meeting point):

  • You may reschedule within 6 months, subject to availability and any applicable price adjustments.


4.  Mandatory Trail Closure (Forestry Department)

If authorities officially close the trail:

  • Participants may reschedule within 6 months, subject to availability and any applicable price adjustments. (No full refund is given because permits and insurance are still processed and paid to authorities.)


5.  MGP Guide Cancellation

If an assigned MGP Guide cancels the trip:

  • JomHiking will attempt to assign a replacement guide.
  • If no replacement is available, a 100% refund will be issued.


6.  On-Site Denial of Participation

No refund will be issued if a participant is denied participation on-site due to:
 

  • Failure to present the valid, government-issued photo identification (e.g., MyKad, passport) that matches the booking details.
  • Serious medical conditions (declared or undeclared) that pose a safety risk.
  • Being unfit, unprepared, or not meeting the hike’s stated requirements.
  • Disregarding safety instructions.
  • Arriving late beyond the stated cutoff time.


 The MGP Guide’s or JomHiking’s assessment in these matters is final.


7.  Refund Processing

  • Method: Refunds will be issued to the original payment method.
  • Timeline: 7 – 14 business days (processing times depend on your bank or card provider).
  • Currency: Refunds are processed in Malaysian Ringgit (RM).


8.  Limitation of Liability

JomHiking is not liable for any incidental expenses or consequential losses incurred due to a cancelled booking, including but not limited to: travel insurance, visas, non-refundable flights or tickets, car parking fees, loss of earnings, or loss of enjoyment.


  • JomHiking reserves the right to issue a full refund in lieu of the options above, at its sole discretion.
  • If a significant portion of the booked hike cannot be provided after departure, JomHiking will make reasonable alternative arrangements where possible.
  • If no suitable alternative can be provided or is reasonably rejected, JomHiking may provide a refund for unused services as it determines appropriate.


Disclaimer

This policy may be updated without prior notice. By completing a booking, the participant acknowledges and agrees to all terms stated above.