Terms & Conditions

Terrapuri Heritage Resort
Terms and Conditions

Last updated: 2025-09-04

PLEASE READ THESE TERMS CAREFULLY. By accessing our website, contacting us, making a reservation, purchasing any products or services, or entering our premises, you agree to be bound by these Terms and Conditions. If you do not agree, you should not use the website, make a booking, or visit the resort.

These Terms and Conditions form a legally binding agreement between you and Palms Garden Beach Resort Sdn. Bhd. (Company No. 714058-D), trading as “Terrapuri Heritage Resort” (“Terrapuri”, “we”, “our”, “us”). Our principal location is at Terrapuri Heritage Resort, Kampung Mangkuk, 22120 Setiu, Terengganu, Malaysia.

Contact: 
– Phone: +60 9-624 5020 
– WhatsApp (Reservations): +60 12-988 8399 (Maslina), +60 19-221 5341 (Darrius)
– Email: sales@terrapuri.com, info@terrapuri.com
– Website: www.terrapuri.com

1. Definitions

1.1 “Guest”, “you”, or “your” means any person who accesses our website, communicates with us, makes a reservation, purchases products/services, or visits our property, including day visitors.

1.2 “Website” means www.terrapuri.com and any sub-pages, online check-in or booking engines we operate or control.

1.3 “Booking” means any reservation for accommodation, day visits, dining, transfers, tours, activities, events, or other services made directly with us or via authorised partners.

1.4 “Adventures” or “Excursions” means tours or activities operated by us or our selected third-party operators, including but not limited to snorkeling trips, cruises, rainforest treks, day tours, transfers, and similar offerings.

1.5 “Villa” refers to our heritage residential units refurbished for guest accommodation.

1.6 “TTx” means the Malaysian Tourism Tax applicable to non-Malaysian guests.

2. Scope and Structure

2.1 These Terms govern:
– Use of the Website and online services (Section 3).
– Reservations, payments, cancellations, check-in/out, occupancy, and on-site rules (Sections 4–9).
– Adventures and third-party services (Section 10).
– Dining, day visits, events (Sections 11–13).
– Intellectual property, privacy, limitations of liability, and other legal terms (Sections 14–22).

2.2 Additional written terms communicated by us (including rate plans, house rules, offer conditions, tour fact sheets, menus, order forms, or payment instructions) form part of your agreement with us. If there is any conflict, the more specific, service-level terms prevail for that service.

3. Website Use and Online Services

3.1 Eligibility and accounts: You must be of legal age and capacity to use the Website and place Bookings. If the Website requires account registration, you agree to provide accurate, current, and complete information and to keep your credentials secure. You are responsible for all activity under your account.

3.2 Acceptable use: You agree not to:
– Interfere with or degrade the Website or any related systems.
– Upload malware, unsolicited promotions, or unlawful content.
– Make speculative, fraudulent, or duplicate Bookings.
– Scrape, harvest, or systematically extract data without our prior written consent.

3.3 Content and availability: Website content is provided “as is” and may be updated, corrected, suspended, or withdrawn at any time without notice. We do not warrant uninterrupted or error-free operation.

3.4 Third-party links and tools: The Website may link to third-party sites or tools. We are not responsible for their content, policies, or practices.

3.5 Privacy: Our collection and use of personal data is described in our Privacy Policy (provided or available on request). By using the Website or making a Booking, you consent to processing your data in accordance with that policy.

4. Booking Channels and Rate Information

4.1 Direct bookings: You may book via our Website, WhatsApp, phone, or email. Best available rates and promotions are generally offered on our official channels unless otherwise stated.

4.2 Third-party channels: If you book through authorised third-party platforms, their terms may additionally apply. In case of discrepancy, the third-party’s confirmed booking conditions for that reservation may prevail for price and cancellation terms.

4.3 Rate changes and errors: All rates, promotions, descriptions, and availability are subject to change, correction of typographical or system errors, and withdrawal at any time. If a material error affects your confirmed Booking, we will (at our discretion) honour, offer a reasonable alternative, or cancel with a full refund of amounts paid to us for the affected component, which will constitute your sole remedy.

4.4 Currency and taxes: Rates are quoted in Ringgit Malaysia (RM) unless otherwise stated. Rates may exclude applicable taxes/fees unless expressly indicated. Taxes and fees (including Tourism Tax) may change per law, and you agree to pay any such amounts at check-in or when due.

5. Taxes, Fees, and Tourism Tax (TTx)

5.1 Tourism Tax: A Tourism Tax of RM10.00 per villa per night applies to non-Malaysian guests, except those exempt by law (e.g., Malaysian permanent residents, long-term pass holders) presenting valid documentation at check-in. TTx is collected upon check-in and is not included in room rates unless expressly stated.

5.2 Service taxes or other levies: Where applicable, Malaysian taxes (e.g., SST) and any local tourism or environmental fees may apply and will be charged as required by law.

5.3 Conservation or marine park fees: Adventures may involve marine or conservation fees payable directly by the Guest to authorities (e.g., Marine Conservation Fund). Amounts are subject to change by the relevant authority.

6. Payment, Deposits, and Security

6.1 Payment methods: We accept bank transfer/online transfer/WISE to our designated account, and selected card payments (Visa/MasterCard) via our payment forms or onsite terminals where available. Bank charges and currency conversion or DCC fees are borne by you.

Bank: Public Bank Berhad
Account Name: Palms Garden Beach Resort Sdn. Bhd.
Account No.: 3-19342270-1
SWIFT: PBBEMYKL

6.2 Payment deadlines: Payment is due as specified in your booking confirmation or invoice. If payment is not received by the deadline, we may cancel your Booking without further notice.

6.3 Non-refundable policy: Unless your rate plan explicitly states otherwise, all payments are non-refundable. Please read your rate plan carefully before confirming.

6.4 Authorisations and security deposit: At check-in, we may require an authorisation hold on a valid credit card and/or a refundable cash deposit to cover incidentals, damage, or unpaid charges. Unused amounts are released or refunded after check-out subject to your bank’s processing time and a post-departure inspection.

6.5 Chargebacks and disputes: You agree to first contact us to resolve any billing dispute in good faith before initiating a chargeback. Unauthorised chargebacks may result in collection proceedings.

7. Check-in, Check-out, Identification

7.1 Times: Standard check-in is from 14:00; check-out is by 12:00. Late check-out to 17:00 may be available at 50% of the daily room rate; after 17:00 a full night’s rate applies. Early check-in requests are subject to availability and may incur a fee.

7.2 Identification and registration: A valid passport (for international guests) or government-issued ID is required at check-in. We may collect details of all occupants as required by law. Failure to present required identification may result in refusal of accommodation without refund.

7.3 Keys: Lost or damaged keys may incur a replacement fee.

8. Occupancy, Children, and Extra Bedding

8.1 Capacity and bedding: 
– Superior Villa: Maximum 2 persons; no extra mattress.
– Deluxe Villa: Max 3 Adults & 1 Child (under 11); 1 extra mattress slot.
– Executive (King or 2 Singles): Max 4 Adults & 1 Child; 2 extra mattress slots.
– Grand Deluxe (King or 2 Singles): Max 4 Adults & 1 Child; 2 extra mattress slots.
– Super Grand Deluxe: Max 5 Adults & 1 Child; 2 extra mattress slots; 1 King + 1 Single.

8.2 Children: A “Child” is under 11 years old. Children sharing existing bedding may be accommodated per villa capacity. Breakfast inclusions vary by villa and extra mattress policy. Please refer to your booking confirmation.

8.3 Extra mattress: Subject to availability, chargeable (typically includes breakfast). Where required by capacity, an extra mattress is compulsory for a third adult or as stipulated.

8.4 Unregistered guests: Only registered guests may occupy a villa. We may refuse entry or charge additional fees if capacity is exceeded.

8.5 Accessibility: Our classic heritage architecture is not suitable for the physically challenged. Please consider accessibility needs before booking.

9. House Rules and Onsite Facilities

9.1 Heritage environment: Our villas are century-old heritage structures made of wood, designed for natural ventilation and tropical climate. During hot periods, villas may feel warmer in day time; opening windows and using fans can help. Expect natural elements such as insects; we recommend bringing appropriate repellents.

9.2 No smoking and vaping: Smoking and vaping are strictly prohibited in villas and within the heritage village area. A cleaning or restoration fee may be charged for violations, in addition to any legal penalties.

9.3 Pool use: Our infinity pool is unsupervised. Swim at your own risk. Children must be supervised by an adult at all times. No glass or sharp objects in the pool area. Follow posted rules and staff instructions.

9.4 Wi-Fi: Complimentary Wi-Fi is available ONLY in the Sesayap Courtyard/common area. Speeds and availability may be limited and are not guaranteed.

9.5 Quiet enjoyment: Please be considerate of other guests and our local community. Loud music, parties, and disruptive behaviour are prohibited. We may evict non-compliant guests without refund.

9.6 Cooking, candles, and hazards: Open flames, candles, incense burners, or cooking equipment in villas are not permitted unless provided by us.

9.7 Damage and loss: You are responsible for any damage, loss, or excessive cleaning caused to our property or third-party property by you or your invitees. Repair or replacement costs may be charged.

9.8 Wildlife and environment: Do not feed, disturb, or remove wildlife or plants. Follow staff guidance and local regulations within the Setiu Wetlands area.

9.9 Parking: If available, parking is at your own risk. We are not responsible for damage or theft to vehicles or contents.

9.10 Staff and community: We are a community-based enterprise and many team members are local to Penarik Village. We appreciate your patience and cultural sensitivity.

10. Adventures, Tours, Transfers, and Third-Party Services

10.1 Booking and confirmation: Most Adventures are arranged via WhatsApp or email and require advance booking and minimum participant numbers. Some experiences are for in-house guests only; others accept external guests subject to terms.

10.2 Weather and conditions: Sea, river, and outdoor activities are weather- and condition-dependent. Operators or we may reschedule, modify, or cancel an activity for safety or operational reasons. Where we cancel due to safety reasons and no alternative is acceptable or available, we may provide a refund of the affected activity fee paid to us (if any), which will be your sole remedy.

10.3 Fees and inclusions: Published prices (e.g., Firefly Cruise, Setiu River Safari, Redang/Bidong trips, Kenyir Lake, Lata Payung trek, Kuala Terengganu City Tour) are subject to change and may exclude marine/conservation fees, boardwalk tickets, or other third-party charges. Please review the latest itinerary and inclusions.

10.4 Safety and fitness: You are responsible for ensuring you are medically and physically fit to participate. Lifejackets and basic safety guidance will be provided where applicable. Inform us of any medical conditions in advance. We may refuse participation if we deem it unsafe.

10.5 Children and guardians: Minors must be accompanied by a responsible adult and may be subject to age/height restrictions.

10.6 Liability and operators: Adventures may be operated by third parties. We act as an arranger or agent where applicable. Your contract for such services may be with the operator, whose terms apply. To the maximum extent permitted by law, we are not liable for acts/omissions of third-party operators.

10.7 Insurance: We strongly recommend you obtain comprehensive travel and activity insurance (including medical, evacuation, and cancellation cover) suitable for your itinerary.

11. Dining

11.1 Sesayap Courtyard: Primary dining venue with set meals and limited à la carte service as communicated. Breakfast is included for in-house guests per rate plan.

11.2 Outside diners: À la carte and breakfast are reserved for in-house guests. Outside diners may book curated lunch/dinner set meals (typically with minimum persons and advance notice), subject to availability.

11.3 Special requests and allergies: Please inform us of dietary restrictions in advance. While we take reasonable care, we cannot guarantee an allergen-free environment.

11.4 Menu and pricing: Menus, inclusions, and prices are subject to change without notice.

12. Day Visitors

12.1 Entry: Day visits are welcomed during working hours (typically 10:00–20:00) for a published fee per person, including welcome drinks. Availability may be limited during peak occupancy or private events.

12.2 Facilities: Day visitors may use designated areas; toilets are available. Pool use and certain facilities are reserved for in-house guests.

12.3 Photography: Personal photography is permitted with respect for guest privacy. Commercial shoots require prior written approval and may incur location fees.

13. Events and Weddings

13.1 Venue use: Our Sesayap Courtyard and certain heritage spaces may be booked for private events subject to venue rules, capacity, and prior approval.

13.2 Planning and logistics: We can assist with arrangements and transport coordination from designated pick-up points. Separate event terms, deposits, insurance, and cancellation policies will apply.

13.3 Noise and community: Event timings, sound levels, and cultural sensitivities must comply with local regulations and our internal policies.

14. Intellectual Property

14.1 Ownership: All Website content, branding, photographs, texts, designs, and other materials are owned by or licensed to us and protected by intellectual property laws.

14.2 Limited licence: You may view and print Website content for personal, non-commercial use only, retaining copyright notices. You must not copy, adapt, publish, distribute, reverse engineer, or exploit any part of our content without our prior written permission.

14.3 Trademarks: “Terrapuri Heritage Resort”, logos, and associated marks may not be used without our prior written consent.

15. Privacy and Communications

15.1 Privacy: We process personal data as described in our Privacy Policy. We may require personal details for legal registration, security, payment, or service delivery, and may share such data with authorities when required by law.

15.2 Communications consent: By contacting us or providing your contact details, you consent to receiving service communications and, where permitted, marketing communications which you may opt out of at any time.

15.3 CCTV and security: For safety and asset protection, we may use CCTV in common areas in accordance with applicable laws.

16. Disclaimers

16.1 “As-is”: Our heritage property and Website are provided “as is” and “as available”. While we exercise reasonable skill and care, we do not warrant uninterrupted availability, error-free operation, or fitness for a particular purpose.

16.2 Natural environment: The resort is located by the sea and wetlands. Weather, wildlife, insects (including mosquitoes), and natural conditions are part of the environment and beyond our control. You accept associated risks and responsibilities.

16.3 Internet and utilities: Internet, electricity, and water supply may be subject to interruptions. We are not liable for disruptions beyond our reasonable control.

16.4 Maps and directions: Any maps, directions, or travel guidance are for general information only and may not be spatially or temporally accurate.

17. Limitation of Liability

17.1 To the maximum extent permitted by Malaysian law, we (and our directors, officers, employees, agents, and partners) are not liable for any indirect, incidental, consequential, special, punitive, or exemplary damages, loss of profits, data, goodwill, or opportunity arising out of or in connection with your use of the Website, stay, Adventures, or other services.

17.2 Our aggregate liability for direct losses arising from or in connection with a confirmed Booking shall not exceed the total amounts actually paid by you to us for the specific service giving rise to the claim.

17.3 Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, fraud, or any other liability which cannot be excluded under applicable law.

17.4 You agree that any claims must be brought within twelve (12) months from the date of the event giving rise to the claim.

18. Indemnity

You agree to indemnify and hold harmless Terrapuri, our affiliates, and our respective officers, employees, and agents from and against all losses, damages, liabilities, claims, demands, costs, and expenses (including reasonable legal fees) arising from: (a) your breach of these Terms or applicable laws; (b) your negligence or willful misconduct; or (c) any damage or injury caused by you or your invitees.

19. Force Majeure

We are not liable for any delay, omission, or failure to perform due to events beyond our reasonable control, including but not limited to acts of God, natural disasters, public health emergencies, acts of government, labour disputes, power or utility failure, equipment or system failures, or adverse weather/sea/river conditions. Where performance is affected, we may modify or cancel services and will use reasonable efforts to offer alternatives where practical.

20. Changes, Cancellations, and No-Show

20.1 Our right to cancel/modify: We may cancel, refuse, or modify a Booking where required by law, due to operational constraints, safety reasons, non-payment, suspected fraud, or breach of these Terms. Our liability will be limited to refunding amounts actually received by us for the affected component if no reasonable alternative is offered or accepted.

20.2 Guest cancellations and no-shows: Unless your rate plan states otherwise, all payments are non-refundable. No-shows are charged 100% of the Booking value.

20.3 Date changes: Requests for changes are subject to availability, rate differences, and an administrative fee (if applicable). Confirmed changes will be re-invoiced accordingly.

21. General Provisions

21.1 Governing law and jurisdiction: These Terms are governed by the laws of Malaysia. You submit to the non-exclusive jurisdiction of the courts of Malaysia (and, where appropriate, the courts of Terengganu) for disputes arising out of or relating to these Terms.

21.2 Severability: If any provision is held invalid or unenforceable, the remaining provisions shall continue in full force and effect.

21.3 No waiver: A failure or delay by us to enforce any right or provision is not a waiver of such right or provision.

21.4 Assignment: You may not assign or transfer your rights or obligations without our prior written consent. We may assign or transfer our rights or obligations to an affiliate or successor entity.

21.5 Entire agreement: These Terms (together with the Booking confirmation and any service-specific terms issued by us) constitute the entire agreement between you and us and supersede all prior understandings relating to its subject matter.

21.6 Language: If these Terms are translated, the English version prevails in case of inconsistency.

21.7 Updates: We may update these Terms at any time by posting a revised version on the Website or notifying you. Continued use of the Website or services after updates constitutes acceptance of the new Terms.

22. Contact and Notices

22.1 For questions or concerns regarding these Terms, Bookings, or our services, please contact:
– Email: sales@terrapuri.com or info@terrapuri.com
– Phone: +60 9-624 5020
– WhatsApp: +60 12-988 8399 (Maslina), +60 19-221 5341 (Darrius)

22.2 Legal notices to you may be delivered via email to the address provided at booking, via messaging apps used for your reservation, or by posting notices on the Website.

Service-Specific Reference Notes (Non-exhaustive, subject to change)

– Breakfast: Generally included for 2 persons per villa unless otherwise stated. Super Grand Deluxe includes breakfast for 3. Child breakfast charges may apply per current menu policy.
– Dining for outside guests: Set meals typically require a minimum of 4 persons and at least 1 day advance booking. À la carte and breakfast are for in-house guests only.
– Day visits: Fee per person applies, includes welcome drinks; hours typically 10:00–20:00; pool for in-house guests only.
– Check-in/out: Standard check-in 14:00; check-out 12:00; late check-out charges apply.
– Transfers: Private transfer rates published are per van/way and subject to change.
– Adventures: Minimum persons and advance booking required; itineraries subject to weather, sea/river conditions, operator availability, and authority regulations.
– Wi-Fi: Available only in Sesayap Courtyard/common area; not guaranteed for bandwidth-intensive uses.
– Smoking: Strictly prohibited in villas and within the heritage village; cleaning/restoration fee may apply.
– Accessibility: Heritage architecture is not suitable for the physically challenged.
– Safety: No lifeguard at pool; swim at your own risk; children must be supervised.
– Mosquitoes/insects: As a wetlands environment, presence at night is expected; bring repellents.

By confirming a Booking or using our Website, you acknowledge that you have read, understood, and agree to these Terms and Conditions.

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