Titi Eco Farm – Wellness retreat, Organic Fresh Produce and Products | 知知港生态农场 – 生态养生度假、新鲜有机蔬菜与产品

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Policies & Guest Guidelines

We keep our policies clear and simple, so you can focus on enjoying your time with us

At Titi Eco Farm, we believe in keeping things simple, transparent, and welcoming. Below you′ll find our Terms & Conditions, Privacy Policy, House Rules, and other important details. These policies are here to protect both our guests and our farm so that everyone can enjoy a safe, peaceful, and memorable experience.

These Terms & Conditions apply to all services provided by Titi Eco Farm Resort Sdn Bhd, including but not limited to farm stays and retreats, day trips, workshops, product sales, and online orders. By booking a visit, purchasing our products, or using our services, you agree to abide by these Terms.

We may revise these Terms from time to time, and the latest version will always be published on our website.

We offer the following services, each subject to prior booking and confirmation:

Farm Stays & Retreats

  • Standard packages such as our 2D1N Farmcation stay, which includes accommodation, meals, and guided farm activities.
  • Custom retreats designed for groups, companies, schools, or private functions (team building, wellness retreats, family gatherings, educational camps, etc.).
  • Farm experiences and educational tours are part of these packages and tailored to the retreat type.

Day Trips & Workshops

  • Short visits such as our Day Visit Breakfast (Sundays only).
  • Themed farm workshops, cooking sessions, or seasonal experiences.

Farm Produce & Products

  • Farm minishop sales: Guests may purchase farm-fresh produce and products directly at our farm.
  • Wholesale vegetables & products: Supplied to trusted retail, hospitality, and culinary partners.
  • Online sales: Fresh produce and selected products available via our online platform, delivered to supported areas.
  • Advance booking is mandatory. We do not accept walk-ins.
  • All bookings are subject to availability and confirmed only after receiving payment or deposit (where required).
  • Booking confirmation will be sent via email, WhatsApp, or other agreed channels.
  • For custom retreats, specific terms, inclusions, and payment schedules will be discussed and confirmed in writing.
  • Payment methods include bank transfer, e-wallets, or any other options listed on our website.
  • Deposits (if applicable) are non-refundable but may be applied towards rescheduled bookings, subject to availability and our cancellation policy.
  • Full payment may be required for certain packages, events, or online orders.
  • Cancellations and changes must follow Refund, Cancellation & Postponements Policy.
  • Cancellations made within the notice period (stated at time of booking) may be eligible for partial or full refund.
  • No-shows, late arrivals, or early departures are not refundable.
  • Postponement requests are considered case by case and subject to availability.
  • In the event that we must cancel due to weather, emergencies, or unforeseen circumstances, guests will be offered a reschedule or refund.

By booking with us, guests agree to:

  • Provide accurate information (number of guests, dietary needs, event details).
  • Follow all House Rules during their stay or visit.
  • Supervise children and ensure their safety at all times.
  • Treat our staff, animals, and natural environment with respect.
  • Guests enter the farm at their own risk. We maintain safety measures, but farms are living environments with natural hazards (uneven ground, insects, animals).
  • We are not liable for accidents, injuries, or illnesses that occur due to guest negligence or failure to follow instructions.
  • Guests are responsible for their own belongings. We are not liable for lost, stolen, or damaged property.
  • For group or corporate retreats, organizers must ensure participants comply with safety rules and are responsible for the group′s conduct.
  • Facilities (rooms, dining areas, farm spaces) are to be used as per booking inclusions.
  • Unauthorized use of restricted areas or equipment is not allowed.
  • Any damage caused by guests may result in repair/replacement charges.
  • Orders placed online are processed and delivered according to our Shipping & Delivery Policy.
  • Fresh produce is seasonal and subject to availability. Substitutions may be made at our discretion.
  • Customers are responsible for providing accurate delivery addresses and ensuring someone is available to receive orders.
  • All content on our website, marketing materials, and retreat programs (text, images, videos, branding) belong to Titi Eco Farm Resort Sdn Bhd.
  • Guests may not reproduce or use our materials without prior written consent.

These Terms & Conditions are governed by the laws of Malaysia. Any disputes will be resolved under Malaysian jurisdiction.

At Titi Eco Farm Resort Sdn Bhd, we respect your privacy and are committed to protecting the personal information you share with us. This Privacy Policy explains how we collect, use, store, and safeguard your data when you visit our farm, book a stay, attend a retreat, purchase our products, or interact with us through our website.

By using our website, booking our services, or purchasing our products, you agree to the practices described in this policy.

Personal Identification Information

  • Full name, contact number, email, and address (for bookings, orders, and communications)
  • Identification details (if required for group or corporate retreats)
  • Passport details (for non-Malaysians, as required for tourism tax)

Booking & Service Details

  • Dates of stay, package type, number of guests
  • Meal or activity preferences
  • Special requirements for retreats, events, or workshops

Payment Information

  • Payment details when purchasing products or booking services
  • We do not store credit/debit card information; transactions are handled securely through third-party payment providers such as PayPal

Online & Technical Data

  • Website usage data (IP address, browser type, pages visited)
  • Shopping cart and checkout history
  • Order and delivery details for online sales

Wholesale & Partnership Information

  • Business name, contact person, and billing details when working with wholesale or event partners

We process your data only for relevant and legitimate purposes, including:

  • Confirming and managing bookings (farm stays, retreats, day trips, workshops, events)
  • Processing orders and arranging deliveries
  • Contacting you regarding your booking, order, or inquiry
  • Personalizing your experience (dietary preferences, activity interests)
  • Managing wholesale accounts and long-term partnerships
  • Improving our website and services through analytics and feedback
  • Complying with legal obligations, accounting, and recordkeeping
  • Data is stored securely and accessed only by authorized personnel
  • Electronic records are protected with encryption and secure servers
  • Physical records (if any) are kept safely on-site
  • While we take reasonable steps to protect data, no system can guarantee 100% security
  • All data collected is stored securely and only accessed by authorized personnel.
  • Electronic records are protected with encryption and secure servers.
  • Physical records (if any) are stored safely on-site.
  • We take reasonable steps to safeguard your information but cannot guarantee 100% security against cyber risks.

You have the right to:

  • Request access to the personal data we hold about you
  • Correct inaccuracies in your personal data
  • Withdraw consent to marketing communications at any time
  • Request deletion of your data, subject to legal or contractual obligations

For any privacy-related requests, contact us at info@titieco.com.my.

Comments

When visitors leave comments, we collect the data shown in the comments form, along with the visitor’s IP address and browser user agent string for spam detection.

An anonymized hash of your email address may be sent to the Gravatar service to check if you are using it. After comment approval, your profile picture is visible to the public.

Media

If you upload images to our website, please avoid including embedded location data (EXIF GPS), as other visitors may download and extract this information.

Cookies

  • If you leave a comment, you may opt in to saving your name, email, and website in cookies (for convenience, lasting one year).
  • Temporary cookies may be set when visiting the login page or while logged in.
  • WooCommerce uses cookies to keep track of cart contents during browsing and checkout.

Embedded Content

Articles or posts may include embedded content (videos, images, articles, etc.) from third-party sites. These external sites may collect data, use cookies, and track your interactions as if you visited them directly.

What We Collect and Store

While you visit our site, we′ll track:

  • Products you′ve viewed (to show recently viewed items)
  • Location, IP address, and browser type (for taxes and shipping estimates)
  • Shipping address (for shipping cost calculations and deliveries)

When you purchase, we collect:

  • Name, billing/shipping address, phone number, email address
  • Payment details (processed securely via PayPal or other providers)
  • Optional account details (username, password)

We store order information for as long as necessary for tax, accounting, or legal obligations.

Who Has Access

Our team (administrators and shop managers) can access:

  • Order information (what was purchased, when, and where it should be sent)
  • Customer information (name, email, billing/shipping details)

This allows us to fulfill orders, process refunds, and provide customer support.

What We Share

We share information only with third parties necessary to provide store services, such as:

  • PayPal for payment processing (see PayPal Privacy Policy)
  • Delivery and logistics partners (for shipping)

This site uses caching to improve speed and user experience. Cached files are temporary and never shared with third parties, except where required for technical support. Services like QUIC.cloud may temporarily process data — see their privacy policy.

If you subscribe to our newsletter or promotions, we collect your name, email, and relevant preferences.

  • You may unsubscribe at any time through the link in our emails.
  • If third-party services (e.g., Mailchimp) are used, data may be transferred to those providers until unsubscribed or deleted.

Our services are designed for families and groups, but online bookings and purchases are intended for adults. We do not knowingly collect data from children under 18 without parental consent.

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or technology. Updates will be published on our website, and continued use of our services indicates acceptance of the revised policy.

  • All orders are processed within 1–3 working days, subject to product availability and farm operations.
  • For fresh produce, dispatch days are scheduled to ensure maximum freshness. We will notify you if there are any delays due to harvest schedules, weather conditions, or unforeseen circumstances.
  • Direct Orders (Website, WhatsApp, Farm Mini Shop): Deliveries are arranged through our trusted logistics partners or direct drop-off, depending on the order volume and delivery location.
  • Farm Pick-Up: Customers may choose to collect their order directly from our farm during designated hours.
  • Wholesale Orders: Bulk deliveries to trusted partners are scheduled separately and may follow customized delivery arrangements.
  • Standard delivery coverage includes major towns and cities in Malaysia. Remote areas may require additional time or incur extra charges.
  • Estimated delivery timeline: 1–5 working days after dispatch, depending on location and courier capacity.
  • While we strive for timely delivery, delays caused by courier services, weather, or force majeure events are beyond our control.
  • Shipping fees are calculated at checkout or communicated in advance for custom orders.
  • Free or discounted delivery promotions may be offered at our discretion and are subject to terms stated in each promotion.
  • All products are carefully packed to ensure safe transit.
  • Once the parcel is handed to the courier, the risk of loss, delay, or damage passes to the customer.
  • In the case of perishable goods, customers are encouraged to receive and refrigerate items promptly upon delivery.
  • At present, we do not offer international shipping for online retail orders. Wholesale or export arrangements may be considered on a case-by-case basis.
  • Customers are required to inspect their order upon receipt and notify us within 24 hours if an item is damaged, missing, or incorrect.
  • Please provide supporting photos and details so that we can investigate and resolve the issue.
  • Resolutions may include a replacement, refund, or store credit, subject to our discretion and the nature of the product.
  • Due to the perishable nature of most of our products, returns are generally not accepted unless the item is proven defective or delivered in unacceptable condition.
  • Non-perishable products (such as packaged goods or merchandise) may be eligible for return within 7 days of receipt, provided they are unopened, unused, and in original condition.
  • All return requests must be submitted in writing and approved prior to sending items back.
  • For purchases made via third-party platforms such as Shopee, Lazada, or similar marketplaces, all payments, shipping, returns, and refunds are governed by the respective platform’s policies.
  • Once your parcel is dropped off at the designated logistics hub, the responsibility for delivery lies with the courier appointed by the platform.
  • In the event of loss, damage, or delays, customers must file a claim directly through the platform’s resolution center. We will provide proof of packing and drop-off to support your case.
  • Returns or exchanges for marketplace purchases must be initiated through the Shopee/Lazada app or website. Direct returns to the farm without prior platform approval will not be accepted.

For any questions or special delivery requests, please contact us directly via:
📞 +6019 220 7868
📧 info@titieco.com.my

  • All bookings, purchases, and orders are confirmed only upon full payment or as otherwise stated in your invoice.
  • Refunds and cancellations are subject to administrative fees where applicable.
  • Requests must be submitted in writing via email, WhatsApp, or the booking platform used.

Cancellation by Guest:

  • More than 14 days before arrival/event → Full refund (minus processing fees).
  • 7–14 days before arrival/event → 50% refund.
  • Less than 7 days before arrival/event or no-show → No refund.

Postponement:

  • Guests may request to reschedule their booking once, subject to availability, if notice is given at least 7 days before the original date.
  • Rescheduling requests less than 7 days prior will be treated as a cancellation.

Custom Retreats & Group Events:

  • A non-refundable planning fee may apply depending on the size and requirements of the group.
  • Balance must be paid at least 14 days before the event, unless otherwise agreed in writing.
  • Postponements may be allowed at our discretion, depending on availability and operational costs already incurred.

Fresh Produce:

  • Due to the perishable nature of fresh produce, orders are non-refundable once confirmed and packed.
  • If items are damaged or unsatisfactory upon delivery, please refer to our Shipping & Delivery Policy.

Non-Perishable Goods (packaged products, merchandise):

  • Eligible for return within 7 days of receipt, provided the items are unopened, unused, and in original condition.
  • Refunds will be issued after we receive and inspect the returned items. Shipping costs are borne by the customer unless the item was faulty or incorrect.

Online Marketplace Orders (Shopee, Lazada, etc.):

  • Returns and refunds must be processed through the respective platform’s system in accordance with their policies.
  • Orders are confirmed only after agreement between our sales representative and the customer.
  • No deposit is collected. Instead, a payment term will be agreed upon at the time of confirmation, which may include:
    • Cash term → Payment before delivery.
    • 7-day term → Payment within 7 days after delivery.
    • End-of-month term → Payment by the end of the same invoice month.
  • Customers are required to make payment according to the agreed term stated in the invoice.
  • Cancellations after confirmation may be subject to charges for any harvesting, packing, or logistics costs already incurred.
  • In rare cases where we must cancel due to extreme weather, safety issues, or unforeseen farm operations, guests/customers will be offered the option of:
    • Full refund, or
    • Postponement to a new agreed date at no extra charge.
  • We are not liable for cancellations or postponements caused by events beyond our reasonable control (e.g., natural disasters, pandemics, government restrictions). In such cases, we will work with you to reschedule where possible, but refunds may not apply.
  • Approved refunds will be processed within 7–14 working days, depending on your bank or payment provider.
  • Refunds will be issued via the original payment method unless otherwise arranged.
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