Privacy Policy

During Tour Enquiries / Tour Booking

We will collect certain information from you when you make an enquiry or book a trip with us. Depending on your interaction with us and what products and services you use, we may collect, use, disclose, transfer and store any information you enter on our website or give us through various means, including telephone calls, emails, enquiries or bookings at our sales office, SMS, fax, post, and any platforms used by the Companies from time to time (collectively the “Platforms”).The Personal Data includes but is not limited to the following:

• Your full name, gender, age, date of birth, occupation, nationality, passport details (including nationality and city of birth), passport scan, visa application, visa page scan, identity card number, contact details such as email, phone number and home address, next of kin, dietary requirements, height and weight, travel insurance details, travel preferences, medical reports, medical requirements

We may also require your travelling details which includes but is not limited to the following:

• Flight information such as airlines, flight number, time of arrival and departure, travel period, check-in and check-out dates, number of rooms requested, pick-up and drop-off time and dates, number of passengers, name(s), date(s) of birth, nationality, gender, telephone number, email address, passport number of all passengers

For personal information relating to another person, when you make a reservation with us on behalf of a travel companion or another person, we will request for the Personal Information of that individual. You should obtain the consent of such other individuals prior to providing their Personal Information to us. Any request to view or change their Personal Information provided in relation to the reservation which you have made can only be made through you or your account with us.

During Payment

To make a payment via credit card, debit card, or online payment, you can use our secured online payment gateway. Your payment card details are not recorded, stored or retained by Borneo Calling in any way and therefore we ask that you do not email your payment card details. We use a third-party vendor to process these payments on our behalf. If Borneo Calling needs to provide you with a refund, your bank details may be collected, which are recorded and stored.

During Tour

When you are travelling with us, a photo or video may be taken by the Borneo Calling’s tour guide, tour driver, our employee, a professional photographer or another passenger. We ask that any photos or video was taken, by Borneo Calling personnel or otherwise, are done so with permission and respect to the individual.  If you do not want to be included in photos or video, please let your group leader or the photographer know.

After Tour

We may contact you to seek your interest in taking part in research projects, surveys and interviews.  This may include contacting you with a post-booking or post-trip feedback survey and asking to provide a score and comment on your experience.

As part of this contract, we may collect your full name, email address, booking number and departure details. You will be asked to provide a score and comment on your trip experience.  This information will be linked to any comments you make about your trip

Where you have provided the relevant details, we may also contact you in response to your feedback to discuss your comments.

We require this information to understand your needs and provide you with a better service. We will use your Personal Information for the following purposes:

• to provide you with the products and services you request;
• to provide you with travel confirmation, updates, and news;
• to manage your account and transactions, including processing bills and providing travel notifications;
• to communicate with you in general;
• to respond to your queries and feedbacks;
• to allow us to contact you for customer service, if necessary;
• to measure interest in and improve our products, services, and website;
• to notify you about special offers and travel-related products and services that may be of interest to you;
• to customize your experience on our website;
• to reward you as part of any reward and recognition program you choose to join;
• to resolve disputes, collect fees, or troubleshoot problems;
• to maintain our internal record keeping;
• to prevent potentially prohibited or illegal activities;
• to enforce our Terms and Conditions when you make a travel booking with us; and
• as otherwise notified to you at the point of collection.

We collect it by fair and lawful means, with your knowledge and consent. We will also inform you as to why we are collecting it and how it will be used.

Borneo Calling will share your information with external suppliers (such as guides, travel companies, hotel companies, insurance companies, equipment suppliers, promotion or sweepstakes co-sponsors, and credit card processing entities etc., all of which may be located outside of your country of residence and governed by differing privacy legislation) who perform services on our behalf. As you would expect, certain information must be provided to these suppliers to facilitate your booking(s) and to provide you with service(s) you have requested. These partners and suppliers are located all over Malaysia – you can reasonably expect your personal information to be shared with organizations we work with in Malaysia, and in some cases, to the country of the head office of such Third-Party partner supplier(s) anywhere in the world.

Borneo Calling is dedicated to keeping your personal information secure. We do not share any of our client’s personal data publically or with third-parties, except when the law requires it.

We have implemented various physical, electronic and managerial security procedures in order to protect your information from loss and misuse, and from unauthorized access, modification, disclosure and interference. However, data that is transmitted over the internet cannot be guaranteed to be 100% secured. Although we take every step to ensure that your Personal Data is protected, please take caution when you transmit your Personal Data over the Internet.

The access to your personal and private data is limited to only the authorized employees of Borneo Calling, and also any of the Third-Party suppliers who require your information for the travel services and other services you have requested for. This includes any services you purchase through Borneo Calling or services that we arrange on your behalf such as transportation services, hotel and other accommodations, tour activities, special diet requirements, and tour guides. We have put in place procedures to deal with any suspected personal information breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

We will only retain your data collected for as long as necessary to provide you with the service you have requested. You may, however, have to provide your Personal Data to us again on occasion where it has been deleted.

If you do not consent to the use of your personal data for receiving any Borneo Calling services and marketing materials, kindly inform us and we will proceed to remove your details from our systems. In not doing so, we take it that you confirm that you agree and accept the terms in our Personal Data Privacy notice.

By not providing us with the Personal Data that we request from you, we may not be able to deliver the services you requested for, which may prohibit you to complete your transaction with us, take part on our tours and transfers, as well as purchase items from our store; and so on. If you have paid a deposit but later refuse to provide the necessary Personal Data to us which we require from you to enable us to process the booking (for examples, tour package(s) which requires your passport details), we will not be able to proceed and may lead to cancel your booking, you may not be entitled for a refund of that service.  

Please do not hesitate to contact us if you have any questions with regards to providing your Personal Data when booking or dealing with Borneo Calling. Your Personal Data is not collected unless it is provided to us, which means that you can still contact us, or visit and browse our website www.borneocalling.com without having to provide your Personal Data or information to us.

You can request access to, or the right to view, update, and/or correct your Personal Data, with subject to certain limitations by writing in to info@borneocalling.com or through our Contact Us page.

Please contact us in writing if you would like to review or verify the Personal Data or information you have provided to us, determine whom your Personal Data was disclosed to, amend or to delete any Personal Data information.

You may withdraw your consent to our use of your Personal Data anytime for a reasonable purpose, with subject to legal restrictions and in compliance with the General Data Protection Regulation.

If you refuse or withdraw your consent for any purpose that requires us to execute our product or service contract with you or the Company, we will not be able to provide you, or continue to provide you with the product or service you have requested for, you may not be entitled for a refund of that service. 

The Privacy Policy of our agency partners and other Third-Parties may differ from ours. If you have booked through any Third-Party or agents, you will need to get in touch with that booking agent or the agency with regards to the access, amendment, or deletion of any Personal Data information of yours which they may have.

Our Website Uses Cookies

A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until the expiry date set, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end each user session, when the web browser is closed.

We use Google Analytics to see information on user website activities including, but not limited to page views, source and time spent on website. The information is depersonalized and is displayed as numbers, meaning it cannot be tracked back to individuals. This will help to protect your privacy. Using Google Analytics, we can see what content is popular on our website, and that allows us to be able to generate content you enjoy reading or watching.

We also use the Google AdWords code which enables us to see which pages helped lead to contact form submissions. This allows us to make better use of our paid search budget to reach more of you who may like our content and/or products.

In addition to the above cookies, we use local shared objects, also referred to as flash cookies, on our website. These are used to enhance your user experience, for example, by storing your user preferences and settings, such as your volume/mute settings, and in connection with animated content on our website. Local shared objects are similar to browser cookies, but can store data more complex than simple text. By themselves, they cannot do anything to or with the data on your computer. Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

You can always choose not to receive a cookie file by enabling your web browser to refuse cookies or prompt you before accepting a cookie. You understand that blocking all cookies will have a negative impact upon the usability of many websites. If you block cookies, you will not be able to use all the features on our website. Deleting cookies will also have a negative impact on the usability of many websites.

Links To Other Websites

Our website may contain links to other websites of interest or websites owned or operated by third parties who offer travel-related products and services which do not operate under this Privacy Policy. If you decide to use those links to leave our site, note that these third party websites contain their own privacy policies and practices and their owners or operators are responsible for informing you about their privacy policies and practices. We are not responsible for the privacy policies and practices of websites owned or operated by third parties that are linked to our website. We recommend that you examine the privacy statements of such third party websites to understand how they handle any information which they collect from you and contact its owner or operator if you have any questions or concerns about the third party website. Upon leaving our site, it is not our duty to ensure the protection and privacy of any information you provide whilst visiting such sites.

If you believe that any information we are holding on you is incorrect or incomplete, please email us as soon as possible, at info@borneocalling.com . We will promptly correct any information found to be incorrect.

If you:

• have any questions or feedback relating to your Personal Data or our Data Protection Policy;
• would like to withdraw your consent to any use of your Personal Data as set out in this Data Protection Policy; or
• would like to obtain access and make corrections to your Personal Data records, please contact Borneo Calling as follows:

Email: infor@borneocalling.com

Please note that if your Personal Data has been provided to us by a third party (e.g. a referrer), you should contact that organization or individual to make such queries, complaints, and access and correction requests to Borneo Calling on your behalf.