Refund Policy
Last updated: 8 June 2026
This Refund Policy explains how cancellations, booking changes and refunds are handled for Services booked through Arkhipelag. It forms part of the Arkhipelag Terms of Service.
1. Platform Role
1.1 Arkhipelag is an online booking platform that connects customers with independent local providers in Thailand. The catalogue includes tours and activities, transport and vehicle rental, tickets for events and attractions, bespoke event catering, and other travel-related services (together, the “Services”).
1.2 Arkhipelag is not the provider or performer of the Services listed on the platform.
1.3 Payments made through Arkhipelag are processed as part of the booking process for the selected provider (the “Provider”), and refunds are governed by this Refund Policy together with the cancellation conditions applicable to the booked Service.
1.4 Where a listing page displays cancellation conditions that differ from this Policy, the conditions on the listing page apply to that booking.
2. Cancellation Conditions by Category
Cancellation terms differ by category. Unless a different cancellation policy is displayed for a specific listing, the following applies. All deadlines are calculated by reference to the local time in Thailand at the scheduled start time stated in the booking confirmation.
2.1 Tours and activities
- At least 24 hours before the scheduled start time: full refund.
- Less than 24 hours before the scheduled start time: no refund.
- Failure to arrive at the designated pickup or meeting point on time (no-show): no refund.
2.2 Transport and vehicle rental
- At least 24 hours before the scheduled pickup or transfer time: full refund.
- Less than 24 hours before the scheduled pickup or transfer time: no refund.
- Failure to collect the vehicle, or failure to present a valid driving licence or other required document at the rental desk: no refund.
- Early return of a rented vehicle: no refund of unused rental time unless the Provider agrees.
Security deposits and card pre-authorisations are collected, held and released by the Provider, not by Arkhipelag, and are outside the scope of this Policy. Fuel shortfalls, damage, traffic fines, tolls, impound charges and insurance excess are matters between you and the Provider.
2.3 Tickets for events and attractions
- Tickets are generally non-refundable and may be non-transferable once issued. The conditions applicable to a ticket are shown on the listing page before you book and prevail over the general terms of this Policy.
- Where the listing states that a ticket is refundable, the stated deadline and any administrative fee apply.
- Where the organizer cancels, postpones, reschedules, relocates or materially changes the event, the outcome is determined by the organizer. We will pass on whatever the organizer offers, whether a refund, a credit or an alternative date, and will assist you in obtaining it.
- Changes to line-ups, timings, performers, seating or programme content do not, in themselves, give rise to a refund.
2.4 Bespoke event catering
Catering is prepared to order and involves advance procurement, so cancellation terms are stricter. Unless the booking confirmation states otherwise:
- More than 7 days before the event: full refund, less any deposit stated as non-refundable at the time of booking.
- Between 72 hours and 7 days before the event: 50% refund.
- Less than 72 hours before the event: no refund.
- Reductions in headcount after the final headcount deadline stated in the booking confirmation are charged in full.
- Failure to provide access to the venue at the agreed time, or absence of any permission or licence that is your responsibility, is treated as a no-show and no refund is due.
2.5 Other Services
Where a Service does not fall within the categories above, the cancellation conditions shown on its listing page apply. Where none are shown, the terms in section 2.1 apply.
3. How to Request a Cancellation or Refund
3.1 Cancellation and refund requests must be submitted in writing to support@arkhipelag.shop, quoting the booking reference and the name of the customer.
3.2 A cancellation takes effect when we receive your request, not when you decide to cancel. Cancellations communicated only to the Provider, to a guide, driver or venue, or through social media channels may not be registered in time.
3.3 Requests relating to a Service already supplied, for example a claim that it did not match its description, should be submitted within 14 days of the date of the Service so that the matter can be reviewed with the Provider while records are available.
4. Provider-Initiated Cancellations
If the Provider cancels the Service because of unsafe weather, operational issues, vehicle unavailability, insufficient participants, closure of attractions, regulatory restrictions, or another reason beyond your control, you will be offered:
- a full refund; or
- an alternative date, vehicle or arrangement where available.
Where you accept an alternative, the cancellation policy for the relevant category applies to the rescheduled booking. Where an event organizer cancels, section 2.3 applies.
5. Weather and Force Majeure
5.1 Marine tours, island tours, boat rentals and outdoor events and catering are weather-dependent.
5.2 If the Provider cancels due to unsafe weather or official restrictions, a full refund or rescheduling option will be provided.
5.3 If the Service is supplied as scheduled, no refund is available because of ordinary weather variations, including light rain, clouds, moderate waves, heat, visibility conditions or similar circumstances.
5.4 Providers may adjust routes, stops, timings, menus or the order of activities for reasons of safety, weather, tides, ingredient availability or regulatory restriction. Such adjustments do not, in themselves, give rise to a refund where the Service is materially performed.
5.5 Force majeure events may be considered individually depending on the circumstances and applicable law.
6. Services Already Supplied
6.1 No refund will be issued once the booked Service has been supplied, performed or materially performed for the customer.
6.2 Where the customer identified in the booking confirmation has participated in or received the booked Service, taken possession of a rented vehicle, been admitted to an event, or taken delivery of a catering order, the Service is considered delivered and the corresponding payment obligation is considered fulfilled.
6.3 Where you leave a tour early, return a vehicle early, leave an event early, or do not take part in individual elements of a Service for reasons within your own control, no partial refund is due.
7. Late Arrival, Illness and Dissatisfaction
- Late arrival: no refund.
- Illness or injury: refunds are not guaranteed and may be considered only where the Provider agrees or applicable law requires. We recommend that customers hold travel and medical insurance covering cancellation for medical reasons.
- Subjective dissatisfaction: no refund will be issued for personal opinions regarding weather, wildlife visibility, crowd levels, sea conditions, venue atmosphere, taste preferences or other subjective factors.
If a Service materially failed to match its advertised description, please contact us promptly so that the matter can be reviewed with the Provider.
8. Booking Changes
8.1 Requests to change the date, time, vehicle, headcount or number of participants are subject to Provider availability.
- Tours, activities, transport and vehicle rental, more than 24 hours before the scheduled start: changes are usually free of charge.
- Tours, activities, transport and vehicle rental, less than 24 hours before the scheduled start: changes may be treated as a cancellation and may result in a 100% charge.
- Tickets: changes are possible only where the organizer permits them.
- Catering: menu and headcount changes are possible until the deadlines stated in the booking confirmation. After the final headcount deadline, reductions are charged in full and increases are subject to capacity.
8.2 A change to the name of the customer is possible only where the Provider or organizer permits it and where the request is made in writing before the Service. Because the booking confirmation identifies the person entitled to receive the Service, name changes made at the pickup point, rental desk or venue cannot be accepted.
8.3 Where a change results in a higher price, the difference is payable before the change is confirmed. Where it results in a lower price, the difference is refunded in accordance with section 9.
9. Refund Processing
9.1 Approved refunds are issued to the original payment method used for the booking.
9.2 Refunds are made to the person who made the payment. Where a booking was paid for by a third party, including an employer or company, the refund is returned to that payer’s payment method, and not to the customer or to any other account, unless the payment provider makes this impossible. We are not able to redirect refunds to a different card, account or person.
9.3 Processing times depend on the payment provider and the issuing bank and are typically 10–15 business days.
9.4 Refunds are issued in the currency of the original transaction. Where your bank applies currency conversion, the amount you receive may differ from the amount originally charged because of exchange rate movements and bank fees. Such differences are not compensated by Arkhipelag.
9.5 Any non-refundable deposits, processing fees or platform fees disclosed before booking may remain non-refundable where permitted by applicable law.
10. Identity Verification and Payments Declined for Security Reasons
10.1 Verification before purchase. As described in the Terms of Service, identity verification is required before a booking can be completed and a payment accepted. Where verification is not completed or is unsuccessful, the booking is not completed and no payment is taken. Where an amount has nevertheless been taken, it is returned in full to the original payment method, and the cancellation charges in section 2 do not apply.
10.2 Verification before a refund. Where a refund is due and we are unable to confirm that the request comes from the customer or the original payer, we may ask for verification before releasing the funds. This protects you against refunds being redirected by a third party. Any delay caused by an outstanding verification request is not included in the processing times stated in section 9.3.
10.3 Payment screening. Arkhipelag, its payment service providers and the issuing bank may decline, hold, verify or cancel a payment, including a payment made by a person other than the named customer, for security reasons and in order to prevent fraud. Where a payment is declined before the booking is confirmed, no booking arises and no charge is retained.
10.4 Where funds have already been taken and the booking is then cancelled under these provisions, the full amount is returned to the original payment method. Depending on the payment provider, this may take the form of a reversal of the authorisation rather than a refund transaction, in which case the funds may become available sooner.
10.5 Arkhipelag is not liable for any loss arising from a payment being declined, held or cancelled for security reasons, including where the Service subsequently becomes unavailable or the price changes.
11. Chargebacks and Payment Disputes
11.1 If you believe a charge is incorrect, please contact us first at support@arkhipelag.shop. Most issues can be resolved faster directly than through a bank dispute.
11.2 Where a chargeback or payment dispute is initiated in relation to a booking, we may suspend or cancel the affected booking pending the outcome and will provide the payment provider with the booking record, including the booking confirmation, the identity of the customer, the record of identity verification, and evidence that the Service was supplied.
11.3 Where a Service has been supplied or materially performed for the customer identified in the booking confirmation, the payment obligation is considered fulfilled, and a chargeback on that basis will be contested.
11.4 Where a chargeback is initiated by a third-party payer in relation to a Service that was supplied to the named customer, we may seek recovery of the amount from that customer and may decline future bookings associated with that customer or payment method.
12. Governing Law
12.1 This Refund Policy is governed by the laws of Thailand.
12.2 Any dispute relating to refunds, cancellations or payments made through Arkhipelag shall be subject to the exclusive jurisdiction of the competent courts of Phuket, Thailand.
12.3 Nothing in this Policy deprives a consumer of the protection of any mandatory provisions of the law of their country of residence where such protection cannot be excluded by agreement.
13. Contact
For refund requests or questions regarding this Refund Policy, please contact us below. Please include your booking details.
Email: support@arkhipelag.shop