1. Scope of This Policy
This policy applies to vehicle bookings made directly with Destisya Resources. It forms part of our Terms of Service and should be read with your quotation, booking confirmation and rental agreement.
If your booking confirmation contains a booking-specific cancellation deadline, fee or refund condition, that term applies to your booking, subject to applicable Malaysian law. Bookings made through a travel agent, marketplace or other third party may also be subject to that provider’s refund process.
2. Cancellation Before Pick-Up
To cancel, contact us as soon as possible and provide the renter’s name, booking reference and scheduled collection date. A cancellation becomes effective when we receive and acknowledge it.
The amount refundable will depend on the notice given and the cancellation terms displayed in your quotation or booking confirmation. A cancellation charge may be deducted where it was disclosed before the booking was confirmed.
3. Booking Changes
Requests to change the vehicle category, rental dates, collection location, authorised driver or optional equipment are subject to availability and may change the rental price.
If we cannot accommodate the requested change, the original booking remains valid unless you cancel it. Any resulting refund will be calculated under the cancellation terms applicable to the original booking.
4. No-Show and Late Collection
A booking may be treated as a no-show if the renter does not collect the vehicle at the agreed time and location, does not contact us within a reasonable period, or cannot provide the required identification, driving licence, payment method or security deposit.
No-show or late-cancellation charges stated in the booking confirmation may be deducted from payments already made. Contact us promptly if you expect to be late; holding the vehicle beyond the agreed time is subject to availability.
5. Early Return
Returning the vehicle before the agreed end of the rental period does not automatically entitle the renter to a refund for unused days, optional equipment or services already arranged.
We may consider a partial refund where the early return results from circumstances attributable to us or where we expressly agree in writing. Any refund will take account of the period used, revised rate, third-party costs and other properly payable charges.
6. Cancellation or Vehicle Unavailability by Destisya
If the reserved vehicle becomes unavailable, we will use reasonable efforts to provide a comparable replacement. The replacement may be a different make, model, colour or registration number within a comparable category.
If we cannot provide a suitable vehicle and we cancel the booking, you may choose an alternative date or receive a refund of the amount paid directly to Destisya for the affected booking. This does not limit any additional remedy required by applicable law.
7. Vehicle Condition, Breakdown, or Service Issues
Inspect the vehicle at handover and immediately notify us of any unrecorded damage, defect or material difference from the confirmed vehicle category. During the rental, contact us promptly if a mechanical or safety issue arises and follow our roadside-assistance instructions.
Where a significant issue not caused by misuse cannot be resolved within a reasonable time, we may provide roadside assistance, a replacement vehicle, a booking credit, a partial refund or a full refund, depending on the circumstances and applicable law.
Unauthorised repairs, towing or replacement services are not refundable unless they were reasonably necessary to protect life or prevent further damage and we could not be contacted.
8. Non-Refundable or Deductible Charges
Unless required otherwise by law or expressly agreed by us, an approved refund may exclude:
- Rental days, optional equipment and services already used or supplied;
- Disclosed cancellation, no-show or booking-amendment charges;
- Third-party costs or special arrangements already incurred for the booking;
- Payment-provider, bank or currency-conversion charges not received by Destisya;
- Fuel, charging, excess mileage, late return, cleaning, toll, parking or traffic-related charges; and
- Damage, loss, insurance excess or other amounts properly payable under the rental agreement.
9. Security Deposit
A security-deposit release is separate from a refund of rental charges. After the vehicle is returned and inspected, we may deduct amounts properly due under the rental agreement, including for damage, missing items, fuel, cleaning, excess mileage, late return, tolls, parking, summonses or administrative costs.
Any remaining balance will be released or refunded. The time required for a card pre-authorisation to disappear or funds to become available depends on your bank, card issuer or payment provider.
The security deposit is not a limit on the renter’s responsibility for loss or charges arising under the rental agreement.
10. How Approved Refunds Are Processed
Once a refund is approved and the refundable amount is confirmed, we will normally process it to the original payment method within 14 business days.
Banking, card-network or payment-provider processing may require additional time before the amount appears in your account. If the original payment method cannot receive the refund, we may request verified bank details or arrange another lawful method.
11. How to Request a Cancellation or Refund
Submit your request with:
- The renter’s full name and booking reference;
- The vehicle collection date and location;
- The reason for the cancellation or refund request; and
- Any relevant receipt, photograph, video, police report or supporting document.
Email sales@detisya.com, call or WhatsApp +60 12-619 8257, or use our Contact Us page. We may request further information before deciding the request.
12. Malaysian Consumer Rights and Policy Changes
Nothing in this policy excludes or limits a right or remedy that cannot lawfully be excluded under applicable Malaysian law, including the Consumer Protection Act 1999 where applicable. If this policy conflicts with a mandatory legal right, that right will prevail.
We may update this policy for future bookings by publishing a revised “Last updated” date. The policy accepted when your booking was confirmed will continue to apply unless the parties agree otherwise or applicable law requires a different result.