Cancellation & Refund Policy

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Part I of this document outlines the general cancellation policy according to the type of Merchants. Part II outlines how we handle your refund requests in the event that you decide to cancel your purchased product/service.

Please note that this document is meant to be a general guideline and does not reflect the actual cancellation policy for the tours/activities/packages and service types of any Merchants. The cancellation and refund policy for each of the tours/activities/packages available will differ according to its respective service type.

Part I

1. General Cancellation Terms

1.1.
Users shall be able to cancel the booking based on the cancellation policy of the service.
1.2.
Each service offered by a Merchant has its own cancellation policy.
1.3.
You may refer to the cancellation details of your booking to see if you are eligible to amend the booking details or if you are eligible to proceed with a refund.
1.4.
If the service includes a refund, the service booking will be placed under the refund status.
1.5.
For more information on how we handle your refunds, please read Part II of this document.
1.6.
Once the cancellation is in place, the booking shall be canceled in the system, and as such, any booking vouchers will no longer be available, and any booked seats/slots/spaces will be made available once more for the service.
1.7.
Cancellation windows vary on a case by case basis, therefore it is the User’s responsibility to ensure the availability and suitability of any service/product they intend on purchasing before making a booking.
1.8.
Please consult our Support Team directly if you have any enquiries or complaints concerning the service you received in connection with your voucher.
1.9.
Except as expressly set forth herein, all fees paid for vouchers are non-refundable.
1.10.
Prices quoted for vouchers are in the currency stated on the Website at the time before purchase.
1.11.
If you purchased a voucher for an event that has been canceled by the Operator, Traworld will notify you as soon as reasonably practicable and will process a full refund to the payment method/account/credit card you used to purchase said voucher.

2. Cancellation Outline based on Merchant Type

2.1.
Tour Operators
2.1.1.
Cancellation Terms:
2.1.1.1.
For cancellations within a week before the travel date - 100% of the total fare will be forfeited.
2.1.1.2.
For cancellations made 14 days before the travel date – 50% of the total fare will be forfeited.
2.1.1.3.
For cancellations made 28 days before the travel date – 30% of the total fare will be forfeited.
2.1.1.4.
For cancellations made 45 days before the travel date – 20% of the total fare will be forfeited.
2.1.1.5.
For cancellations made 60 days before the travel date – 10% of the total fare will be forfeited.
2.2.
Tour Guides
2.2.1.
Cancellation Terms:
2.2.1.1.
Booking cancellations that are made within 14 days before the travel date will be Free of Charge (FOC).
2.2.1.2.
For cancellations made after the above grace period, please refer to the individual tour guide services/packages offered.
2.3.
Attraction Merchants
2.3.1.
Attraction Merchants are merchants or partners that offer existing entrance ticket promotions and packages to amusement parks, museums, and other attractions such as but not limited to Universal Studios, Seaworld, London Dungeon and Aquarium, etc.
2.3.2.
Cancellation Terms: NO cancellations allowed. All cancellations made will be non-refundable and forfeited at cancellation/upon the lapse of the date stated for the Attraction ticket/voucher usage.
2.4.
Experience Host
2.4.1.
‘Experience’ in this context refers to any and all activities that go beyond the typical tour or class.
2.4.2.
Instead, these tours are designed and led by locals/hosts around the world.
2.4.3.
This way, locals/hosts get to share their experiences, stories, culture, and culinary delights with their clients for a more personalized tour.
2.4.4.
Booking cancellations that are made within 14 days before the travel date will be Free of Charge (FOC).
2.4.5.
For cancellations made after the abovementioned grace period, please refer to the individual tour guide services/packages offered.

3. Cancellation Due to Incomplete Payment

Part II

1. General Refund Terms

1.1.
Refunds are generally made on a case-by-case basis.
1.2.
Traworld and its Merchants reserve the right to perform refund procedures based on proof of payment/purchase for any packages/tours/activities that were booked
1.3.
In the rare case that an activity that you have booked is cancelled, you will be given the option of booking an alternative date or requesting a full refund.
1.4.
If your cancellation is approved, your refund will be processed immediately and is subject to the refund processing terms and conditions of each Merchant. They may vary according to the payment method that was used.
1.5.
For credit/debit card payments, it usually takes 21 working days, or up to 30 days for certain banks, for you to receive the refund in your bank account. Please check with your individual banks and Merchant terms and conditions for more details.
1.6.
If you have still not received your refund within the above stipulated time frame, kindly send an email to [email protected].

2. User Rights of Refund

2.1.
Users shall be able to cancel their booking based on the cancellation policy of the services.
2.2.
Please check the cancellation details of your booking to see if you are eligible for a refund.
2.3.
If the service includes a refund, the service will be placed under the Refunds section of your account.
2.4.
Users shall be able to view the refund status by clicking on the user icon located on the header of the website and at the tab footer of the mobile application.
2.5.
The refund status outline shall indicate if the refund is:
2.5.1.
Pending (awaiting approval);
2.5.2.
Processing (processing refund); and
2.5.3.
Completed (refund complete).
2.6.
Users shall be able to view the following information to keep track of their refunds, such as but not limited to:
2.6.1.
Refund ID number such as product and/or service name;
2.6.2.
Product and/or service unit amount; and
2.6.3.
Product and/or service price.
2.7.
Under certain unforeseeable circumstances (e.g. flight cancellation, natural disaster, etc.), we would offer refunds to users if relevant proof is provided.

3. User Responsibilities

3.1.
In order to use your purchased packages/services/tours/vouchers, you must be personally present at the meeting point designated by the relevant Merchant on time, and present such documents and/or information as may be required by the Merchant, which may include your Confirmation Number and/or your printed voucher.
3.2.
If you fail to appear on time or to provide the required documents or information, no refunds will be granted.
3.3.
Merchants may, at their discretion, also require you to provide an identification document bearing your photo in order to use your purchased packages/services/tours/vouchers.
3.4.
Neither Traworld nor the Merchant is responsible for lost, destroyed or stolen purchased packages/services/tours/vouchers or Confirmation Numbers.
3.5.
Your purchase shall be deemed null and void if the relevant service(s) to be provided is prohibited by law.
3.6.
If you attempt to use a voucher in an unlawful manner (e.g. You attempt to use a voucher for wine tasting when you are under the legal age to do so), the respective Merchant may refuse to accept your voucher, and no refunds will be granted in such circumstances.
3.7.
In the event the purchased packages/services/tours/vouchers are admission tickets to one-time events ('Events'): the date(s) on which a voucher can be used will be stated on the voucher.
3.8.
If you do not use your vouchers on or by the date(s) noted on such vouchers, except as expressly set forth therein, no refunds will be granted.