Privacy Policy

Last Updated: June 2026

1. Introduction

Valetra ("Valetra", "we", "our", or "us"), a brand operated by Travelex Tour Sdn Bhd, respects your privacy and is committed to protecting your personal data.

This Privacy Policy explains how we collect, use, store, disclose and safeguard your personal information when you access our website, mobile platforms, booking systems, customer support channels or use any of our services.

By using Valetra's services, you consent to the collection and use of your personal information in accordance with this Privacy Policy.

2. Personal Information We Collect

We may collect personal information including but not limited to:

Identity Information

• Full Name
• Nationality
• Passport Information (where required)
• Identification Information (where required)

Contact Information

• Mobile Number
• Email Address
• Emergency Contact Information (if provided)

Booking Information

• Pickup Location
• Drop-off Location
• Flight Information
• Passenger Count
• Luggage Information
• Travel Preferences
• Booking History
• Vehicle Selection

Payment Information

• Payment Method
• Transaction Reference
• Billing Information

Valetra does not store full credit card information on its servers.

Payment transactions are processed through authorised third-party payment providers.

Technical Information

When visiting our website, we may automatically collect:

• IP Address
• Browser Type
• Device Information
• Operating System
• Referral Sources
• Website Usage Information

3. How We Use Your Information

We may use personal information for the following purposes:

Service Delivery

• Processing bookings
• Managing reservations
• Coordinating transportation services
• Assigning drivers
• Managing tour operations

Customer Support

• Responding to enquiries
• Handling complaints
• Providing booking assistance
• Managing service disruptions

Communication

• Booking confirmations
• Driver assignment notifications
• Travel reminders
• Service updates
• Operational announcements

Business Operations

• Accounting
• Auditing
• Internal reporting
• Quality assurance
• Fraud prevention

Marketing

Subject to applicable laws and customer preferences, we may send:

• Promotional offers
• Travel updates
• Product announcements
• Marketing campaigns
• Newsletters

Customers may unsubscribe from marketing communications at any time.

4. Sharing of Information

Valetra does not sell personal information to third parties.

We may share information where necessary with:

Drivers & Operational Personnel

Customer information may be shared with:

• Assigned drivers
• Operations personnel
• Customer service teams
• Dispatch teams

for the purpose of delivering transportation services.

Transportation Partners

Where operationally required, information may be shared with:

• Approved transportation partners
• Subcontracted service providers
• Affiliated operators

solely for booking fulfilment.

Payment Providers

Payment information may be processed by authorised payment providers including:

• HitPay
• Financial institutions
• Payment gateways

subject to their respective privacy policies.

Online Travel Agencies (OTA)

For bookings made through third-party platforms, information may be exchanged with:

• Klook
• KKday
• Traveloka
• Trip.com
• GetYourGuide
• Viator
• Other authorised partners

for booking fulfilment, operational coordination and customer support.

Legal & Regulatory Authorities

We may disclose information where required by:

• Law enforcement agencies
• Regulatory authorities
• Government agencies
• Courts or tribunals

where legally required.

5. Cross-Border Transportation Services

For transportation services involving Malaysia and Singapore, customer information may be processed in connection with:

• Cross-border transportation operations
• Driver coordination
• Immigration-related travel requirements
• Operational planning and fulfilment

Passengers remain responsible for ensuring compliance with immigration and travel documentation requirements.

6. Cookies & Tracking Technologies

Valetra may use cookies and similar technologies to:

• Improve website functionality
• Remember user preferences
• Analyse website traffic
• Enhance user experience
• Measure advertising effectiveness

We may use services including:

• Google Analytics
• Meta Pixel
• Conversion Tracking Tools
• Website Analytics Platforms

Users may disable cookies through their browser settings, although certain website functions may become unavailable.

7. Marketing Communications

By submitting a booking, enquiry or contact request, customers may receive:

• Booking confirmations
• Driver assignment notifications
• Service reminders
• Travel updates
• Promotional communications

Customers may opt out of promotional communications at any time by contacting Valetra or following the unsubscribe instructions provided in the communication.

Operational communications relating to active bookings may still be sent.

8. Data Retention

Valetra retains personal information only for as long as reasonably necessary to:

• Deliver services
• Maintain business records
• Comply with legal obligations
• Resolve disputes
• Enforce agreements

Booking and transaction records may be retained for operational, accounting, audit and regulatory purposes.

When information is no longer required, it will be securely deleted, anonymised or destroyed where reasonably practicable.

9. Data Security

Valetra takes reasonable physical, technical and organisational measures to protect personal information against:

• Unauthorised access
• Disclosure
• Misuse
• Alteration
• Loss
• Destruction

While we strive to protect personal data, no method of internet transmission or electronic storage can be guaranteed to be completely secure.

10. Third-Party Websites

Valetra's website may contain links to third-party websites.

We are not responsible for the privacy practices, content or policies of such websites.

Customers are encouraged to review the privacy policies of any third-party websites they visit.

11. Your Rights

Subject to applicable laws, customers may have the right to:

• Request access to personal information
• Request correction of inaccurate information
• Withdraw consent for marketing communications
• Request deletion of personal information where legally permissible
• Make enquiries regarding personal data processing

Requests may be subject to identity verification and applicable legal requirements.

12. Children's Privacy

Valetra's services are not directed towards children acting independently.

Where bookings involve minors, personal information must be provided by a parent, legal guardian or authorised adult.

13. Changes to this Privacy Policy

Valetra reserves the right to update or amend this Privacy Policy at any time.

The latest version will always be published on the official website.

Continued use of Valetra's services after any update constitutes acceptance of the revised Privacy Policy.

14. Contact Us

For questions regarding this Privacy Policy or personal data matters, please contact:

Valetra Operated by Travelex Tour Sdn Bhd Website: www.valetravip.com General Enquiries: support@travelex.my WhatsApp: +60 11-1116 6800 Customer Support: 24 Hours