Valetra Terms & Conditions

1.1 Veletra Chauffeur Service, operated by Travelex Tour Sdn Bhd, provides professional chauffeur-driven transportation services through online platforms, customer support channels, and partner interfaces (“Veletra Tools”).

1.2 These Terms & Conditions (T&Cs) apply to all bookings regardless of channel.

1.3 Services may be delivered by Veletra or approved Subcontractors. Veletra remains the contracting party unless stated otherwise.

1.4 By creating an account or using Veletra services, the Client fully accepts these T&Cs.

1.5 Any terms proposed by the Client are invalid unless accepted in writing.

2.1 Contractual Relationship

2.1.1 A contract is legally formed between the Client and Veletra unless otherwise specified.

2.1.2 Subcontracted providers may execute rides, but Veletra remains responsible for coordination, pricing, and service standards.

2.1.3 Veletra performs due diligence, but is not liable for subcontractor issues beyond reasonable control.

2.2 Contract Conclusion

2.2.1 A booking request constitutes an offer.

2.2.2 Acknowledgement ≠ contract.

2.2.3 A contract exists only when Veletra issues a Booking Confirmation.

3.1 Users must provide accurate and current information.

3.2 Fraudulent or automated registrations are prohibited.

3.3 Users must protect their login credentials.

3.4 Veletra may suspend accounts for misuse or false information.

4.1 Ride Types and Service Modifications

4.1.1 Point-to-Point Transfers

• Dedicated chauffeur & vehicle
• Pre-planned routing
• 30 minutes free waiting (60 min for airports)
• Toll charges included unless stated otherwise

Additional stops or rerouting may incur fees. Cross-border passengers must follow immigration requirements.

4.1.2 Hourly Chauffeur Service

• Minimum 4-hour booking
• 40 km per hour included
• Unlimited stops within service area
• Chauffeur on standby

Exceeding hours or mileage results in additional charges.

4.1.3 Service Modifications

Changes in distance, duration, passengers, or luggage may alter pricing.

4.2 Pickup Time

4.2.1 Pickup time is as stated in the Booking Confirmation.

4.2.2 Airport pickups use real-time flight tracking. Pickup adjusts automatically when a valid flight number is provided.

4.2.3 Baggage or immigration delays may extend waiting at Veletra’s discretion.

4.3 Vehicle Category and Upgrade

Actual models may vary; Veletra may upgrade vehicle category at no extra cost.

4.4 Transport Safety & Limitations

• Luggage must be declared accurately
• Child seats by request only; may incur fees
• Passengers & luggage must not exceed safe capacity
• Incorrect info may result in full fare being charged

4.5 Delays

Immigration, weather, or traffic delays do not count as service failure.

4.6 Cancellation, Rebooking & No-Show

• 48+ hours → Full refund
• <48 hours → Non-refundable
• Rebookings treated as new bookings
• No-show: 30/60 minutes waiting rule

4.7 Passenger Behaviour

• Seatbelt required
• No smoking or vaping
• No illegal substances
• No disruptive behaviour

5.1 Pricing Principles

Final pricing applies once the Booking Confirmation is issued.

5.2 Service Modifications

Additional stops, extra time, or more passengers/luggage may increase fees.

5.3 Waiting Time Charges

• 30 min standard waiting included
• 60 min airport waiting included
• Extra waiting billed per minute

5.4 Excess Mileage

Extra km charged based on vehicle class.

5.5 Surcharges

• Peak season fees
• Night surcharges (11 pm–6 am)
• Cross-border operational fees
• Cleaning or damage fees

5.6 Payments

Full payment required before service. Veletra may charge stored payment methods for added fees.

5.7 Refunds & Chargebacks

Invalid chargebacks may lead to account suspension.

5.8 Failed Payments

Repeated failures may incur admin fees.

5.9 Invoice Delivery

Invoices delivered electronically.

6.1 General Liability

Veletra is liable only for gross negligence or intentional misconduct.

6.2 Subcontractor Liability

Subcontractors are responsible for ride execution. Veletra assists with claims but may not be fully liable.

6.3 Limitations

• No liability for missed flights
• No liability for incorrect client info
• No liability for lost or forgotten items
• No liability if safety instructions ignored

6.4 Force Majeure

• Natural disasters
• Strikes or lockdowns
• Border closures
• Civil unrest

6.5 Passenger Responsibility

Misconduct or damage caused will result in extra charges.

8.1 Intellectual Property

All branding and system content remain exclusive property of Veletra.

8.2 Restrictions

• No reproduction or redistribution
• No data scraping
• No reverse engineering

8.3 Data Collection

Personal data is processed under Malaysian PDPA.

8.4 Security

Veletra employs industry-standard data protection measures.

8.5 Data Retention

Data is retained for legal, operational, and accounting purposes.