Definitions
Customer is the body who has booked and paid for the tour via Phuket Boat Charters (Hello Andaman Tours Co., Ltd. )
Tour agent is Phuket Boat Charters (Hello Andaman Tours Co., Ltd. ) who is the middleman between the customer and the tour operator. The tour agent has the moral responsibility towards the customer.
Tour operator is the body who is responsible for the tour and who is organizing and operating the tour and hotel transfer. The tour operator has the legal responsibility towards the customer.
Cancellation Policy
| 1. | All tours/boat charters must be cancelled by e-mail latest 07.00 two days before the tours/boat charter trip by specifying the booking number for the tour/boat in question. In such case the customer will be refunded 100% of the purchase price regardless of reason for the cancellation. A confirmation of the cancellation will be sent to the customer by e-mail. |
| 2. | Should the tours/boat operator cancel the boat charter anytime prior to the charter, the customer will be offered the tour/charter on another day or offered a 100% refund of the purchase price. |
| 3. | Should an advanced cash payment not follow the rules instructed by the acknowledgement e-mail and the payment has to be refunded, it is considered a cancellation by the customer and will be subject to a 25% cancellation fee. |
Change Policy
All changes to a tour/boat charter (date depending on availability, pick-up location etc) is free of charge and must be communicated via e-mail latest 07.00 the day before the tour/boat charter by specifying the booking number for the tour/boat in question. An updated confirmation will be sent to the customer by e-mail.
No Show
| 1. | Should the customer not be present for pick-up at the place and time specified in the confirmation email, or does not go on the tour/boat charter for other reasons, no refund is applicable no matter the reason (including medical reasons) and any claims need to be submitted by the customer to the customer's travel insurance company. |
| 2. | Should the customer choose to provide own transportation to the tour/boat charter, a map will be attached to the confirmation email and a latest arrival time will be specified. In the case of failure to arrive at the specified location at the latest arrival time and the tour/boat charter cannot be provided, no refund is applicable. |
| 3. | Should the tour/boat operator fail to pick-up the customer, the customer must contact the hotline number in the confirmation email, 15 minutes after the specified pick-up time. Any other means of communication (e-mail, chat etc) is strictly not accepted. Should the tour/boat charter operator claim that they were at the place and time specified in the confirmation email and we have not received such a telephone call from the customer no refund is applicable. To prove the case, request may be made to tour/boat charter operator for GPS tracker log, photos etc and to customer for contact details of hotel staff witness, photos, hotel CCTV footage etc. |
Claims
| 1. | Any claims in regards to a tour/boat charter must be communicated by e-mail by the customer not more than 10 days after the tour date. |
| 2. | Any personal incident/inconvenience that may lead to a claim must be reported to Phuket Boat Charters (Hello Andaman Tours Co., Ltd. ) at the time of occurrence by calling the hotline number specified in the confirmation email or by asking the tour/boat guide to call our hotline number. |
| 3. | Any refund due to an incident/inconvenience that has been fulfilled by paragraph 1 and 2 can only be granted if the incident/inconvenience is verifiable by the tour/boat operator and the tour/boat operator agrees to grant a refund. |
| 4. | Any refund will be paid back in the same way as the tour/boat charter was paid for. |
Boat Charter Service Confirmation
| 1. | After booking and payment of a boat charter service, the customer will receive a confirmation by e-mail within 12 hours to the e-mail address specified by the customer at the time of booking. It is the sole responsibility of the customer to check that such an e-mail has been received and contact us immediately by e-mail if it has not been received. |
| 2. | Any refusal to pay transfer fee and national park fee claiming that such information was not specified on the website or that a confirmation email with such payment information has not been received will result in refusal to participate in the charter and transportation back to the customer's hotel will be born entirely by the customer and no refund of the boat charter service will be granted. |
| 3. | The above is also applicable for cancellation and changes to a boat charter service requested by the customer as an updated confirmation will be sent to the customer. |
Pregnant Women
Pregnant women are not allowed on any speedboat tour, longtail boat tour, catamaran boat charters. Should the tour/boat operator refuse access to the boat due to pregnancy, no refund is applicable.
Children and elderly
Children under 1 years old and persons over 70 years old are not allowed on any speedboat charter, longtail boat charter or catamaran boat charter. Should the tour/boat operator refuse access to the tour due to the age limits, no refund is applicable.
Children who go for free are not entitled to own seat space in the transfer bus or on boat charter.
Luggage
There is no space for luggage in the transfer buses. If the luggage cannot fit in the customer's own seat space a dedicated seat space will have to be used for the luggage. The tour/boat operator have the right to refuse luggage in the transfer bus should there not be any seat space available and the tour/boat operator may charge extra for such luggage on their own discretion. Ridge Travel Co.,Ltd will not be able to tell how much will be charged for luggage.
Thai Citizens and National Park Fee
In order to pay the national park fee for Thai citizens, the customer needs to inform us at the time of booking about the number of Thai adults and Thai children who are being booked. Those persons need to bring a Thai identification to the tour. Failure to do so will result in that the customer will be charged national park fee for foreigners and no refund is applicable.
Tour Operator's Disclaimer
The tour/boat program is subject to change dependent on weather and sea conditions. In such a case no compensation/refund is applicable.
Tour Agent's Disclaimer
Phuket Boat Charters (Hello Andaman Tours Co., Ltd. ) use a determined tour/boat operator for each tour/boat and the tour/boat program on the website is based on the tour/boat program for that tour/boat operator. However, if the tour/boat with that tour/boat operator is fully booked, (Hello Andaman Tours Co., Ltd. ) reserves the right to book with another tour/boat operator for which the tour/boat program is similar but may be slightly different.
Phuket Boat Charters (Hello Andaman Tours Co., Ltd. ) reserves the right to cancel a tour/boat charter for anyone whom we, on our own discretion, decide has acted inappropriate or abusive to our service or staff. In such a case no refund is offered.
Phuket Boat Charters (Hello Andaman Tours Co., Ltd. ) will not offer any refund at all to anybody whom we found has been trying to get a refund in a fraudelent or abusive manner.
