Refund Policy
1. General Cancellation and Refund Rules
1.1 Cancellation More Than 7 (Seven) Days before the Start
You may cancel your booking free of charge no later than 7 (seven) days before the tour starts.
1.2 Cancellation Less Than 7 (Seven) Days before the Start
If the booking is canceled less than 7 (seven) days before the start, the deposit is non-refundable.
This condition reflects the scheduling requirements of local Service Providers: individual schedules for guides and vehicles are prepared weekly. A late cancellation leaves the Organizer unable to find a replacement booking for the reserved date, resulting in downtime and financial losses for the Service Provider.
1.3 Refund if Canceled by the Service Provider
We will refund the full deposit if the tour or trip is canceled by the Service Provider.
2. Non-Refundable Payments
2.1 Tickets, Fees and Expenses Paid by Agreement with the Service Provider
Funds are non-refundable for the following categories of expenses:
- purchase of entrance tickets to museums, archaeological parks, national reserves and other institutions;
- entrance, environmental and local tourism fees, as well as taxes;
- other targeted expenses related to organizing and conducting a tour, trip or transfer that were incurred by prior agreement with the User (including advance booking of meals, transportation and other related services).
These payments are considered non-refundable because they:
- are actual payments to third parties (museum complexes, parks, transportation companies, etc.);
- are non-refundable by nature (tickets are issued for a specific date or name, and reservations and deposits are fixed by the venues without the possibility of cancellation);
- are paid directly by the guide (Organizer), not by the Platform.
If a booking is canceled or refunded, any outstanding amounts and settlements related to covering expenses actually incurred by the guide are resolved directly between the User and the Service Provider.
2.2 Tickets, Fees and Expenses Paid by Agreement with the Service Provider
The cost of issued and purchased tickets to museums, archaeological parks, national reserves and other institutions is non-refundable if the User cancels the booking.
This rule is based on the following factors:
- Direct purchase from third-party organizations: tickets are a separate category of goods/services purchased directly from specialized third-party institutions and authorized ticket offices;
- Rules of the venues themselves: most museum and park complexes (including the Angkor park administration) establish rules under which purchased tickets are strictly non-refundable;
- Personalization and single-use access: after a ticket is purchased or issued, the User receives personal access to the visit, which is assigned to that User and cannot be transferred, reissued or provided again to another person.
Accordingly, the cost of purchased tickets is considered an actual targeted expense incurred by the User.
3. Refunds in Force Majeure Circumstances
3.1 Force majeure circumstances are extraordinary and unavoidable events under the circumstances that are beyond the control of either party and objectively prevent performance of the agreement. Force majeure includes events that could not reasonably have been foreseen when the agreement was concluded and that no reasonable party could have avoided.
3.2 Recognized Force Majeure Circumstances
With proper supporting documentation, the Operator will refund the Commission even when fewer than 7 (seven) days remain before the tour if the following force majeure circumstances occur:
Flight Delay or Cancellation
If you were unable to take part in a tour, transfer or trip because of a delayed or canceled flight, train or bus service, rescheduling or financial settlement may be considered provided supporting documents are supplied.
Required supporting documents:
- Travel status document: a screenshot from the official website of the airport, station, carrier or tracking service showing the flight/service status (including the date, time and flight/route number);
- Named travel document: a copy of a ticket, itinerary receipt, boarding pass or travel voucher issued in your name.
Based on the materials provided, the Operator and local Service Provider can promptly consider moving the tour program to another day or arranging an individual settlement.
Unexpected Illness, Injury or Death of a Close Relative
If you experience a sudden illness or injury that prevents participation in the tour, or the death of a close relative.
Required documentation:
- Medical certificate: a certificate or medical document from a doctor (clinic, hospital or emergency service) stating the diagnosis, examination date and direct confirmation that participation in physical activity or the tour program is not possible;
- Doctor’s orders (if required): a copy of a prescription, discharge summary or instruction from a medical institution;
- Document in case of bereavement: a copy of the death certificate issued and dated after the booking date.
Introduction of Public Health Restrictions
If special quarantine, health or administrative measures are introduced in the region where the tour takes place (for example, lockdown, a ban on mass events or closure of cultural sites) that make participation impossible.
Required supporting documents:
- Government acts: an official order, resolution or decree from national or local authorities introducing the relevant restrictions;
- Notice from the venue: an information notice, press release or official confirmation from the administration of the venue (temple complex, museum, park) stating that it is closed or unavailable on the booked date.
Natural Disasters and Extreme Weather Events
An earthquake, flood, hurricane, heavy snowfall, landslide or other natural event that prevents access to the tour location.
Required documentation:
- Official notice declaring an emergency from the emergency services, local administration or meteorological service
Visa Refusal or Border Restrictions
If your visa is refused or you are not permitted to cross the border for reasons beyond your control.
Required documentation:
- Embassy or consulate decision refusing a visa and stating the reason
- Copy of an official document from border control authorities
3.3 What Is NOT Considered Force Majeure
The following circumstances are NOT considered force majeure and do not qualify for a full refund:
- Personal changes to plans, vacation dates or work schedule
- Financial difficulties or lack of funds
- Changes in exchange rates or prices
- Bad weather that is typical for the season (rain, heat)
- Minor transportation delays (less than 3-4 hours)
- Visa refusal for reasons attributable to you personally (document issues, criminal record)
- A decision by another person traveling with you
- Other situations not included in Section 3.2 of these Rules
3.4 Refund of the Commission in Force Majeure
If circumstances are recognized as force majeure, the Operator refunds the User’s deposit less actual banking and financial processing costs. Refunds do not include fees charged by payment systems, banks or third-party services for processing and transferring funds (the amount depends on the selected payment method), nor currency conversion fees set by third-party banks and payment aggregators.