Terms of service

Effective date: 8 September 2026

These Terms of Service govern your use of pavilionhotelkl.shop (the “Store”) and purchases made from Pavilion Hotel Kuala Lumpur, managed by Banyan Tree (“Pavilion Hotel Kuala Lumpur”, “we”, “us” or “our”). By using the Store or placing an order, you agree to these Terms, our Privacy Policy, Return and Refund Policy, Shipping Policy, and any product-specific conditions displayed before purchase.

1. Eligibility and account information
You must be legally capable of entering into a contract and must provide accurate, complete and current billing, contact and recipient information. You are responsible for safeguarding your account credentials and for activity carried out through your account.

2. Products, experiences and availability
Product images and descriptions are provided as accurately as reasonably possible. Colours and presentation may vary by device, and food presentation or seasonal components may vary without materially changing the purchased offering. All products, dining experiences, spa experiences and e-vouchers are subject to availability. We may limit quantities, withdraw an item, correct an error, or decline or cancel an order. If we cancel after payment, we will refund the affected amount to the original payment method.

3. Orders and acceptance
An order confirmation acknowledges receipt of your order; it does not by itself guarantee acceptance or availability. An order is accepted when we confirm fulfilment or issue the relevant e-voucher. Please check all names, dates, contact details, delivery information and product selections before paying.

4. Prices and payment
Prices are stated in Malaysian Ringgit (MYR). Applicable taxes and delivery charges, if any, are shown at checkout. Payment must be completed using a payment method offered at checkout. If a price or product detail is clearly incorrect, we may contact you to confirm the corrected order or cancel and refund it.

5. E-vouchers and experiences
Each e-voucher is subject to the validity period, inclusions, exclusions, booking requirements, blackout dates and cancellation conditions shown on its product page or voucher. Advance reservation is required unless expressly stated otherwise. Redemption is subject to availability. Vouchers must be presented as instructed and cannot be exchanged for cash. Lost, copied, altered, expired or already redeemed vouchers may be declined. Unless the product states otherwise, promotions and vouchers cannot be combined.

6. Physical items, collection and delivery
Physical products may be offered for hotel collection or delivery to eligible Kuala Lumpur and Klang Valley locations. Available methods, fees and timing are shown at checkout or on the product page. You are responsible for providing accurate delivery and recipient details and for ensuring someone is available to receive the order. Risk passes to you when the order is collected or delivered to the stated recipient or authorised person.

7. Changes, cancellations and refunds
Changes, cancellations, returns and refunds are governed by our Return and Refund Policy and any conditions stated on the relevant product or voucher. Nothing in these Terms excludes rights that cannot lawfully be excluded under applicable Malaysian law.

8. Acceptable use
You may use the Store only for lawful personal or business purchasing purposes. You must not misuse the Store, interfere with its security or operation, attempt unauthorised access, introduce malicious code, scrape content at scale, impersonate another person, submit fraudulent orders, or use Store content in a way that infringes another party’s rights.

9. Intellectual property
Store content, including text, photography, graphics, logos, design and trademarks, is owned by or licensed to Pavilion Hotel Kuala Lumpur, Banyan Tree, Shopify, or their respective rights holders. You may view and use the Store for its intended purpose, but may not reproduce, distribute, modify or commercially exploit its content without prior written permission or a lawful exception.

10. Third-party services and links
The Store is hosted by Shopify and may use third-party payment, delivery, booking or technology providers. Third-party services and websites may have their own terms and privacy practices. We are not responsible for third-party content or services outside our reasonable control.

11. Privacy
Personal information is handled as described in our Privacy Policy. By submitting recipient details, you confirm that you are authorised to provide them for fulfilment of the order or voucher.

12. Disclaimers and limitation of liability
We aim to keep the Store accurate and available, but uninterrupted or error-free access cannot be guaranteed. To the fullest extent permitted by law, Pavilion Hotel Kuala Lumpur will not be liable for indirect, incidental or consequential loss arising from use of the Store or a purchase. Our total liability relating to an order will not exceed the amount paid for the affected order. These limitations do not apply where liability cannot legally be excluded or limited.

13. Indemnity
To the extent permitted by law, you agree to indemnify Pavilion Hotel Kuala Lumpur against losses reasonably arising from your unlawful use of the Store, fraud, or material breach of these Terms.

14. Changes to these Terms
We may update these Terms for operational, legal or regulatory reasons. The revised version will be posted with a new effective date. Terms applicable to an accepted order are those in effect when the order was placed, unless a change is required by law.

15. Severability and waiver
If any provision is held invalid or unenforceable, the remaining provisions continue in effect. A failure to enforce a provision is not a waiver of our right to enforce it later.

16. Governing law
These Terms are governed by the laws of Malaysia. Disputes are subject to the jurisdiction of the courts of Malaysia, without limiting any mandatory consumer rights that apply.

17. Contact
Pavilion Hotel Kuala Lumpur, managed by Banyan Tree
Owned by Harmoni Perkasa Sdn Bhd (383730-P)
170 Jalan Bukit Bintang, 55100 Kuala Lumpur, Malaysia
Telephone: +60 3 2117 2888
Email: pavilionhotel-kualalumpur@banyantree.com