Cancellation 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 start of the excursion.

1.2 Cancellation less than 7 (seven) days before the start

In case of cancellation less than 7 (seven) days prior to the start date, the advance deposit is non-refundable.

This condition is due to the specifics of local Providers' operational planning: personal schedules for guides and vehicles are formed weekly. Late cancellation leaves the Organizer with no opportunity to find a new booking for the reserved date, leading to downtime and financial losses for the Provider.

1.3 Refund in case of cancellation by the Provider

We will refund the full deposit if an excursion or tour booking is canceled by the Provider.

2. Non-Refundable Payments

2.1 Tickets, fees, and expenses paid by agreement with the provider

Funds are non-refundable for the following expense categories:

purchase of entry tickets to museums, archaeological parks, national reserves, and other institutions;
entrance, environmental, and local tourist fees, as well as taxes;
other targeted expenses associated with organizing and conducting the excursion, tour, or transfer incurred by prior agreement with the User (including advance reservation of meals, vehicles, and other related services).

These payments are recognized as non-refundable due to the fact that they:

are actual payments made to third parties (museum complexes, parks, transport companies, etc.);
are inherently non-refundable (tickets are issued for a specific date or name, and reservations/deposits are locked by venues without cancellation options);
are paid directly by the guide (Organizer), not the Platform.

In the event of booking cancellation or refund, any arising liabilities and financial settlements related to covering the guide's actually incurred expenses are settled directly between the User and the Provider.

2.2 Admission Tickets and Special Expenses

The cost of issued and purchased tickets to museums, archaeological parks, national reserves, and other institutions is non-refundable upon booking cancellation by the User.

This rule is governed by the following factors:

Direct purchasing from third-party organizations: tickets are a separate category of goods/services purchased directly from third-party specialized institutions and authorized ticket offices;
Regulations of the visited sites: 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 purchase or issuance, the User receives personalized access to the visit, which is registered to them and cannot be transferred, reassigned, or re-issued to another person.

Accordingly, expenses for purchased tickets are considered actually incurred targeted expenses of the User.

3. Refunds Under Force Majeure Circumstances

3.1. Force majeure circumstances are recognized as extraordinary and unavoidable events under given conditions, independent of the will of either party, which objectively prevent contract execution. Force majeure includes events that could not reasonably be foreseen at the time of agreement and which any reasonable participant could not avoid.

3.2 List of recognized force majeure circumstances

Upon proper documentation, the Operator will refund the deposit amount less than 7 (seven) days before the excursion start date upon occurrence of the following force majeure circumstances:

Flight or Transport Delay/Cancellation
If you were unable to participate in the excursion, transfer, or tour due to a delay or cancellation of a flight, train, or bus route, rescheduling or financial settlement will be reviewed subject to providing supporting documentation.