Terms & Conditions
ChiangMai-Tours.com, operated by Malloo Holiday.
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1. General Terms
These Terms and Conditions govern your use of ChiangMai-Tours.com, operated by Malloo Holiday, the trading name of EVERLASTX CO., LTD. (registered company no. 0505568008596), and all bookings made through our platform. EVERLASTX CO., LTD. is the contracting party for every booking made here.
By accessing our website and making a booking, you accept and agree to be bound by these terms and conditions. If you do not agree with any part of these terms, please do not use our services.
2. Booking and Payment
2.1 Booking Confirmation: A booking is confirmed only when you receive a confirmation email from us with your booking reference number.
2.2 Payment: Full payment is required at the time of booking unless otherwise stated. We accept major credit cards, debit cards, and other payment methods as displayed on our website.
2.3 Pricing: All prices are displayed in Thai Baht (฿) and include applicable taxes unless otherwise stated. Prices are subject to change without notice until booking is confirmed.
2.4 Service Fees: Booking and service fees will be clearly displayed before final payment. These fees cover payment processing, platform maintenance, and customer support.
2.5 Account Credits: If you have account credits from previous cancellations, you may apply them during checkout to reduce your total payment amount. Credits are valid for 12 months from the date they are issued (we send a reminder before they expire) and can be combined with any payment method.
3. Cancellation and Refunds
This section covers tours, activities, tickets, appointments and golf tee times. The same refund ladder applies to all of them - what changes between them is only the moment the countdown ends, which is set out in 3.2.
Luggage storage is different and is governed by section 4.
Measured against the start time defined in 3.2:
| You cancel | You receive |
|---|---|
| 48+ hours before | Full refund. Your choice of 100% as account credits (issued immediately), or a refund to your original payment method minus a payment-processing deduction of฿60 plus 5% of the refunded amount. |
| 36-48 hours before | 100% of the amount paid as account credits. |
| 24-36 hours before | 80% of the amount paid as account credits. |
| Less than 24 hours before | Non-refundable. |
| No-show | No refund. |
3.2 What the deadline is measured from
Every deadline above counts back from the moment your booking starts, in Chiang Mai local time (UTC+7). What counts as the start depends on what you booked:
| What you booked | The countdown ends at |
|---|---|
| Tours & activities | The tour start time on your booked date - your pickup time where we pick you up, otherwise the meeting-point time. |
| Tickets & timed entry | The start of the time slot you booked. |
| Spa, wellness & beauty appointments | Your appointment time. |
| Golf tee times | Your tee time. |
| Bookings with no set time | Midnight (00:00) Chiang Mai time at the start of your booked date. |
Your confirmation email and your bookings page always show the exact date and time your booking starts.
3.3 Products with their own window
Some products set their own free-cancellation window, which replaces the top tier of the ladder for that product. Where one applies it is displayed on the product page and on the checkout page before you pay, and it is the window that governs your booking. The lower tiers never extend beyond it.
Individual products may also carry additional cancellation notes from the operator; these are shown on the product page.
Account credits are the fastest option and always return the full refundable amount with no deduction. They are issued immediately when the cancellation is confirmed, are valid for 12 months from issue (we email a reminder before expiry), and can be used for any future booking on our platform.
Refunds to your original payment method are available in the top tier only and carry a payment-processing deduction of ฿60 plus 5% of the refunded amount, because card processors do not return their fees to us on a refund. Where that deduction would equal or exceed the refundable amount, the card option is not offered and the refund is issued as account credits instead.
3.5 If we cancel, or the weather does
Cancellation by us: In the rare event that we must cancel due to unforeseen circumstances, you will receive a full refund in credits or to your original payment method (at your choice), or the option to reschedule to another date at no additional cost. The deduction in 3.4 does not apply when we are the ones cancelling.
Weather and safety: Activities may be cancelled or rescheduled due to severe weather or safety concerns. In such cases you will be offered credits for the full amount or the option to reschedule to another available date.
Account credits are added to your account immediately when the cancellation is confirmed, and can be seen on your bookings page and applied to any future booking during checkout.
Refunds to your original payment method are reviewed by our team, normally within 1-2 business days. Once issued, banks typically take a further 5-10 business days to show the amount. If a card refund request cannot be completed for any reason, you receive the full refundable amount as account credits instead.
4. Luggage Storage
Luggage storage does not use the refund ladder in section 3. The rules are:
- Before check-in: A storage booking paid online in advance can be cancelled at any time before check-in. The amount paid is refunded to your card, minus the non-refundable online payment fee where one was charged.
- After check-in: Storage fees are non-refundable once check-in has been completed. This includes same-day, overnight and multi-day storage, and applies whether or not you collect your bags early.
- Cancellation fee: Where we agree to refund a booking that has already been checked in, a cancellation fee is deducted from the refund. Your bags have been tagged, recorded and placed into storage by that point, and that work is not recoverable. The fee is charged per booking: ฿30 for the first bag and ฿10 for each additional bag in the same booking (so ฿60 for four bags). A booking is cancelled as a whole; individual bags cannot be cancelled separately. Where the booking was paid by card, the non-refundable payment fee above is deducted in addition to this fee.
- Extensions: Storage extensions are non-refundable once confirmed and paid.
- How refunds are returned: A booking paid by card is refunded to the same card, and normally reaches your account within 5 to 10 business days depending on your bank. A booking paid in cash at our office is refunded in cash at that office, at the time of cancellation.
4.2 Liability: While we take every precaution to safeguard your belongings with 24/7 CCTV surveillance and individual bag tracking, our liability is limited to the declared value of stored items. We are not responsible for valuables left inside luggage. Please do not store prohibited, perishable, or hazardous items.
4.3 Unclaimed Items: Items not collected within 30 days after the agreed checkout date will be considered abandoned. We will attempt to contact you before disposing of unclaimed items.
4.4 Bag photographs: We photograph bags at check-in so they can be identified at collection. How long we keep those photographs is set out in our Privacy Policy.
5. Taking Part in a Tour or Activity
5.1 Age Requirements: Some tours have minimum age requirements for safety reasons. Please check the tour details before booking.
5.2 Health and Safety: Participants must be in good health and physical condition suitable for the activity. Please inform us of any medical conditions, disabilities, or special requirements at the time of booking.
5.3 Behavior: Participants are expected to follow instructions from guides and behave respectfully. We reserve the right to remove any participant whose behavior is deemed unsafe or disruptive, without refund.
5.4 Punctuality: Please arrive at the designated meeting point at least 15 minutes before the scheduled departure time. Late arrivals may result in missing the tour without refund. For tickets, appointments and tee times, arriving after your booked slot may mean it cannot be honoured, and is treated as a no-show under 3.1.
6. Liability and Insurance
6.1 Our Liability: While we take every precaution to ensure your safety, participation in tours and activities is at your own risk. Malloo Holiday is not liable for any injury, loss, damage, or expense arising from participation in our tours except where caused by our negligence.
6.2 Insurance: We strongly recommend that all participants have appropriate travel and medical insurance. Our tours include basic liability insurance as required by Thai law.
6.3 Personal Property: We are not responsible for loss or damage to personal property during tours.
7. Changes to Tours
7.1 Itinerary Changes: We reserve the right to make minor changes to tour itineraries if necessary due to weather, road conditions, or other factors beyond our control.
7.2 Rescheduling: If you need to reschedule your booking, please contact us at least 3 days in advance. Rescheduling is subject to availability and may incur fees.
8. Photography and Marketing
During tours, photographs and videos may be taken for marketing purposes. By participating in our tours, you consent to the use of your image in our promotional materials. If you do not wish to be photographed, please inform your guide.
9. Force Majeure
We shall not be liable for any failure to perform our obligations due to circumstances beyond our reasonable control, including but not limited to acts of God, war, terrorism, riots, civil unrest, natural disasters, or government restrictions.
10. Complaints and Disputes
If you have any complaints about our services, please notify your guide or contact us immediately so we can attempt to resolve the issue. If the matter cannot be resolved to your satisfaction, you may submit a formal complaint in writing within 14 days of your tour date.
11. Governing Law
These Terms and Conditions are governed by the laws of Thailand. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the Thai courts.
12. Contact Information
For questions about these Terms and Conditions, please contact us:
Malloo Holiday (ChiangMai-Tours.com)
EVERLASTX CO., LTD., registered company no. 0505568008596
Office: The Astra Condo & Astra Sky River, Chiang Mai, Thailand
Email: Available on our contact page
Operating since 2017
See also our Privacy Policy and Imprint.
Last updated: August 2026. This revision names the registered company you contract with in clause 1; an earlier August revision reorganised the cancellation terms so the rule for each type of booking can be found and linked directly. The policies themselves are unchanged.
By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.