This Refund Policy (also called the “Refunds & Cancellation Policy”) explains—in clear and practical language—what happens to your payment if you cancel, reschedule, arrive late, do not show up, or if a tour/transfer/rental is changed, delayed, substituted, or affected by weather, safety decisions, Provider operational constraints, or official directives. This Policy applies to all bookings, rentals, transfers, tours, travel packages, permits, entrance fees, and related arrangements coordinated, arranged, introduced, or assisted by D’Palawan Travel and Tours (the “Agency”, “we,” “us,” or “our”).
Why you should read this before paying: Most tours and transfers in Palawan are not “simple online purchases.” Many services require the Agency and/or the independent Provider (Supplier/Operator) to reserve limited capacity, assign crew or a driver, prepare permits and passenger manifests, position fuel and supplies, schedule staff, and block a time slot that may no longer be resellable at the last minute. Because of these real-world operational steps—and because many Services are delivered by independent third parties—refund rules must be clear, strict, time-based, and consistently enforced.
IMPORTANT: If you do not fully agree to this Policy and the other Site Policies, do not proceed with any inquiry, reservation, deposit, payment, confirmation, waiver acceptance, or booking.
1. Acceptance of Terms and Incorporation by Reference
This Refund Policy is part of the Agency’s overall legal framework. It applies whenever you use our website or ask us to coordinate a booking for you—whether you are booking an island hopping tour, land tour, airport transfer, boat transfer, car/van arrangement, accommodation component, permit/entrance fee arrangement, or a rental booking through our assistance.
By making a reservation, submitting payment, paying any deposit, signing any waiver, or confirming through message (for example, replying “Confirmed,” “Agree,” or “Yes”), you confirm that you have read, understood, and agreed to this Refund Policy, together with the Site’s Terms of Service, Terms of Use, Privacy Policy, Disclaimer, Disclosure, and other published policies and service-specific waivers (collectively, the “Site Policies”), all of which are incorporated herein by reference.
If anything is unclear: You agree to contact the Agency before you pay or proceed. Refund outcomes depend heavily on timing, group size, Provider rules, the nature of the Service, and whether costs have already been committed. For fairness and consistency, deadlines, documentation requirements, and refund determinations are strictly enforced.
Consumer protection note: Nothing in this Policy is intended to unlawfully remove rights that cannot be waived under applicable Philippine law. If any specific provision is limited by law, it will be enforced to the maximum extent permitted while keeping the rest of the Policy effective.
2. Agency Role & Provider-Controlled Refunds
The Agency usually acts as a booking and coordination facilitator only. This means we help you find options, coordinate schedules, relay requirements, and arrange bookings with independent third-party Providers such as boat operators, drivers, tour operators, guides, hotels, and rental owners (“Suppliers/Providers”).
In simple terms: We help coordinate the booking, but the actual service is performed by the Provider. Because of that, the Provider’s operational rules, mobilization status, and incurred costs often determine what is refundable.
Why this matters for refunds: Whether you can receive a refund (and how much) usually depends on:
- Provider policy: The Provider’s own cancellation/refund rules (which may be stricter than this Policy);
- Timing: How many calendar days before the scheduled start you submit a valid cancellation;
- Group size: Larger groups often require higher capacity, staffing, and advance preparation;
- Costs already incurred: Fuel positioning, boat/vehicle assignment, crew scheduling, permits, manifests, blocked time slots, prepayments, and other non-recoverable commitments; and
- Service status: Whether the Provider has already mobilized or the service has started (which typically eliminates refundability).
Stricter rule usually applies: If a Provider policy is stricter than this Policy, the stricter rule generally applies. The Agency may help coordinate your request, but final approval rests with the Provider and may require their documentation, verification, and timelines.
3. Key Definitions (So You Know Exactly What We Mean)
- Cancellation: A clear written message stating you are cancelling, sent through official channels and acknowledged by the Agency before the scheduled start.
- No-show: You do not appear; you arrive beyond allowable waiting time; you become unreachable; you refuse to proceed after mobilization; or you fail required check-in/manifest/ID procedures.
- Reschedule/Change: You request to move the date/time or modify inclusions after the booking is already confirmed.
- Refund: Any amount returned after approval, computed from the net amount received, minus non-refundable fees and costs already incurred.
- Calendar days: Consecutive days including weekends and holidays.
Important reminder: Messages like “maybe cancel,” “we might be late,” “can we move it,” or silence are not valid cancellations. If you want to cancel, you must clearly state it and receive acknowledgment.
4. Strict Cancellation Rules & Valid Cancellation Procedure
Because Providers reserve limited slots and may mobilize resources in advance, cancellations must follow a strict procedure to be recognized.
How to cancel (official channels only):
- Email: dpalawantravelandtours@gmail.com
- Official messaging channels: WhatsApp, Viber, WeChat, Telegram, or Facebook Messenger (official page only)
Your cancellation message must include:
- Client’s full name (and booking reference if available)
- Scheduled service date (and time if applicable)
- Service type (e.g., island hopping, land transfer, rental)
- Group size
- A clear statement that you are cancelling
Not valid cancellations: Verbal notices, messages sent through third parties, assumptions, late arrivals, non-response, or failure to show up are treated as no-shows.
Effective cancellation time: The cancellation time is based strictly on the timestamp when we receive your message via official channels (regardless of office hours). A cancellation is valid only after we acknowledge it through the same channel.
5. Cancellation & Refund Rules (By Group Size)
All timelines are counted in calendar days before the scheduled start date.
A. Solo & Small Groups (1–15 pax)
- No cancellation within 3 days (72 hours): Non-refundable (treated as no-show).
- Day 4–7: A partial refund may be possible, depending on Provider policy and costs already incurred.
- Day 8 onwards: A full refund may be possible only if no costs/penalties were incurred, and excluding all non-refundable fees.
B. Medium Groups (16–30 pax)
- No cancellation within 7 days: Non-refundable.
- Day 8–15: Partial refund may be possible, subject to Provider approval and incurred costs.
- Day 16 onwards: Full refund may be possible only if costs were not incurred, excluding non-refundable fees.
C. Big Groups (31 pax or more)
- No cancellation within 14 days: Non-refundable.
- Day 15–30: Partial refund may be possible, subject to Provider rules and incurred costs.
- Day 31 onwards: Full refund may be possible only if costs were not incurred, excluding non-refundable fees.
Important clarification: “Eligible” does not automatically mean “approved.” Even within a refund window, refunds still depend on Provider approval and whether any refundable portion remains after deducting non-refundable costs, penalties, and third-party fees.
6. No-Show, Late Arrival, & Non-Response
No-shows are strictly non-refundable. This includes failure to appear, late arrival beyond allowable waiting time, becoming unreachable, refusal to proceed after mobilization, or non-compliance with check-in/manifest/ID rules.
Why: Once a Provider has deployed crews, vehicles, boats, permits, or staffing, those costs are typically already spent and cannot be recovered.
7. Refund Limits & Non-Refundable Amounts
No proportionate refunds are provided for skipped, missed, shortened, or unused portions once a service starts. In most cases, once a tour/transfer begins (or once a Provider has materially mobilized for performance), costs are treated as fully committed.
Non-refundable items include (without limitation):
- payment platform, bank, remittance, and card processing fees;
- transfer, withdrawal, encashment, and intermediary bank fees;
- currency exchange differences and bank deductions;
- reasonable administrative, handling, documentation, or coordination fees (if applicable and disclosed);
- Provider penalties, mobilization costs, permits, staffing, fuel positioning, prepayments, and other committed operational costs.
Refund basis (easy to understand): Any approved refund is computed from the net amount actually received by the Agency after payment processors and banks have deducted their charges. Fees charged by banks, PayPal, GCash, remittance centers, card networks, and other processors do not form part of the refundable amount because they are not received by the Agency (or are not recoverable once charged).
8. Force Majeure, Weather, Safety Holds, & Official Directives
Weather changes, sea-state conditions, Coast Guard orders, port closures, government restrictions, environmental rules, protected-area capacity limits, and safety assessments may cause delays, substitutions, rescheduling, or cancellations.
General rule: If a Provider offers a refund, credit, partial refund, or rebooking under their policy, the Agency may assist with coordination. However, outcomes depend on Provider approval, and the Agency cannot guarantee that a Provider will approve a refund, the amount approved, or the timeline.
Substitutions and partial operation: In some cases, a Provider may offer a modified route, different schedule, alternative vehicle/vessel, or reduced itinerary to comply with safety directives. Acceptance of a substitute service may affect refund eligibility and is generally treated as performance unless the Provider states otherwise in writing.
Force majeure note: Force majeure events may include (without limitation) typhoons, severe weather systems, earthquakes, landslides, flooding, war, civil disturbance, strikes, power or telecom outages, government actions, public health restrictions, or other events beyond the reasonable control of the Agency or Provider. Where force majeure prevents performance, refunds (if any) are governed by Provider policy, non-recoverable costs, and applicable law.
9. Refund Method, Currency, Verification, & Processing Time
Verification requirement: For fraud prevention and accurate processing, the Agency and/or Provider may require verification of identity, booking details, proof of payment, and the receiving account details where applicable.
Refund method: Approved refunds are generally processed back to the original payment method when possible, subject to platform limitations, verification, and Provider remittance procedures.
Currency: Refunds are processed in Philippine Peso (PHP), based on the net amount received. Exchange rates, foreign bank deductions, intermediary bank charges, and conversion spreads are outside the Agency’s control.
Typical processing times (estimates only):
- Cash / cash pickup / onsite settlement: 1–2 weeks
- GCash: 1–2 weeks
- PH-issued cards: 3–4 weeks
- International cards: 30–60 days
Weekends, holidays, compliance checks, platform rules, Provider processing cycles, and bank/payment processor timelines may extend these periods. These are estimates and not guarantees.
10. Changes, Rescheduling, & Mid-Trip Adjustments
All changes after confirmation are subject to availability and Provider rules and may require additional charges.
Rescheduling is not cancellation: If you request to reschedule, the booking is not automatically cancelled. If rescheduling is not possible and the cancellation deadline has already passed, the booking may become non-refundable.
Mid-trip changes: Changes made during the trip are commonly treated as new bookings/add-ons. Payments for unused components are generally forfeited because costs have already been committed locally.
11. Documentation Requirements
To process refund requests fairly and prevent fraud, the Agency and/or Provider may require (without limitation):
- booking confirmation details and itinerary;
- proof of payment (receipt/reference number/screenshot);
- timestamped messages showing cancellation request and acknowledgment;
- Provider confirmations, notices, or official advisories (if applicable); and
- other evidence reasonably required to validate the claim.
Failure to provide required documentation within a reasonable time may result in denial of the refund request.
12. Chargebacks & Payment Disputes
This section applies to all payment disputes, chargebacks, reversals, and claims relating to any payment made to D’Palawan Travel and Tours, whether through bank transfer, online payment gateway, card payment, e-wallet, remittance service, or any other accepted payment method. This section is intended to protect both the Agency and legitimate clients by ensuring disputes are handled fairly, consistently, and based on verifiable records.
12.1 Mandatory Internal Resolution Before Chargeback
To the fullest extent permitted by applicable law, you agree to contact D’Palawan Travel and Tours first and allow us a reasonable opportunity to investigate and resolve any payment concern before initiating any chargeback, payment reversal, dispute, or claim with a bank, card issuer, payment processor, or e-wallet provider.
Initiating a chargeback without first completing our internal review process may be treated as a breach of this Refund Policy and the Terms of Service and may result in (a) denial of the chargeback, (b) permanent restriction from future bookings, and (c) submission of complete evidence to the payment processor demonstrating non-compliance with this requirement, where legally allowed.
12.2 Extended Reporting Deadlines
All payment-related concerns, service issues, or incidents must be reported to us exclusively through our official communication channels within the following timeframes:
- Booking confirmation, pricing, scheduling, or payment discrepancies: within 72 hours from receipt of booking confirmation or payment acknowledgment;
- On-tour or during-service incidents: within 48 hours from the time of occurrence or discovery of the issue;
- Post-service or completion-related concerns: within 7 calendar days from completion of the service.
Concerns raised beyond these periods may be denied due to loss of contemporaneous evidence, completion of Provider settlements, regulatory reporting deadlines, or accounting closure.
12.3 Required Documentation and Evidence Standard
To enable a proper investigation and to prevent fraud, you agree to submit complete, accurate, and unaltered documentation upon request, which may include, without limitation:
- screenshots of messages, chats, or instructions showing clear timestamps and sender identity;
- booking confirmations, acknowledgments, itinerary approvals, and written consent records;
- payment receipts, transaction IDs, reference numbers, and proof of funds transfer;
- official written notices, advisories, or determinations issued by third-party Providers;
- photos, videos, incident reports, or affidavits where reasonably required; and
- any additional evidence necessary to verify the claim or respond to a processor inquiry.
Claims supported by incomplete, inconsistent, edited, misleading, or unverifiable documentation may be denied in full.
12.4 Review Period and Investigation Timeline
Upon receipt of a complete dispute report and required documentation, we shall be given up to 15 business days to conduct an internal review, coordinate with third-party Providers, and issue a written determination. This review period may be extended where Provider responses, force majeure events, regulatory inquiries, or additional evidence are required.
12.5 Chargebacks Initiated Without Prior Notice
If you initiate a chargeback or payment reversal without first completing the internal review process described above, we reserve the right to submit all relevant evidence to the bank, card issuer, or payment processor, including booking records, waivers, acknowledgments, Provider policies, safety advisories, and the Site Policies.
You acknowledge that chargebacks do not override completed services, no-show rules, safety-based cancellations, Provider-controlled decisions, or non-refundable components, and may be rejected by the payment processor accordingly.
12.6 Refund Computation; Net Received Basis
Any refund approved through internal resolution or dispute handling shall be computed strictly on a net received basis. Accordingly:
- bank charges, payment gateway fees, card processing fees, remittance costs, currency conversion charges, and similar third-party fees are non-refundable;
- amounts already paid, allocated, or contractually committed to third-party Providers are subject to the Provider’s own refund policies, which may be stricter than this Policy; and
- only amounts actually received and retained by D’Palawan Travel and Tours may be refundable, subject to Provider rules, this Policy, and applicable law.
12.7 Provider-Controlled Services
Where Services are operated by independent third-party Providers, refund eligibility and dispute outcomes may depend on the Provider’s investigation and written approval. Provider denial of a refund shall likewise apply to any related dispute, to the extent permitted by law.
12.8 Good Faith and Abuse Prevention
All disputes must be raised in good faith. Attempts to obtain refunds or reversals for Services already rendered, partially used, missed due to no-show or late arrival, or cancelled for safety, weather, or force majeure reasons may be treated as invalid or abusive disputes, subject to applicable law.
Consumer Rights. Nothing in this section excludes or limits rights that cannot be waived under applicable Philippine consumer protection laws.
13. Final Notice
All deadlines and documentation rules are strictly enforced. Failure to comply may result in forfeiture of payments, subject to applicable law and Provider policy.
If you do not agree with this Refund Policy, do not proceed with payment or booking.
Contact Us:
D’Palawan Travel and Tours
Mobile: +63 963 139 0000 (Call/SMS/Viber/WhatsApp/WeChat/Telegram)
Email: dpalawantravelandtours@gmail.com
Office: #3 San Vicente Public Market, Poblacion, San Vicente, Palawan
UPDATED: January 3, 2026 (Philippines)
