Booking Protection & Traveller Clarity

Booking, Cancellation & Refund Policy

Travel services often require hotels, transport, tickets, planning time, permits and supplier commitments before your journey begins. This policy explains when a booking becomes committed, what happens if plans change and how refunds are handled.

Relationship With TMG Terms

This policy works together with your booking confirmation and TMG Terms.

This policy should be read together with the applicable quotation, booking page, confirmed itinerary, supplier conditions and Thrill My Guide Terms and Conditions. Where a booking specific written condition gives the traveller a more specific cancellation or refund rule, that booking specific condition applies to that service.

Nothing in this policy is intended to remove a right or remedy that cannot lawfully be excluded under applicable law.

Read TMG Terms & Conditions

When A Booking Becomes Committed

Confirmation may trigger real costs before travel begins.

After confirmation, TMG or its suppliers may begin work, reserve inventory, allocate staff, personalise the journey, pay deposits, secure tickets, block rooms, arrange vehicles or commit other resources. These commitments may become irreversible even when the traveller later chooses not to travel.

Cancellation Rules

What happens when a traveller cancels?

Non-Refundable Costs

Some work and commitments may remain non-refundable even when another component can be recovered.

Any retention of a fee or committed amount remains subject to what was disclosed for the booking and what applicable law permits.

Change Requests

A change request is not a cancellation escape route.

Requests to change dates, names, travellers, hotels, room categories, routes, vehicles, activities or other booking components are subject to availability and supplier approval. TMG does not guarantee that a requested change can be made.

An approved change may require payment of a price difference, supplier fee, administrative fee, additional service cost or revised cancellation condition. A traveller cannot assume that a date change preserves the original price or cancellation terms.

Events Beyond Reasonable Control

Extraordinary events do not automatically create a cash refund.

Travel may be disrupted by weather, flood, fire, earthquake, epidemic, public health restriction, war, civil disturbance, strike, transport shutdown, government action, road closure, pilgrimage restriction, supplier operational failure, infrastructure failure or unexpected closure of an attraction, temple, event or activity.

Where reasonably possible, TMG may assist with an alternative date, route, supplier, credit, recovery request or revised itinerary. Cash recovery depends on the affected service, supplier terms and applicable law.

Third Party & Affiliate Bookings

The company receiving the booking usually controls its refund process.

When a traveller completes a transaction directly with an independent hotel, airline, activity platform, booking platform, insurer or other third party, that provider’s booking, payment, cancellation and refund terms apply to that transaction.

TMG may assist with information or communication where appropriate, but it cannot promise that an independent provider will approve a refund, credit or date change.

Partner & Affiliate Disclosure

Refunds That Are Approved

An approved refund is not the same as an instant refund.

Where a refund is approved, it will normally be processed through the original payment method where reasonably possible. Processing time may depend on the supplier, payment gateway, bank, card network and applicable regulation.

Where only part of a booking is refundable, TMG may deduct or exclude amounts that were validly committed, consumed, supplied, earned or otherwise non-refundable under the booking conditions, subject to applicable law.

Chargebacks & Payment Disputes

A payment dispute does not automatically cancel the booking contract.

If a traveller disputes a valid charge with a bank, card issuer or payment provider, TMG may provide the relevant booking confirmation, payment record, cancellation terms, supplier commitments, communications and evidence of services performed or reserved.

Nothing in this section limits a traveller’s lawful right to raise a genuine payment dispute or consumer complaint.

Travel Insurance

Personal emergencies are better protected through appropriate travel insurance.

Travellers should consider suitable travel insurance for illness, injury, family emergency, cancellation, interruption, baggage, medical treatment and other risks relevant to the journey. Insurance eligibility, exclusions and claims are controlled by the insurer and policy wording.

Requesting Review

If you believe a booking requires review, send the exact booking details.

Include the traveller name, booking reference, journey dates, affected service, reason for cancellation or dispute and any relevant documents. TMG may need to confirm committed costs and supplier recoverability before responding.

Contact Thrill My Guide

Important Legal Boundary

Non-refundable does not mean above the law.

TMG applies this policy to the maximum extent permitted by applicable law. Where a refund, replacement, re-performance, compensation or other remedy is legally required because of a service deficiency, material mismatch, statutory consumer right or another non-excludable obligation, the applicable law prevails.

If one provision of this policy is found unenforceable, the remaining provisions continue to apply to the extent legally permitted.