Refund Policy

Last updated: Feb 2026

1. Our Role as a Marketplace

Arkhipelag is an online marketplace that connects travelers with independent tour operators in Thailand. We do not operate the tours ourselves. Each tour listed on our platform is provided by a third-party operator who is responsible for delivering the service.

When you book a tour through Arkhipelag, we collect your payment and forward it to the tour operator on your behalf. Refund requests are subject to each operator’s individual cancellation policy, which is clearly displayed on the tour page before you complete your booking.

2. Standard 24-Hour Cancellation Policy

Most tours on Arkhipelag offer a standard 24-hour cancellation policy:

  • Cancel at least 24 hours before the scheduled tour start time – You will receive a full refund of the tour price (minus any non-refundable deposit or platform fees, if explicitly stated).
  • Cancel less than 24 hours before the tour start time – The tour is non-refundable, unless the operator offers a more flexible policy.
  • No-show (failure to arrive at the meeting point on time) – No refund will be issued.

⚠️ Important: Some tours may have different cancellation terms (e.g., 48-hour policy, non-refundable bookings, or weather-dependent rules). Always check the “Cancellation Policy” section on the individual tour page before booking.

3. How to Request a Refund

To request a refund, please contact us at support@arkhipelag.shop with your booking reference number.

4. Operator-Initiated Cancellations

If a tour operator cancels your booking for any of the following reasons, you are entitled to a full refund:

  • Insufficient number of participants (minimum group size not met)
  • Mechanical issues with the boat or vehicle
  • Closure of national parks or attractions
  • Any other reason on the operator’s side

In such cases, we will notify you as soon as possible and offer either a full refund or the option to rebook on another date at no extra charge.

5. Weather & Force Majeure

The Similan Islands, Phi Phi, and other marine tours are weather-dependent.

  • If the tour operator cancels due to unsafe weather conditions (storm warning, rough seas, port closure) – You will receive a full refund or the option to reschedule.
  • If the tour operates as scheduled but weather conditions are not perfect (e.g., light rain, clouds, moderate waves) – No refund will be issued. The operator’s decision to run or cancel is based on official marine authority guidelines.

Force majeure events (natural disasters, pandemics, political unrest) are handled on a case-by-case basis.

6. Special Cases & Exceptions

  • Late arrival: If you arrive late to the pickup point, the boat will not wait. No refund will be provided.
  • Illness or injury: Please contact us immediately. Refunds are not guaranteed but will be reviewed case by case with the operator.
  • Dissatisfaction with the tour: We do not offer refunds for subjective dissatisfaction (e.g., “not enough fish seen” or “weather was too hot”). If a tour did not match its description, please contact us and we will investigate.

7. How Refunds Are Processed

Once a refund is approved by the tour operator:

  • Refunds are issued to your original payment method (credit card, PayPal, etc.).
  • Processing time depends on your bank or payment provider, typically 5–10 business days.
  • Platform fees (if any) may be non-refundable unless otherwise stated.

8. Partial Refunds & Changes

If you wish to change your booking date or reduce the number of participants:

  • Changes requested more than 24 hours before the tour – usually free of charge (subject to operator availability).
  • Changes requested less than 24 hours before the tour – treated as a cancellation and may incur 100% charge.

For tours with non-refundable deposits, the deposit will not be returned if you cancel or change your booking.