Refund Policy

1. Cancellation and Refund Policy

At Petroga, we understand that plans can change. Our refund policy is designed to be fair and transparent for all Petronas Twin Tower tickets and tour bookings.

2. Free Cancellation

Tours marked with "Free Cancellation" are eligible for a full refund under the following conditions:

• Cancellation must be made at least 24 hours before the scheduled tour/visit time
• Refund will be processed within 5-7 business days to the original payment method
• No cancellation fees will be charged
• Email confirmation of cancellation will be sent immediately

3. Non-Refundable Bookings

Some Petronas Tower tickets and tours are marked as non-refundable:

• These bookings cannot be cancelled for a refund
• Changes to booking dates may be possible (subject to availability and fee)
• Special promotional tickets are typically non-refundable

4. Cancellation by Petroga

If we need to cancel your booking due to unforeseen circumstances:

• You will receive a full refund regardless of the ticket type
• We will notify you immediately via email and phone
• Alternative dates or tours will be offered when possible
• Refunds will be processed within 3-5 business days

5. Weather and Force Majeure

In case of severe weather or force majeure events affecting the Petronas Twin Towers:

• Full refund or date rescheduling will be offered
• Decision will be made by Petronas Twin Towers management
• Safety of visitors is our top priority

6. No-Show Policy

If you do not show up for your scheduled visit:

• No refund will be provided
• Tickets cannot be transferred to another date
• We recommend arriving at least 15 minutes before your scheduled time

7. How to Request a Refund

To request a refund for eligible bookings:

1. Contact us at info@petroga.com.my or call +60 3-2331 8080
2. Provide your booking reference number
3. State the reason for cancellation
4. Receive confirmation email within 24 hours
5. Refund will be processed within 5-7 business days

8. Partial Refunds

For group bookings or multi-day tours:

• Partial refunds may be available if some participants cannot attend
• Minimum 48 hours notice required
• Refund amount will be calculated based on the number of cancelled participants

9. Modification Fees

Changes to existing bookings:

• Date changes: Free if made 24+ hours in advance (subject to availability)
• Time slot changes: Free if made 12+ hours in advance
• Guest number changes: Must be done 24 hours in advance
• Price differences may apply for date/time changes

10. Contact Information

For any questions regarding refunds or cancellations: