Order Cancellation & Refund Policy

Thank you for using the matchmaking platform operated by PLAY TRAVEL COMPANY LIMITED (“the Company”). The following explains our payment structure, cancellation process, and refund policy to help you book with confidence.

By completing your order and payment, you acknowledge that you have read, understood, and agreed to this policy.

1. Payment Structure

Deposit

The deposit is paid at the time of booking and is used to cover guide matching, communication, schedule reservation, and booking confirmation. It also serves as a performance guarantee once the booking is confirmed.

If the booking is canceled by the traveler for personal reasons, the deposit will be used to offset incurred operational costs.

Remaining Service Fee

Unless clearly marked as “Collected by Platform”, the remaining service fee is usually paid directly to the guide on the service day.

This refund policy applies only to amounts collected by the platform (i.e. the deposit or platform-collected service fees).

2. Traveler-Initiated Cancellation

We understand that travel plans may change. The following rules aim to balance traveler protection and fair arrangements for guides.

Cancellation 7 days or more before service

Deposit is non-refundable.
Platform-collected service fees will be fully refunded (minus payment processing fees).

Cancellation 3–6 days before service

Deposit is non-refundable.
50% of platform-collected service fees will be refunded.

Cancellation within 48 hours of service

Deposit is non-refundable.
Platform-collected service fees are also non-refundable.

The deposit covers operational work that begins immediately after confirmation. Thank you for your understanding.

3. Cancellation Process & Refund Timing

Cancel via “My Orders” in your account or contact customer support.
Eligible refunds will be initiated within 3 business days.
Funds typically arrive within 15–45 business days depending on the bank or payment provider.

4. Platform or Guide Unable to Provide Service

No guide confirmation within 24 hours: full refund or guide replacement.
Force majeure: full refund if service has not started.
Guide interruption: proportional refund for unfulfilled service (platform-collected only).

5. Additional Notes

On-site payments must be refunded directly by the guide if applicable.
No-show or late arrival over 15 minutes without notice may result in service termination.
Date or guide changes are treated as a new booking.

6. Contact Us

Service Hours: 08:30–22:30 (UTC+7)
LINE: @859oprjs
WhatsApp: +84 848 525 689
Email: support@playfultours.com

7. Policy Updates

The Company reserves the right to revise this policy at any time. Updates take effect upon publication.