Terms & Conditions

Last updated: 16 October 2026

These terms set out how we work together when you book a trip, a visa application, corporate ground services or medical travel with Travelliyo. By confirming a booking or asking us to start a visa application, you agree to them. Please read them, and ask us if anything is unclear.

1. About these terms
2. What we do, and what we don't
3. Quotes, bookings and payment
4. Changes, cancellations and refunds
5. Visa processing
6. Medical travel
7. Working with travel agencies
8. Your responsibilities
9. Our responsibility to you
10. This website
11. Complaints and disputes
12. General
13. Contact

1. About these terms

"Travelliyo", "we", "us" and "our" mean the Travelliyo travel team based in Kuala Lumpur, Malaysia. "You" means the person making the booking and everyone travelling under it. The person who books confirms that they have authority to accept these terms on behalf of the whole party.

These terms apply together with our Privacy Policy and any written confirmation we send you for a specific trip. If a written confirmation says something different from these terms, the confirmation applies to that trip.

2. What we do, and what we don't

We plan and arrange travel. For most parts of your trip (flights, hotels, transport, activities, insurance, hospital treatment) we act as an agent that books services supplied by third parties. Each of those suppliers has its own terms, and those terms apply to the service they provide. We will tell you about any supplier conditions that matter, such as non-refundable fares or hotel check-in rules, before you confirm.

Services we deliver ourselves, such as airport reception, in-person guiding, trip coordination and visa document preparation, are provided directly by Travelliyo under these terms.

We are not an airline, hotel, hospital, insurer or government body, and we cannot control their decisions.

3. Quotes, bookings and payment

• Quotes are estimates based on prices available at the time. Flight fares, hotel rates and exchange rates change daily, so a quote is only guaranteed once we have received payment and confirmed the booking with the supplier.
• Quotes are valid for 7 days unless we say otherwise.
• You approve each step. We will not pay a supplier on your behalf until you have approved that item and paid for it, so you always know what you are committing to.
• Payment is by bank transfer or another method we agree with you in writing. A booking is confirmed when we have received cleared funds and sent you a written confirmation (usually on WhatsApp or email).
• Deposits. Some trips need a deposit to hold hotels or group transport. We will tell you the amount and whether it is refundable before you pay.
• Our service fee is stated separately in your quote. There are no hidden charges.
• Payment to official channels only. Only pay to the account details we give you in writing from our official contacts. We are not responsible for payments made to anyone else.

4. Changes, cancellations and refunds

If you change or cancel

• Tell us in writing as soon as possible. Changes take effect from the date we receive your message.
• Supplier charges apply as set out in that supplier's terms. Many airfares and promotional hotel rates are non-refundable, and we will have told you this before you confirmed.
• Our service fee covers the planning and coordination work already done and is non-refundable once a booking is confirmed, unless we agree otherwise in writing.
• We pass on any refund we receive from a supplier within 14 days of receiving it, less bank charges. Supplier refunds can take several weeks.

If a supplier changes or cancels

If an airline, hotel or other supplier changes or cancels a service, we will tell you as soon as we know and offer the best alternative available. Any refund depends on the supplier's policy. We will help you claim it.

If we have to cancel

In the rare case that we cannot deliver a service we provide ourselves, we will refund what you have paid us for that service in full. Our liability is limited as described in section 9.

Events outside anyone's control

Neither you nor we are responsible for failures caused by events beyond reasonable control, such as natural disasters, severe weather, epidemics, strikes, civil unrest, airport or border closures, or government travel restrictions. In those situations we will do our best to rebook or recover costs, but refunds depend on what suppliers return to us.

5. Visa processing

• We prepare, check and submit. We advise you on requirements, review your documents, prepare the application and submit it to the embassy, high commission or authorised visa centre. We may also arrange appointments where needed.
• The decision is not ours. Visas are granted or refused by the relevant government. We cannot guarantee approval, processing time or the validity period granted, and we will never claim to.
• Fees are non-refundable once an application is submitted, whatever the outcome. Government fees are set by the authority and are not refundable by us. Our service fee covers the work of preparing the application.
• Accuracy is your responsibility. You must give us complete, truthful and genuine documents and information. We will check for errors, but we rely on what you provide. If an application is refused because of inaccurate or missing information from you, we are not liable.
• No false documents. We will refuse or stop any application that involves forged, altered or misleading documents, with no refund of our fee, and we may report it where the law requires.
• Timing. Processing times we quote are based on current experience and the authority's published guidance. They can change without notice. Do not book non-refundable travel until your visa is granted unless you accept that risk.
• Entry is not guaranteed. A visa allows you to travel to the border. Entry is decided by immigration officers on arrival.

6. Medical travel

• We are not a healthcare provider. We arrange the practical side of a medical trip: hospital and doctor appointments, medical visa paperwork, airport pickup, accommodation near the hospital, transport and in-person support.
• We do not give medical advice. Any information we share about hospitals, doctors, procedures or costs is for your general guidance and comes from the providers themselves. Decisions about diagnosis and treatment are between you and your doctors.
• The hospital's terms govern treatment. Medical fees are set and charged by the hospital or clinic. Cost estimates may change once doctors examine you. Treatment outcomes are the responsibility of the healthcare provider, not Travelliyo.
• Your health information is handled as described in our Privacy Policy and shared only with the providers involved in your care.
• Fitness to travel. Please check with your doctor that you are fit to fly and travel. Tell us about any needs, such as wheelchair assistance, so we can arrange them.

7. Working with travel agencies

When a travel agency engages us as its ground partner for a corporate or group tour:

• The agency remains responsible for its own client relationship, contract and payments from the client.
• We deliver the agreed on-the-ground services (reception, transfers, hotels, venues, guides, meals and coordination) under the agency's brand if requested.
• Scope, pricing, payment schedule and cancellation terms for each group are set out in a written agreement or confirmation between the agency and Travelliyo. Where that agreement is silent, these terms apply.
• The agency confirms that it has the right to share travellers' personal information with us and has told them how it will be used.

8. Your responsibilities

• Passports and documents. Make sure every traveller has a passport valid for at least 6 months beyond the return date, with enough blank pages, and carries the visas, permits and vaccination certificates required for every country visited or transited.
• Correct details. Names on bookings must match passports exactly. Changes to names after booking may cost money or be impossible.
• Travel insurance. We strongly recommend comprehensive travel insurance covering medical costs, cancellation and baggage. We can suggest options but the choice is yours.
• Health. Tell us about any medical conditions, dietary requirements or mobility needs that could affect your trip so we can plan around them.
• Be on time. Arrive at airports, pickups and appointments at the times we confirm. Missed services due to lateness are not refundable.
• Behave respectfully. Follow local laws and customs and treat our team, suppliers and other travellers with respect. We may end our services without refund if behaviour puts anyone at risk or breaks the law.
• Stay in touch. Keep your phone reachable on WhatsApp during the trip so we can update you.

9. Our responsibility to you

We will carry out the services we provide ourselves with reasonable care and skill, and we will choose suppliers carefully. We are not liable for:

• Acts, omissions, delays or failures of airlines, hotels, transport companies, hospitals, insurers, visa authorities or other third parties.
• Visa refusals, delays or entry refusals by immigration authorities.
• Loss, injury or damage caused by events outside our reasonable control.
• Indirect losses such as lost income, missed connections you booked separately, or loss of enjoyment.
• Anything caused by your own actions, including inaccurate information, late arrival or breach of these terms.

Where we are liable, our total liability for a booking is limited to the service fees you paid to Travelliyo for that booking. Nothing in these terms excludes liability that cannot be excluded by law, including for death or personal injury caused by our negligence.

10. This website

• Content on this website is for general information. Prices, availability and visa requirements change, so always confirm details with us before relying on them.
• Statistics such as the number of visas processed are updated periodically and are indicative.
• Text, photography, video and design on this site belong to Travelliyo or our licensors. Please do not reuse them without permission.
• Links to social media platforms and other third-party sites are provided for convenience. We are not responsible for their content or practices.
• We try to keep the site available and error-free but cannot guarantee it.

11. Complaints and disputes

If something goes wrong during your trip, tell your Travelliyo contact immediately so we can fix it on the spot. If you remain unhappy, send us the details in writing within 28 days of returning home, and we will respond within 14 days. We would much rather resolve things directly, and in our experience most issues are solved with a conversation.

12. General

• Governing law. These terms are governed by the laws of Malaysia. The courts of Malaysia have jurisdiction, without preventing you from relying on mandatory consumer protections in your home country.
• Changes to these terms. We may update these terms from time to time. The version in force when you confirm a booking applies to that booking. The date at the top shows the current version.
• Severability. If any part of these terms is found invalid, the rest continues to apply.
• Whole agreement. These terms, our Privacy Policy and your written confirmation make up the entire agreement between you and Travelliyo for your booking.
• Language. We are happy to explain these terms in Bangla. If there is any inconsistency between a translation and this English version, the English version applies.

13. Contact

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