ACCOUNT SETTINGS

1. How do I create an account?

Signing up for Byloka is easy! All you need to do is click here and fill up your details. Welcome to Byloka!

2. How do I edit my profile?

Update your personal information on your Byloka profile anytime – just click here to edit!

3. How do I terminate my account?

We are sorry to hear that you wish to terminate your account. Please inform us at support@byloka.com, and we will provide you with a termination form to be filled up. Once completed, your account will be terminated within 7 working days.

BOOKING PROCESS

1. How do I make a booking?

We are glad that you are ready to make a booking with Byloka! Just follow the simple steps below:

  • Step 1: Choose your trip/experience and pick the date of your choice to check its availability.
  • Step 2: Select the number of people travelling in your group.
  • Step 3: Once you are satisfied with your choice, complete your reservation by clicking 'Book'.

Once the Local Host confirms your requested date, do make your payment to ensure the booking is successful. Now you are all set! We hope you enjoy your trip.

2. Where can I get more information?

If you are looking for more details or inquiries regarding the trip, you can simply click on the 'Ask Local Host' button and ask away before you proceed with the booking! Whether it is to find out more about a customised trip, request for additional stops in the itinerary, or ask for a customised local meal – our Local Hosts are always ready to help.

3. How can I know if my booking is confirmed?

Once the requested date has been confirmed by your Local Host, you will need to make the payment for your booking. Once the transaction is successful, a confirmation email will be sent to you and your Local Host.

4. How do I contact my Local Host?

Once your booking is confirmed, you will receive an email with your Local Host’s details. You may then contact your Local Host.

5. Can I reschedule my booking date?

You may contact your Local Host or Byloka at support@byloka.com to request for a reschedule. Any additional charges for the changes requested will be borne by you, upon mutual agreement between you and the Local Host. If your request for a reschedule is not successful, please refer to our Changes & Cancellation Policy here.

6. What can I do if my Local Host does not respond after the booking has been made?

We apologise for any inconvenience caused. Do write to us at support@byloka.com with your booking number and contact details, and we will be in touch with you shortly.

PAYMENT PROCESS

1. How do I make my payment?

Byloka accepts Paypal, Alipay, Debit Card, Credit Card, and Online Banking (from local banks in Malaysia only) as a payment method. Once your payment is successful, you will receive a payment receipt via email. Should you encounter any payment gateway issues or if you are unable to make your payment through our system, do contact us at support@byloka.com and we will be in touch with you shortly.

2. Can I pay with cash?

For your own protection, we regret to inform that cash payment is not allowed for your booking under any circumstances. Once your trip is completed, we will disburse the payment to your Local Host automatically.

3. How can I redeem my promo codes?

You can redeem your promo code by entering the code in the ‘Promo Code’ box on the checkout page for your booking. The promo code cannot be redeemed in cash or any other form. Each promo code can only be used once, and if a booking involving a promo code is cancelled, the code will not be refunded to you.

4. Which currency can I pay in?

Byloka displays prices in multiple currencies, but the payment is always done in Ringgit Malaysia. Your bank might charge you a conversion rate fee from your local currency to Ringgit Malaysia. But don’t worry, there is no extra fees from us!

5. What if my Local Host asks for extra payment?

If your Local Host asks for extra payment upon a successful booking, do inform us at support@byloka.com. For your own protection, please decline paying in cash to your Local Host at any point of the trip.

POST-TRIP PROCESS

1. How do I leave a review?

After the end of your trip, do leave a review about your wonderful experience with your Local Host so you can share it with other travellers. We hope you had a good time!

2. How do I request for a refund?

To request for a refund, do notify us at support@byloka.com within 72 hours. Do note that a refund may not be possible after 72 hours, as the payment will be automatically released to your Local Host.

CHANGES & CANCELLATION POLICY

1. How can I change my booking details?

If you would like to change your booking details such as the time and date of your trip or the number of people for your booking, please contact your Local Host and write to us at support@byloka.com to request for the change. Do note that your request for change is subject to your Local Host’s availability.

2. What if I can’t change my booking details?

If your request for a change is unsuccessful, do refer to our Cancellation Policy here or find out how to cancel a booking here.

3. What is Byloka’s cancellation policy?

We know what it is like to find yourself in a situation where you have no choice but to cancel an amazing trip due to unforeseen circumstances – it’s no fun at all! But don’t worry, we’ve got you covered. Read below for a full image of our Cancellation Policy or refer to our Terms & Conditions here:

  • If your Local Host cancels a confirmed booking: You will receive 100% refund!
  • If Byloka cancels a confirmed booking: 100% refund will go back to you.
  • If you cancel a confirmed booking:
    • Within 10 days or more prior the scheduled trip: You will be refunded 100% of the total price.
    • Within 9 but more than 3 days prior to the scheduled trip: You will be refunded 50% of the total price.
    • Within 3 days prior to the scheduled trip: You will not receive a refund, and your Local Host will be fully paid.

Any balance for your booking will be refunded to your bank account within 14 working days after cancellation.

4. How do I cancel a booking?

Kindly email us at support@byloka.com to request for a booking cancellation. Once successful, you will receive confirmation from Byloka via email on the cancellation.

5. What happens if my Local Host cancels my booking?

In the event that your Local Host cancels your booking or does not show up for your trip, your payment will be fully refunded to you within 14 working days after cancellation.

6. What happens if I can’t show up for my booking?

If you are unable to show up for your trip/experience on the booked date, the booking will be considered as cancelled and non-refundable.

7. What should I do if I need to cancel my trip due to unavoidable circumstances?

If you find yourself in the need of cancelling your trip due to unavoidable circumstances, please contact us at support@byloka.com as soon as possible. Do note that supporting documents and proofs may be required.

Byloka may waive the traveller’s cancellation penalties stated in Byloka’s Change & Cancellation Policy for bookings, in the event of:

  • Unexpected death of the traveller or immediate family member. You will be asked to provide one of these documents: death certificate, obituary, or news article naming the deceased.
  • Serious injury that directly restricts the traveller’s ability to travel. You will be asked to provide a general statement from a physician confirming that the person is unable to travel.
  • Road and airport closures due to natural disasters impacting the location of the traveller’s destination or attraction in the itinerary, rendering it impossible to travel. You will be asked to provide a notice of the road closure, or airport closure and proof that the flight is cancelled.
  • Significant natural disasters that prove unsafe for the traveller to travel to or from the destination, including but not limited to: earthquakes, tornados, severe storms, tsunamis, flooding, blizzards, and wildfires.
  • Endemic disease or illness declared by a credible nation or international authority, such as the World Health Organization.