riverbug.my

Information Centre

Welcome To Our Information Centre Page

This page contains detailed information about our tours and destinations, from F.A.Q page to usefull maps and some other things. This page will be updated from time to time.

Terms and Conditions

Read about our terms that are applied in our tour purchases, including reservation, insurance, refund, cancellation and more.


Indemnity Form

Each participant is required to sign an indemnity form before the tour commences. This should be clearly advised by you to the participant.

Insurance

It is necessary to provide a list of participants name, age, sex and nationality upon reservation (ONLINE RESERVATION FORM) for Insurance purposes by emailing to us the details together with your ORDER ID as reference. ALL INFORMATION PROVIDED BY YOU WILL BE TREATED PRIVATE & CONFIDIENTAL AS STRICLY AS POSSIBLE BY TRAVERSE TOURS SDN. BHD

Fitness Level

Only those who are physically fit may go for rafting regardless of age. However, a child although meeting the fitness level may not allowed to raft subject to our absolute discretion.

RESERVATION AND PAYMENT SCHEME

Reservation Booking Period (before tour) Payment Required Tours Remarks
Online Reservation 14 Days Full payment upon confirming online reservation ALL Tours Confirmed availabality
Telephone / Walk In 1 Days Full payment upon pick up All tours, EXCEPT Kinabatangan River Cruise Tour Based on availabality
Fax / Email 5 Days 50% deposit (from the total payment). Balance payment upon pick up. All tours, EXCEPT Kinabatangan River Cruise Tour Based on availabality

Refund

No refund can be made in respect of accommodation, meals, transportation or any other services that are included in the tour fare but not utilized.

Do also take note that, the refundable amount cannot be exchange for other items or the like.

Cancellation

Cancellation must be made in writing and acknowledged by our company’s reservation personnel to avoid any misunderstanding. Cancellation notice must reach us at within the following period:-

i) 1 day prior to departure, 50% (from the total amount) cancellation fee will be imposed.
ii) No show, 100% (full amount) cancellation fee will be imposed.

Cancellation Postponement of tour by Traverse Tours Sdn Bhd

In the event of unforeseen circumstances, making it is impossible or inadvisable to raft or factors that do not allow the safe conduct of a safe trip or the delivery of services as described in the itinerary, we reserve the right to change or postpone the tour to our absolute discretion. In such eventuality, no resource or claims be made against us.

REMINDER

Most of the tours offered by us are conducted in remote areas and or in the wilderness. The events that may occur in these places are less predictable. The unexpected is the norm. Despite painstaking organization, they cannot be taken for granted. There will be some element of risk-taking as we are dealing with nature elements. Some places do not have the same quality of emergency, health and safety services that we may be used to because of the lack of communications service. Road travel may be uncomfortable and sometimes unreliable. This means that the itineraries planned should be seen as statements of intent, rather than a contractual obligation. Weather, transport difficulties and political instability might dictate that the itineraries be amended. The land agent or the trip leader will make the necessary changes which are necessary and with or without consulting the participants. On this case, Traverse Tours Sdn Bhd will do everything within our control to minimize the effects of the enforced changes. We cannot however be held responsible for the results of changes or delays, regardless of how they are caused. We highly suggest only those are physically fit, properly geared, understand and aware of the risk on the tours to participate.

PLEASE NOTE THAT THESE TERMS AND CONDITIONS ARE CORRECT AT THE TIME OF PUBLISHING. TRAVERSE TOURS SDN BHD RESERVES THE RIGHT TO CHANGE / AMEND ANY OF THESE BOOKING TERMS AND CONDITIONS.


Refund Policy

Learn about our refund policy that is applied to tour booking, and return policy that's only applied to online RIVERBUG T-Shirt purchases.


As stated in our Terms and Condition page, no refund can be made in respect of accommodation, meals, transportation or any other services that are included in the tour fare but not utilized.

Refund for tour cancelation made / requested by you:

i) IF the cancelation request is made within 3 days, after a succesful online payment transaction, you will be granted 97% refund.

Others refund policy you should take note:

As stated in our Terms and Condition page:

i) 1 day prior to departure, 50% (from the total amount) cancellation fee will be imposed.

ii) No show, 100% (full amount) cancellation fee will be imposed.

iii) The inability to participate, due to physical fitness and unwell-being; 100% (full amount) cancellation fee will be imposed.  

iv) Unexpected weather condition or unforseen unfortunate event occured at tour site -

     a) for SINGLE TOUR - 97% refund will be granted.
     b) for COMBO TOURS (any activity in the combo package) - NO REFUND will be granted. 

Useful Tip: 
For point iii and iv above; You can postpone your tour date/ activity OR allowing other person to participate the tour/ activity on your behalf.

Do also take note that, the refundable amount cannot be exchange for other items or the like.

Return Policy

NOTE: This policy only applies to RIVERBUG T-Shirt purchases. Depends on stocks / availabality

Your purchased T-Shirt must be in its original unused condition to be returned, unless there is a manufacturer defect. Your must return the T-Shirt within 30 days of your purchase.

1. Please email sales@riverbug.asia to request a refund and we will assign you a tracking number/ order ID.

2. Mail your returned item to:

Traverse Tours S/B,
Lot 227 - 229,
2nd Floor, Wisma Sabah,
Jalan Tun Fuad Stephen,
88000 Kota Kinabalu, Sabah Malaysia

3. Include in your package a signed letter stating the reason for your return and the original receipt.

Return Exceptions

T-Shirt that has been worn, used, or altered will not be accepted for return or exchange.

Exchanges

If your clothing item is in like new condition, you may exchange your clothing item for a different size or color. You will not be subject to a restocking fee in this case, but you still will have to pay return shipping.


International Rafting Federation - Certified

Our tours are certfied by the IRF.


Many Malaysians would rather believe that white water rafting conducted outside Malaysia would be safer and thus more worthwhile than those done within the country. This is due to the assumption that only overseas River Guides are skilled and trained professionally. However, this belief would trouble any thrill-seekers who have 'been there done that' in Malaysia.

Truth be told, our own local company, Traverse Tours Sdn Bhd is one of the best white water rafting specialist in the region, if not the continent.

Traverse Tours Sdn Bhd or more fondly known as Riverbug is a local company founded by Mr. Dares Saham in 1995. After 12 years of its establishment, it now has the most experienced white water rafting Guides in the field. As of 2008, Riverbug has stepped up and got its crew internationally certified by the IRF.

IRF is short for International Rafting Federation, an assembly of national associations and organizations established by experts in the rafting arena. With membership from all over the globe, including Africa, Australasia, Europe, North America, and Latin America, its goal is to armoniously develop, organize and assure the future of rafting by certifying River Guides.

On 16th April ?26th April 2008, Riverbug organized an assessment expedition in which the IRF assessor Mr. Massimo Desiati assessed the Riverbug guides that were held in Kiulu River (Grade I-II), Padas River (Grade III-IV), Malangkap (Grade I - II), and Kampar River (Grade I-III) rivers to test the skills of the guides.

With its new internationally acknowledged crew, the leading white water rafting operator in the country has outdone itself and is a few steps ahead of the other companies, yet again. RIVERBUG is confident that more tourists, Malaysians especially, would be persuaded to "paddle or die" with them. Rafting with the Riverbug crew would now definitely be more adventurous, prestigious and fun!

All that without compromising the rafter's safety!


Online Payment FAQ

Understand how our payment process for the tours.


How early should I book a tour?:

Depends on the tour. For tour like Climbing Mount Kinabalu, at least 90 days earlier. For other tours, it is highly recommended that you book the tour, at least 3 days before departure.

What kind of security/privacy offered when I do an online payment?:

We do not store any credit card details / bank number details / password used during your purchasing process. In fact all the transaction is made purely encrypted and secured - under a solid platform made by our online payment gateway service provider: MOLPay.

If I want to cancel a tour, what should I expecting?:

Please read our Terms and Condition page and Refund and Return Policy. If you purchased a T-shirt (depends on stock / availabality) you might want to look at our Shipping Policy page.

I was in a middle of the booking process, and my internet was down, what should I do?

You can SAFELY do the booking process again. All the bookings will only be succesful until you received an online receipt from MOLPay.

I was presented a booking confirmation on my computer but I do not receive any e-receipt, what should I do?

Contact us immedietly at support@riverbug.asia or sales@traversetours.com. We will check your booking and forward you the receipt.

I think I've made a double booking, what should I do?:

Contact us immedietly at support@riverbug.asia or sales@traversetours.com. We will refund one of the booking with 100% cancelation refund and zero cancelation fee.

I went through all the booking process yet I not received / displayed with anything, what should I do?

Contact us immedietly at support@riverbug.asia or sales@riverbug.asia. We will check your booking, was it successful or not. Either way we will notify you the result.


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