Terms of service

TERMS OF SERVICE

Last updated: 28 August 2026

These Terms of Service govern access to and use of banyantreekl.shop (“the Site”) and purchases made through the Banyan Tree Kuala Lumpur eShop.

The Site is operated by Harmoni Perkasa Sdn. Bhd., trading as Banyan Tree Kuala Lumpur (“Banyan Tree Kuala Lumpur”, “we”, “us” or “our”).

By accessing the Site, creating an account or placing an order, you agree to these Terms of Service, together with our Privacy Policy, Delivery & Collection Policy, Refund & Cancellation Policy and any product-specific terms displayed on the Site. If you do not agree, please do not use the Site or place an order.

USE OF THE SITE

You agree to use the Site only for lawful purposes and in accordance with these Terms.

You must not:

• Use the Site for fraudulent, unlawful or unauthorised purposes.

• Attempt to interfere with the security or operation of the Site.

• Introduce viruses, malicious code or other harmful material.

• Copy, reproduce or commercially exploit Site content without written permission.

• Use false information or another person’s payment details without authorisation.

• Misuse, duplicate, reproduce or resell vouchers or promotional codes.

We may restrict or suspend access to the Site where we reasonably believe that these Terms have been breached, fraudulent activity has occurred, or the security of the Site or another person may be at risk.

ELIGIBILITY AND CUSTOMER INFORMATION

You must be legally capable of entering into a binding contract to place an order.

You are responsible for ensuring that all information provided at checkout is complete and accurate, including your name, telephone number, email address, delivery address, collection details and recipient information.

If you create a customer account, you are responsible for maintaining the confidentiality of your login details and for notifying us promptly if you believe that your account has been used without permission.

PRODUCTS AND SERVICES

The Site may offer:

• Dining and experience vouchers.

• Whole cakes and other perishable items.

• Banyan Tree Gallery products.

• Seasonal gifts and festive items.

• Other products or experiences introduced from time to time.

We aim to present product descriptions, photographs, prices, inclusions and availability as accurately as reasonably possible. Images are for illustration purposes, and colours, presentation, packaging or finishing may vary slightly from what is displayed due to lighting, screen settings, seasonal availability or the handmade nature of certain products.

Product-specific inclusions, validity periods, redemption conditions, preparation lead times, blackout dates and other restrictions displayed on the relevant product page form part of these Terms.

DINING AND EXPERIENCE VOUCHERS

E-vouchers are issued electronically to the email address selected during purchase, generally within 24 hours of successful payment confirmation.

Customers are responsible for entering the correct purchaser and recipient email addresses. If a voucher is not received within the stated period, please check the spam or junk folder before contacting us with the order number.

Unless otherwise stated on the product page:

• Advance reservations are required and remain subject to availability.

• The voucher must be presented at the time of redemption.

• The voucher is valid only during its stated validity period.

• Expired vouchers may not be extended.

• Vouchers cannot be exchanged for cash.

• Vouchers may not be used with another promotion, discount or privilege.

• Any unused balance may be forfeited where partial redemption is not permitted.

• Lost, stolen, duplicated, altered or unauthorised vouchers may not be replaced.

We may request the order number, purchaser’s details or other reasonable information to verify a voucher before redemption or reissuance.

Product-specific voucher conditions will take precedence where they differ from these general provisions.

WHOLE CAKES AND PERISHABLE ITEMS

Whole cakes and other perishable products require the minimum advance notice stated on the product page. Orders placed without sufficient notice may be declined and refunded.

Customers must select an available fulfilment date and time and provide accurate collection or delivery information. Requests to amend the date, time, inscription, size or other details are subject to availability and must be made before preparation begins.

Minor variations in colour, decoration, finishing and presentation may occur. These variations do not constitute a defect where the product remains consistent with its description and the agreed order.

Customers are responsible for checking allergen and dietary information before ordering. Although reasonable care is taken, products may be prepared in environments where common allergens are handled. Please contact us before purchasing if you require further information.

Perishable items that are not collected or received on the confirmed date due to customer unavailability may not be eligible for replacement or refund.

PHYSICAL PRODUCTS

Physical products are subject to stock availability. Please inspect your order upon receipt or collection.

If an item is incorrect, damaged, defective or materially different from its description, please contact us promptly with the order number and supporting photographs. We will assess the matter and arrange an appropriate repair, replacement, redelivery, refund or other remedy in accordance with applicable requirements.

Nothing in these Terms limits any consumer right or remedy that cannot lawfully be excluded.

PRICES AND CHARGES

All prices are stated in Malaysian Ringgit (MYR).

Prices are inclusive of prevailing taxes unless otherwise indicated. Delivery charges and other applicable fees are displayed separately before an order is submitted.

We may change prices at any time, but a price change will not affect an order that has already been accepted.

If a product is displayed at an incorrect price because of a genuine technical, administrative or system error, we may contact you before fulfilment to offer the option of proceeding at the correct price or cancelling the affected item for a refund. We will not charge a higher price without your agreement.

PAYMENT

Available payment methods are displayed at checkout and may change from time to time.

By submitting an order, you confirm that you are authorised to use the selected payment method and authorise the relevant payment provider to process the amount shown at checkout.

Payment is subject to validation and authorisation by the payment provider. We are not responsible for a delay caused by a bank or payment provider declining or delaying authorisation, but we will assist where reasonably possible.

Payment information may be processed by Shopify and third-party payment providers in accordance with their respective terms and privacy practices. We do not directly store complete card details submitted through the checkout.

ORDERS AND ACCEPTANCE

Submitting an order is an offer to purchase the selected products or services. An automated acknowledgement confirms that we have received the order but does not necessarily mean that it has been accepted.

An order is accepted when we confirm the order and begin fulfilment, issue the relevant e-voucher or otherwise confirm acceptance.

We may decline or cancel an order before fulfilment where:

• The product is unavailable.

• Payment cannot be authorised.

• The order information is incomplete or inaccurate.

• The order appears fraudulent or unauthorised.

• A pricing or product-information error has occurred.

• Fulfilment would breach applicable law or operational requirements.

If we cancel a paid order, the affected amount will be refunded to the original payment method.

PRODUCT AVAILABILITY AND SUBSTITUTIONS

All orders are subject to availability.

If an item becomes unavailable after an order is placed, we will contact you to offer:

• A suitable alternative of comparable value.

• A revised fulfilment arrangement.

• Cancellation of the affected item with a refund.

No material substitution will be made without the customer’s agreement.

DELIVERY AND SELF-COLLECTION

Delivery, digital fulfilment and self-collection are governed by our Delivery & Collection Policy and the information displayed on the relevant product page.

Delivery is available only to the areas shown at checkout. Estimated processing and delivery periods are not guaranteed delivery appointments unless expressly stated.

Customers must ensure that someone is available to receive a delivered order. If delivery is unsuccessful because of incorrect information or recipient unavailability, redelivery may be subject to availability and additional charges.

Collection orders must be collected from the location stated in the order confirmation on the confirmed date and during the selected time slot. Proof of order may be requested.

CANCELLATIONS, RETURNS AND REFUNDS

Cancellations, amendments, returns, exchanges and refunds are governed by our Refund & Cancellation Policy and any product-specific conditions.

Because different products require different preparation and fulfilment arrangements:

• Issued e-vouchers may be non-refundable except where required by law or where we are unable to provide the purchased experience.

• Whole cakes, perishable items and personalised products may not be cancelled once preparation has begun.

• Dated dining experiences or seasonal items may be subject to a stated cancellation deadline.

• Physical products may qualify for a remedy where they are defective, damaged, incorrect or materially different from their description.

Approved refunds will be returned to the original payment method. The time taken for funds to appear may depend on the customer’s bank or payment provider.

PROMOTIONS AND DISCOUNT CODES

Promotions and discount codes are subject to their stated validity periods and conditions.

Unless otherwise stated:

• Only one promotion or discount code may be used per order.

• Promotions cannot be combined with other discounts, privileges or offers.

• Promotional benefits are not exchangeable for cash.

• Promotions apply only to eligible products and during the stated period.

• We may withdraw or amend a promotion where required by law, operational circumstances or a genuine error.

Orders placed before a promotion begins or after it ends are not eligible for retrospective adjustment.

GIFT MESSAGES AND RECIPIENT INFORMATION

Where gift-message or recipient fields are available, customers are responsible for ensuring that the submitted content and recipient information are accurate and appropriate.

We may decline to reproduce a message that is unlawful, abusive, discriminatory, threatening, obscene or otherwise inappropriate.

By providing a recipient’s information, you confirm that you are authorised to provide it for the purpose of fulfilling the order.

INTELLECTUAL PROPERTY

All Site content, including text, photographs, graphics, logos, designs, videos, software, layout and trademarks, is owned by or licensed to Banyan Tree Kuala Lumpur, Banyan Group or the relevant rights holder and is protected by applicable intellectual-property laws.

You may access and use the Site for personal, non-commercial shopping purposes. You must not reproduce, distribute, modify, publish, sell, license or commercially exploit Site content without prior written permission from the relevant rights holder.

THIRD-PARTY SERVICES AND LINKS

The Site may contain links to or integrations with services operated by third parties, including Shopify, payment providers, delivery providers and external websites.

We are not responsible for the content or independent privacy practices of a third-party website. Third-party services may be governed by separate terms. This does not affect our responsibility for obligations that cannot lawfully be excluded.

PRIVACY

Personal information is collected, used and disclosed in accordance with our Privacy Policy and applicable Malaysian data-protection requirements.

Please review the Privacy Policy before providing personal information through the Site.

LIMITATION OF LIABILITY

To the fullest extent permitted by law, Banyan Tree Kuala Lumpur will not be liable for indirect, incidental or consequential loss that was not reasonably foreseeable and did not arise directly from our breach of these Terms.

We are not responsible for loss caused by:

• Inaccurate information provided by the customer.

• Use of a voucher by an unauthorised person where the unauthorised use was not caused by us.

• Failure to follow redemption, storage, collection or product-care instructions.

• Circumstances beyond our reasonable control.

Nothing in these Terms excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability, right or remedy that cannot lawfully be excluded or limited.

CIRCUMSTANCES BEYOND OUR REASONABLE CONTROL

We will not be responsible for a delay or failure caused by circumstances beyond our reasonable control, including severe weather, natural disasters, road closures, government restrictions, interruption of utilities, widespread system failures or disruption to third-party delivery networks.

Where an order is affected, we will take reasonable steps to notify the customer and offer an appropriate revised arrangement, alternative or refund where the order can no longer be fulfilled.

CHANGES TO THE SITE AND THESE TERMS

We may update the Site, products, policies or these Terms from time to time. The latest version will be published on the Site with its effective date.

Changes will apply to future use of the Site and future orders. The terms applying to an accepted order will generally be those in effect when the order was placed, unless a change is required by law or agreed with the customer.

SEVERABILITY AND NO WAIVER

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

If we do not immediately enforce a provision of these Terms, this does not constitute a waiver of our right to enforce it later.

GOVERNING LAW

These Terms are governed by the laws of Malaysia.

Any dispute will be subject to the jurisdiction of the courts of Malaysia, without limiting any right a consumer may have to pursue a claim through the Tribunal for Consumer Claims Malaysia or another competent authority.