Cancelations Policy

🤿 Simple, Fair Cancelations

Our refunds and cancellations policy is designed with you in mind. If your plans change, rest assured, we've got you covered. Whether you've had a change of heart, decided on a different holiday destination, or need to cancel for any reason, we aim to make the process simple and hassle-free for you. We understand that life is unpredictable and plans can change. We believe in providing direct refunds instead of travel credits, and we won't require you to provide invasive medical or personal documentation for a refund. Please remember that cancellation requests must be made within the free cancellation period to qualify for a refund. Refunds will not be granted outside of this period. We strongly recommend guests have their own travel insurance policy.

1. Cancellations Eligable For Full Refund

Book with peace of mind and flexibility. Reservations for shared tours can be cancelled and recive a full refund for any reason until 24 hours in advance of the tour date, or for private tours up to 48 hours before the tour date. *Payment processing fees are not refundable.

• Shared Tours = Cancellation with Full Refund until 24 hours before the tour date.
• Private Tours = Cancellation with Full Refund until 48 hours before the tour date

2. Cancellation Which Cannot Be Refunded

If your reservation is outside of our free cancellation period, unfortunately we are unable to issue refunds under any circumstances. Please note that any agreed payments will still be charged. In some cases travel insurance can provide compensation.

3. Clarification on 24 Hours / 48 Hours

Free cancellations until 24 or 48 hours in advance refers to the start date of your tour. It does not apply the start time, the starting time of the tour bears no relevance in our cancellations policy. For instance, a shared tour scheduled for January 30th with a departure time, anytime on that date must be cancelled by midnight on January 29th. Similarly, a private tour scheduled for January 30th with a departure at any time on that day must be cancelled by midnight on January 28th.

4. Non Refundable Dates

Due to high demand during the following holidays; Christmas, Western New Year, Valentine's Day. Reservations made for these dates are exempt from our cancellation policy.

• Tour Dates:
• December: 24th, 25th, 26th & 31st (Non Refundable).
• January: 1st (Non Refundable).
• February: 14th (Non Refundable).

All tours booked on these dates are non refundable unless cancelled at least 14 days in advance.

5. Reasons For Cancellation

Providing that your reservation is still within our free cancellation period we can accept cancellations for any reason.

6. Date Changes

Date changes must be requested at least 48 in advance, are subject to availability and can be made at the discretion of Phi Phi Island Tours Company. In case that a date change is accepted for a future date, the original booking date applies for our cancellation policy. If your reservation is moved to a sooner date, the new date overrides.

7. How To Cancel

If you wish to cancel a tour during our free cancellation period, please contact us via Whatsapp, Line, Telegram, or Email. Provide the date of your tour, your name, and reservation number. Cancellation requests must include the reservation number and name to be acknowledged. Our cancellation team will send you the cancellation form, and eligible refunds will be processed within seven working days. The time for the refund to reflect in your account depends on your financial institution. Kindly note that we do not accept cancellation requests over the phone. Cancellations outside the free cancellation period may be accepted, but the full amount will still be charged.

8. No Show

In situations where the customer fails to arrive at the meeting location, or cannot be located or contacted at the collection location, arrives late, or goes to the wrong location and misses the departure or misses the departure for any other reason, no refunds will be issued.

9. Payment Processing Fees

Payment processing fees incurred from cancellations are non-refundable. A 3% fee is charged by Visa, Mastercard and PayPal to process payments and will be deducted from any refunded amount. As this fee is not reimbursed to us, we are prevented from refunding payment fees to our guests.

10. Last Minute Cancellations

Cancellations made outside of the permitted free cancellation window will not be refunded under any circumstances, guests who have chosen to pay a deposit will still remain liable for the agreed future payments.

11. Cancellation Due to Sickness

The cancellation policy remains unchanged in the event of sickness, illness, physical injury, food poisoning, or animal bites. Cancellation requests made outside the cancellation period will incur the full charge without any provision for refunds from Phi Phi Island Tours Company. Travel insurance policies often include cover for costs which arise due to medical reasons.

12. Travel Insurance

We recommend that guests have travel insurance to cover situations where they may decide to cancel a tour outside our specified cancellation period. Travel insurance can often provide cover for costs incurred due to unavoidable reasons such as illness or injury, or missed connections resulting from flight delays. Supporting documentation may be required for claims. It is essential to carefully review your travel insurance policy to understand coverage details, excess amounts, and any differences based on insurers and policy types.

13. Natural Disasters

If a tour is cancelled due to a natural disaster or a government-mandated order lasting 7 days or more, our standard cancellation policy will not apply. This includes events such as earthquakes, tsunamis, terrorism, pandemics, prolonged adverse sea conditions, and any directives from Thai authorities related to health, weather, safety, or immigration that hinder travel, both domestically or internationally.

In these situations refunds will be handled on a case by case basis depending on the specific circumstances. We will work to provide refunds, reschedule services or provide alternative options within 6 weeks. If we believe the tour will be cancelled due to such reasons, no agreed future payments will be charged.

14. Weather Conditions

All our tours are classified as outdoor activities and we do not cancel tours due to rain, it is common for rain to occur during off season months. Occasionally we may need to cancel a tour due to adverse sea conditions. In such situations guests will be advised of this decision on the day of the tour. We work on a case by case basis to find a suitable solution which can include an alternative tour package, an alternative tour date or time, or a full refund inclusive of payment processing fees, depending on the circumstance, and the preferences of the guests.

It may be necessary at times to exclude certain tour destinations for safety purposes. Accessibility to all locations during every tour is not guaranteed, if wave heights at a specific site are deemed to be hazardous, it will be skipped to prioritise safety. No refunds, whether full or partial, will be given if a location cannot be visited due to weather conditions.

15. Cryptocurrency Refunds

Due to the current volatile nature of cryptocurrencies no refunds will be issued for reservations paid by crypto. We consider BTC and other digital assets to be a stand alone currency not comparable to THB or USD. The no refund policy is in place to prevent incentivised refund claims in situations where the value of the cryptocurrency paid has increased.

Because reservations paid by Cryptocurrency are non refundable we provide (1) a 3% discount for all tour services paid using crypto, automatically applied before checkout. We also provide one (2) one free date change per reservation paid with crypto currency, the date change must be requested at least 24 hours prior to the tour date and occur within one year of the original booking, subject to availability. And (3) The ticket holders name and passenger names can be changed to allow another person(s) to use it.

16. Language

The language used in this policy for cancellations and refunds is English, which will be the only language utilized for interpreting the conditions.

ภาษาที่ใช้ในนโยบายการยกเลิกและการคืนเงินนี้เป็นภาษาอังกฤษ ซึ่งจะเป็นภาษาเดียวที่ใช้ในการตีความเงื่อนไข