24/7 SupportService Termination and Refund Policy
1. Scope of Application
Applies to services booked via tourluk.com, including tours, attraction tickets, experiences, transport, hotels, combos, e-vouchers, and related travel services.
Specific policies for each service may vary based on departure date, price type, promos, operational conditions, and policies published at booking time.
If the service page/voucher/confirmation email possesses specific cancellation/refund conditions, they take precedence within legal bounds.
2. Cases of Service Termination
Customer proactively cancels prior to the usage date.
Customer requests a date/service change but it cannot be fulfilled, leading both parties to agree on canceling.
Customer fails to meet usage conditions like documents, visas, health, age, gathering time, or safety requirements.
TourLuk or its partners cannot execute the service due to full capacity, insufficient minimum guests, operational shifts, service closures, or force majeure.
Transactions showing signs of fraud, invalid payment methods, voucher abuse, or website term violations.
Services prevented by state requests, natural disasters, epidemics, bad weather, wars, strikes, or uncontrollable events.
3. Cancellation by the Customer
Customers must submit cancellation requests via official TourLuk support channels, providing booking codes, booker info, service details, usage dates, and cancellation reasons.
Cancellation fees are calculated based on individual service policies, the timeline of the request relative to the usage date, and non-refundable incurred costs.
Reference example (if no specific policy exists): earlier pre-departure cancellations yield lower fees; late cancellations, post-confirmation cancellations, or those after incurring non-refundable costs may incur partial or full penalties on the booking value.
Promos, event tickets, fixed-date tickets, last-minute bookings, issued tickets/vouchers, or custom services may be non-refundable if stated in the conditions.
4. Cancellation by TourLuk or Operational Reasons
If TourLuk or its partners cannot provide services due to full capacity, unmet minimums, operational halts, confirmation errors, or reasonably controllable causes, TourLuk will assist in rescheduling, offering equivalents, or refunding the unused portion per policy.
If cancellation stems from the partner, TourLuk will aid the customer in working with the partner to verify, recall refundable amounts, and process the refund based on applicable policies and the determinable refundable sum.
If an equivalent alternative exists, TourLuk will inform the customer to decide. If declined, refunds proceed per the original service’s policy and the degree of fault of the parties.
5. Cancellation Due to Visa Refusal or Invalid Documents
If a customer is denied a visa, lacks documents, or fails entry conditions, refunds will depend on specific service policies, cancellation timing, and incurred costs.
Customers must provide proof (e.g., visa refusal letters, official confirmations) promptly for TourLuk to have a basis for support.
Incurred costs like visa fees, translations, notarizations, consular fees, non-refundable flights/hotels, holding fees, or confirmed service fees may be deducted or unrefunded.
TourLuk is not liable for visa or immigration decisions made by competent authorities.
6. Cancellation Due to Force Majeure
Force majeure includes natural disasters, severe weather, epidemics, wars, terrorism, strikes, immigration rule changes, state bans, attraction closures, transport cancellations, or events beyond reasonable control.
Upon force majeure, TourLuk will aid customers in working with relevant parties to propose rescheduling, changing services, or refunding unused portions based on actual conditions.
Costs incurred, used, or rendered non-refundable by partners/third parties may be deducted before refunding the customer.
TourLuk is not liable to compensate for costs outside TourLuk-booked services, unless the law or specific agreements say otherwise.
7. Full and Partial Refunds
Full refunds apply when services aren’t confirmed, TourLuk cannot provide the service without non-refundable costs, or per specific customer agreements.
Partial refunds apply when customers used a portion of the service, non-refundable costs incurred, customers cancel late, or incidents only affect a portion of the booking benefits.
Partial refund amounts are determined based on unused service value, cancellation fees, incurred costs, bank/gateway fees, processing fees, receipts, and specific policies.
Instances where customers get 30%, 50%, or other refund ratios will be recorded in TourLuk’s accounting, financial stats, reconciliation, and profit reports based on actual data.
8. Deductible Amounts When Refunding
Service cancellation fees per specific tour/service policies.
Seat-hold fees, room booking fees, ticketing fees, transport fees, or non-refundable third-party costs.
Payment gateway fees, bank fees, transfer fees, refund fees, or international transaction fees if triggered by a customer’s cancellation request.
Visa, translation, notarization, insurance, dossier, paper processing, or incurred personal costs. Value of already used or confirmed-as-provided services.
9. Non-Refundable Cases
Customer no-shows, late arrivals, missing the meeting point, or failing to use the service within the voucher’s timeframe.
Customers lacking valid documents, visas, passports, health, age requirements, or facing exit/entry denials for personal reasons.
Customers voluntarily abandoning the tour, altering schedules, or using unconfirmed off-system services without TourLuk’s consent.
Services declared non-refundable/non-changeable, or past the free cancellation deadline.
Customers violating rules, causing safety hazards, committing fraud, abusing vouchers, or breaking laws.
Customers providing false info leading to an inability to use the service.
10. Refund Methods
Refund to the original payment method if supported by the payment gateway/bank.
Refund via bank transfer to a customer-provided account verified by TourLuk.
Refund via vouchers/discount codes if the initial payment utilized them and conditions allow restoration.
TourLuk may request receiving account info, ID docs, or account holder confirmations to mitigate mis-transfer risks.
Vouchers/discount codes cannot be exchanged for cash, barring separate policies or legal mandates.
11. Refund Timeframe
TourLuk’s internal processing time is usually 03 to 07 working days post-approval and receipt of full info/documents.
Time for funds to reach customer accounts/cards is typically 07 to 15 working days, depending on banks, gateways, and methods.
For foreign partner transactions, chargebacks, international refunds, or multi-party verifications, times may extend. TourLuk will update the customer on progress.
If delays stem from banks/gateways/partners, TourLuk will coordinate checks and update info within its controllable limits.
12. Cancellation/Refund Request Process
| Step | Content |
| Step 1 | Customer sends a cancellation/refund request via email contact@tourluk.com, hotline +84 8 1919 0101, or the official support channel on the website |
| Step 2 | Customer provides booking code, full name, phone number, email, departure date, reason for cancellation, relevant documents, and receiving account info if needed. |
| Step 3 | TourLuk checks the service policy, payment status, incurred costs, and used benefits |
| Step 4 | TourLuk responds with a processing plan, expected refund amount, deductions, and refund timeframe. |
| Step 5 | Upon approval, TourLuk processes the refund/voucher/credit via the appropriate method and saves the reconciliation documents. |
13. Termination of Account or Website Usage Rights
TourLuk reserves the right to temporarily lock or terminate accounts if users violate website terms, commit payment fraud, abuse vouchers, breach systems, spread malware, forge info, or impact others’ rights.
Termination does not nullify payment obligations, compensation obligations, info provision obligations for existing bookings, or other legal obligations.
Pre-termination confirmed bookings will be handled per specific policies, barring those tied to fraud or legal violations.
14. Chargebacks and Payment Disputes
If customers open a dispute/chargeback with their bank/gateway, TourLuk has the right to provide booking documents, vouchers, communication logs, usage confirmations, and applicable policies to defend the valid transaction.
If the bank/gateway refunds the customer but TourLuk determines the service was validly provided, TourLuk reserves the right to demand repayment or execute legal protection measures as prescribed by law.