Sin-Pen Travel Sdn Bhd, 113-A Jalan Macalister, 10400 Georgetown, Malaysia

+604 226 6161

Terms of Use

In this Terms of Use, "You" and "Your" represents the person booking, purchasing, holding, and / or utilizing the Sin-Pen Travel's transfer voucher. "We," "Us", and "Our" represents Sin-Pen Travel.

1. Applicable Fares

Applicable fares are the published fares that are in effect on the date of payment in full for the transfer voucher. The published fare at the time of reservation or purchase takes precedence over any new, intermediate, revised fare applicable to the exact same type of service, route, time and date of travel.

Upgrades or changes to a different service, route, time and date of travel may incur additional fare and the additional difference from a lower fare to a higher fare shall be paid by you. The difference in fare from a higher fare to a lower fare will not be refunded to you for whatsoever reason.

All fares represented at time of booking or purchase will be disclosed to you during your reservation or purchase process, if you do not agree with the fare and its according charges (as applicable), you may cancel your transaction before proceeding for payment.

2. Children Fares

Children below three (3) years may travel free of charge provided the child is accompanied by an adult, however no seat will be allocated solely for the child. For children three (3) years and above, you are required to purchase a transfer voucher.

A sole booking or purchase of a child transfer voucher only is not permitted.

The child transfer voucher reserved and/or purchased should not exceed the accompanying adult transfer voucher. The child transfer voucher cannot exceed the number of adult transfer voucher purchased in a single or multiple purchases.

3. Administrative & Processing Fees

If you decide to purchase the transfer voucher, or make change to your confirmed transfer voucher, including travel, meal or seat, you agree to pay the fee and charges imposed.

The fee and charge imposed includes but not limited to, issuance, handling, processing, and other miscellaneous charges assessed by us represent, among other things, the costs we incur in providing our service, goods and carriage to you. All fees and charges applicable to your transaction is displayed during your purchase process and if you do not agree to pay the fee and charge associated with your transaction, you may cancel your transaction before proceeding for payment.

4. Confirmation of Online Purchase of Seats

You are responsible to ensure your travelling date, time and destination are correct before clicking “confirm” to proceed in confirmation for payment.

Upon receipt of the fare payment and the issuance of the Order ID (OD) and/or the itinerary, the seat is confirmed immediately. The confirmed seat is non-refundable and non-cancellable.

5. Payment Method

Method of payment for online purchase is only by online payment/credit card/paypal. We accept credit card and cash for the methods of payment for the purchase of transfer voucher at our Penang office (except for Genting Mushroom Farm Bus Terminal where only cash is accepted).

Debit card is not an accepted form of payment and any administrative charge applicable incurred as a result of its utilization for payment shall be payable by you.

6. Validity

All transfer voucher is only valid for the date, time and route specified in the ticket and its itinerary.

All transfer voucher issued shall have a confirmed travel date and time. Open ticket is not available.

7. Refund of Transfer Voucher

Confirmed and/or purchased transfer voucher is not refundable.

You are advised to either change the departure date or time of departure with the applicable administrative fee chargeable provided you present the ticket at least three (3) days before departure at the Penang Office, in compliance to Article 9.

Refunds are also not applicable for reasons as mentioned in Article 8, please refer for more information.

8. Cancellation of Transfer Voucher

Confirmed and/or purchased transfer voucher is not cancellable. You are responsible to ensure your travelling date, time and destination are correct before clicking “confirm” to proceed in confirmation for payment.

9. Change of Transfer Voucher (Date & Time of Travel)

Changes must be made at least three (3) days prior to departure. Travel sectors/routes on transfer voucher cannot be changed, i.e. PG-GEN transfer voucher cannot be changed for GEN-PG transfer voucher. Only date and time of travel may be changed.

E.G.: If a departure date of travel is on 3rd November :

Date when change is requested Number of days before departure Condition
3rd November Day of Departure Not allowed
2nd November 1 day before departure Not allowed
1st November 2 days before departure Not allowed
31st October 3 days before departure Allowed with charges

Please take note Sin-Pen Travel Penang office opening hours are as below:

  • (Office) MON - FRI: 9:30AM - 6:30PM
  • (Office) SAT: 9:30AM - 3.30PM
  • (Call Centre) Open Daily: 7:00AM - 6:30PM

(Unless stated otherwise. More information available at our "Contact Us" page)

9.1 Administrative charge for change of travel Date & Time: You are advised of the applicable charges for the change of your transfer voucher as per below:

Conditions Ticket Presented at least 3 days before Ticket Presented 1 day before departure
1st Change Subsequent Change
Ticket issued at Malaysia & change at Malaysia MYR10.00 MYR20.00 No change is allowed

MYR: Ringgit Malaysia

If your transfer voucher has been issued, the transfer voucher is to be physically presented and endorsed by our staff at our Penang Office to make the according changes.

Please see Article 2 on Applicable Fares as the terms are also applicable for all transfer voucher change.

9.2 Administrative charge for other changes: There are applicable charges for change of seat as you will be advised and displayed with during your change process. Please also see Article 2 on Applicable Fares where ticket fare charges due to change may be applicable.

10. No Show

If you fail to board the coach on time or fail to board the coach by the time the coach departs, within our means and definition of depart, the fare you paid will not be refunded neither in partial nor in full to you for any reason whatsoever.

We will not delay or withhold the departure or journey of our coach if you fail to board the coach.

We are not liable to any loss, expense or fee incurred by you if you fail to board the coach on time, or fail to board the coach by the time the coach departs.

11. Policy of Carriage

You are responsible to make sure your travelling date, time and destination are correct before leaving the counter or when you select to confirm your transfer voucher purchase from the internet ticketing system. transfer voucher issued is non-refundable. Charges apply and terms and conditions apply for alteration of dates or time of travel (see Article 12 for terms and conditions on charges for change).

11.2 transfer voucher FOR BOARDING:
You are required to present the transfer voucher for boarding. Proof of purchase, itinerary or confirmation slip, does not entitle you to board the coach without a transfer voucher.

11.3 LOSS/DAMAGE OF transfer voucher:
Our Company will not be held responsible for any lost, misplaced, damage, mutilation of transfer voucher. transfer voucher is not refundable or replaceable should this happen. Passengers will have to purchase a new transfer voucher at our service centre (see Article 10 for loss of transfer voucher).

Please be on board the coach 15 minutes before departure time. We are not liable if you fail to be on board the coach by the time the coach departs.

We reserve the right to refuse you and your luggage from carriage on our coach for whatsoever reason that we deem justified in reasons, including but not limited to :

11.5.1: Carrying of contraband, illegal substances, fragile or oversize/overweight luggage, unruly behaviour, drunkenness or any other behaviour that we deem as affecting other passengers’ comfort or safety;

11.5.2: The payment of your fare is fraudulent;

11.5.3: The booking of our seat has been done fraudulently or unlawfully or has been purchased from a person not authorized by us;

11.5.4: The credit card by which you paid for the fare has been reported lost or stolen;

11.5.5: The itinerary or booking or confirmation slip is counterfeit or fraudulently obtained;

11.5.6: The itinerary has been altered by anyone other than us or our authorized agent, or has been mutilated (in which case we reserve the right to retain such documentation);

11.5.7: You are unable to produce a valid, physical and legible transfer voucher for the intended travel. The transfer voucher constitutes as the prima facie evidence of the contract of carriage between us and the transfer voucher holder.

11.5.8: You are deemed medically unfit to travel and may pose a health threat to other passengers on board at the absolute discretion of our company;

11.5.9: You fail to arrive on time to board the coach before the time of departure or fail to board the coach by the time the coach departs.

If we have refused to carry you or choose to remove you from carriage as per Article 14.5, we reserve the right to cancel the unused transfer voucher and you will not be entitled to further carriage or refund of fare. We will not be liable for the consequential or incidental loss, damage, cost, or fee you may incur with the refusal of carriage.

Children below age twelve (12) will not be accepted for carriage unless they are accompanied by an adult.

We reserve the right to reschedule, cancel, and/or delay any trips and substitute other buses for reasons deem necessary to do so.

You are responsible to ensure that valid and required travel documents, including the relevant passports, valid visas and/or identification, are carried with you for the journey. If you are denied entry/exit, held up at the immigration for the country you are travelling to, from or over, we will not be held responsible for the mentioned and reserve the right to continue the journey. We are not responsible for the consequential or incidental loss, cost, and fee incurred by you as a result of this (see Visitors’ Entry regarding further information on travel documents, regulations and requirements).

We will be liable up to the value of the ticket.

12. Luggage

12.1 Disclaimers:
While we attempt to take care of your check-in luggage, the risk of loss or damage of the check-in luggage remains with you. We strongly advised customers against placing any item that is heat-sensitive, fragile, perishable or valuable in the luggage compartment.

You are responsible to ensure your luggage (and its contents) is secured and safe during its placement in the luggage compartment or anywhere else on board on our coach.

We are not responsible for any loss of your luggage or belongings on board the coach or in the luggage compartment.

12.1.1: Our Coach Captain will unload your luggage at the immigration & custom checkpoints and upon arrival. Please take care of your belongings at all times and kindly stand by during the unloading to claim your luggage and to prevent your luggage from being claimed by a third party.

12.1.2: At the immigration & customs check points, you are required to carry the luggage from the coach to the checkpoints and back to the coach. Kindly ensure that your luggage is loaded into our luggage compartment. We will not be held responsible if any luggage is left at the checkpoints.

12.2 Right of refusal to carry luggage:
We have the right to refuse carriage for any of your luggage in the following events :

12.2.1: Should there be more luggage beyond our storage capacity, we will prioritize luggage with the Complimentary Luggage Tags. Should there be not enough storage space, we have the right to refuse to carry luggage with Additional Purchased Luggage Tags. In such event, we will refund you with the purchase price of the Additional Purchased Luggage Tags. There shall be no refund of your ticket fare.

12.2.2: If the luggage is very large or heavy which our Coach Captain finds it difficult to load and unload into our storage space.

12.2.3: It is deemed by us to be unsuitable to transport the luggage for any reason.

12.2.4: Should there be any reason your belonging/luggage is requested for removal or confiscation from the authorities of the custom or security of the country you are travelling to, from or over. The custom and security officials reserve the right to inspect the coach and luggage for reasons they deem necessary.