• Support & Enquiry

  • How can I book a tour package on Troogles?
    • Visit www.troogles.com
    • Enter the tour or activity that you are searching for in the search bar.
    • Choose the tour package you want, and email us with accurate information, which will allow us to contact you.
    • There should be a call back within 48 hours after the form submission.

    There are also some cases where you can book the tour packages immediately and pay for it online. The voucher will be sent to you via email once your payment is processed

    For more details, feel free to email us at care@troogles.com.

  • How can I contact Troogles over the phone or email for support and enquiries?

    If you have a booking or sales enquiry, where you want to learn more about a tour or a package, please email us at care@troogles.com. We are happy to help!

    If you would like some on-ground support, please contact the vendor directly or you can call the support helpline number mentioned on the booking voucher sent to you. (Note: Support Helpline is only applicable for customers who have booked with Troogles.)

    We will gladly help you resolve your issue(s).

    All Support contact details are printed on your booking voucher sent to you from care@troogles.com.

    Troogles advise you to contact your tour operators for:

    • All matters related to how the trip will be executed
    • Permission(s) required for treks or wildlife tours
    • Change(s) in pick up venue and pick time
    • Information regarding “Things to pack or carry”
    • More details regarding the trip (E.g. difficulty level, food and transport arrangement.)

    When should you contact Troogles Support Team?

    • Your tour operator is uncontactable
    • You have problems communicating with the tour operator
    • You want to cancel a booked tour
    • You want to buy more tickets for the same tour packages
    • You did not get what was stated in “Inclusions”
    • You want to provide feedback regarding the tour operator
  • I cannot write a review or upload pictures or write travel tips?

    We are sorry you have to experience this issue. Please let us know your browser type and email ID by submitting a ticket here, we will get back to you as soon as possible. Thank you.

  • I have filled up the “Send Enquiry” form, asking about a specific tour, but I did not receive any call or reply

    We are sorry you have to experience this issue, we assure you that this usually does not happen. We would love to help you with this issue directly, please Whatsapp us at +6010 363 9303. We will be happy to help!

    You can also submit a ticket here, stating your enquiry along with your contact number. We will gladly call you back to resolve your query.

  • I have specific, custom requirements, what should I do?

    If this is a new booking enquiry, or you would like to know if the tour you are interested in can accommodate your custom requirements, please Whatsapp us at +6010 363 9303. We will gladly answer all your enquiries. You can also submit a ticket here, stating your enquiry along with your contact number. We will be happy to call you back to assist you.

  • I have a specific team outing / MICE requirement, what should I do?

    If this is a new booking enquiry, or you would like to know if the tour you are interested in can accommodate your specific requirements (i.e. corporate bookings), please Whatsapp us at +6010 363 9303. We will gladly answer all your enquiries and assist you.

  • My tour vendor or operator is not reachable / phone switched off / not answering. What should I do?

    If this is the case, please call us on our support helpline number immediately. You can find this number on the confirmation voucher sent to your email, the Troogles team will attend to you as soon as possible.

    You can also submit a support ticket here. Our customer helpline will gladly help you resolve all your issues.

  • My tour vendor or operator is requesting for more money for the same package, what should I do?

    If you have already made the full payment to Troogles Platform, yet the vendor is asking for more money, please submit a support ticket here immediately, or call us at our support helpline number, which can be found on the confirmation voucher sent to your email. We will try our best to support you immediately

  • I am unhappy after the tour and want to file a complaint against the tour vendor or operator.

    We are sorry you had a bad experience. You can submit a ticket here. Your honest feedback will definitely help us in improving our systems and processes.

    As a platform, Troogles will investigate this matter and take necessary steps against the tour vendor or operator to serve you and all our other customers better.

    Please do take note that Troogles is an online booking platform, which allows different tour operators and service providers to list their services and tour packages. However, the execution of the tour is solely the responsibility of the tour vendor or operator. If you want to take the complaint legally, you can do so against the tour vendor or operator. Troogles, as a platform will support as and when required.

  • I need a SST Invoice for my booking.

    If you require a SST invoice for your booking, please fill up the required information here. We will send you the SST invoice within the next 48 hours, after you have submitted the form.

  • Payments, Refunds, and Cancellations

  • What is Troogles’ Cancellation Policy?

    Troogles is a booking platform, hence, the Cancellation policies are as based on the tour vendors’ or operators’ terms. Please refer to the Refund Policy regarding tour packages here. Additionally, Troogles will deduct a 5% platform charge.

    You can proceed to submit a support ticket after reviewing the cancellation policies.

  • How can I cancel or make a partial cancellation after I have made my booking, on Troogles?

    All cancellations are based on the cancellation policy regarding the tour packages or services that you have booked. Please review the cancellation policy, which is stated on the booking voucher sent to your email for more information. If you would like to proceed with the cancellation or partial cancellation after reviewing the cancellation policy, please submit a ticket here, with the subject “ Booking Cancellation”, and provide the full details of your booking. We will try to assist you at the soonest possible time.

  • How can I cancel my booking if I booked with one of Troogles’ vendor or operator?

    If you have made a booking directly with one of our vendors or operators, you will have to contact the said vendor or operator directly to process your cancellation. The vendor or operator’s terms and conditions will be applicable in these circumstances.

  • How long is the refund process at Troogles?

    All refunds (if due), are expected to take at least 15 days to 45 days to be processed. The refund will be done with the same payment method used when booking, after deducting any incurred cancellation charges and/or actual bank charges for refund, for any services booked in advance and cancelled as per booking policy. 15-45 days is required for the refund amount to reflect in the client’s account.

    You also have the option to keep the refunded money in your Troogles account. If you choose to do so, you will be issued a credit certificate and can utilise the credits within 24 months.

    If you have not received the refund after the mentioned time frame, please submit a support ticket here. We appreciate your understanding and patience, and look forward to serving you again.

  • How can I pay for my tour packages on Troogles?

    You can use Credit/Debit cards and Internet Banking to pay for all tour packages on the Troogles Platform.

  • It is stated that my payment failed, but the amount was deducted from my account. What should I do?

    Payments usually fail when your bank declined the transaction, and it should be reflected in your account summary according to your bank’s policy. If your bank transaction displayed that the amount is deducted from your account, yet you received an email stating payment failure, please submit a ticket here. We will try our best to resolve your issue as soon as possible.

  • Can I reschedule my booking to a different date?

    Of course. You can call us at +603 7496 7456, so we can help you reschedule your booking.

  • Booking Related Queries

  • I want to reschedule my tour.

    Please submit a ticket here or contact us at +603 7496 7456, to reschedule your booking. We will be more than happy to assist you.

  • I want to book a tour for today.

    When you book tours on Troogles, we will place your order to the respective vendor/operator for confirmation. The booking processing time is around 24 hours. If you want to book a tour for today or now, we suggest you to book tours that have “ Instant Book” features, or call us at +603 7496 7456 to confirm availability before placing your order. We will help you arrange the booking to the best of our ability.

  • I have made a booking online, but I have not received my booking voucher or any other details.

    We’re sorry you have this issue. Have you checked your spam folder? Sometimes the booking voucher might go into your spam folder, so please do check it. The booking processing time is 24 hours. If you still did not receive any booking voucher after 24 hours, please click here to submit a ticket, and mention your name and contact number. Our customer service representatives will get in touch with you as soon as possible.

    Thanks for being patient!

  • If the tour I want to book displays the message ‘tour not available’, what should I do? How can I still take this tour?

    Oops. If you see this message, that means that the tour is not available right now, probably because it is fully booked. Perhaps you can try checking the availability of the tour for another date.

    We at Troogles want to help you tick off your bucket list, so we are working hard to make more tours available to you. Do come back and check on for more updates!

  • I want to gift an experience to someone. What should I do?

    Wow, that’s really nice of you! You can now gift your loved ones a great experience following these steps:

    • Click here.
    • Customise your gift card for your recipient.
    • Fill in the necessary details.
    • Send the gift card!

    If you have any further questions about the gift card, you can click here to submit a support ticket.

    Happy Gifting! We hope your friend or family loves the gift.

  • My coupon code is not working. What should I do?

    Oh no! Perhaps you could check the coupon’s terms and conditions. The coupon could be valid for a limited period only, or for a one-time use only, or it is only valid for specific tours.

    If you have checked the coupon and it is found to be valid, but is still not working, please click here to submit a complaint ticket.

    Our customer service representatives will gladly get back to you as soon as possible, to resolve this issue.

  • I have made a booking online and received the booking voucher. I want to know the timing or booking slot, who should I contact?

    There is a section with the tour vendor/operator details in your booking voucher email. Please contact your respective tour vendor or operator directly for slot booking, timing, and/or location related matters.

    If you have yet to receive a booking voucher after 24 hours of booking, please check your spam emails, the booking voucher might be there. If you still do not see the booking voucher email in the spam folder too, please Whatsapp us at +6010 363 9303, we will be glad to assist!

  • I received an email saying that my booking has been cancelled.

    Oh no! There may have been some unforeseen circumstances that caused your booking to be cancelled. If the booking was rejected by the tour vendor/operator, then Troogles will initiate the refund of the entire sum paid in accordance to our Refund Policy. The whole process will usually take around 15-45 days. Thank you for your understanding and patience.

  • I want to gift a gift voucher to someone. What should I do?

    Wow, that’s really nice of you! You can now gift your loved ones a great experience following these steps:

    • Click here
    • Customise your gift card for your recipient.
    • Fill in the necessary details.
    • Send the gift card.

    If you have any further questions about the gift voucher, you can click here to submit a support ticket.

    Happy Gifting! We hope your friend or family loves the gift voucher.

  • Can I combine coupon codes together?

    Unfortunately no. You cannot combine coupon codes together to get both discounts in a single receipt.

  • How can I contact the tour vendor/operator?

    There is a section with the tour vendor/operator details in your booking voucher email. You can contact them by the contact information stated there.

  • How can I check the Troogles credit balance of my account?

    Login to your Troogles account, go to “My Profile”, and select “Wallet”. Your remaining Troogles credit will be displayed for you to see.

  • I am supposed to receive cashback after my booking. When will the cash back be credited into my account?

    Your cashback will be automatically credited into your account within 7 working days after your trip is completed. If you still did not receive the cashback, please submit a support ticket here. We will gladly assist you.

  • I have just made a booking, but the booked tour is not showing under the “Booking” section of my profile.

    It seems like your booking is pending confirmation. When you make a booking on Troogles, we will place your order to the respective tour vendor/operator for confirmation. The booking processing time is 24 hours. Once the tour vendor/operator confirms your booking, then only you will see the tour under your “Booking” section.

    If it has been more than 24 hours, but your booking is still not showing, please click here to submit a ticket.

  • How can I request for a trip extension?

    Enjoying your vacation and don’t want to come back so soon? Just call us at +603 7496 7456, or click here to submit a ticket to extend your trip.

    If you have a new booking enquiry or want to know more about a tour or a package, please Whatsapp us at +6010 363 9303, we will be more than happy to assist you.

  • Reviews

  • I am very happy with my tour! Where can I leave a review?

    That is wonderful! We are glad that you had a great holiday. Please write a review of your trip on the Booking page and other various portals such as Google, Tripadvisor, and Facebook. Your positive reviews are much appreciated!

  • For tour vendors/operators

  • How can I become a Troogles tour vendor or operator?

    All tour vendors and operators listed on Troogles are among the best and pioneers in their respective fields. We have a due diligence system that all our vendors and operators have to go through, before being onboard with us.

    If you would like to come onboard Troogles as a vendor or an operator, please fill up the form here, and provide us the necessary details, such as your company details, package details and testimonials to validate your credentials. Our team will go through these details and get back to you on how we can proceed to work together.

  • How can I pull my listing down on Troogles?

    Please click here to submit a ticket with the vendor team and provide a valid reason as to why you would like to pull down your listing. If your reason is justified, we will pull down your listing within 72 business hours.

  • How can I feature my tours and add promotions to it on Troogles?

    You are required to share the full package details of your tour with the product team. Then, the team will go through the information provided and evaluate if your package is suitable to be featured.

    If your package is deemed suitable, it will be promoted across different channels in accordance to Troogles’ marketing strategies.

  • How can I edit my tours on Troogles?

    Troogles will provide all vendors/operators a test link to check the details of the tours, before it is made live on Troogles. If you have an issue after the tour is live on Troogles, please click here to submit a ticket with the vendor team on your issues and concerns. If your reason is justified, we will pull down your listing within 72 business hours.

  • What language can I list my tour in on Troogles?

    All tour details has to be listed in English, in order for it to be accessible for everyone.

  • My image(s) are being used by another vendor/operator. What should I do?

    If you are very sure that your image(s) is being misused by another vendor/operator, please click here to submit a ticket to the products team. The products team will conduct an investigation. If it is found that the vendor/operator is at fault, we will remove the images within 72 business hours.

  • I have an issue with receiving my payment on time and/or issues with the process. What should I do?

    All payment terms have been listed clearly in the Agent’s Term. However, if you still feel that there is a discrepancy or if there has been a delay, please click here to submit a ticket to the vendor team. We will get back to you as soon as possible. Thank you for your patience.

  • What should I do if the reviews on my listings are not genuine?

    All reviews received from Troogles customers are thoroughly vetted and validated by a moderator before being published onto the listing. If you have any concerns or feel that there is a discrepancy, please click here to submit a ticket. We will address this issue within 72 business hours.

  • I am unhappy about the process on Troogles, what should I do?

    All processes on Troogles are developed to ensure an efficient service. We appreciate your feedback on our processes and are willing to improve or enhance our processes to provide a better service to you and our customers. Please click here to submit a ticket to the vendor team, if you notice any discrepancy. We will get back to you on this issue within 72 business hours. Thank you for your patience.

  • My tour is listed on Troogles with someone else’s name, what should I do?

    At Troogles, we conduct strict quality checks to ensure that all information that we publish are accurate and genuine. If you find a tour vendor/operator that misused your tour details, please click here to submit a ticket to the vendor team and provide necessary proof of ownership of the tour. We will get back to you on this issue within 72 business hours. Thank you for your patience.
















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