Cancellation & Refund Policy

1. Scope and legal priority

This policy applies to direct bookings made with Samui Van Service / T & L Samui Travel. It is intended to operate together with applicable Thai law, including rules governing tourism businesses and consumer rights. If applicable Thai law gives a customer greater or non-waivable rights, the law prevails over this policy.

✓ Samui Van Service is operated by T & L Samui Travel. Tourism Business License No. 43/01346. View TAT License

2. Airport transfers and point-to-point transfers

For airport arrivals, a genuine flight delay will not automatically be treated as a no-show where the correct flight information was provided and the customer remains reasonably contactable. If we cannot provide a confirmed transfer due to our own fault, we will refund the amount paid for the unavailable service without limiting any additional right available under applicable law.

3. Driver-only private van services

Direct driver-only private van bookings follow the same customer-friendly 24-hour cancellation rule: cancellations made more than 24 hours before the confirmed pickup time are eligible for a full refund. Cancellations made less than 24 hours before pickup and no-shows are non-refundable, subject always to any mandatory right provided by law.

Requests to change the pickup time, route, duration or passenger count are subject to availability. Any additional charge will be communicated before the change is confirmed.

4. Private tours and shore excursions

Where a booking constitutes a tour service or tour programme under Thai tourism law, cancellation and refund rights are handled in accordance with the applicable rules issued under Thai tourism legislation.

Where Thai law permits, actual and necessary expenses already paid in preparation for the tour may be deducted from the refundable amount. Any such deduction will be supported by appropriate evidence and explained to the customer. If those eligible expenses exceed the amount already paid by the customer, we will not claim the excess from the customer on that basis.

5. If a cruise ship does not call at Koh Samui

If your cruise ship does not call at Koh Samui and the booked shore excursion therefore cannot operate, the cancellation and refund will be handled in accordance with applicable Thai law. For a shore excursion operated directly by us, our intention is to refund the amount for direct services not provided, subject only to any deduction that is legally permitted, properly evidenced and applicable to the booking.

6. Third-party activities and suppliers

Some boat trips, attraction tickets or activities may be provided by independent third-party operators. Any supplier-specific cancellation condition will be disclosed before payment where applicable. Supplier terms do not override mandatory rights under Thai law, and where T & L Samui Travel is the contracting tour operator, its statutory obligations remain applicable.

7. Bookings made through another platform

If you booked through GetYourGuide, Viator or another third-party platform, please also follow the cancellation process and conditions shown in that booking platform. Platform terms do not remove any mandatory right that applies under Thai law.

8. How to cancel and how refunds are processed

Please send the cancellation in writing through WhatsApp or email and include the booking name, service date and service booked. The cancellation time is based on when we receive the written request, using Koh Samui local time (ICT, UTC+7).

Approved refunds will normally be returned to the original payment method where reasonably possible. Bank, card issuer and payment-provider processing times may vary after the refund has been initiated.