Terms & Conditions

These Terms and Conditions govern your use of ChiangMai-Tours.com operated by Malloo Holiday and all bookings made through our platform.

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.

2.1 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.

3.1 Cancellation by Customer:

• Cancellations made at least 48 hours before the activity start time: full refund. You choose either 100% of the amount paid 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. Refunds to the original payment method are reviewed by our team and normally processed within 1-2 business days.
• Cancellations between 36 and 48 hours before the activity start time: 100% of the amount paid as account credits.
• Cancellations between 24 and 36 hours before the activity start time: 80% of the amount paid as account credits.
• Cancellations less than 24 hours before the activity start time: non-refundable.
• Individual products may display a different full-refund window on their page; where shown, the product page window applies to the full-refund tier.
• No-shows: No refund

3.2 Credits System: Account credits are the fastest refund option and always return the full refundable amount. Credits 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 the original payment method carry the payment-processing deduction described in 3.1.

3.3 Cancellation by Operator: In the rare event that we must cancel a tour due to unforeseen circumstances, you will receive a full refund in credits or cash (at your choice) to your original payment method, or the option to reschedule to another date at no additional cost.

3.4 Weather Conditions: Tours may be cancelled or rescheduled due to severe weather conditions or safety concerns. In such cases, you will be offered credits for the full amount or the option to reschedule to another available date.

3.5 Refund Processing: Account credits are added to your account immediately when the cancellation is confirmed and can be viewed in your account dashboard and applied to any future booking during checkout. Refunds to the original payment method are reviewed by our team (normally within 1-2 business days); once issued, banks typically take 5-10 business days to show the amount. If a card refund request is declined for any reason, you receive the full refundable amount as account credits instead.

3.6 Payment-Processing Deduction: Refunds to your original payment method carry the ฿60 + 5% payment-processing deduction described in 3.1, because card processors do not return their fees to us on refunds. Refunds taken as account credits carry no deduction.

4.1 Non-Refundable: All luggage storage fees are non-refundable once check-in has been completed. This includes same-day, overnight, and multi-day storage bookings.

4.2 Online Bookings: Online luggage storage bookings paid in advance can be cancelled any time before check-in. The amount paid is refunded automatically to your card, minus the non-refundable online payment fee where one was charged.

4.3 Extensions: Storage extensions are non-refundable once confirmed and paid.

4.4 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.

4.5 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.

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.

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.

7.1 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.

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.

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.

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.

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.

For questions about these Terms and Conditions, please contact us:

Malloo Holiday (ChiangMai-Tours.com)
Office: The Astra Condo & Astra Sky River, Chiang Mai, Thailand
Email: Available on our contact page
Operating since 2017