Refund & Cancellation Policy

1. Cancellation Timeframes & Refund Amounts

Cancellations are calculated based on the scheduled tour departure date and the date/time we receive your cancellation request.

2. How to Cancel a Booking

To cancel a booking, please contact us using one of the following methods:

• Email: hello@samui.tours
• WhatsApp: +66 82 206 8816

Please include your booking reference number, the name on the booking, and the tour date when submitting your cancellation request. We will confirm receipt of your cancellation within 24 hours.

3. Refund Method

Approved refunds will be processed using the same payment method used for the original booking. This includes credit/debit card reversals, bank transfers, or other payment methods as applicable.

4. Refund Processing Time

Once a refund is approved, please allow the following processing times:

• Credit/debit card refunds: 5–14 business days, depending on your card issuer and bank.
• Bank transfer refunds: 5–10 business days.
• Other payment methods: processing times vary by provider.

We initiate all refunds promptly. Delays beyond the stated timeframes are typically due to the payment provider or your financial institution.

5. Cancellation by the Operator

We reserve the right to cancel or reschedule tours for the following reasons:

• Weather conditions: unsafe weather that poses a risk to participant safety.
• Safety concerns: any situation that could compromise participant well-being.
• Minimum participants: insufficient bookings to operate the tour safely and effectively.

If we cancel a tour, you will be offered:

• A full refund (100%) of the tour price, OR
• An alternative date or tour of equal value (subject to availability).

6. Force Majeure

In the event of circumstances beyond our reasonable control — including but not limited to natural disasters, pandemics, government restrictions, civil unrest, or transportation disruptions — we will offer you:

• A full refund (100%), OR
• A travel credit valid for 12 months from the date of issue, redeemable against any of our tours and activities.

7. Partial Tour Participation

If you voluntarily choose to leave a tour early or skip any part of the itinerary, no refund will be provided for the unused portion. This includes choosing not to participate in specific activities during a multi-activity tour.

8. Group Bookings

The same cancellation and refund terms apply to group bookings on a per-person basis. Individual participants within a group booking may be cancelled independently, and the refund percentage will be calculated based on the cancellation notice period for each person.

9. Late Arrivals & Missed Pickups

All tours depart on time as scheduled. If you miss your pickup or arrive late at the designated meeting point due to your own delay, the tour will not wait and no refund will be issued. Please ensure you are ready at the confirmed pickup location at least 10 minutes before the scheduled time.

10. Additional Rights for EU Customers

If you are a consumer residing in the European Union, you may have additional rights under the EU Package Travel Directive (Directive (EU) 2015/2302). These rights include:

• Extraordinary circumstances: You may cancel free of charge if unavoidable and extraordinary circumstances occur at or near the destination that significantly affect the performance of the travel service (e.g., serious security problems, natural disasters, or disease outbreaks).
• Price increases exceeding 8%: If the price of your booking increases by more than 8% after confirmation, you are entitled to cancel free of charge and receive a full refund.

These rights are in addition to (and do not replace) the standard cancellation terms outlined above. Where EU rights provide greater protection, the EU rights shall prevail.

11. Contact Us

If you have any questions about this Refund & Cancellation Policy or need assistance with a cancellation, please contact us: