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YOUR RIGHTS

Cancellations & Refunds

Free Cancellations in Most Situations 💛

Please take the time to familiarise yourself with our cancelation policy before booking any tour.

💛 Book with confidence: Free Cancellations Until 24/48 Hours before the tour date.

  • Private Longtail Tours: Free cancellations 24 hours before the tour date.
  • Private Speedboat Tours: Free cancellations 48 hours before the tour date.
  • Dec: 24th, 25th, 26th, 31st. Jan: 1st. Feb: 14th are non-refundable.

Simple. 💛

Five Star Thailand Tours is an island based company. We believe in a relaxed approach to life, and this extends to our cancellation policy. We strive to keep things simple, fair and flexible for all parties.

If you need to cancel your tour, we understand. We dont mind the reason, we only mind the time.

Given the special nature of our tours, we need to have a straightforward cancellation policy.

Our tours involve dedicating a whole team of people, resources, equipment and vehicles, exclusively for each reservation. Due to this commitment, we are unable to accommodate last-minute cancellations, outside of our policy, regardless of the reason.

Cancellations Which Can Be Accepted ✅

Flexible Cancellation for Your Convenience: If your plans change and you need to cancel, we’ve got you covered. Just let us know in writing whilst within the free cancellation period, and we’ll handle it smoothly. Your peace of mind is important to us!

If we are able to accept your cancellation you’ll receive a refund of any deposit paid (minus processing fees). And no further payments will be required.

Although we’d rather not see you cancel, we understand plans change. We aim to make this process as hassle-free as possible.

Here is the amount of notice we need, to cancel your tour for free:

2️⃣4️⃣(24 Hours)⏳ Free Cancellation:

4️⃣8️⃣(48 Hours)⏳ Free Cancellation:

1️⃣4️⃣ (14 Days) 📆 Free Cancellation:

  • Tours which are booked for any of our specified peak dates are non-refundable. Unless cancelled with at least 14 days notice prior to the tour date date. Peak dates include December 24th, 25th, 26th. January 31st, 1st. February 14th.

Cancellations Which Cannot Be Accepted ❌

Unfortunately, we cannot process cancellations for any reason once outside of our specified 24 Hour, 48 hour, or 14-Day free cancellation period. In such cases, any deposits made are non-refundable, and the guest remains liable for any pre-agreed future payments. This policy stands firm regardless of the cancellation reason, ensuring fairness to all our guests while realizing the operational realities of our services.

🚨 This policy applies without discrimination, no matter the reason for cancellation. Including but not limited to; missed travel connections, sickness, coronavirus test results, travel restrictions, incorrect service(s) booked, incorrect date(s) booked, or a last-minute change of heart – our policy remains consistent.

Our cancellation policy is designed to be as flexible as possible for all guests, however, due to the nature of our private tour services, it’s important to note the operational challenges and impact we face with last-minute cancellations.

Last minute reservations (booked with fewer than 24 hours), are non refundable, once accepted.

Last Minute Medical Emergencies

👩‍⚕️🩺 In situations where a guest needs to cancel a tour outside of our acceptable cancellation window for medical reasons, this does not change our cancellation policy and the full tour amount is payable. In most cases if you have to cancel with genuine reason at the last moment, and have sufficient evidence, we encourage you to open a claim with your travel insurance provider. Five Star Thailand Tours can provide reasonable documentation on request, as required, to support or assist with such claims. However we cannot provide a refund and guests will remain liable to pay any agreed future costs.

Exemptions To Our Cancellation Policy ℹ

Date Changes:

Date changes are sometimes made upon request, at the discretion of Five Star Thailand Tours. If a tour is rescheduled 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.

Peak Travel Dates:

Services booked for December 24th, 25th, 26th, 27th, 28th, 29th, 30th, 31st. January 1st, and 2nd, and February 14th, are non-refundable unless cancelled 14 days in advance.

Tours Starting in Phi Phi:

Our tour services which start from Phi Phi Island are for island stayers only.

Guests should not book tours departing from Phi Phi Island if not staying on the island. Such reservations will be automatically null and void. Such cancellations will be made by Five Star Thailand Tours following our normal cancellation policy with regards to any refunds.

Natural Disasters or Government-Issued Orders:

In the event of a Natural Disasters or a Government issued order which means we must cease to operate tours for a period of 7 days, or more our usual cancellation policy does not apply.

If a tour is cancelled under unprecedented circumstances, the guest will not be liable for any agreed future payments. We will work on a case-by-case basis to issue deposit refunds or find an alternative solution within 6-weeks

Once a Cancelation Has Been Accepted ℹ

Refund Amount:

When we issue a refund, we do not get back credit card processing fees. If a refund is requested by a customer, the full agreed amount will be refunded minus any payment processing fees. If a refund is issued due to a cancellation by the company, the full amount is returned.

Processing Time:

Once a refund is approved, it will be processed within one week. After processing, it may take up to ten days to appear on your statement. The speed of refunds depends on your bank and cannot be changed by our company.

A Note About The Weather 🌦

Unfortunately, the weather is one thing which is out of our control.

When booking with us, remember you’re signing up for an outdoor adventure to the beautiful Phi Phi islands. Our tours go ahead in all safe weather conditions, including rain. Sunny days are great, but rain is a part of island life here, with many of our tours experiencing some rainfall.

We must be explicitly clear about this and inform you that we don’t cancel tours or provide refunds solely due to rain. Refunds can only be given in cases when sea conditions become unsafe to operate, rain is not a deciding factor in this.

Your safety will always be our top priority, so in rare instances where sea conditions are deemed as unsafe, regrettably we must occasionally cancel tours. If Five Star Thailand Tours have to cancel a service due to unsafe sea conditions (not rain) we will provide a full refund or reschedule you when possible.

You always have the flexibility to cancel your tour, as long as it’s within our specified free cancellation period, regardless of the weather forecast.


มีเวอร์ชันภาษาไทยให้บริการตามคำขอ โปรดทราบว่าภาษาอังกฤษยังคงเป็นภาษาหลักสำหรับนโยบายการยกเลิกของเรา และการตีความในภาษาอื่น ๆ รวมถึงภาษาไทยเป็นสิ่งที่ยอมรับไม่ได้


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