Refund & Cancellation Policy

1.Refund schedule

Your refund depends on how many days before your travel date you cancel.

Payment processing fees are deducted from refunds (see section 3).

Partially refunded cancellations are final and the original booking is permanently voided. Rebooking requires a new, separate reservation at the full prevailing price, subject to availability.

Rescheduled bookings are non-refundable (see section 2).

Bookings made within 14 days of the travel date are non-refundable from the moment of purchase. Reservations are sent to tour operators as soon as you book.

2.Date changes

You can request a new date for a confirmed booking from your account at phiphitours.com/account. Each booking can be changed once.

• The new date must be between 2 and 29 days from the day you make the request.
• Date changes cannot be requested fewer than 5 days before the tour.
• Date changes are subject to availability. We check every request with the tour operator, and your booking keeps its original date until we confirm the change by email.
• Once your booking has been moved to a new date, it is non-refundable, whatever the new date and however far away it is.
• A booking that has been moved to a new date cannot be changed again.
• While a date change request is being reviewed, the booking cannot be cancelled.
• If we can't offer your requested date, your booking keeps its original date and the normal refund schedule continues to apply.

3.Payment processing fees

All payment processing fees charged by third-party payment providers (including but not limited to credit card fees, PayPal fees, Omise fees, and international transaction fees) are non-refundable under any circumstances.

4.How to cancel

The quickest way to cancel is online. Log in to your account, find your booking and choose Cancel Booking. You'll see the refund that applies before you submit your request.

You can also email us at info@phiphitours.com with your booking reference number. Cancellation requests must be made in writing (online or by email) and are timestamped when we receive them.

5.Refund processing time

Approved refunds are processed within 7 to 10 business days from the date of the cancellation request, and are issued to the original payment method used for the booking.

6.Medical emergencies and illness

We understand that unexpected medical situations can occur. However, medical emergencies, illness, injury, or any health-related issues do not waive or modify our standard cancellation policy. This includes but is not limited to:

• Personal illness or injury
• Illness or injury of travel companions or family members
• Tourist illness or heatstroke
• Food poisoning or foodborne illness

7.Tours cancelled by the operator

If a tour is cancelled by the tour operator 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.

8.Itinerary changes and 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.

9.Wildlife and 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 behaviour patterns.

The absence of wildlife sightings is not grounds for a refund or payment dispute.

10.Passenger eligibility and denied boarding

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 displayed on every tour page and during checkout. It is the customer's responsibility to review and comply with them 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.

11.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, 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.

12.Departure location verification

It is the customer's responsibility to book a tour with the correct departure location for 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 check your accommodation location before booking: if you are staying in Phuket, do not book tours departing from Phi Phi Don, and vice versa.

13.Passports, visas and entry to Thailand

You are responsible for making sure every passenger in your booking holds a valid passport and any visa, permit, or other document needed to enter and remain in Thailand, and to reach the tour's departure location, on the date of the tour. Entry requirements depend on nationality and can change, so please check them with a Thai embassy or consulate, or your government's official travel advice, before you book.

Phi Phi Tours does not provide visa or immigration advice. We are not responsible if a passenger cannot travel because of missing, invalid, expired, or refused travel documents, or because they are refused entry to Thailand, and these circumstances are not grounds for a refund. Any cancellation for these reasons follows the refund schedule in section 1.

Please don't bring your physical passport on the tour. Instead, have a photo of your passport or government-issued ID on your phone, as tour operators may ask to see it at check-in for insurance purposes.

14.Completed tours and post-tour refunds

No refunds will be provided after you have 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 honoured.

15.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, please report them to our staff or guide immediately, while the tour is in progress, so we can address them. Issues reported after the tour cannot be remedied and will not qualify for refunds.

16.Booking confirmation and 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 dispute or chargeback. We reserve the right to verify booking details (including accommodation location) before final confirmation.

17.Payment disputes and chargebacks

All cancellations and refund requests must be made through our official channels as described 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 to provide evidence of your acceptance of this policy to payment providers and financial institutions. Fraudulent chargebacks may result in being permanently banned from making future bookings.

18.Changes to this policy

Phi Phi Tours reserves the right to modify this policy at any time. Bookings made before a change remain subject to the policy in effect at the time of booking.