Frequently asked questions

How do I book a tour?

Send us a booking enquiry with your tour, date and number of guests, use the website chat, call us on +60 3-5870 5792 or email hello@travel.demo.ringamo.com. We confirm availability within one working day and send a secure payment link.

What payment methods do you accept?

FPX online banking (all major Malaysian banks) and Visa or Mastercard credit and debit cards. We do not accept cash for bookings; marine park fees are the only thing paid in cash on the day.

Do I have to pay the full price when I book?

No. A 30% deposit confirms your booking. The balance is due 7 days before the tour. If you book less than 7 days before the tour, full payment is taken when you book.

Will I get a confirmation?

Yes. Once your deposit is paid we email your e-ticket within one working day. It shows the meeting point, start time, what to bring and your guide's mobile number for the day.

Are prices per person? What currency?

All prices are per person in Malaysian ringgit (RM). Child prices apply to the ages shown on each tour page (see children and age limits). The Redang package is priced per adult, twin share.

Can I change the date of my tour?

Yes, free of charge, up to 72 hours before the start time, subject to availability. You can change the date, time or tour. Within 72 hours of the start, changes are not possible and count as a cancellation.

What is your cancellation policy?

What happens if the weather is bad?

If we cancel because of weather or sea conditions, you choose: a full refund or a free reschedule. The boat captain makes the safety call, and we tell you as early as possible — usually by 18:00 the evening before. Walking and food tours go ahead in light rain — we bring umbrellas.

If you decide not to join because of the weather while we are still running the tour, the normal cancellation policy applies.

How long does a refund take?

Refunds are made to your original payment method within 7–14 working days. Card refunds can take a few extra days to appear, depending on your bank.

What if I miss the boat or arrive late?

Boats leave on time so the rest of the group does not lose time on the water. A missed departure counts as a no-show and is not refunded. If you are running late, call your guide (the number is on your e-ticket) — on land tours we can often meet you along the route.

Do you offer hotel pickup?

Hotel pickup is included on the Cameron Highlands day trip (Kuala Lumpur city-centre hotels). For the two Langkawi tours, a return hotel transfer costs RM 30 per person from Pantai Cenang, Pantai Tengah and Kuah. For Redang we can arrange a transfer to Merang jetty for RM 60 per person return. All other tours start at a meeting point.

Where exactly do we meet?

Please arrive 10–15 minutes before the start time (check in from 07:30 for the Perhentian trip). Meeting points:

• Langkawi Island Hopping: Pulau Escapes kiosk, Pantai Cenang beachfront, Langkawi. Please arrive 15 minutes early.
• Kilim Mangrove Kayak: Kilim Geoforest Park jetty, Langkawi — look for the Pulau Escapes flag. Please arrive 15 minutes early.
• Perhentian Snorkelling Day Trip: Pulau Escapes counter, Kuala Besut jetty, Terengganu. Check-in from 07:30; the boat leaves at 08:00.
• Tioman Discover Scuba: Our partner dive centre in Air Batang (ABC) village, Tioman Island. Please arrive 15 minutes early.
• Redang 3D2N Island Package: Merang jetty, Terengganu (about 40 minutes by car from Kuala Terengganu airport).
• Penang Heritage Food Walk: Pulau Escapes meeting point on Lebuh Armenian, George Town — next to the blue bicycle mural. Please arrive 10 minutes early.
• Kuala Lumpur Night Food Tour: Bukit Bintang MRT station, Entrance A — your guide holds a Pulau Escapes flag. Please arrive 10 minutes early.
• Cameron Highlands Tea Day Trip: Hotel pickup included from Kuala Lumpur city-centre hotels (KLCC, Bukit Bintang, Chinatown and KL Sentral).

How do I get to the east coast jetties?

Kuala Besut jetty (Perhentian) is about 1 hour by car from Kota Bharu airport. Merang jetty (Redang) is about 40 minutes from Kuala Terengganu airport. Ferries to Tioman leave from Mersing or Tanjung Gemok and are not included in our Tioman tour. Ask us and we will suggest a transfer.

Can children join? What are the age limits?

Yes — children are welcome on every tour above its minimum age. Children must be accompanied by an adult.

Are your tours suitable for seniors?

Many of our guests are over 65. The Penang food walk, KL night food tour and Cameron Highlands day trip are gentle. Boat tours involve stepping from a jetty or beach into a speedboat, and speedboat rides can be bumpy — tell us about any mobility or back concerns and we will advise honestly.

Are your tours wheelchair accessible?

Our boats are not wheelchair accessible. The Cameron Highlands trip can take a folding wheelchair in the van, but the tea estate paths are uneven. Parts of the Penang and Kuala Lumpur food tours are step-free; we can plan a private step-free route on request.

I can't swim. Can I still go snorkelling?

Yes, on the Perhentian and Redang trips. Everyone wears a life jacket and a guide is in the water with the group. For Tioman Discover Scuba you do not need to be a strong swimmer, but you must be comfortable in the water.

What should I bring?

For boat and snorkel tours: swimwear, towel, reef-safe sunscreen, hat, a dry bag for your phone, and cash for the marine park fee where it applies. For food walks: comfortable shoes and an appetite. For the Cameron Highlands: a light jacket — it can be 15 °C. Each tour page has a full list.

Is food included? Do you have halal options?

Meals included on the Perhentian, Redang and Cameron Highlands trips are halal. The Penang and Kuala Lumpur food tours mix halal and non-halal stalls; a fully halal route is available — tell us when you book. Vegetarian meals are available on request on every tour.

What language do your guides speak?

All of our guides speak English and Bahasa Melayu. Mandarin-speaking guides are available for private tours on request.

When is the monsoon season? Are the islands open?

East coast islands (Perhentian, Redang, Tioman) are closed during the northeast monsoon. These tours run from 1 March to 31 October only and do not operate from November to February. Langkawi, Penang, Kuala Lumpur and the Cameron Highlands tours run all year. Langkawi boat tours can pause on individual days when the sea is rough.

What is the marine park fee?

Marine park conservation fee is not included and is paid in cash on the day: RM 30 per adult and RM 15 per child for international visitors; RM 5 per adult and RM 2 per child for Malaysians (set by the Department of Marine Parks Malaysia and subject to change). It applies to the Perhentian, Redang and Tioman tours.

Do I need travel insurance?

We strongly recommend it, and it should cover water activities (and scuba diving if you join the Tioman tour). Our boats carry the passenger insurance required by Malaysian law, but that does not replace personal travel insurance for medical costs, cancellations or lost belongings.

Do you take group and corporate bookings?

Yes. Groups of 15 or more get 10% off the tour price, and we run corporate team days, incentive trips and school groups. Send a booking enquiry with your group size and dates and we will send a quote within one working day.

Can I book a private tour?

Every tour can be booked as a private tour for your group only, on the date and time you choose. Prices depend on group size — ask us for a quote.

Do you sell gift vouchers?

Yes, in values of RM 100, RM 250 and RM 500. Vouchers are valid for 12 months from purchase, can be used on any tour, and can be passed on to someone else. They cannot be exchanged for cash.

What are your office hours?

Malaysia branch: Monday–Friday, 09:00–18:00 Malaysia time (MYT, GMT+8). Closed on weekends and Malaysian public holidays. Phone: +60 3-5870 5792.

US desk (for travellers in the United States): Monday–Friday, 09:00–17:00 US Eastern Time (ET).

Tours themselves run every day, including weekends.

I'm travelling from the US. Who do I talk to?

Our US desk helps travellers in the United States plan and book, monday–Friday, 09:00–17:00 US Eastern Time (ET). You can also email hello@travel.demo.ringamo.com or use the website chat at any time.

How can I reach you outside office hours?

The chat assistant on our website answers questions about tours, prices and policies 24 hours a day. Messages, web forms and emails sent outside office hours are answered on the next working day.

Who do I call on the day of my tour?

Your guide's mobile number is on your e-ticket — call or message them directly on the day. During office hours you can also call the Malaysia branch on +60 3-5870 5792.