Terms of Service
Welcome to Rosnir Holiday Sdn. Bhd. private transportation services. To ensure a smooth, comfortable, and premium travel experience, please carefully read the following terms and conditions before making your reservation.
1. Booking & Payment
Advance Booking:
Please complete your online booking and payment at least 3 days before your scheduled pickup. During peak periods, including Malaysian public holidays and Chinese New Year, we recommend booking 1–2 weeks in advance.
Booking Confirmation:
Our customer service team will arrange your vehicle upon receiving full payment. Please carefully review your booking details, including pickup time, location, and vehicle type. Rosnir will not be responsible or provide refunds for any service disruptions caused by incorrect information submitted after the booking has been confirmed.
One-Day / Multi-Day Charter:
One-day city charter services require a minimum booking of 4 hours, while interstate trips are calculated based on a minimum of 10 hours. Multi-day charter services include 10 hours of service per day. Charter fees include fuel, toll fees, and the driver’s meal allowance. Multi-day charters additionally include the driver’s accommodation expenses.
2. Amendments & Cancellation Policy
Free Cancellation & Amendment:
Cancellations made more than 7 days before the scheduled pickup time are eligible for a full refund. If you need to amend your itinerary, please contact our customer service team at least 3 days before your trip for a free adjustment, subject to vehicle availability and scheduling.
Non-Refundable Cases:
Cancellations made within 7 days of the scheduled pickup time are non-refundable. Any reduction in charter duration or early termination of the trip due to personal reasons will still be charged according to the original booking amount.
Force Majeure:
If you are unable to travel due to unforeseen circumstances such as flight cancellations, please provide the relevant supporting documents. We will assist you with a complimentary rescheduling or a full refund.
3. Waiting Time & Additional Charges
Airport Transfer Waiting Time:
- Airport Pickup Service:
The driver will wait free of charge for up to 90 minutes after your flight arrives. - Airport Drop-Off / Standard Transfers:
The driver will arrive at the scheduled time and wait free of charge for up to 30 minutes. - Overtime Charges:
After the complimentary waiting period, overtime charges will apply for every additional hour. Any duration less than 1 hour will be counted as 1 full hour. - No-Show:
If the waiting time exceeds the allowed period and the passenger cannot be contacted, the driver will leave. This will be considered a no-show, and 50% of the total booking amount will be charged as a no-show fee.
Other Additional Charges:
Night Service:
A 20% night surcharge applies for services between 10:00 PM and 6:00 AM.
Additional Services:
Baby/Child Safety Seat: RM30 per seat.
Airport Meet & Greet Service: RM50 per trip.
Additional Stops:
Any temporary additional stop during the journey will be quoted separately by our customer service team based on the actual distance.
4. Vehicle & Luggage Guidelines
To ensure safety and comfort, please choose a suitable vehicle according to the actual number of passengers and luggage. All luggage must be placed in the vehicle’s luggage compartment.
Standard 5-Seater: Up to 3 passengers + 3 pieces of luggage under 24 inches.
Luxury 7-Seater: Up to 5 passengers + 4 pieces of luggage under 26 inches.
Business 9-Seater: Up to 7 passengers + 7 pieces of luggage under 28 inches.
18-Seater Commercial Vehicle: Up to 13 passengers + 12 pieces of luggage of 28 inches or below.
If the number of passengers or luggage exceeds the above limits, please book a larger vehicle or arrange additional vehicles.
5. Service Guarantee & Disclaimer
Safety Assurance:
All Rosnir operating vehicles are covered by compulsory insurance, third-party liability insurance, and passenger insurance. All services are provided by professional and certified drivers.Personal Belongings:
Please keep valuable items such as passports and wallets with you at all times. Our drivers will assist with luggage arrangements where possible; however, Rosnir will not be liable for any loss or damage to personal belongings.Service Quality Commitment:
We highly value your travel experience. If you encounter issues such as driver lateness, unpleasant vehicle conditions, or unprofessional service attitude, please contact our 24-hour customer service hotline at +60 12-808 6784. We will provide immediate assistance or arrange a replacement vehicle when necessary.