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Cancellation & Refund Policy

Last updated: December 25, 2025

⚠️ Important: 24-Hour Cancellation Policy

Refunds are NOT processed if a booking is cancelled within 24 hours before the scheduled tour start time. This policy applies to all cancellations, regardless of the reason (except weather-related cancellations by TourGoat).

1. Cancellation Timeframes & Refunds

Cancellations More Than 24 Hours in Advance

If you cancel your booking more than 24 hours before the scheduled tour start time:

  • You are eligible for a full refund of the tour price
  • Payment processing fees (3%) are non-refundable
  • Stripe fees (5%) are non-refundable
  • Refund will be processed to the original payment method within 5-10 business days

Example: If your tour starts at 9:00 AM on January 15th, you must cancel before 9:00 AM on January 14th to be eligible for a refund.

Cancellations Less Than 24 Hours Before Tour

If you cancel your booking less than 24 hours before the scheduled tour start time:

  • NO REFUND will be processed
  • This applies regardless of the reason (illness, flight delays, personal emergencies, etc.)
  • The full booking amount is forfeited
  • We may, at our discretion, offer a partial credit for future bookings (not guaranteed)

Important: We recommend purchasing travel insurance to cover unexpected cancellations.

No-Show Policy

If you do not show up for your scheduled tour without prior cancellation:

  • NO REFUND will be processed
  • The full booking amount is forfeited
  • No credit or rescheduling option will be offered

2. Weather-Related Cancellations

If TourGoat or the tour operator cancels a tour due to adverse weather conditions or safety concerns:

  • You will receive a full refund (including processing fees) OR
  • You can reschedule to another available date at no additional cost
  • You will be notified as early as possible (typically the evening before or morning of the tour)
  • Refunds will be processed within 5-10 business days

Note: Weather-related cancellations by TourGoat are the only exception to the 24-hour policy. If you choose not to attend due to weather concerns (but the tour is not officially cancelled), the standard cancellation policy applies.

3. How to Cancel Your Booking

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

Please provide:

  • Your booking reference number
  • Tour name and date
  • Reason for cancellation (optional but helpful)

Important: Cancellation requests must be received in writing (WhatsApp message or email) to be valid. Phone calls alone are not sufficient for cancellation requests.

4. Refund Processing

Processing Time

  • Refunds are typically processed within 5-10 business days from the date of cancellation approval
  • Processing time may vary depending on your payment method and bank
  • You will receive an email confirmation once the refund has been initiated

Refund Method

  • Refunds will be processed to the original payment method used for the booking
  • Credit card refunds: Posted to your card statement (may take 1-2 billing cycles to appear)
  • PayPal refunds: Credited to your PayPal account
  • Cash payments: Refunds will be processed via bank transfer (additional processing time may apply)

Non-Refundable Fees

The following fees are non-refundable even for eligible cancellations:

  • Payment processing fee (3% of tour price)
  • Stripe transaction fee (5% of total amount)
  • Any additional service fees or surcharges

5. Special Circumstances

Medical Emergencies

In case of a documented medical emergency preventing participation, please contact us immediately with medical documentation. We will review each case individually and may offer a partial refund or credit at our discretion.

Flight Delays or Cancellations

Flight delays or cancellations are not covered under our cancellation policy. We recommend purchasing travel insurance that covers flight disruptions. If you cannot attend due to flight issues, the standard cancellation policy applies.

Group Bookings

For group bookings (10+ participants), cancellation policies may vary. Please refer to your group booking agreement or contact us for specific terms.

6. Travel Insurance Recommendation

We strongly recommend purchasing comprehensive travel insurance that covers:

  • Trip cancellation and interruption
  • Medical emergencies
  • Flight delays and cancellations
  • Lost or damaged personal belongings
  • Emergency evacuation

Travel insurance can provide coverage for unexpected circumstances that may prevent you from attending your booked tour.

Questions About Cancellations?

If you have any questions about our cancellation policy or need assistance with a cancellation, please contact us:

Email: info@tourgoat-samui.com

Phone: +66 83 502 1979

WhatsApp: +66 83 502 1979

Website: www.tourgoat-samui.com

For complete booking terms and conditions, please see our Booking Policy. For our complete terms of service, please see our Terms of Service.