Refunds only when we
cancel the trip.
Every Tioman SpeedBoat ticket is non-refundable once paid. The single exception is when we cancel or close a sailing — for weather, mechanical or maritime-authority reasons. In that case you choose between a free reschedule, a travel credit, or a full refund.
1. Scope of this Policy
This Refund and Cancellation Policy applies to all bookings made with Tioman SpeedBoat Sdn. Bhd. (Co. No. 202501060135) through www.tiomanspeedboat.com, our jetty counter at Tanjung Gemok, or via WhatsApp/phone on 60198301228.
It should be read together with our Terms and Conditions of Carriage. Where the two documents differ, the Terms and Conditions of Carriage prevail.
2. The General Rule — Bookings are Non-Refundable
The only circumstance in which a refund may be issued is when Tioman SpeedBoat closes or cancels the sailing itself — see Section 4 below. Travel insurance covers the cancellations we cannot — we strongly recommend it for every booking.
3. Cancellation by the Passenger
We do not offer refunds for passenger-initiated cancellations at any notice period. Your two practical options are reschedule or forfeit.
| Scenario | Refund | What to do instead |
|---|---|---|
| Cancel any time before sailing | cancel0% | Reschedule to another date (subject to fee & availability) |
| No-show at boarding | cancel0% | Booking is forfeited |
| Late arrival (after boarding cut-off) | cancel0% | Booking is forfeited |
| Denied boarding (ID, conduct, fitness) | cancel0% | Booking is forfeited |
| Personal illness / change of plans | cancel0% | File a claim with your travel insurance |
4. Cancellation by Tioman SpeedBoat
When we close, divert, postpone, or cancel a sailing, the booking becomes refund-eligible. We may close a sailing for:
Sea state, swell, monsoon squalls, or wind speed beyond safe operating limits.
Vessel failure, dry-dock requirement, or unavailability of a back-up vessel.
Marine Department safety advisory, port closure, or regulatory order.
Other circumstances beyond our reasonable control (natural disaster, civil emergency).
4.1 Your three options
We carry you on the next available sailing on the same route at no additional charge, subject to seat availability.
Full fare value held as credit, valid for 90 days from the original sailing date. Use towards any future Tioman SpeedBoat booking.
100% of the fare returned to your original payment method — available only when we notify you 3 or more hours before the original departure time.
5. Monsoon Season Closure
Tioman SpeedBoat operations are suspended during the peak monsoon period — typically 1 November to 28 February — in line with the Malaysian Marine Department safety regulations.
We do not accept new bookings for sailings inside a confirmed monsoon-suspension window. If a booking you made earlier subsequently falls within an extended suspension and we are required to cancel, you are entitled to a full refund to your original payment method, processed within 14 working days.
6. How to Request a Refund
Refund requests are reviewed only where a sailing has been cancelled by us. If your sailing was cancelled, follow these steps within 7 days of the original sailing date.
Look for the cancellation notice we sent by email or WhatsApp, or check booking status at /manage. Passenger-initiated cancellations are not eligible for refund.
Tell us which option you would like — rebook, travel credit, or refund (if eligible by Section 4 timing).
Include: booking reference, full name as shown on the Itinerary, sailing date and route, and your preferred option (A rebook / B credit / C refund).
A confirmation email is sent immediately with your refund / credit reference. Refunds return to the original payment method — we cannot redirect to a different card, account, or person.
7. Refund Processing Time
Approved refunds are processed back to your original payment method within these timeframes. Actual posting depends on your bank or e-wallet provider.
| Payment method | Processing window |
|---|---|
| FPX online banking | schedule5 – 10 working days |
| Visa / Mastercard | schedule7 – 14 working days |
| Touch ‘n Go eWallet, GrabPay, Boost | bolt3 – 7 working days |
8. Strictly Non-Refundable Items
The following are strictly non-refundable under any circumstances, including where Section 4 (operator cancellation) applies:
- Marine park entry fees, jetty fees, and Malaysian government taxes — refundable only by the relevant authorities;
- Service charges and administrative fees;
- Booking fees charged by third-party agents or distribution platforms;
- Promotional or discounted fares marked as non-refundable at the time of booking;
- Add-ons supplied by third parties (insurance, transfers, accommodation).
9. Changes to Bookings
For changes to bookings (date, time, passenger details), refer to Section 5 of our Terms and Conditions of Carriage. Changes are subject to availability and may incur a change fee plus any fare difference. Route changes are not permitted, and name changes are not permitted once a booking is confirmed.
10. Disputes
If you are not satisfied with the outcome of a refund request, contact our Customer Service Team at hello@tiomanspeedboat.com. We aim to resolve all disputes within 14 working days.
If you remain dissatisfied, you may lodge a complaint with the Tribunal for Consumer Claims Malaysia (Tribunal Tuntutan Pengguna Malaysia) at www.ttpm.gov.my.
Frequently Asked Questions
Can I cancel my booking and get a refund? add
No. Bookings are non-refundable on the passenger side at any notice period. The only refund-eligible cancellations are those initiated by Tioman SpeedBoat — for weather, mechanical, regulatory, or other operational reasons.
What if I change my mind two weeks before sailing? add
The fare is still non-refundable. However, outside 48 hours of departure you can reschedule to another date on the same route, subject to a change fee and any fare difference. Inside 48 hours, no changes are permitted.
My sailing was cancelled because of bad weather. What are my options? add
You have three: (A) rebook on the next available sailing at no extra charge, (B) take the full fare as a 90-day travel credit, or (C) receive a full refund to your original payment method. Option C requires us to have notified you 3 or more hours before the original departure time.
The boat was cancelled at the jetty on the day of travel. Why no cash refund? add
Same-day cancellations within 3 hours of departure entitle you to rebook (Option A) or to a 90-day travel credit (Option B), but not to a cash refund. We make this trade-off so we can keep on-the-day operational decisions purely about safety, with no payment-window pressure.
I missed the boat because my taxi was late. Can I get a refund? add
No. Late arrival is treated as a no-show and the booking is forfeited. If you arrive ahead of the boarding cut-off (20 minutes before scheduled departure), we will board you. After that we cannot delay the sailing for a single passenger.
I am ill and cannot travel. Will you refund me? add
No. Personal illness is not a refund-eligible event under this policy. This is exactly the kind of risk that travel insurance is designed to cover — we strongly recommend it.
How long does the refund take to reach me? add
FPX: 5–10 working days. Visa/Mastercard: 7–14 working days, depending on your card issuer. E-wallet (Touch ‘n Go, GrabPay, Boost): 3–7 working days. The refund is returned to the original payment method only.
Are marine park fees and government taxes refundable? add
No. Marine park entry fees, jetty fees, and government taxes are collected on behalf of third-party authorities and are non-refundable through us. You may be able to claim them directly from the relevant authority.
How do I dispute a refund decision? add
Email hello@tiomanspeedboat.com with your booking reference and the details of your dispute. We respond within 14 working days. If you remain unsatisfied you may lodge a complaint with the Tribunal for Consumer Claims Malaysia (TTPM).
Can I transfer my ticket to a friend if I cannot travel? add
No. Once a booking is confirmed, the named passenger cannot be substituted. The Itinerary is valid only for the named passenger and the specific sailing indicated.
Need to contact us?
Manage your booking online 24/7, or reach our team on WhatsApp during operating hours (7:00 AM – 9:00 PM MYT). We typically reply in under 10 minutes.