Effective Date: 27 August 2026
This Refund & Cancellation Policy applies to bookings made directly through Tuk Took and Ride and may also apply to bookings made through approved travel agents or affiliate partners, subject to the specific booking conditions.
1. Booking Payments
Depending on the service, customers may be required to pay:
- Full payment
- Partial payment/deposit
- Security deposit
- Booking fee
- Additional charges
The amount and payment requirements will be displayed or communicated during the booking process.
A reservation is considered confirmed only after the required payment or confirmation requirements have been completed.
2. Cancellation by Customer
Customers may request cancellation by contacting us using the contact information provided in their booking confirmation.
Cancellation requests should include:
- Booking number
- Customer name
- Booking date
- Contact details
- Reason for cancellation, where relevant
The refund amount will depend on the cancellation conditions applicable to the booking.
3. Recommended Cancellation Structure
Unless a different condition is specifically stated on the booking:
More than 7 days before pickup
The customer may receive a refund of the amount paid, less any non-refundable payment-processing, administrative, or third-party charges.
3–7 days before pickup
A partial refund may be provided, depending on the booking and circumstances.
Less than 72 hours before pickup
The booking may be partially refundable or non-refundable.
No-show
If the customer does not arrive for the booking and does not contact us within the applicable period, the booking may be treated as a no-show and may be non-refundable.
Important: The exact percentages should be adjusted to your company’s actual commercial policy before publication.
4. Refund Processing
Approved refunds will normally be returned using the original payment method where technically possible.
Refund processing times may depend on:
- Payment provider
- Bank
- Credit/debit card provider
- International payment processing
- Currency conversion
The company is not responsible for delays caused solely by a customer’s bank or payment provider.
5. Payment Processing Fees
Where applicable, payment-processing fees charged by third-party payment providers may be non-refundable.
Any such deduction will be communicated where applicable.
6. Currency Conversion
Customers may see different amounts because of:
- Exchange-rate fluctuations
- Bank conversion rates
- International transaction fees
- Payment-provider conversion charges
The company is not responsible for exchange-rate differences imposed by banks or payment providers.
7. Cancellation by the Company
We reserve the right to cancel or modify a booking where reasonably necessary because of:
- Vehicle unavailability
- Mechanical problems
- Safety concerns
- Severe weather
- Road closures
- Government restrictions
- Natural disasters
- Accidents
- Force majeure
- Operational circumstances
Where the company cancels a booking and cannot provide a reasonable alternative, the customer may be entitled to a refund of amounts paid for the affected service.
8. Vehicle Breakdown
If a rented tuk-tuk experiences a mechanical breakdown that is not caused by customer misuse, we will make reasonable efforts to:
- Provide assistance
- Repair the vehicle
- Replace the vehicle where reasonably possible
- Provide an alternative solution
Refunds for unused rental periods may be considered depending on the circumstances.
9. Customer-Caused Damage
Refunds do not necessarily apply to amounts relating to:
- Vehicle damage
- Lost keys
- Lost documents
- Traffic fines
- Cleaning charges
- Fuel charges
- Towing charges
- Recovery charges
- Misuse of the vehicle
- Contract violations
These amounts may be deducted from the security deposit or charged separately.
10. Early Return
If a customer returns a tuk-tuk before the agreed rental end date, the unused rental period is generally not automatically refundable.
Any exception will be at the company’s discretion or according to the booking-specific cancellation terms.
11. Late Return
If the vehicle is returned after the agreed return time, additional charges may apply.
Additional charges may include:
- Additional rental time
- Additional rental day
- Recovery costs
- Operational costs
- Customer transportation costs
12. Tours and Rides
For tuk-tuk rides, tours, and driver-operated services:
If the customer arrives late, the scheduled service may still end at the originally agreed time.
The company may not be able to extend the service because of:
- Another booking
- Driver availability
- Traffic
- Weather
- Operating restrictions
13. Weather Conditions
For safety reasons, tours or rides may be modified, postponed, or cancelled because of severe weather.
Where the company cancels a service due to unsafe conditions, we may offer:
- Rescheduling
- Alternative service
- Credit
- Refund
depending on the circumstances.
14. No-Show
A customer may be classified as a no-show if:
- They do not arrive at the agreed pickup location
- They cannot be contacted
- They fail to provide required documents
- They arrive outside the permitted pickup period
- They refuse to comply with mandatory rental requirements
No-show bookings may be non-refundable.
15. Security Deposit
Where a security deposit is required, the deposit may be used to cover:
- Vehicle damage
- Missing equipment
- Lost keys
- Excessive cleaning
- Fuel shortages
- Traffic fines
- Parking fines
- Recovery costs
- Other amounts payable under the rental agreement
Any remaining balance will be returned after the vehicle has been inspected and relevant charges have been determined.
16. Disputing a Charge
If a customer believes a charge is incorrect, they should contact us within [7/14] days of receiving the charge.
The customer should provide:
- Booking number
- Date of rental
- Relevant receipts
- Photographs where applicable
- Explanation of the dispute
We will review the matter reasonably and provide a response.