Definitions
Customer is the body who has booked and paid for the tour via Phuket Tours Direct.
Tour agent is Phuket Tours Direct who is the middleman between the customer and the tour operator. The tour agent has the moral responsibility towards the customer.
Tour operator is the body who is responsible for the tour and who is organizing and operating the tour and hotel transfer. The tour operator has the legal responsibility towards the customer.
Cancellation Policy
| 1. | All tours must be cancelled by e-mail latest 18.00 the day before the tour by specifying the tour voucher number for the tour in question. In such case the customer will be refunded 75% of the purchase price regardless of reason for the cancellation. A confirmation of the cancellation will be sent to the customer by e-mail.
Exceptions:
a. Any speedboat tour or longtail boat tour that is booked for more than 8 persons. Cancellation must be made latest 18.00 two days before the tour.
b. Fishing tour, Coral Islands day tour with or without activities and Coral Islands afternoon tour with or without activities. Cancellation must be made latest 18.00 two days before the tour.
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| 2. | Should the tour operator cancel the tour anytime prior to the tour, the customer will be offered the tour on another day or offered a 100% refund of the purchase price.
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| 3. | Should an advanced cash payment not follow the rules instructed by the confirmation e-mail and the payment has to be refunded, it is considered a cancellation by the customer and will be subject to a 25% cancellation fee. |
Change Policy
All changes to a tour (date, pick-up location etc) is free of charge and must be communicated via e-mail latest 18.00 the day before the tour by specifying the tour voucher number for the tour in question. An updated tour voucher will be sent to the customer by e-mail.
Exceptions:
a. Any speedboat tour, longtail boat tour or fishing boat tour that is booked for more than 8 persons. Change must be made latest 18.00 two days before the tour.
b. Fishing tour, Coral Islands day tour with or without activities and Coral Islands afternoon tour with or without activities. Change must be made latest 12.00 the day before the tour.
No Show
| 1. | Should the customer not be present for pick-up at the place and time specified on the tour voucher, or does not go on the tour for other reasons, no refund is applicable no matter the reason (including medical reasons) and any claims need to be submitted by the customer to the customer's travel insurance company. |
| 2. | Should the customer choose to provide own transportation to the tour, a map will be attached to the tour voucher and a latest arrival time will be specified. In the case of failure to arrive at the specified location at the latest arrival time and the tour cannot be provided, no refund is applicable. |
| 3. | Should the tour operator fail to pick-up the customer, the customer (or the hotel reception) must call our hotline telephone number specified on the tour voucher 15 minutes after the specified pick-up time. Any other means of communication (e-mail, chat etc) is strictly not accepted. Should the tour operator claim that they were at the place and time specified on the tour voucher and we have not received such a telephone call from the customer no refund is applicable. To prove the case, request may be made to tour operator for GPS tracker log, photos etc and to customer for contact details of hotel staff witness, photos, hotel CCTV footage etc. |
Claims
| 1. | Any claims in regards to a tour must be communicated by e-mail by the customer not more than 10 days after the tour date. |
| 2. | Any personal incident/inconvenience that may lead to a claim must be reported to Phuket Tours Direct at the time of occurrence by calling the hotline number specified on the tour voucher or by asking the tour guide to call our hotline number. |
| 3. | Any refund due to an incident/inconvenience that has been fulfilled by paragraph 1 and 2 can only be granted if the incident/inconvenience is verifiable by the tour operator and the tour operator agrees to grant a refund. |
| 4. | Any refund will be paid back in the same way as the tour was paid for. Refund for cash payment will be refunded via PayPal. |
Receipt of Tour Voucher
| 1. | After booking and payment of a tour, the customer will receive a tour voucher by e-mail within 24 hours or latest by 21.00 if the tour is on the next day to the e-mail address specified by the customer at the time of booking. It is the sole responsibility of the customer to check that such an e-mail has been received and contact us immediately by e-mail if it has not been received. |
| 2. | Any refusal to pay transfer fee and national park fee claiming that such information was not specified on the website or that a tour voucher with such payment information has not been received will result in refusal to participate in the tour and transportation back to the customer's hotel will be born entirely by the customer and no refund of the tour payment will be granted. |
| 3. | The above is also applicable for cancellation and changes to a tour requested by the customer as an updated tour voucher will be sent to the customer. |
Pregnant Women
Pregnant women are not allowed on any speedboat tour, longtail boat tour, catamaran boat tour, ATV tour, elephant tour, white water rafting tour or Hanuman World. Should the tour operator refuse access to the tour due to pregnancy, no refund is applicable.
Children and elderly
Children under 1 years old and persons over 70 years old are not allowed on any speedboat tour, longtail boat tour or catamaran boat tour. Should the tour operator refuse access to the tour due to the age limits, no refund is applicable.
Children who go for free are not entitled to own seat space in the transfer bus or on the tour.
Luggage
There is no space for luggage in the transfer buses. If the luggage cannot fit in the customer's own seat space a dedicated seat space will have to be used for the luggage. The tour operator have the right to refuse luggage in the transfer bus should there not be any seat space available and the tour operator may charge extra for such luggage on their own discretion. Phuket Tours Direct will not be able to tell how much will be charged for luggage.
Thai Citizens and National Park Fee
In order to pay the national park fee for Thai citizens, the customer needs to inform us at the time of booking about the number of Thai adults and Thai children who are being booked. Those persons need to bring a Thai identification to the tour. Failure to do so will result in that the customer will be charged national park fee for foreigners and no refund is applicable.
Tour Operator's Disclaimer
The tour program is subject to change dependent on weather and sea conditions. In such a case no compensation is applicable.
Tour Agent's Disclaimer
Phuket Tours Direct use a determined tour operator for each tour and the tour program on the website is based on the tour program for that tour operator. However, if the tour with that tour operator is fully booked, Phuket Tours Direct reserves the right to book with another tour operator for which the tour program is similar but may be slightly different.
Phuket Tours Direct reserves the right to cancel a tour for anyone whom we, on our own discretion, decide has acted inappropriate or abusive to our service or staff. In such a case no refund is offered.
Phuket Tours Direct will not offer any refund at all to anybody whom we found has been trying to get a refund in a fraudelent or abusive manner.
