Booking terms & policies

Bookings are made through our website and confirmed once payment is received. When you book, you choose your date and tour, and you can add a dry-bag rental (RM 5) at checkout. We accept payment by credit card or bank transfer.

To keep things smooth for every guest, please review the policy below. It differs by group size.

Individuals & small groups (1–5 people)

• Full refund — cancel more than 72 hours (3 days) before your session.
• 50% refund — cancel between 24 and 72 hours before your session.
• No refund — for cancellations under 24 hours’ notice, or for no-shows.

Large groups (6 or more people)

• Full refund — cancel at least 21 days in advance.
• 50% refund — cancel at least 14 days before your session.
• No refund — for cancellations under 72 hours’ notice, or for no-shows.

How to cancel or reschedule

Just reach out to us directly:

• Phone / WhatsApp: +6013-485 1228
• Email: tour@outdoorgate.asia

Your safety and your enjoyment come first. If we have to cancel on the day of the activity:

• Bad weather ⛈ If we call it off due to unsafe conditions — a thunderstorm or strong winds — you can either reschedule for another day free of charge, or take a 50% refund.
• An issue on our side In the rare case we cancel for an operational reason (say, guide availability or an equipment problem), you can reschedule free of charge, or take a full 100% refund.

Either way, we’ll be in touch as early as we possibly can.

Children aged 3 to 10 are welcome, and every child must share a kayak with a parent or another adult. Senior citizens who exercise regularly are welcome to join. For their own safety, anyone with a heart condition or a back injury should not take part.

Our double kayaks seat 2 and our triyak seats 3, provided the combined weight stays under 200 kg. We can host groups of up to 20 — contact us for group pricing.

Life jackets (personal flotation devices) are provided for every participant and must be worn on the water. Before we set off, everyone receives a briefing on paddling technique and safety, and we ask that you follow your guide’s instructions throughout the trip.

For everyone’s safety, alcohol is not allowed before or during the tour. Please paddle responsibly, look after one another, and help us protect the mangrove environment we’re here to enjoy.

You’re welcome to take photos and videos whenever it’s safe to do so and the kayaks are stationary.

Changing rooms and toilets are available at the kayaking station, and parking is free and easy to find at our location.

We may update these policies from time to time; the version shown on this page applies to your booking. To cancel, reschedule, or ask us anything, reach out any time — we’re happy to help.