Terms & Conditions

1. Definitions

In these Terms and Conditions:

• "We," "Us," "Our," "Pelagos" refers to Pelagos wellness services, located at Level 12, Pavilion Tower, 168 Jalan Bukit Bintang, 55100 Kuala Lumpur, Malaysia
• "Services" refers to all wellness retreat programs, spa treatments, and related services offered by Pelagos
• "Guest," "You," "Your" refers to any individual who books or uses our Services
• "Website" refers to pelagir.live and all associated web pages
• "Booking" refers to any reservation or purchase of our Services

2. Acceptance of Terms

By accessing our Website, booking our Services, or visiting our retreat facilities, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, please do not use our Services.

These Terms constitute a legally binding agreement between you and Pelagos. Your continued use of our Services following any changes to these Terms indicates your acceptance of such changes.

You must be at least 18 years of age to book or use our Services. By making a booking, you confirm that you meet this age requirement and have the legal capacity to enter into this agreement.

3. Services Description

Pelagos offers wellness retreat services in the Cameron Highlands, including:

• Highland Renewal Day (single-day wellness experience)
• Three-Night Highland Wellness Escape
• Seven-Night Complete Highland Restoration
• Individual spa treatments and wellness consultations

Service descriptions, schedules, and included elements are provided on our Website and in booking confirmations. While we strive for accuracy, specific elements may vary based on availability and seasonal factors. We will inform you of any significant changes before your arrival.

Our Services are designed to support wellness and relaxation. They are not medical treatments and should not be considered substitutes for professional medical care. Please consult your healthcare provider before participating if you have any health concerns.

4. Booking and Reservations

4.1 How to Book

Bookings can be made through our Website contact form, by phone, or by email. All bookings are subject to availability and confirmation from Pelagos.

4.2 Booking Confirmation

Once we receive your booking request, we will send a confirmation email within 48 hours. This confirmation will include your booking details, payment information, and preparation guidelines. Your booking is not finalized until you receive this confirmation.

4.3 Accuracy of Information

You are responsible for providing accurate personal and contact information during booking. Please inform us immediately of any changes to your contact details or health information that may affect your retreat experience.

4.4 Minimum Notice

We recommend booking at least 14 days in advance for multi-day retreats and 7 days in advance for single-day experiences, though we will accommodate shorter notice when possible.

5. Payment Terms

5.1 Pricing

All prices are listed in Malaysian Ringgit (MYR) and include applicable taxes unless otherwise stated. Prices are subject to change, but any confirmed booking will be honored at the price quoted at the time of booking.

5.2 Payment Schedule

• For single-day retreats: Full payment is required at the time of booking
• For multi-day retreats: A deposit of 50% is required at booking, with the remaining balance due 14 days before arrival

5.3 Payment Methods

We accept payment via bank transfer and major credit cards. Payment processing is handled through secure third-party payment processors. We do not store complete credit card information.

5.4 Additional Costs

Unless explicitly included in your retreat package, additional costs such as transport to the Cameron Highlands, personal purchases, and optional activities are your responsibility.

6. Cancellation and Refund Policy

6.1 Cancellation by Guest

If you need to cancel your booking, please notify us as soon as possible. The following cancellation terms apply:

• More than 21 days before arrival: Full refund minus 10% administrative fee
• 14-21 days before arrival: 50% refund
• 7-14 days before arrival: 25% refund
• Less than 7 days before arrival: No refund

6.2 Rescheduling

We understand that circumstances change. You may reschedule your booking once without penalty if done more than 14 days before your scheduled arrival, subject to availability. Subsequent changes or rescheduling within 14 days will be treated as a cancellation and new booking.

6.3 Cancellation by Pelagos

We reserve the right to cancel bookings due to circumstances beyond our control, including severe weather, natural disasters, or operational issues. In such cases, we will offer a full refund or the option to reschedule at no additional cost. We are not liable for any consequential expenses incurred due to cancellation.

7. Guest Responsibilities

7.1 Health Disclosure

You are responsible for disclosing any health conditions, allergies, injuries, or medications that may affect your ability to safely participate in treatments or activities. This information is treated confidentially and used solely to ensure your safety and comfort.

7.2 Conduct

We maintain a peaceful environment for all guests. You agree to:

• Respect other guests' privacy and comfort
• Follow facility rules and staff instructions
• Refrain from disruptive or inappropriate behavior
• Not use alcohol or recreational substances on the premises
• Arrive on time for scheduled treatments and activities

We reserve the right to ask any guest whose behavior is disruptive or inappropriate to leave without refund.

7.3 Property Respect

You are responsible for any damage to facilities or property caused by your actions. We may charge for repairs or replacement of damaged items.

8. Limitation of Liability

To the fullest extent permitted by Malaysian law:

• Our Services are provided for wellness and relaxation purposes. We make no claims about specific health outcomes or treatment of medical conditions
• While we maintain high safety and hygiene standards, we are not liable for illness, injury, or adverse reactions that may occur during your stay, except where caused by our negligence
• We are not responsible for loss or damage to personal belongings. Please secure valuables and consider travel insurance
• We are not liable for delays or cancellations caused by weather, transportation issues, or other circumstances beyond our control
• Our total liability for any claim arising from your use of our Services shall not exceed the amount you paid for the affected Services

These limitations do not affect your statutory rights under Malaysian consumer protection law.

9. Intellectual Property

All content on our Website, including text, images, graphics, logos, and design elements, is the property of Pelagos and protected by Malaysian and international copyright laws.

You may view and print content for personal, non-commercial use only. You may not reproduce, distribute, modify, or create derivative works from our content without written permission.

10. Privacy and Data Protection

We are committed to protecting your personal information. Our collection, use, and protection of your data is governed by our Privacy Policy, which complies with Malaysia's Personal Data Protection Act 2010.

Please review our Privacy Policy for detailed information about our data practices.

11. Dispute Resolution

11.1 Governing Law

These Terms and Conditions are governed by the laws of Malaysia. Any disputes arising from these Terms or your use of our Services will be subject to the jurisdiction of Malaysian courts.

11.2 Informal Resolution

Before initiating formal proceedings, we encourage you to contact us directly to resolve any concerns. Many issues can be addressed through open communication.

12. Changes to Terms

We may update these Terms and Conditions periodically. When changes are made, we will post the updated version on our Website with a new Effective Date.

Significant changes will be communicated to guests with existing bookings. Continued use of our Services after changes take effect constitutes acceptance of the revised Terms.

13. Severability

If any provision of these Terms is found to be invalid or unenforceable under Malaysian law, that provision will be modified to the minimum extent necessary to make it valid and enforceable, or if modification is not possible, it will be severed. The remaining provisions will continue in full force and effect.