TERMS AND CONDITIONS – CANCELLATION & REFUND POLICY
Chalet Booking and Entrance Access to La Hot Spring
General Policy
This policy applies to all customers making chalet bookings or purchasing entrance tickets to La Hot Spring either online or over the counter.
Payment
• Users will be directed to the payment page via the payment gateway to complete the booking payment.
• Payment must be completed before a booking can be accepted and confirmed by the system.
• The total amount will be displayed beforehand for the user’s reference prior to proceeding with payment.
• Bookings are only confirmed once payment has been successfully received.
• Please retain your receipt as proof of payment.
• Successful payments made through this system for booking purposes are non-refundable, except under specific circumstances as agreed upon by the Besut District Council.
Chalet Bookings
Refundable Bookings
A refund may be issued under the following conditions:
• Cancellations must be notified at least 2 days (48 hours) prior to the check-in date.
• An administration fee of RM50 will be deducted from the total booking amount.
• Payment gateway service charges are non-refundable.
Non-Refundable Bookings
No refunds will be given in the following cases:
• Cancellations made within 2 days (48 hours) before the check-in date.
• Payments are final and non-refundable.
• This includes special promotions, discounted rates, or last-minute bookings as well as payment gateway charges.
• Requests to reschedule the booking date are allowed once only and must be made at least 2 days in advance. Rescheduling is subject to chalet and time slot availability.
No-Show
No refunds will be issued if a customer fails to show up on the booked date.
• This includes bookings under special promotions, discounted rates, or last-minute bookings, and payment gateway charges.
Entrance Access to La Hot Spring
Purchased tickets are non-transferable and non-refundable, except in the following situations:
• Closure of the pool by the management for safety reasons or due to adverse weather conditions.
• Official directive from authorities to suspend operations.
In such cases, customers will be offered:
• A rescheduled visit date at no additional charge.
Refund Requests on Special Grounds – Chalet Booking at La Hot Spring
Refund requests may be considered for the following reason:
• Cancellation of official programmes (for government agencies)
Document of Refund
Supporting documents are MANDATORY. All refund applications are subject to the discretion of the Besut District Council, and the Council reserves the right to reject any refund request.
Required documents must be emailed to [email protected] and cc to [email protected].
Required attachments:
1. Refund request letter from the original applicant
2. Copy of the applicant’s identity card
3. Copy of the latest bank account statement
Refund Method and Timeline
If a refund is approved:
• The amount will be credited back to the customer's bank account or card within 14 to 30 working days.
• Payment will be processed via bank transfer to the account submitted in the attachments.
• A RM50.00 service and administration charge will be deducted from the original payment amount.
Policy Amendments
La Hot Spring management reserves the right to amend this policy at any time without prior notice.
Cancellation by the Council
• The Council reserves the right to cancel chalet bookings or entrance access at any time without notice if the chalet is required for official government use.
• Requests to reschedule the booking date are allowed once only and must be made at least 3 days in advance of the new booking date. Rescheduling is subject to chalet and slot availability.
Contact Us
For any requests to access or correct your personal data, please contact us at:
Office: Besut District Council
Address: Majlis Daerah Besut, 22200 Besut, Terengganu Darul Iman
Official Name & Registration: Established on 1 January 1981 under the Local Government Act 1976 (Act 171)
Email: [email protected], [email protected]
Phone: Main Office: 09-695 6388
La Hot Spring Management: Puan Farha: +60 13-604 5967, Encik Nazrol: +60 13-976 5723
Important Note
By making a booking or purchasing a ticket, customers are deemed to have read, understood, and agreed to all the terms and conditions stated above.
Thank you for using our services.