REFUND & CANCELLATION POLICY
- 100% Full refunds will be given up to 2 days before scheduled Tour Dates / Dive Course Dates.
- Cancellations made between 48 hours and 24 hours prior to a scheduled booking will be charged a 50% cancellation fee of the full tour / course price.
- Cancellations made within 24 Hours of a scheduled booking and No Shows will be charged the full price of the booked trip / course. NO REFUNDS will be given due to potential loss of business / expenses incurred.
- There are no refunds on Scheduled Dives – please make sure to check the Medical & Liability release below.
- Once a tour / dive has begun there are NO Refunds – Tours and/or dives may have to be diverted in cases of extreme weather conditions if the Captain / Instructor feels there is a safety risk. In any event, we will do our best to make it a fun day out.
We understand that things happen and we will always try our best to reschedule your tour / dive course if we have the availability. However, the above policy still stands. If you are sick or cannot make the tour, we will issue you with a receipt for you to make claims from your Travel Insurance Provider. The balance of the tour is due in full – No refunds will be given if you are unable to reschedule.
We highly recommend all travelers purchase travel/trip interruption and cancellation insurance before leaving for Thailand. Notification of cancellation must be made via email to firstname.lastname@example.org
Once the refund request has been made, it will be confirmed within approx. 24-48 hours and funds will be returned within approx. 48-72 hours to the originating account that was used for the booking payment.
Bookings that do not provide Hotel Location information by 1800 hrs. the day before the tour date will be considered a No Show – NO Refunds will be given. Our Pick-up Schedule is finalized at 1800 hrs. on the day before scheduled tours.
PADI / SSI Diving participants – Please read the appropriate forms below – if you have any questions, please contact us.
Bookings are not complete until payment has been made. Please understand – we cannot hold places without a confirmation of payment, as the group tours take smaller groups – a few lost places can easily turn into a big loss.
Once a booking payment has been made, an email confirming the payment will be sent – YOU MUST REPLY TO THIS EMAIL WITH THE REQUESTED DETAILS TO CONFIRM THE BOOKING. Once we receive the details (ex. Hotel name / location, names, sizes, dietary restrictions, etc.) you will receive a final confirmation containing your pick-up time and details.
Please note: If you do not reply with your hotel/resort details we will not be able to schedule a pick-up time – You are responsible for emailing us the details no later than 6:00pm prior to the date of your tour. Without these details it is impossible for us to schedule the van. Ensure you have received the confirmation email with your pick-up time clearly noted.
Children are welcome on the snorkeling tours, but please bear in mind that these are ocean tours and involve travel over open ocean of up to 2 hours. The tours are a very long day and should be considered before booking. Our tour insurance, as with the majority of policies in Thailand do not cover children under 4 – this is not to imply that children under 4 are free.
For your child’s safety we do NOT allow infants or toddlers on board.
If you have a 3 or 4 year old that you feel would be okay on one of our tours, please contact us for more information before booking.
WEATHER / SAFETY
Cancellations made by Aloha Ocean Adventures Co., Ltd prior to the departure of your scheduled trip due to adverse weather conditions / boat / engine problems will receive 100% full refunds.
Once a trip has begun – NO REFUNDS are available. We will make every attempt to find safe and suitable dive sites / snorkeling sites for your tour and make your day as wonderful as possible. A rainy day is still a great day to be underwater.
Please understand there are times that the boat may be forced to divert to an alternate location (ex. Phi Phi to Racha Yai) if the waves become too great of a risk. The Captain makes the final decision on destination in cases of weather/safety on the day of the tour.
Phi Phi – located 54km from Phuket, Phi Phi can be a very long bumpy journey (avg. travel time = 1 hours on a calm day / 1.5 hours on a bumpy day / 2+ hours on a very bumpy day). Please consider this before booking a Phi Phi Tour.
The Similans, Tachai and Surin are all approx. 1.5+ hours by van plus 1.5+ hours by boat – they are remote islands and a long journey. The journey is well worth the effort as you will be rewarded with some amazing snorkeling and beaches, but please consider the trip times before booking.
We shall not be liable in contract or tort for any injury, loss, damage, inconvenience caused directly or indirectly by the services we supply, force majeure, or any other events outside of our control, including but not limited to war, civil disturbance, weather conditions, acts of God, acts of government, accidents to or failure of machinery, equipment, protests, vehicles or industrial disputes.
Snorkeling Group Tours
We choose our tour operators carefully and do inspections several times in a year nevertheless Aloha Ocean Adventures Co., Ltd. acts only as the agent for the individual tour operators and shall not be liable for any losses, damages, delays and claims whatsoever incurred from any failure by the tour operator.
CHANGES TO ITINERARY
We reserve the right to change any published itinerary / charter content without notice if sea or weather conditions deem such changes to be made.
Insurance coverage for Scuba diving, Dive courses are provided by Aloha Ocean Adventures Co., Ltd. under AIG. Women who are pregnant, children 4 and under, and persons over 70 are excluded from coverage under this policy. Snorkeling boat tours are covered under the boat owners policy.
OUR BUSINESS PRACTICES
We love the idea of doing business on a handshake. Unfortunately, times have changed and we are forced to follow the guidelines of the modern world.
Unlike some companies operating in Thailand, ours is 100% legal, fully insured, we pay our taxes and we take safety very seriously. It may make our costs a little higher, but we believe it is worth it for our customers safety and protection. There are cheaper tours and companies out there and if our prices and safety standards are too high, we will happily point you in the direction of someone that will provide what you are looking for.
We aim to provide the absolute BEST experiences you will find on your holiday in Thailand. We love our jobs and look forward to making wonderful memories for every single guest.
We have a Commitment to Excellence!