TERMS & CONDITIONS

1 Booking & Confirmation

• Reservation & Availability: All bookings are subject to availability. A booking is confirmed once the required deposit or full payment is received and an official confirmation or e-voucher is issued.
• Passenger Information: Guests must submit accurate passenger details (full name as shown on passport, date of birth, nationality, and passport/ID number) as required by Thai Maritime regulations, Marine National Parks, and mandatory travel accident insurance underwriters.
• Special Requests: Dietary requirements (e.g., vegetarian, halal, food allergies) and special assistance requests must be declared at the time of booking to allow sufficient time for operational arrangements.

2 Payment Terms

• Standard Join-in Tours & Transfers: Full payment or the remaining balance must be completed at least 3 days (72 hours) prior to the travel date.
• Private Boat Charters: A 50% deposit is required to secure the reservation, with the remaining balance payable at least 7 days prior to departure.
• Payment Methods:
  • Online Card & QR Payments: Processed securely through authorized payment gateways (Payso / Stripe). Transactions are subject to standard payment processing fees where applicable.
  • Bank Transfers: Direct Thai bank transfer or PromptPay. Proof of transfer (bank slip) must be provided for verification.

3 Cancellation & Refund Policy

• Standard Join-in Tours:
  • More than 48 hours before departure: Eligible for a refund, subject to a 10% administrative and banking fee (or a minimum of 400 THB, whichever is higher).
  • Within 48 hours of departure or No-Show: Strictly non-refundable.
• Private Boat Charters:
  • More than 7 days before departure: Refundable, subject to a 10% administrative fee.
  • 4 to 7 days before departure: Eligible for a 50% refund.
  • Within 3 days of departure or No-Show: Strictly non-refundable.
• Medical / Illness Cancellations: In the event of acute illness preventing travel, an official medical certificate issued by an accredited hospital or clinic must be submitted promptly. Phuket TourZ will submit a waiver request to the operating partner on the guest's behalf. Approval is granted at the operating supplier's sole discretion. Upon supplier approval, a refund will be issued less a 10% administrative and banking fee.
• Refund Processing: Approved refunds are returned via the original payment method and take 7–20 business days depending on the banking network and card issuer.

4 Weather Conditions & Force Majeure

• Safety & Authority: The boat captain and the Marine Department of Thailand hold ultimate authority over vessel departures. Itineraries, marine routes, and departure times may be adjusted or canceled if sea or weather conditions compromise passenger safety.
• Operator Cancellations: If a trip is officially canceled by the operator or marine authorities due to adverse weather or force majeure events, guests are entitled to choose from:
  • Free Rescheduling / Travel Credit: Valid for up to 12 months (subject to seasonal seat availability); OR
  • Alternative Program: Switching to an available alternative tour or inland activity of comparable value; OR
  • Refund: A full refund of the tour fare, less a 5% payment gateway and bank transaction processing fee.

5 Amendments & No-Show Policy

• Amendments: Date modifications, passenger name updates, or pickup location changes must be submitted in writing at least 48 hours prior to departure and are subject to availability and supplier rate differences.
• No-Shows: Guests who fail to appear at the designated pickup point or pier check-in desk within the allocated timeframe will be classified as a no-show, and the booking will be forfeited without a refund.

6 Hotel Transfer & Pickup Guidelines

• Service Scope: Hotel transfers are subject to the specific terms of each tour program. While select tours include transfers for designated zones, others require an additional transfer fee or independent guest transportation. Transfer rates and zone coverage will be specified on the booking page or confirmed upon booking inquiry.
• Pickup Protocol:
  • Guests must be waiting at the hotel lobby at least 5 minutes before the scheduled pickup time.
  • Shared transfer vehicles may arrive within 0–15 minutes of the stated pickup window due to local traffic.
  • Drivers can wait a maximum of 5 minutes upon arrival before departing. Guests who miss their pickup must arrange transportation to the pier independently at their own expense.

7 Child Policy & Restrictions

• Standard Age & Height Guidelines:
  • Child Rate: Children aged 4–11 years (and under 120 cm in height).
  • Infants: Children under 4 years (height not exceeding 100 cm) generally travel free of charge without an assigned seat (must sit on a parent’s lap).
• Route & Supplier Exceptions: Select ferry and speedboat operators levy a nominal infant or toddler ticket fee, which will be stated explicitly on the specific booking page.
• Program Variations: Certain specialized programs define child age brackets differently (e.g., 3–9 years). The specific terms indicated on the respective tour page supersede this standard clause.
• Supervision: Parents or legal guardians must supervise children at all times.

8 Travel Accident Insurance & Liability

• Insurance Coverage: All confirmed bookings include statutory Travel Accident Insurance provided directly by the licensed operating suppliers under Thai Tourism regulations. Coverage applies strictly to medical treatment arising from trip-related physical accidents on the day of travel within policy limits.
• Exclusions & Personal Belongings: Insurance does not cover pre-existing health conditions or personal property. Phuket TourZ and its operating suppliers accept no responsibility for the loss, theft, damage, or water damage of luggage, electronic devices, or personal valuables.
• Property Damage: Any physical damage to equipment, vessels, or facilities caused by a guest will be charged directly to the guest.

9 Health, Conduct & Safety

• Health Restrictions: Speedboat tours and open-water excursions are strictly prohibited for pregnant women, infants under 1 year, and individuals with severe back or neck problems, cardiovascular conditions, or recent surgeries.
• Safety Compliance: Guests must follow all instructions given by the crew and tour guides, including the mandatory wearing of life jackets while vessels are in motion.
• Refusal of Service: Operators reserve the right to refuse boarding or remove any passenger exhibiting disruptive behavior, intoxication, or medical conditions that jeopardize maritime safety, with no refund issued.

10 Voucher Validity

• An e-voucher or printed booking confirmation must be presented to the transfer driver and pier check-in staff upon request.
• Vouchers are strictly valid only for the specified travel date, program, and passenger party.

11 Contact Us

If you have any questions or require clarification regarding our Terms & Conditions, please contact us directly: