Refund & Cancellation Policy
Last Updated: 25 March 2026
This Refund and Cancellation Policy outlines the terms and conditions for ticket cancellations, refunds, and rebooking for RK Ferry services between Kuala Perlis and Langkawi.
1. Cancellation by Customer
1.1 Refund Schedule
| Cancellation Timing | Refund Amount | Processing Fee |
|---|---|---|
| More than 48 hours before departure | 90% refund | 10% admin fee |
| 24-48 hours before departure | 70% refund | 30% cancellation fee |
| 12-24 hours before departure | 50% refund | 50% cancellation fee |
| Less than 12 hours before departure | No refund | 100% forfeited |
| No-show (missed ferry) | No refund | 100% forfeited |
Important: Cancellation time is calculated based on the scheduled departure time, not the booking time.
1.2 How to Cancel
To request a cancellation:
- Online: Contact us via email at support@rkferry.com with your Order ID (RKF-XXXXXX)
- Phone: Call +60 4-XXX XXXX during business hours (8:00 AM - 6:00 PM)
- Counter: Visit our ticketing counter at Jeti Kuala Perlis
2. Cancellation by Operator
2.1 Weather & Operational Cancellations
In case of cancellation due to:
- Bad weather conditions (monsoon, storms, rough seas)
- Technical/mechanical issues
- Safety concerns
- Government directives or emergencies
You are entitled to:
- Option A: Full refund (100%) within 7-14 working days
- Option B: Free rebooking to next available ferry
- Option C: Credit voucher valid for 6 months
2.2 Schedule Changes
If we change your ferry schedule by more than 2 hours, you may:
- Accept the new schedule at no extra cost
- Request a full refund
- Rebook to a different time/date
3. Rebooking & Date Change
3.1 Rebooking Fees
| Request Timing | Rebooking Fee |
|---|---|
| More than 24 hours before departure | RM 5 per ticket |
| Less than 24 hours before departure | RM 10 per ticket |
3.2 Rebooking Conditions
- Subject to seat availability
- New booking must be within 30 days of original date
- Price difference applies if new fare is higher
- No refund for price difference if new fare is lower
- Maximum 2 rebookings per original ticket
4. Refund Process
4.1 Refund Methods
| Original Payment Method | Refund Method | Processing Time |
|---|---|---|
| Online Banking (FPX) | Bank Transfer | 7-14 working days |
| Credit/Debit Card | Card Refund | 14-21 working days |
| E-Wallet | E-Wallet Credit | 7-14 working days |
| Counter Payment (Cash) | Counter Refund / Bank Transfer | 3-7 working days |
4.2 Required Information
To process your refund, please provide:
- Order ID (RKF-XXXXXX)
- Full name (as per booking)
- Email address used for booking
- Bank account details (for bank transfer refunds)
- Reason for cancellation
5. Non-Refundable Items
The following are non-refundable:
- Promotional or discounted tickets (unless stated otherwise)
- Agent commission fees
- Third-party service fees
- No-show tickets
- Tickets cancelled less than 12 hours before departure
6. Special Circumstances
6.1 Medical Emergencies
With valid medical documentation, we may offer:
- Full refund or credit voucher
- Free rebooking with no time limit
Documentation required: Medical certificate from a licensed doctor.
6.2 Bereavement
In case of death of immediate family member:
- Full refund with supporting documentation
- Death certificate may be required
7. Disputes & Appeals
If you disagree with our refund decision:
- Submit a written appeal to support@rkferry.com within 30 days
- Include your Order ID and reason for appeal
- We will review and respond within 14 working days
8. Contact Us
For refund and cancellation inquiries:
- Email: support@rkferry.com
- Phone: +60 4-XXX XXXX
- WhatsApp: +60 12-XXX XXXX
- Operating Hours: 8:00 AM - 6:00 PM (Daily)
- Address: Jeti Kuala Perlis, 02000 Kuala Perlis, Perlis, Malaysia
Tip: Keep your Order ID (RKF-XXXXXX) and booking confirmation email for faster processing of refund requests.
This Refund Policy is subject to change. Please check this page for the latest version before making a cancellation request.