Cancellation & Refund Policy

1. Activity-Specific Cancellation Policies

We understand that plans can change. However, each attraction and activity provider sets their own cancellation terms based on their operational requirements. Before booking, you will see the specific cancellation policy for that activity, which may include:

• Free Cancellation: Some activities offer free cancellation up to a certain time before the activity date
• Partial Refund: Some activities may offer partial refunds depending on when you cancel
• Non-Refundable: Some activities, especially special events or limited availability experiences, may be non-refundable

2. How to Cancel a Booking

To cancel a booking, please follow these steps:

1. Email Request: Send a cancellation request to [email protected] with your booking reference number
2. Provide Details: Include your full name, booking reference (ATT-XXXXXXXX), and reason for cancellation
3. Confirmation: You will receive a cancellation confirmation email within 24-48 hours
4. Refund Processing: Eligible refunds will be processed within 5-14 business days

3. Activity-Specific Policies

Some activities may have different cancellation policies due to their nature or supplier requirements. Please note:

3.1 Theme Parks & Attractions

• Most theme park tickets are non-refundable once purchased
• Date changes may be available subject to availability and fees
• Open-dated tickets typically have longer validity periods

3.2 Day Tours & Excursions

• Shared tours (SIC): Generally follow standard cancellation policy
• Private tours: May have stricter cancellation terms
• Multi-day tours: Special cancellation terms apply (contact us for details)

3.3 Shows & Events

• Show tickets are typically non-refundable and non-exchangeable
• Limited availability experiences may have stricter policies

4. Refund Process

4.1 Refund Method

Refunds will be processed to the original payment method used during booking:

• Credit/Debit Card: Refunded to the same card within 5-14 business days
• Net Banking: Refunded to the same bank account within 5-14 business days
• Digital Wallets: Refunded to the source within 5-7 business days

4.2 Processing Time

Please note that while we process refunds promptly, the actual time for funds to appear in your account depends on your bank or payment provider. Processing times may vary during holidays or peak periods.

4.3 Currency

All refunds are processed in Singapore Dollars (SGD). If you paid in a different currency, the refund amount may vary slightly due to exchange rate fluctuations.

5. Modifications & Rescheduling

If you need to modify your booking instead of cancelling:

• Date Changes: Subject to availability; may incur additional fees or price differences
• Participant Changes: Name changes may be allowed up to 24 hours before the activity
• Upgrade Requests: Subject to availability and price difference payment

To request a modification, please email [email protected] with your booking reference and requested changes.

6. Cancellations by Travel DMC

In rare cases, we or our activity providers may need to cancel a booking due to:

• Minimum participant requirements not being met
• Adverse weather conditions (safety concerns)
• Operational issues or unforeseen circumstances
• Force majeure events

In such cases, you will be offered:

• Option 1: Full refund of the booking amount
• Option 2: Rescheduling to an alternative date (subject to availability)
• Option 3: Credit for future bookings (valid for 12 months)

7. Force Majeure

Travel DMC Pte Ltd (Singapore) / Travel DMC Group Ltd (International) shall not be liable for any failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to:

• Natural disasters (earthquakes, floods, typhoons)
• Pandemics or health emergencies
• Government actions, travel restrictions, or border closures
• Civil unrest, strikes, or terrorism
• Technical failures beyond our control

In force majeure situations, we will work with affected customers on a case-by-case basis to find fair solutions.

8. Non-Refundable Items

The following are generally non-refundable:

• Booking or service fees
• Activities marked as "Non-Refundable" or "Final Sale"
• Promotional or discounted tickets with special terms
• No-show bookings
• Used or partially used tickets/vouchers

9. Disputes

If you disagree with a cancellation decision or refund amount, please:

1. Email us at [email protected] with details of your concern
2. Include your booking reference and supporting documentation
3. Our customer service team will review and respond within 5 business days

We are committed to resolving disputes fairly and promptly.