Terms and conditions

definition

Customer: The person who books and pays for a tour through Phuket Tour Express.

Travel agent: Phuket Tour Express , as an intermediary between customers and tour operators, has an ethical responsibility to customers.

Tour Operator: An agency responsible for organizing and operating tours and hotel transfers, with legal responsibility to customers.

Cancellation policy

All tours must be canceled by email before 18:00 2 days before the tour, specifying the corresponding tour voucher number.

In this case, the customer will receive a full refund of the purchase price (less credit card fees), regardless of the reason for cancellation.

Confirmation of cancellation will be sent to the customer via email.

If the tour operator cancels the tour at any time prior to the tour, the customer will be offered the option of rescheduling or a full refund.

If an advance cash payment does not follow the rules in the confirmation email and a refund is required, it will be considered a cancellation by the customer.

Change policy

All changes to the tour (date, pick-up location, etc.) can be made free of charge and must be notified by email before 18:00 2 days before the tour, specifying the corresponding tour voucher number.

Updated tour voucher will be sent to customer via email.

absence policy

If the customer fails to show up at the place and time specified on the travel voucher, or does not participate in the tour for other reasons, no refunds will be given regardless of the reason (including medical reasons) and any claims need to be submitted to the customer's travel insurance company.

If the customer chooses to travel by car, a map and the specified latest arrival time will be attached to the travel voucher.

If it does not arrive within the specified time, no refund will be given.

If the tour operator fails to pick up the customer, the customer (or hotel reception) must call the hotline on the tour voucher within 15 minutes of the designated pick up time.

Any other means of contact (email, chat, etc.) will not be accepted.

If the tour operator claims to arrive at the designated time and we do not receive a call from the customer, no refund will be given.

Customers can ask tour operators to provide evidence such as GPS records and photos.

claim

Any claims regarding the tour must be notified via email no more than 10 days after the tour date Phuket Tour Express .

Any personal incident/inconvenience giving rise to a claim must be reported immediately to Phuket Tour Express , call the hotline on your tour voucher or ask your tour guide to call our hotline.

Refunds for any incident/inconvenience satisfied under clauses 1 and 2 will only be provided if the Tour Operator confirms that the incident is verifiable.

Refunds will be made in the same manner as the payment was made.

Refunds for cash payments will be processed through PayPal.

Receipt of travel vouchers

After booking and paying for the tour, the customer will receive the travel voucher within 24 hours or at the latest 21:00 if the tour is for the next day.

It is the customer's responsibility to check whether the email has been received. If not, please contact us immediately.

Any refusal to pay transfer fees and national park fees (claims not specified on the website or relevant information not received) will result in refusal of participation in the tour and the customer will be responsible for the cost of transportation back to the hotel without refund.

The above terms also apply to tour cancellations and changes requested by the customer, an updated tour voucher will be sent.

pregnant woman

Pregnant women are not permitted on any speed boat, long tail boat, catamaran, ATV, elephant ride, white water rafting or Hanuman World tours.

If you are refused participation due to pregnancy, no refund will be given.

children and seniors

Children under 1 year old and persons over 70 years old are not allowed on any speedboat, long tail boat or catamaran tours.

If you are refused entry due to age restrictions, no refunds will be given.

Children who join for free do not have a separate seat on the transfer bus or tour.

luggage

There is no space for luggage in the transfer bus.

If the luggage cannot be placed on the customer's own seat, a dedicated seat must be used to place the luggage.

The Tour Operator reserves the right to refuse bags in excess of available seats and may charge additional baggage charges at its sole discretion.

Phuket Tour Express cannot tell you the specific charges for luggage.

Thai Citizens and National Park Fees

Customers need to inform the number of Thai adults and children when booking, and bring Thai identification when traveling.

If not adhered to, patrons will be charged the Alien National Park Fee, which will not be refunded.

Tour Operator's Disclaimer

Tour itineraries are subject to change based on weather and sea conditions and no compensation can be provided.

Travel Agent's Disclaimer Phuket Tour Express selects a fixed tour operator for each tour and the tour itineraries on the website are based on that operator's plans.

However, if the operator's tours are full, Phuket Tour Express reserves the right to book with other similar but possibly slightly different operators.

Phuket Tour Express reserves the right to cancel any customer's tour if we believe that the customer has behaved inappropriately or abused our services or staff.

In this case no refund will be given. Phuket Tour Express will not provide any refunds to anyone who attempts to obtain a refund through fraudulent or abusive means.