Terms & Conditions

Use of this website and portal

This website and portal provide transportation booking, member registration, partner, coordinator, chauffeur, navigator, admin, service tracking, and invoice management functions. By using the website or portal, you agree to provide accurate information and use the system responsibly.

Portal users must keep login details secure and may only access records linked to their permitted account or assigned role. Uploaded documents must be accurate, readable, lawful, and related to the correct person or company.

Booking requests and service arrangement

Customers are recommended to submit a new booking request at least two (2) hours before the requested pickup time. This is a recommended lead time only and not a strict booking deadline.

Under normal operating conditions, MARIONE SOLUTIONS may complete journey coordination within approximately one (1) hour after receiving the required booking information. Actual arrangement time remains subject to service availability, journey requirements, and operational conditions.

Bookings submitted less than two (2) hours before pickup may still be accepted where MARIONE SOLUTIONS can complete the required coordination.

Payment and booking confirmation

Payment is requested only after MARIONE SOLUTIONS has completed the internal service arrangement and confirmed that the journey can be coordinated. Upon successful payment, the booking becomes officially confirmed.

Cancellation before payment

If the booking has not been confirmed and payment has not been collected, the customer may cancel the booking without charge.

Customer cancellation after confirmation

Once payment has been made and the booking has been confirmed, customer-initiated cancellations are non-refundable.

Instead of cancelling the booking, the customer may request an amendment to the confirmed journey under the Booking Amendment Policy. If an amendment cannot be accommodated and the customer chooses not to proceed with the original confirmed journey, no refund will be provided.

Booking amendment policy

The eighteen (18) hour requirement applies only to amendments of confirmed bookings. It does not represent a minimum advance booking requirement for new bookings.

Amendment requests submitted at least eighteen (18) hours before the scheduled pickup time will be handled as standard amendment requests. Each confirmed booking is entitled to three (3) complimentary amendments. From the fourth (4th) amendment onwards, an RM50 Booking Amendment Fee will apply for each additional amendment.

All amendments remain subject to vehicle, chauffeur, and operational availability.

Late amendment requests

Any amendment requested less than eighteen (18) hours before the scheduled pickup time is considered a Late Amendment Request.

MARIONE SOLUTIONS will make reasonable efforts to coordinate the requested change where operationally possible. However, MARIONE SOLUTIONS does not guarantee that a replacement vehicle and chauffeur can be arranged and may decline the requested amendment if the existing operational arrangement has already been confirmed or a suitable replacement cannot be arranged.

If the amendment cannot be accommodated, the original confirmed booking and itinerary remain valid.

Flight delays and flight cancellations

For genuine flight delays, customers should provide or maintain accurate flight information. The service arrangement may be adjusted according to the latest available flight information without an additional amendment fee for the flight delay itself.

Where an airline cancels a flight, the booking may be adjusted according to the customer's new flight information. A maximum of two (2) flight adjustments is permitted. No refund will be provided. Updated flight information must be provided within one (1) month; otherwise, the booking will be treated as expired.

No show

If the customer fails to appear after the applicable complimentary waiting period and no further arrangement has been confirmed, the booking may be treated as a No Show. No refund will be provided.

Service interruption by MARIONE SOLUTIONS

If MARIONE SOLUTIONS is unable to provide the confirmed service due to operational reasons and no suitable replacement arrangement can be made, the amount paid for the affected confirmed service will be refunded.

Force majeure

Where a confirmed journey is affected by circumstances beyond reasonable control, MARIONE SOLUTIONS may provide a service amendment or rescheduling arrangement where reasonably possible. Such circumstances do not automatically qualify for a cash refund.

Additional charges

Additional charges may apply where the customer's requested amendment, additional stop, waiting requirement, parking arrangement, overtime, or other change creates additional service costs. Applicable charges will follow MARIONE SOLUTIONS prevailing service rates and confirmed arrangement.

Prohibited use

You must not misuse the website, attempt unauthorized access, upload harmful files, submit false information, impersonate another person, or interfere with the operation or security of the system.

Limitation of liability and final interpretation

We aim to keep the system available and accurate, but we do not guarantee uninterrupted access or error-free operation. To the extent permitted by law, we are not responsible for losses caused by incorrect user submissions, system downtime, third-party service issues, or unauthorized account use.

MARIONE SOLUTIONS reserves the right of final interpretation of these Terms & Conditions and the Booking Amendment, Cancellation & Refund Policy, subject to applicable laws and regulations.

Updates and contact

We may update these Terms & Conditions from time to time. For questions, please contact the website administrator or company representative.