Booking, payment and refund policy

Who you are booking with

Promark Travel is the brand of two Malaysian companies. Jet ski rides are sold by Promark Powersports (M) Sdn. Bhd. (reg. 202201035753 / 1481450-W), trading as Sea-Doo Safari Johor Bahru. Cruises and yacht charters are sold by Promark Global Tour & Travel Sdn. Bhd. (reg. 201601030431 / 1201372-A), a travel agency licensed by MOTAC (licence 10983). Both operate from Senibong Cove Marina, Berth A01, No. 1 Persiaran Senibong, Teluk Senibong, 81750 Masai, Johor; some houseboats depart from Puteri Harbour Marina. Your receipt and card statement show the company that sold you the trip.

Prices

All prices are in Malaysian Ringgit (RM) and include the captain or guide, fuel, safety equipment and whatever the package page lists. Food is included only where stated. There is no surcharge for paying by card.

Booking and payment

A booking is confirmed only when the full amount has been paid. When you book online, your slot is held for a short time (shown on the booking page) so you can pay by bank transfer or by card. If payment does not arrive in that time, the hold is released and the slot goes back on sale. A partial payment does not secure a date. We accept bank transfer to the company's account and debit or credit cards through our payment processor, Stripe. We do not accept cash. We never see or store your card number.

Refundable security deposit (yacht and houseboat charters)

Private charters carry a refundable security deposit, paid with the booking and separate from the charter price: Promark Houseboat, Promark I, Promark II and Promark III RM800; Oceanbook 55 ft RM2,000; Ange Etoile 60 ft RM3,000. If there is no damage, loss, abnormal cleaning or outstanding charge, the deposit is refunded in full within 1 to 3 working days after the trip, to the bank account you give us. Customer-caused damage, loss, misuse or abnormal cleaning is deducted from the deposit; if the cost exceeds the deposit, the balance is payable.

Cancellation and refunds

Confirmed bookings are non-refundable if you cancel or do not turn up, subject to applicable law. If we have to cancel because of weather, sea conditions or a technical problem, we offer you another date first. If none of the dates we can offer works for you, we refund the full amount you paid, including any security deposit, within 7 working days. Card refunds go back through Stripe and take 5 to 10 working days to appear on your statement. Refund requests are reviewed by management; write to admin@promarktravel.com with your booking number.

Rescheduling

You may move a confirmed booking to another date up to three times, subject to availability and reasonable advance notice. Ask on WhatsApp or by email with your booking number. If the new date has a different price, the difference is charged or refunded.

Late arrival and no-shows

Please arrive before your scheduled time for check-in, the participant check and the safety briefing. Arriving late shortens your ride or charter; the end time does not move and no refund is given for lost time. Not turning up forfeits the payment.

Weather and safety

Light rain does not cancel a trip. The captain or guide has the final say on departure, route, speed and any change made for safety, including shortening a trip or returning to the marina. Guests must follow crew instructions and wear the life jackets provided.

Haze

If the haze is unhealthy on the day of your trip (Johor Bahru's Air Pollutant Index above 100, as shown at apims.doe.gov.my), you can move your booking to another date for free, any time before departure. There is no time limit on the new date, and it does not count towards your three changes. Message us on WhatsApp with your booking number. The captain may also postpone a trip when haze makes visibility unsafe; you are rescheduled the same way. Haze is not a reason for a refund.

Capacity and age

Passenger numbers may never exceed the vessel's permitted capacity, whatever the request. Jet ski drivers must be at least 16 years old and passengers at least 5. Promark Houseboat carries 7 adults and 2 children under 10.

Documents before departure

Every guest completes the participant form (name, date of birth, ID or passport number, emergency contact) online before the trip, and signs the consent or waiver at the marina. Insurance cover applies only to guests who have completed the form.

Damage

Jet ski damage is charged under the rules and waiver: a minimum damage fee of RM1,500 and a minimum downtime fee of RM1,500, with actual costs above that payable; a lost jet ski key is RM1,000. On yachts, damage, loss and abnormal cleaning are deducted from the security deposit as above.

Contact

Promark Travel, Senibong Cove Marina, Johor Bahru. WhatsApp +60 12-339 2483 (office hours), email admin@promarktravel.com.