Terms and Conditions
1. Cancellation Communication: Cancellations must be communicated in writing between the email address specified in your booking and our email: hello@thistravel.net
2. Cancellation by Us: We reserve the right to cancel a booking and issue a full refund under the following circumstances: (1) changes in governmental policies or laws in Thailand (e.g., measures to control the spread of COVID-19), (2) adverse weather conditions, and (3) unforeseen events or acts of God. In such cases, we will process a 100% refund to your original payment method within 5 business days. Additionally, we will cover the payment gateway fee if the cancellation is initiated by us.
3. Cancellation by You: There are two types of cancellation policies:
A) Flexible Cancellation & Refund Policy: This policy generally applies to our ready-made tour packages designed for groups of 12 travelers or fewer. To qualify for a refund, cancellations must be made at least 48 hours before the scheduled start time of the tour. Cancellations made within 48 hours of the start time are non-refundable; however, we will do our best to accommodate minor itinerary changes if feasible. The exact start time of your tour is indicated on your tickets after booking, and all cut-off times are based on local time [GMT+07: Thailand].
A1) Direct Booking: This policy generally applies to our standard tour packages or tour packages with limited customization for groups of up to 12 travelers. Under this 48-hour flexible cancellation policy, we will process a refund of approximately 95% of the total amount paid to your original payment method, such as the credit card used to pay for the tour. Refunds will be processed within 5 business days of the cancellation request. Please note that the 5% payment gateway fee is non-refundable, as it is retained by the payment provider and is not refunded to either you or us as the merchant. In certain circumstances, your total refund may be less than 95% of the original payment. This may occur, for example, if:
1. We are required to reserve a non-English-speaking guide (such as French, Spanish, Portuguese, German, Italian, Chinese, Vietnamese, Japanese, or other languages) in advance to ensure the availability of a guide who speaks the requested language during periods of high demand. Once the guide reservation has been confirmed, we will provide you with the guide's name, guide license number, and the amount required to secure the reservation.
2. You specifically requested a particular English-speaking guide, and we have confirmed the reservation of that guide on your behalf. In such cases, the same conditions described in Clause 1 shall apply.
3. We are required to make non-refundable payments to our suppliers. In such cases, we will obtain your approval before proceeding with any non-refundable payment.
4. Intermediary banks deduct transfer fees during the refund process.
5. Currency exchange rates fluctuate between the time of payment and the time the refund is processed.
6. Other circumstances beyond our reasonable control result in additional deductions.
For direct bookings, your tour may be customized to some extent, such as adding extra destinations after the final stop of the ready-made package tour. Alternatively, you may receive a special rate, such as a percentage discount off our listed price on online travel agencies (OTAs). Please note that unsuccessful or unclaimed refunds will be forfeited after one year from the processing date.
A2) OTA Booking: If you booked through an online travel agent (OTAs) such as Viator, TripAdvisor, GetYourGuide or Civitatis, please refer to the specific OTA's cancellation and refund policies. Many OTAs offer a 24-hour flexible cancellation policy. For OTA bookings, your tour will typically be one of our standard packages listed on the respective platform.
B) Standard Cancellation & Refund Policy: This policy applies to tour that include groups of 13 travelers or more, fully customized tour packages, or those requiring significant coordination with our suppliers (including but not limited to chartered bus tours, dinner cruises, prepaid hotel room reservations, or prepaid meals at restaurants). If you cancel at least 30 days before your departure date, you will receive a refund of approximately 95% to your bank account within 5 business days, subject to potential deductions as outlined in our A1) Direct Booking terms. Prior to 30 days before the departure date, we may be required to make non-refundable payments to our suppliers in order to secure seats or reserve resources. You will be informed on a case-by-case basis if such a non-refundable payment is necessary. Once the payment has been made, the sale of the associated activity will be considered final. However, if you cancel within 30 days of the departure date, a 100% cancellation fee will be applied, and no refund will be issued.
4. Gift Cards: Gift cards available for purchase on our website are fully transferable. Upon completing your purchase, you may provide the code to any recipient of your choice. Each gift card remains valid and redeemable for at least one year from the date of purchase.
5. Accident Insurance: To ensure that our insurance policy fully covers your trip, please make sure that the name on your booking matches exactly as it appears in your passport. Our insurer reserves the right to deny any claims if the name provided does not correspond to your passport. Thailand Insight Travel operates in affiliation with Hello Thai Guide Travel Company Limited.
Thailand Insight Travel. Thailand Tour Operator License: 11/09755. Last Modified: April 11th, 2025.
