Terms & Conditions

Last Updated: June 2026

1. Introduction

Welcome to Valetra. These Terms & Conditions ("Terms") govern your access to and use of the Valetra website, booking platform, customer account, communication channels and all transportation, chauffeur, transfer, tour, shuttle and other travel-related services offered through Valetra.

Valetra is a brand operated by Travelex Tour Sdn Bhd.

By accessing the Valetra website, creating an account, submitting a booking, making payment or using any Valetra service, you acknowledge that you have read, understood and agreed to these Terms.

These Terms should be read together with our Cancellation & Refund Policy, Privacy Policy, the relevant service description, booking confirmation and any specific conditions applicable to your selected service.

2. About Valetra

Valetra provides pre-arranged private transportation, chauffeur and travel-related services for individual travellers, families, businesses, travel partners and other customers.

Services offered through Valetra may include, but are not limited to:

• Airport Transfers;
• Point-to-Point Transfers;
• Cross-Border Transfers;
• Hourly Chauffeur / Car Charter;
• Private Tours;
• Shared Tours;
• Shared Shuttle Services;
• Corporate & Event Transportation;
• City Tours; and
• Other transportation and travel-related services.

Service availability is subject to location, vehicle availability, operational capacity, applicable laws, licensing requirements, permits and other relevant regulations.

3. Definitions

For the purpose of these Terms:

"Valetra", "we", "our" or "us" refers to Valetra, a brand operated by Travelex Tour Sdn Bhd.

"Customer" means the individual, company, organisation or authorised representative who makes, manages or pays for a booking.

"Passenger" means any person travelling under a confirmed booking.

"Booking" means a reservation for a Valetra service that has been accepted and confirmed by Valetra.

"Chauffeur" or "Driver" means the person assigned to operate the vehicle for the relevant service.

"Private Transfer" means a transportation service reserved exclusively for the customer and passengers stated in the booking.

"Cross-Border Transfer" means an approved transportation service involving travel between Malaysia and Singapore, subject to applicable immigration, customs, licensing and vehicle permit requirements.

"Hourly Chauffeur / Car Charter" means a chauffeur-driven vehicle booked for a selected period of time and subject to the kilometre allowance and service area applicable to the selected package.

"Shared Service" means a tour or transportation service where passengers, routes, schedules or vehicles may be shared with other customers.

4. Booking & Confirmation

Customers are responsible for providing complete, accurate and up-to-date information when making a booking.

This may include:

• Passenger name and contact details;
• Travel date and pickup time;
• Pickup and drop-off locations;
• Flight details, where applicable;
• Passenger count;
• Luggage quantity and size;
• Vehicle selection;
• Special requirements; and
• Any other information reasonably required to fulfil the service.

A booking is considered confirmed when the required payment has been successfully received and/or an official Booking Confirmation has been issued by Valetra.

Submission of a booking request does not by itself guarantee availability or confirmation.

Valetra reserves the right to reject, suspend or cancel a booking where:

• Required information is incomplete or inaccurate;
• Payment cannot be verified;
• Fraudulent or suspicious activity is suspected;
• The selected service or vehicle is unavailable;
• The service cannot be legally or safely performed; or
• Operational requirements cannot reasonably be fulfilled.

5. Pricing, Currency & Payment

5.1 Display Currency

For customer convenience, prices on the Valetra website may be displayed in Malaysian Ringgit (MYR), Singapore Dollar (SGD) or United States Dollar (USD).

Where SGD or USD is selected, the converted amount displayed on the website is provided for reference and convenience only.

All bookings, payments, charges and settlements processed by Valetra are denominated and ultimately processed in Malaysian Ringgit (MYR).

Currency conversion rates displayed on the website may be based on the exchange rate available to Valetra or its system at the relevant time and may change without notice.

The amount ultimately charged or reflected on a customer's card or bank statement may differ from the converted amount displayed on the website due to exchange rates, foreign currency conversion, bank charges, card issuer charges or other fees imposed by the customer's financial institution or payment provider.

Valetra is not responsible for exchange rate differences or additional currency conversion charges imposed independently by banks, card issuers or payment providers.

5.2 Pricing

Service prices may be calculated based on factors including:

• Vehicle category;
• Pickup and drop-off locations;
• Travel distance;
• Service duration;
• Date and pickup time;
• Passenger and luggage requirements;
• Cross-border requirements;
• Additional stops;
• Waiting time;
• Service extensions;
• Public holidays;
• Special events;
• Seasonal or operational demand; and
• Other service-specific requirements.

The applicable booking price and any known mandatory charges will be displayed or communicated to the customer before payment is completed.

Additional charges may apply where the customer requests changes or additional services after the original booking has been confirmed.

5.3 Payment

Valetra may require full payment before confirming or commencing a service.

Payment must only be made through payment methods and official payment channels authorised by Valetra.

Customers must not make payment for official booking charges, amendments or additional services to a chauffeur's personal bank account or through any unauthorised payment method.

Any voluntary tip or gratuity given directly to a chauffeur is entirely at the customer's discretion and is separate from the official booking fare.

6. Service Categories

6.1 Airport Transfer

Airport Transfer means private transportation between an airport and a customer-selected destination, including a hotel, residence, business location or other approved pickup or drop-off point.

6.2 Point-to-Point Transfer

Point-to-Point Transfer means direct private transportation from one confirmed pickup location to one confirmed destination according to the journey details stated in the booking.

Additional stops, changes of destination or significant route changes requested after confirmation may be subject to approval and additional charges.

6.3 Cross-Border Transfer

Cross-Border Transfer means private transportation between Malaysia and Singapore using an approved route and vehicle arrangement, subject to applicable immigration, customs, transport, licensing and vehicle permit requirements.

Cross-border services must be booked under the appropriate Cross-Border Transfer service or another service specifically approved by Valetra for cross-border travel.

6.4 Hourly Chauffeur / Car Charter

Hourly Chauffeur / Car Charter is a flexible chauffeur-driven service booked for a fixed duration. The chauffeur and vehicle remain available during the confirmed booking period for local transportation and multiple stops within the applicable city or designated service area.

The standard Hourly Chauffeur / Car Charter packages include:

• 4 Hours – up to 80 km;
• 6 Hours – up to 120 km;
• 8 Hours – up to 160 km; and
• 10 Hours – up to 200 km.

Both the selected time limit and kilometre limit apply to the booking. The service is considered completed when either the booked duration or applicable kilometre allowance is reached, unless an extension has been approved by Valetra.

Additional time or kilometres are subject to vehicle and chauffeur availability, operational approval and additional charges.

Hourly Chauffeur / Car Charter is intended for local travel within the same city or designated service area and cannot be used for cross-border travel between Malaysia and Singapore.

Customers requiring travel between Malaysia and Singapore must select the appropriate Cross-Border Transfer service.

6.5 Private Tour

Private Tour means a transportation and sightseeing service reserved exclusively for one customer or group and operated according to the confirmed itinerary, duration, destinations and stated inclusions.

6.6 Shared Tour

Shared Tour means a scheduled tour where transportation, itinerary arrangements and certain activities may be shared with other participants.

Participants must comply with the reporting times, meeting points, itinerary and departure schedule stated in the booking confirmation or voucher.

6.7 Shared Shuttle

Shared Shuttle means scheduled transportation operating according to fixed routes, designated pickup and drop-off points and predetermined departure times.

Shared Shuttle passengers must follow the confirmed departure schedule and any reporting instructions provided by Valetra.

6.8 Corporate & Event Transportation

Corporate and Event Transportation may be arranged according to agreed schedules, routes, vehicle requirements and other service conditions specified in the relevant quotation, booking confirmation or corporate agreement.

7. Booking Amendments

Any request to amend a confirmed booking is subject to availability and approval by Valetra.

Amendments may include:

• Travel date;
• Pickup time;
• Pickup location;
• Destination;
• Additional stops;
• Passenger count;
• Luggage requirements;
• Vehicle category;
• Flight details;
• Tour itinerary; or
• Other changes to the original service.

Where an amendment changes the distance, duration, route, vehicle requirement, service category or operational cost of the original booking, Valetra may recalculate the fare and require additional payment.

An amendment is not considered confirmed until it has been acknowledged or approved by Valetra and any required additional payment has been completed.

8. Cancellation, Refund & No-Show

All cancellation and refund requests are governed by Valetra's Cancellation & Refund Policy and any service-specific conditions applicable to the booking.

Certain promotional fares, tours, shared services, special arrangements or bookings made through third-party platforms may have different cancellation or refund conditions.

Where a passenger does not appear at the confirmed pickup point within the applicable waiting period and cannot be contacted, the booking may be treated as a No-Show.

Refund eligibility for a No-Show shall be determined in accordance with the applicable Cancellation & Refund Policy or service-specific booking conditions.

9. Waiting Time

9.1 Airport Pickup

Airport pickup bookings include up to 40 minutes of complimentary waiting time from the actual flight landing time.

After the complimentary waiting period, an additional waiting charge of RM50 for each additional 30-minute block may apply.

9.2 Hotel, Residence & Other Pickup Locations

Hotel, residence and other non-airport pickup locations include up to 15 minutes of complimentary waiting time from the confirmed pickup time.

Additional waiting charges may apply after the complimentary waiting period.

Where the passenger cannot be contacted after the applicable waiting period, Valetra may release the chauffeur and vehicle and classify the booking as a No-Show.

10. Flight Information & Flight Delays

Customers making an airport-related booking are responsible for providing accurate flight information, including flight number, arrival or departure airport, date and terminal where applicable.

Where a valid flight number has been provided, Valetra will make reasonable efforts to monitor the relevant flight status and coordinate the pickup according to the available flight information.

Valetra cannot guarantee automatic adjustment where flight information is missing, inaccurate, changed without notice or unavailable through the relevant flight monitoring source.

Customers should notify Valetra as soon as reasonably possible of any material change to their flight arrangements.

11. Cross-Border Travel Requirements

Passengers travelling between Malaysia and Singapore are responsible for ensuring that they meet all immigration, customs and entry requirements applicable to their journey.

This may include, where applicable:

• A valid passport;
• A valid visa or entry permission;
• Singapore Arrival Card requirements;
• Malaysia Digital Arrival Card (MDAC) requirements;
• Customs declarations; and
• Any other document or declaration required by the relevant authorities.

Passengers may be required to leave the vehicle and personally carry their luggage through immigration and customs checkpoints in accordance with applicable procedures and instructions from the relevant authorities.

Valetra does not control immigration, customs or border authorities and cannot guarantee the time required for border clearance.

Valetra shall not be responsible for service delays, denied entry or additional costs arising from circumstances including:

• Invalid or insufficient travel documentation;
• Visa or immigration issues;
• Passenger inadmissibility;
• Customs or security inspections;
• Immigration processing delays;
• Border congestion;
• Government restrictions; or
• Other actions taken by the relevant authorities.

12. Tourist Guide Requirements

Certain sightseeing, tourism or city tour activities may require the services of a licensed tourist guide under applicable laws or regulations.

Where a licensed tourist guide is required, Valetra may arrange or assign an appropriate guide and may apply an additional guide fee.

Tourist guide requirements may differ depending on the country, city, itinerary and nature of the service.

Where necessary to comply with applicable regulations, Valetra may modify or recommend changes to the itinerary.

13. Shared Tour & Shared Shuttle Conditions

Shared services operate according to predetermined schedules and may involve other passengers.

Passengers using a Shared Tour or Shared Shuttle must:

• Arrive at the designated pickup location within the stated reporting time;
• Follow the departure time stated in the booking confirmation or voucher;
• Follow reasonable instructions provided by Valetra or its operating personnel;
• Return to the vehicle at the agreed time during scheduled stops; and
• Ensure that all personal belongings are collected before leaving the vehicle.

Where no separate reporting time is stated, passengers are advised to arrive at least 10 minutes before the confirmed departure time.

Due to the shared nature of the service, the vehicle may not be able to wait for late passengers.

Additional pickup or drop-off locations are not permitted unless specifically included in the booking or approved in advance by Valetra.

Certain shared services may require a minimum number of participants. If the minimum requirement is not met, Valetra may reschedule the service, offer an alternative arrangement or provide a refund where applicable.

14. Chauffeur Assignment & Operational Flexibility

Chauffeur assignments are subject to operational requirements, availability, route suitability, vehicle allocation and regulatory requirements.

Chauffeur and vehicle information may be provided through a Departure Slip, email, WhatsApp message or another official Valetra communication channel.

Where operationally possible, final chauffeur and vehicle details are normally provided approximately 18 hours before departure.

Chauffeur or vehicle assignments may change before the service where reasonably necessary due to operational requirements, vehicle maintenance, safety concerns, regulatory requirements, unexpected circumstances or service disruptions.

Valetra does not guarantee a specific chauffeur unless such arrangement has been expressly confirmed in writing.

15. Vehicle Assignment & Substitution

Vehicle photographs, illustrations and model references displayed on the website are provided as a general representation of the relevant vehicle category.

The actual vehicle, model, registration number, colour, year or configuration may vary according to availability and operational requirements.

Valetra may substitute the assigned vehicle where necessary due to:

• Vehicle breakdown;
• Maintenance;
• Safety concerns;
• Accidents or emergencies;
• Regulatory requirements;
• Vehicle availability; or
• Other operational circumstances.

Where reasonably possible, Valetra will provide a replacement vehicle that is suitable for the confirmed passenger and luggage requirements and is of an equivalent or higher suitable category.

16. Approved Transport Partners & Subcontractors

Where operationally necessary, Valetra may appoint an approved transportation partner, affiliated operator or authorised subcontractor to fulfil all or part of a booking.

Such arrangements may be used for operational coverage, vehicle availability, specialised vehicle requirements, cross-border operations or other legitimate service requirements.

17. Passenger & Luggage Capacity

Customers are responsible for selecting a vehicle suitable for the number of passengers and the amount of luggage travelling under the booking.

Passenger and luggage capacities shown on the website are general guidelines. Actual luggage capacity may vary depending on the size, shape and arrangement of luggage carried.

Valetra reserves the right to:

• Refuse luggage that cannot be safely accommodated;
• Refuse luggage that exceeds the safe vehicle capacity;
• Recommend a larger vehicle;
• Recommend an additional vehicle; or
• Apply additional charges where alternative arrangements are required.

Customers travelling with oversized luggage, wheelchairs, golf bags, sports equipment or other large items should provide this information before the booking is confirmed.

18. Child Seats & Special Requirements

Child seats and other special equipment are subject to availability and should be requested before the service date.

Additional charges may apply depending on the equipment or arrangement requested.

Parents and guardians remain responsible for ensuring that children travel in accordance with applicable legal and safety requirements.

Valetra does not guarantee the availability of special equipment unless the request has been specifically confirmed.

19. Passenger Conduct & Safety

Customers and passengers are expected to behave in a safe, lawful and respectful manner.

Passengers must not:

• Smoke or vape inside the vehicle;
• Carry or use illegal substances;
• Damage, misuse or deliberately soil the vehicle;
• Harass, threaten or abuse the chauffeur, staff or other passengers;
• Distract or interfere with the chauffeur while the vehicle is moving;
• Request the chauffeur to violate traffic or other applicable laws;
• Carry prohibited or unlawful items; or
• Engage in behaviour that may endanger the vehicle, chauffeur or passengers.

Valetra reserves the right to refuse, suspend or terminate a service where passenger behaviour creates a reasonable safety, legal or operational concern.

20. Vehicle Damage & Cleaning

Customers may be responsible for reasonable repair, replacement or specialist cleaning costs where damage or excessive soiling is caused by a passenger during the service.

Where applicable, Valetra may provide reasonable supporting information relating to the damage, cleaning requirement or associated cost.

21. Lost & Found

Passengers are responsible for their personal belongings at all times.

Valetra will make reasonable efforts to assist in locating belongings reported as lost or forgotten inside a vehicle, but recovery cannot be guaranteed.

Additional courier, delivery, postage or transportation charges may apply if Valetra assists with returning recovered property.

To the extent permitted by applicable law, Valetra shall not be responsible for belongings that are lost, forgotten, stolen or damaged unless the loss or damage resulted directly from Valetra's proven negligence.

22. Online Travel Agency & Third-Party Bookings

Where a booking is made through an Online Travel Agency ("OTA"), marketplace, travel agent or other authorised third-party platform, additional terms and conditions of that platform may also apply.

Cancellation, refund, payment, voucher and amendment requests may be subject to the terms and procedures of the platform through which the original booking was made.

Valetra may communicate directly with passengers regarding operational matters including:

• Pickup instructions;
• Departure schedules;
• Chauffeur coordination;
• Vehicle assignment;
• Travel reminders; and
• Service updates.

Where there is a conflict between these general Terms and specific conditions stated in a confirmed third-party booking, the applicable booking or platform conditions may take precedence for that transaction.

23. Delays, Traffic & Journey Times

Any estimated journey time provided by Valetra is an estimate only and is not guaranteed.

Actual journey time may be affected by circumstances including:

• Traffic congestion;
• Road accidents;
• Road closures;
• Weather conditions;
• Immigration and border congestion;
• Security checks;
• Public events;
• Government restrictions; or
• Other circumstances beyond Valetra's reasonable control.

Customers are responsible for allowing sufficient travel time when travelling to airports, ferry terminals, train stations, appointments, events or other time-sensitive destinations.

24. Force Majeure & Events Beyond Our Control

Valetra shall not be responsible for failure, delay, disruption or cancellation of a service where caused by circumstances beyond Valetra's reasonable control.

Such circumstances may include:

• Natural disasters;
• Floods or severe weather;
• Road closures;
• Major traffic incidents;
• Border or immigration closures;
• Government actions or restrictions;
• Public emergencies;
• Security incidents;
• Civil unrest;
• Strikes;
• System or infrastructure disruption; or
• Other events that could not reasonably have been prevented or controlled.

Where such circumstances occur, Valetra will make reasonable efforts to communicate with affected customers and, where reasonably possible, provide an alternative operational arrangement.

25. Limitation of Liability

Nothing in these Terms is intended to exclude or limit any right or liability that cannot lawfully be excluded or limited under applicable law.

To the extent permitted by applicable law, Valetra shall not be liable for indirect, incidental, special or consequential loss resulting from circumstances outside Valetra's reasonable control.

This may include:

• Missed flights;
• Missed trains or ferries;
• Missed appointments or events;
• Loss of business;
• Loss of opportunity; or
• Other indirect financial loss.

Where Valetra is legally liable for a claim directly arising from a particular booking, Valetra's liability shall, to the extent permitted by applicable law, be limited to the amount paid to Valetra for the affected service.

26. Website Use & Intellectual Property

Unless otherwise stated, all content displayed on the Valetra website, including names, logos, branding, graphics, photographs, videos, written content, service descriptions, booking interfaces and marketing materials, is owned by or licensed for use by Valetra and/or Travelex Tour Sdn Bhd.

Such content may not be copied, reproduced, republished, modified, commercially exploited or distributed without prior written permission, except where permitted by applicable law.

Valetra reserves the right to restrict or suspend access to its website or booking platform where fraudulent activity, misuse, unauthorised access, automated abuse or other security concerns are detected.

27. Personal Data & Communications

Personal information provided to Valetra will be collected, processed and managed in accordance with Valetra's Privacy Policy and applicable data protection requirements.

Customers acknowledge that Valetra may use the contact information provided during booking to send operational communications relating to the service, including:

• Booking confirmations;
• Payment notifications;
• Pickup instructions;
• Chauffeur and vehicle information;
• Departure reminders;
• Amendment notifications;
• Service disruption information; and
• Other important booking-related updates.

28. Complaints & Service Issues

Customers who experience a service issue are encouraged to contact Valetra as soon as reasonably possible so that the matter can be reviewed and, where possible, addressed promptly.

Valetra may request information reasonably necessary to investigate a complaint, including the booking reference, date of service, description of the issue and any relevant supporting information.

29. Changes to These Terms

Valetra may revise these Terms from time to time to reflect changes in its services, operating procedures, legal requirements, technology or business practices.

The latest applicable version will be published on the official Valetra website.

Where reasonably necessary, material changes may also be communicated through appropriate customer communication channels.

30. Severability

If any provision of these Terms is determined by a competent authority to be invalid, illegal or unenforceable, that provision shall be interpreted or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

31. Entire Agreement

These Terms, together with the applicable Booking Confirmation, Cancellation & Refund Policy, Privacy Policy, service description and any service-specific conditions, form the agreement governing the relevant booking.

32. Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of Malaysia, subject to any mandatory rights available to customers under applicable law.

Any dispute arising from or relating to these Terms or a Valetra service shall be subject to the jurisdiction of the competent courts of Malaysia, unless otherwise required by applicable law.

33. Contact Information

If you have any questions regarding these Terms & Conditions or require assistance with a booking, please contact:

Valetra
Operated by Travelex Tour Sdn Bhd

Website: www.valetravip.com
Email: [email protected]
WhatsApp / Customer Support: +60 11-1116 6800
Customer Support: 24 Hours