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Booking changes & refunds
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How long will it take to receive my refund?
Once your refund request is approved, the refund will be initiated within 24 hours. The time taken for you to receive the refund will vary depending on your payment method.
- 1. Credit/debit card: 7-14 business days
- 2. Apple/Google Pay: 7-14 business days
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3. Local e-wallet:
- - If paid with your balance: 1-3 days
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- If paid with a credit/debit card linked to your wallet: 7-14 business days
Note: The actual timeframe can depend on your bank's policy. Please contact your bank for details.
- 4. Online banking: 7-10 business days
- 5. Bank transfer: 14-30 business days
- Note: In cases where we can't refund to you via your original payment method, your refund will be processed via bank transfer, which may take up to 30 business days.
How can I cancel/refund my booking?
- Check your activity's cancellation policy.
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1.If your activity offers free cancellation:
You can cancel the booking yourself within the cancellation period stated on your booking by following these steps:
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- - Click on your profile picture in the top right hand corner of the screen.
- - Go to the Bookings page
- Find the booking you want to cancel and select "Apply for refund"
- Select refund reason, quantity and then select "Next"
- You will then receive an email confirming that your order has been cancelled. You cannot use your previous voucher to participate in this activity.
- 2. If your activity has a conditional cancellation: policy
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- - Please check the cancellation policy listed on the Activity Page or your voucher on your Bookings page
- - If your booking fulfils the stated conditions, get in touch with Tour Planet Support for help in cancelling your booking.
- 2. If your activity has a no cancellation policy
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- - No cancellation/refunds will be provided for this activity. We apologise for any inconvenience caused.
- Notes:
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- - No refunds will be provided after you have successfully completed your booking/activity.
- - If you need to contact Tour Planet Customer Support for help cancelling your booking, please provide us with the following information to help us resolve your inquiry more quickly.
- - Full name (the same name used for the booking)
- - Your Booking Reference ID (looks like: ABC123456)
- - Activity name
- - Any relevant supporting documents to validate your cancellation requests (flight cancellation notices, medical documents, death certificates, etc.)
What can I do if I missed my booking due to a delayed/cancelled flight?
- We're sorry to hear about that. Please refer to your activity's cancellation policy for more information on whether your activity is still able to be cancelled.
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1.If your activity offers free cancellation
You can simply request to cancel and refund for your booking. For more information on how to cancel your booking, check out this article
- 2. If your activity offers no cancellation OR you are not eligible for free cancellation, get in touch with ) with Tour Planet Support the following information:
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- - Full name (the same name used for the booking)
- - Your Booking Reference ID (looks like: ABC123456)
- - Activity name
- - Any relevant supporting documents (flight cancellation notices, etc).
- We will do what we can to help.
What does "Conditional cancellation" mean?
- Activities with "conditional cancellation" can be cancelled as long as certain conditions are met.
- For example, cancellation conditions could include:
- 1. A cancellation handling fee being charged to the price of your booking
- 2. Free cancellations offered for weather conditions
- 3. Cancellation only being offered for part of your booking.
- If your activity is eligible for conditional cancellation and you want to apply for a refund:
- 1. Click on your profile picture in the top right hand corner of the screen.
- 2. Go to the Bookings page
- 3. Find the booking you want to cancel and select 'Apply for refund'
- 4. Select refund reason, quantity and then select 'Next'
- If you are unable to cancel/refund your booking from your Bookings page, get in touch with Tour Planet Support and we will help you to process your refund request.
Can latecomers or no-shows get a refund?
- Check your voucher's validity period!
- 1. For Open Date Tickets If you're unable to participate in your activity on your original date, you can still use your ticket on another date within the voucher validity period! Check the "How to use > Voucher validity" section of your voucher for more information on its validity period.
- 2. For Fixed Date Tickets Customers who no-show for their booking without notice will not be able to receive a refund for their booking.
- If you are unable to take part in your activity for a valid reason (severe illnesses, personal emergencies, flight cancellations, etc), please inform your activity operator as soon as possible! They may be able to make reasonable arrangements for you.
- If you do not have your activity operator's contact information, please get in touch with Tour Planet Support and we'll do what we can to help.
What can I do if my activity was cancelled by the operator?
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We're sorry to hear that. Get in touch with Tour Planet. and we'll do our best to make it right.
Please provide us with the following information to help us resolve your inquiry more quickly. - 1. Full name (the same name used for the booking)
- 2. Your booking reference ID (looks like: ABC123456)
- 3. Activity name
- 4. Any relevant supporting documents (notices from the merchant, pictures from the activity venue, etc).
Will my TourCash and promo codes be refunded if I cancel my activity?
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1. Tour Planet
Any TourCash you've used will automatically be refunded to your account. You will be able to use these TourCash to make another booking.
- 2. Promo codes
- Please check the Terms & Conditions of the promo code you've used.
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- - If your promo code is one time use only, unfortunately we cannot provide you with a new promo code
- - If your promo code is not one time use only, the code will automatically be added to your account and you can use it on another booking.
What can I do if I've tested positive for Covid-19 and cannot participate in my activity?
- We're sorry to hear that.
- Please refer to the package details of your original booking.
- 2. 1. If your activity has an "open date" policy
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- - You can use your voucher on another date within the voucher validity period to participate in this activity.
- For more information on our Open Date policy, check out this article.
- 2. if your activity offers "free cancellation"
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- - You can simply cancel and refund your booking, and re-book this activity when you're feeling better.
- For more information on how to cancel your booking, check out this article.
- 3. If your activity has a "no cancellation" policy OR you are not eligible for free cancellation Get in touch with Tour Planet Club. with the following information.
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- - Full name (the same name used for the booking)
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- - Your Booking Reference ID (looks like: ABC123456)
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- - Activity name
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- - Any relevant supporting documents (pictures of your positive test result, etc).
- We'll let the operator know the details of your situation, and they may be able to make reasonable accommodations for you. Please note, however, that such accommodations are subject to the final decision of the operator.