Effective date: July 2026 · Document AGH/S&M/POLISI/001/2026 (Revision 2)

Booking Terms & Conditions

All bookings made with AG Holiday Sdn. Bhd. are subject to these Terms and Conditions. By making a booking, the Customer agrees to abide by all terms and conditions listed on this page. All prices are displayed in Malaysian Ringgit (RM).

Booking Confirmation

A booking is only considered valid and confirmed after the customer pays the deposit or the full payment as set by AG Holiday Sdn. Bhd.
Bookings made through WhatsApp, telephone, social media or walk-in are not confirmed until payment has been received and an official receipt or booking confirmation has been issued by the company.
The following details are required before a booking is confirmed: full name of the customer / group leader, identity card number, telephone number, e-mail, address, travel / activity date, number of adults and children, package type, number of ATV units (if applicable), participant details, proof of payment, and any special needs (senior citizens, young children, pregnant mothers, health conditions).

Booking Deposit

To confirm a booking, the customer must pay a deposit or full payment as follows:

Booking type	Payment required
Boat services	20% of the total booking
Land accommodation package / combo	20% of the total booking
Island accommodation package	50% of the total booking
ATV booking, 4 units and above	30% deposit of the total booking
ATV booking, 3 units and below	Full payment
Last-minute booking (72 hours or less before)	Full payment
Other products	Full payment

Note: The booking deposit is used to lock the slot, seat, boat, boatman, guide, meals, tickets, ATV units and operational preparation. Therefore, the deposit is not fully refunded if the cancellation is made by the customer.

Balance Payment

The balance must be paid no later than:

Booking type	Balance payment deadline
Boat services	3 days before the travel date
Land accommodation package / combo	3 days before the travel date
Island accommodation package	7 days before the check-in / travel / activity date
ATV booking, 4 units and above	7 days before the check-in / travel / activity date

If the balance is not received within the stated period, AG Holiday Sdn. Bhd. reserves the right to release the booking slot without any claim from the customer.

Contact Information

For any enquiries or clarifications, feel free to reach out through the following channels:

Email: sales@agholiday.my
Phone: 019-496 1929 / 019-240 3929
Office Address:
Lot 4068, Kg Bukit Chalok, Jalan Penarik,
Permaisuri, 22120 Setiu,
Terengganu Darul Iman, Malaysia

Changes to Terms and Conditions

The terms and conditions outlined herein are subject to change at the discretion of AG Holiday Sdn. Bhd. Any modifications will be reflected on our official website. We recommend reviewing the terms and conditions regularly to stay informed about any updates.

Date Change / Booking Amendment Policy

The customer may request an amendment of package, combo or date, subject to slot availability, boat capacity, accommodation, ATV unit availability, guides and operations.

Amendment request period	Status
14 days or more before the trip / activity	The first amendment is allowed without an administrative charge, subject to availability
7 – 13 days before the trip / activity	Allowed with an administrative charge
4 – 6 days before the trip / activity	Subject to operational approval
72 hours or less	Not allowed

The customer will be charged an administrative fee of RM25 for each booking amendment.
A date change is only valid after it has been confirmed in writing by AG Holiday Sdn. Bhd.
Any change (number of pax, participant names, date, package type, number of ATV units or activity schedule) must be requested through https://operations.agbook.my/modifications/request

Package / Combo Amendment

The customer must pay an additional amount if the amended package is higher than the original booking. If the amended package is lower than the original booking, the deposit balance will be carried forward.

Cancellations & Refunds Policy

Cancellation by the Customer

Applies to Daytrip Snorkeling Pulau Redang, Charter boat, Setiu Wetland, Nemo package, Quick & Easy, combo bookings, ATV services and other AG Holiday Sdn. Bhd. packages.

Cancellation period before the travel date	Refund
14 days or more	Refund of 80% of the total booking amount. The deposit is not refunded.
7 – 13 days	Refund of 50% of the total booking amount. The deposit is not refunded.
4 – 6 days	Refund of 30% of the total booking amount. The deposit is not refunded.
72 hours or less	No refund
No-show	No refund

For ATV bookings cancelled by the customer, no refund will be processed for customers who made full payment.

Cancellation Due to Weather, Safety or Authority Instructions (Force Majeure)

Customer safety is the main priority of AG Holiday Sdn. Bhd. A trip or activity may be cancelled by AG Holiday due to bad weather, unsafe sea conditions, unsafe activity routes, safety warnings, instructions from the authorities, closure of the activity area, technical faults affecting safety, or force majeure beyond the company’s control.

The following options may be offered to the customer:

Change of travel / activity date, subject to availability.
Credit wallet for use on a future date.
Partial refund after deducting costs already paid to third parties.
Full refund if the cancellation is caused entirely by AG Holiday Sdn. Bhd. and no alternative service is provided.

Some payments may not be refundable if they have been paid or booked with third parties, such as marine park tickets, jetty access fees, food and drinks already ordered, accommodation, land transport, payment gateway charges, permits / entry fees, special rental costs, group booking preparation costs, external vendor costs and ATV activity preparation costs. Any refund will take into account costs that have been used or cannot be reclaimed from third parties.

Late Arrival / No-Show

Pulau Redang / Setiu Wetland trips: arrive at least 30 – 45 minutes before departure time for check-in, jetty access payment, wristband distribution, safety briefing and boat arrangement.
ATV activities: arrive 30 minutes before the confirmed slot time for registration, safety briefing, basic checks and activity arrangement.
If the customer is late until the boat has departed, the activity slot is missed, or operations cannot proceed as scheduled, the booking will be treated as a no-show and no refund will be given.

Reduction of Pax / Units

Any reduction in the number of pax or ATV units must be notified early in writing.

Notice period	Policy
14 days or more	May be reviewed, subject to the package
7 – 13 days	Subject to the agreed costs
6 days or less	Confirmed pax / units are still charged
Travel day / activity day	No refund

For group bookings, the minimum number of pax charged is subject to boat capacity, the selected package or the agreed quotation.

Refund Procedure

Refund requests must be made in writing through the official channels of AG Holiday Sdn. Bhd., for example the refund request form.
Required details: customer name, booking / invoice number, travel / activity date, reason for cancellation, proof of payment, bank account holder name, bank account number and bank name.
Refunds will be processed within 7 working days after a complete request is received and approved by management.
Refunds will only be made to the account of the customer / group representative who made the booking, unless written permission is given.

Credit Wallet

AG Holiday Sdn. Bhd. may offer a credit wallet as an alternative to a refund:

Valid for 6 months from the date of the booking change request.
May be used for a new date, subject to availability.
Cannot be exchanged for cash once agreed.
May be transferred to family members / friends with the approval of AG Holiday Sdn. Bhd.
Subject to any difference in the current package price.

For ATV bookings, a credit wallet will only be considered if the activity cannot proceed due to safety, weather, route conditions, technical faults or a decision by AG Holiday Sdn. Bhd. A credit wallet is not necessarily given for cancellations made by the customer.

Other Refunds

In the specific circumstances listed below, the amount paid can be refunded:

Customer’s bank account being debited multiple times or an amount that is different from the amount shown in the invoice received by the customer due to technical error. In such cases, the excess amount paid would be refunded to the customer.
Duplicate bookings due to unsuccessful payment on the first attempt. In such cases, the duplicate booking will be cancelled by AG Holiday Sdn Bhd and any duplicate payment will be refunded to the customer.

Early Bird Promotions Terms & Conditions

Booking Period:
- This promotion is valid for reservations made between November 15 2025, and February 28, 2026.
Travel Period:
- This promotion is applicable for selected dates between March 1, 2026 and October 31, 2026.
- Please refer to the calendar on the booking page for available dates.
Payment Terms:
- A pre-payment of RM 20 per person (pax) is required upon placing the booking.
- Full payment required at least 24 hours before the scheduled trip.
Availability and Limits:
- This promotion is subject to seat availability, with a total limit of 2000 seats.
- No additional passengers may be added once the booking is confirmed. The customer need to place another booking in case of passenger addition.
Pricing:
- Price per pax is RM 125 for adult, and RM 105 for child and senior guest.
- Adult is defined as any person aged between 11 and 59 years old.
- Child is defined as any person aged between 2 and 10 years old.
- Infant between 0 to 2 years old are not charged.
Rescheduling and cancellations:
- Any rescheduling, cancellations and refunds are subject to the standard policies, unless in conflict with promotion-specific terms & conditions.
- For rescheduling to weekends/public holidays, the booking will be converted into normal booking, and the prices will be adjusted accordingly, subject to availability.
- No refund for any booking cancellation made by the customer for this promotion.
- AG Holiday Sdn Bhd reserves the right to reschedule the trip at any time without prior notification.
Force Majeure:
- In the event that performance of this agreement is delayed or prevented by any cause reasonably beyond AG Holiday Sdn. Bhd.’s control, including without limitations, any acts or orders of government authorities; fire, bad weather, flood or explosion, breakdown of the vessel; necessary and essential maintenance; arrest or seizure and legal process; strike or other restraint of labor from whatever cause, AG Holiday Sdn. Bhd. shall be discharged of its obligation to provide rental or other services.
- In the event of cancellation due to force majeure, affected customers may be offered the option to reschedule or receive a voucher, subject to company discretion and resource availability.
- AG Holiday Sdn Bhd will not be held liable for additional costs or losses incurred by customers due to force majeure events.
Terms Amendment:
- AG Holiday Sdn Bhd reserves the right to amend these terms & conditions without prior notice.

Early Bird Promotions Terms & Conditions

Booking Period:
- This promotion is valid for reservations made between January 1 2025, and February 28, 2025.
Travel Period:
- This promotion is applicable for selected dates between February 10, 2025 and October 31, 2025.
- Please refer to the calendar on the booking page for available dates.
Payment Terms:
- A pre-payment of RM 10 per person (pax) is required upon placing the booking
- Full payment required at least 24 hours before the scheduled trip.
Availability and Limits:
- This promotion is subject to seat availability, capped at 60 seats daily, with a total limit of 3400 seats.
- No additional passengers may be added once the booking is confirmed. The customer need to place another booking in case of passenger addition.
Pricing:
- Price per pax is RM 119 for adult, and RM 99 for child and senior guest.
Rescheduling and cancellations:
- Any rescheduling, cancellations and refunds are subject to the standard policies, unless in conflict with promotion-specific terms & conditions.
- No refund for any booking cancellation made by the customer for this promotion.
- AG Holiday Sdn Bhd reserves the right to reschedule the trip at any time without prior notification.
Force Majeure:
- In the event that performance of this agreement is delayed or prevented by any cause reasonably beyond AG Holiday Sdn. Bhd.’s control, including without limitations, any acts or orders of government authorities; fire, bad weather, flood or explosion, breakdown of the vessel; necessary and essential maintenance; arrest or seizure and legal process; strike or other restraint of labor from whatever cause, AG Holiday Sdn. Bhd. shall be discharged of its obligation to provide rental or other services.
- In the event of cancellation due to force majeure, affected customers may be offered the option to reschedule or receive a voucher, subject to company discretion and resource availability.
- AG Holiday Sdn Bhd will not be held liable for additional costs or losses incurred by customers due to force majeure events.
Terms Amendment:
- AG Holiday Sdn Bhd reserves the right to amend these terms & conditions without prior notice.

Early Bird Promotions Terms & Conditions

Booking Period:
- This promotion is valid for reservations made between November 11, 2023, and January 31, 2024.
Travel Period:
- This promotion is applicable for selected dates between February 15, 2024 and October 31, 2024.
- Please refer to the calendar on the booking page for available dates.
Payment Terms:
- A pre-payment of RM 10 per person (pax) is required upon placing the booking
- Full payment required at least 24 hours before the scheduled trip.
Availability and Limits:
- This promotion is subject to seat availability, capped at 70 seats daily, with a total limit of 1200 seats.
- No additional passengers may be added once the booking is confirmed. The customer need to place another booking in case of passenger addition.
Pricing:
- Weekday price is RM 109 for adult, and RM 89 for child and senior guest.
- Weekend price is RM 115 for adult, and RM 95 for child and senior guest.
Rescheduling and cancellations:
- For any rescheduling from weekday to weekend, the difference in price will be borne by the customer.
- No refund on the price difference for rescheduling from weekend to weekday.
- Any rescheduling, cancellations and refunds are subject to the standard policies, unless in conflict with promotion-specific terms & conditions.
- No refund for any booking cancellation made by the customer for this promotion.
- AG Holiday Sdn Bhd reserves the right to reschedule the trip at any time without prior notification.
Force Majeure:
- In the event that performance of this agreement is delayed or prevented by any cause reasonably beyond AG Holiday Sdn. Bhd.’s control, including without limitations, any acts or orders of government authorities; fire, bad weather, flood or explosion, breakdown of the vessel; necessary and essential maintenance; arrest or seizure and legal process; strike or other restraint of labor from whatever cause, AG Holiday Sdn. Bhd. shall be discharged of its obligation to provide rental or other services.
- In the event of cancellation due to force majeure, affected customers may be offered the option to reschedule or receive a voucher, subject to company discretion and resource availability.
- AG Holiday Sdn Bhd will not be held liable for additional costs or losses incurred by customers due to force majeure events.
Terms Amendment:
- AG Holiday Sdn Bhd reserves the right to amend these terms & conditions without prior notice.

Privacy Policy for AG Holiday Sdn. Bhd.

At AG Holiday, accessible from agbook.my, one of our main priorities is the privacy of our visitors. This Privacy Policy document contains types of information that is collected and recorded by AG Holiday and how we use it.

If you have additional questions or require more information about our Privacy Policy, do not hesitate to contact us.

This Privacy Policy applies only to our online activities and is valid for visitors to our website with regards to the information that they shared and/or collect in AG Holiday. This policy is not applicable to any information collected offline or via channels other than this website.

Consent

By using our website, you hereby consent to our Privacy Policy and agree to its terms.

Information we collect

The personal information that you are asked to provide, and the reasons why you are asked to provide it, will be made clear to you at the point we ask you to provide your personal information.

If you contact us directly, we may receive additional information about you such as your name, email address, phone number, the contents of the message and/or attachments you may send us, and any other information you may choose to provide.

When you register for an Account, we may ask for your contact information, including items such as name, company name, address, email address, and telephone number.

How we use your information

We use the information we collect in various ways, including to:

Provide, operate, and maintain our website
Improve, personalize, and expand our website
Understand and analyze how you use our website
Develop new products, services, features, and functionality
Communicate with you, either directly or through one of our partners, including for customer service, to provide you with updates and other information relating to the website, and for marketing and promotional purposes
Send you emails
Find and prevent fraud

Log Files

AG Holiday follows a standard procedure of using log files. These files log visitors when they visit websites. All hosting companies do this and a part of hosting services’ analytics. The information collected by log files include internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date and time stamp, referring/exit pages, and possibly the number of clicks. These are not linked to any information that is personally identifiable. The purpose of the information is for analyzing trends, administering the site, tracking users’ movement on the website, and gathering demographic information.

Cookies and Web Beacons

Like any other website, AG Holiday uses ‘cookies’. These cookies are used to store information including visitors’ preferences, and the pages on the website that the visitor accessed or visited. The information is used to optimize the users’ experience by customizing our web page content based on visitors’ browser type and/or other information.

Advertising Partners Privacy Policies

You may consult this list to find the Privacy Policy for each of the advertising partners of AG Holiday.

Third-party ad servers or ad networks uses technologies like cookies, JavaScript, or Web Beacons that are used in their respective advertisements and links that appear on AG Holiday, which are sent directly to users’ browser. They automatically receive your IP address when this occurs. These technologies are used to measure the effectiveness of their advertising campaigns and/or to personalize the advertising content that you see on websites that you visit.

Note that AG Holiday has no access to or control over these cookies that are used by third-party advertisers.

Third Party Privacy Policies

AG Holiday’s Privacy Policy does not apply to other advertisers or websites. Thus, we are advising you to consult the respective Privacy Policies of these third-party ad servers for more detailed information. It may include their practices and instructions about how to opt-out of certain options.

You can choose to disable cookies through your individual browser options. To know more detailed information about cookie management with specific web browsers, it can be found at the browsers’ respective websites.

GDPR Data Protection Rights

We would like to make sure you are fully aware of all of your data protection rights. Every user is entitled to the following:

The right to access – You have the right to request copies of your personal data. We may charge you a small fee for this service.

The right to rectification – You have the right to request that we correct any information you believe is inaccurate. You also have the right to request that we complete the information you believe is incomplete.

The right to erasure – You have the right to request that we erase your personal data, under certain conditions.

The right to restrict processing – You have the right to request that we restrict the processing of your personal data, under certain conditions.

The right to object to processing – You have the right to object to our processing of your personal data, under certain conditions.

The right to data portability – You have the right to request that we transfer the data that we have collected to another organization, or directly to you, under certain conditions.

If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us.

Children’s Information

Another part of our priority is adding protection for children while using the internet. We encourage parents and guardians to observe, participate in, and/or monitor and guide their online activity.

AG Holiday does not knowingly collect any Personal Identifiable Information from children under the age of 13. If you think that your child provided this kind of information on our website, we strongly encourage you to contact us immediately and we will do our best efforts to promptly remove such information from our records.