Refund Processing Time
Approved refunds will be processed within 7-10 business days from the date of cancellation request. Refunds will be issued to the original payment method used for booking.Passenger Eligibility & Denied Boarding Policy
For the safety of all passengers and in accordance with our insurance coverage requirements, certain individuals are not permitted to participate in our tours. These restrictions are clearly displayed on every tour page and during the checkout process. It is the customer's responsibility to review and comply with these requirements before booking.The following individuals are NOT covered by our insurance and cannot participate:- Pregnant women (at any stage of pregnancy)
- Passengers over 70 years of age
- Children under 3 years of age
- Individuals with back injuries, chronic back problems, or spinal conditions
- Individuals with heart conditions, cardiovascular disease, or related medical issues
By completing your booking, you certify that all passengers in your booking meet these eligibility requirements. If a passenger arrives for check-in and is found to violate any of these restrictions, boarding will be denied and no refund will be issued. Age verification may be requested for passengers appearing to be over 70 years of age.Partial Group Denial: If you are traveling in a group and one or more passengers are denied boarding due to eligibility violations, only the non-compliant passengers will be denied boarding. Eligible passengers in the same booking may still participate in the tour. For example, in a group of 4 passengers where one passenger is pregnant and another is 80 years old, those two passengers will be denied boarding and will not receive refunds, but the remaining two eligible passengers may proceed with the tour as booked.Important Note on Medical Conditions: While pregnancy and age are easily verifiable at check-in, we recognize that back injuries and heart conditions are not always visible. We rely on the honesty and integrity of our customers to accurately disclose these conditions before booking. However, if a passenger declares a restricted medical condition at check-in, or if staff have reasonable grounds to believe a passenger poses a safety risk, boarding may be denied. Customers who knowingly book in violation of these restrictions assume all liability and risk, and waive any right to refunds or claims arising from denied boarding.Completed Tours & Post-Tour Refunds
No refunds will be provided after you have successfully completed your tour or activity. Once a tour has been completed and services have been rendered, the transaction is considered final and no refunds or chargebacks will be honored.Service Quality Complaints
We take all service quality concerns seriously and strive to provide exceptional experiences. However, complaints about service quality will not result in refunds after the tour has been completed. If you experience any service issues during your tour, you must report them to our staff or guide immediately while the tour is in progress so we can address the situation. Issues reported after tour completion cannot be remedied and will not qualify for refunds.Itinerary Changes & Location Access
All tours list potential destinations and activities, however, we cannot guarantee access to 100% of mentioned locations. The islands and surrounding areas are dynamic natural environments subject to seasonal changes, weather conditions, tidal variations, wave heights, and government regulations. Common factors affecting itineraries include: Maya Bay closures by National Park authorities, high waves preventing access to Bamboo Island or outer islands, low tides restricting lagoon entry, and temporary location closures for environmental protection. Tour itineraries may be modified at the captain's or guide's discretion for safety reasons, and no refunds will be issued for inaccessible locations or itinerary modifications. We always attempt to visit as many locations as safely possible and may offer alternative destinations when needed.Wildlife & Natural Phenomena
While we visit locations known for wildlife sightings and natural phenomena, we cannot guarantee sightings of any specific animals or natural events. Monkeys, reef sharks, sea turtles, bioluminescent plankton, and other wildlife are not controlled by us and sightings cannot be promised. These are wild animals in their natural habitat, and their presence varies based on season, time of day, weather, and natural behavior patterns. The absence of wildlife sightings is not grounds for a refund or payment dispute.Weather Cancellations
If a tour is cancelled by Phi Phi Tours due to unsafe weather conditions or other operational issues, you will be offered either a full refund (including processing fees) or the option to reschedule to another date at no additional cost.Departure Location Verification
It is the customer's responsibility to book a tour with the correct departure location that matches their accommodation. Tours departing from different locations (Phuket, Krabi, or Phi Phi Don) have different pricing and itineraries. Refunds will not be provided if you book a tour from the wrong departure location. Please verify your accommodation location before booking. If you are staying in Phuket, do not book tours departing from Phi Phi Don, and vice versa.No-Show Policy
Failure to arrive at the designated departure location at the scheduled time will be considered a no-show. For tours with hotel pickup service, you must be ready and waiting in the hotel lobby at the designated pickup time. If you cannot be located or contacted at the pickup location, this will be considered a no-show. All no-shows are treated the same as same-day cancellations and are non-refundable under any circumstances.Booking Confirmation & Acceptance
All bookings are subject to availability confirmation. By completing your booking and submitting payment, you acknowledge that you have read, understood, and agreed to this refund and cancellation policy. Your acceptance of these terms is binding and will be used as evidence in the event of any payment disputes or chargebacks. We reserve the right to verify booking details (including accommodation location) before final confirmation.How to Cancel
To request a cancellation, please contact us via email at info@phiphitours.com with your booking reference number. Cancellation requests must be received in writing (email) and will be timestamped upon receipt.Payment Disputes & Chargebacks
All cancellations and refund requests must be processed through our official channels as outlined in this policy. Initiating a chargeback or payment dispute without first contacting us directly is considered a breach of this agreement. If you file a chargeback for a service that was provided or for a cancellation that does not qualify for a refund under this policy, we reserve the right to pursue all available legal remedies and provide evidence of this policy acceptance to payment providers and financial institutions. Fraudulent chargebacks may result in being permanently banned from making future bookings.Modification of Policy
Phi Phi Tours reserves the right to modify this policy at any time. However, any bookings made prior to policy changes will be subject to the policy in effect at the time of booking.
