Terms of Booking

“Palace”, “we”, “us” and “our” refer to the Palace of the Golden Horses, Jalan Kuda Emas, Mines Wellness City, 43300 Seri Kembangan, Selangor, Malaysia. “Guest”, “you”, and “your” refer to the purchaser of a ticket and every named attendee on the booking. “Event” refers to any showing, performance, dinner, function, or experience listed on this website.

• All bookings are subject to availability and confirmation. A booking is considered confirmed only when payment has been received in full and a reference number has been issued.
• Each ticket is valid for one named guest on the date, time, and seat printed on the ticket. Tickets are not transferable to another date or performance without express written approval from the Box Office.
• Digital tickets are delivered by email shortly after payment. It is your responsibility to ensure the email address provided is correct and that the ticket email is not blocked by your mail provider.
• We reserve the right to cancel any booking obtained through misrepresentation, fraudulent payment, or in breach of these terms, with or without refund.

• All prices are quoted in Malaysian Ringgit (MYR) and are inclusive of applicable service charges and government taxes unless explicitly stated otherwise.
• We accept FPX online banking, debit and credit cards, and selected e-wallets through our payment partner. Tickets are not released until the payment provider confirms a successful charge.
• Promotional codes and member discounts must be applied at checkout. Discounts cannot be added to a booking retroactively.

Our refund and rescheduling policy is set out in full on our FAQ & Refunds page. In summary:

• More than 14 days before the event — guests may request a full refund or a one-time reschedule to another performance of equal value, subject to availability.
• Between 14 and 48 hours before the event — a 50% refund is available; rescheduling is offered subject to a small administrative fee.
• Less than 48 hours before the event — bookings are non-refundable and non-transferable.
• If the Palace cancels or materially changes an event, affected guests will be offered a full refund or a complimentary ticket to a comparable performance.

• Doors open one hour before curtain. Latecomers may be seated only at a suitable break in the performance, at the discretion of front-of-house staff.
• Age restrictions, where applicable, are stated on the event listing. Guests under the stated minimum age will not be admitted, and no refund will be issued.
• Unless stated otherwise, the dress code is Smart Formal. The Palace reserves the right to refuse entry to guests in attire deemed inappropriate for the venue.
• A valid government-issued photo ID may be requested at entry. Guests should be prepared to present the booking reference number or QR code at the door.

• Photography, audio, and video recording of live performances are not permitted unless expressly authorised. Mobile devices must be set to silent throughout the performance.
• Outside food and beverage may not be brought into the Grand Ballroom or Grand Music Salon. Curated dining and beverage service is available throughout the venue.
• Guests are expected to behave in a manner that respects performers, staff, and other attendees. We reserve the right to remove any guest whose conduct is disruptive, threatening, or unlawful, without refund.

• Guests with mobility, hearing, or visual requirements are warmly encouraged to contact the Box Office in advance so that suitable seating and assistance can be arranged.
• By attending, you acknowledge that live performance environments may include theatrical lighting effects, amplified sound, haze, and other sensory elements. Specific advisories will be noted on the event listing where relevant.
• In the unlikely event of an emergency, please follow the directions of venue staff and clearly marked exit signage.

We collect the information you provide at booking (name, email, phone number, and payment details) solely to confirm your booking, issue tickets, send service-related communications, and meet legal and financial reporting obligations. Your data is processed in accordance with Malaysia’s Personal Data Protection Act 2010 and is never sold to third parties. You may request a copy or deletion of your data by writing to the Box Office.

The Palace is not liable for personal belongings lost, stolen, or damaged on the premises. To the maximum extent permitted by law, our total liability arising from any single booking is limited to the value of that booking. Nothing in these terms excludes liability for death or personal injury caused by our negligence, or for fraud.

These terms are governed by the laws of Malaysia, and any dispute arising in connection with them shall be subject to the exclusive jurisdiction of the courts of Kuala Lumpur.

For any questions about these terms or about an existing booking, please reach the Box Office at events@palaceofthegoldenhorses.com or call +60 3-8946 4888 (Mon–Sun, 9am–9pm MYT).