REFUND POLICY
Clear and transparent refund guidelines for all bookings made through our website.
Last updated: February 2026
Full Refund
Cancel 24+ hours before activity (5% processing fee applies)
Medical Cases
With valid medical certificate (5% processing fee applies)
No Refund
Less than 24 hours or no-show
Overview
This Refund Policy applies to all online bookings made through our website. Payments are processed by Chamnanthang Co., Ltd. (operating as "ONEBOOKING"). Your credit card statement will display the payment as "ONEBOOKING".
Important Note
Standard Cancellation & Refund
More Than 24 Hours Before Activity
- Refund: Full refund minus 5% processing fee
- Processing Time: 5-10 business days
- How to Cancel: Email support@hanumanluge.com with your booking reference
Less Than 24 Hours Before Activity
- Refund: No refund available
- Alternative: You may reschedule to another date (subject to availability)
No-Show
- Refund: No refund under any circumstances
- Missing the scheduled pick-up time without prior notification is considered a no-show
Medical & Emergency Cancellations
We understand that emergencies happen. For cancellations due to medical emergencies or accidents:
- A valid medical certificate is required
- The certificate must be dated and clearly state the condition preventing participation
- Submit the certificate to support@hanumanluge.com within 7 days
- Refund will be processed minus the 5% processing fee
Cancellation by Hanuman Luge
In rare cases, we may need to cancel activities due to:
- Severe weather conditions (heavy rain, lightning, strong winds)
- Safety concerns or equipment issues
- Natural disasters or unforeseen circumstances
In such cases, you will receive:
- Option 1: Full refund (no processing fee deducted)
- Option 2: Reschedule to another date at no additional cost
Third-Party Bookings
If you purchased tickets through a third-party distributor, travel agent, or online travel agency (OTA):
- Their cancellation and refund policies apply, not ours
- Please contact the original point of purchase for refund requests
- We cannot process refunds for bookings not made directly through our website
Partial Refunds
Partial refunds may be issued in the following situations:
- Reducing the number of participants (24+ hours notice required)
- Downgrading to a lower-priced package (24+ hours notice required)
- Activity partially completed due to weather interruption
All partial refunds are subject to the 5% processing fee on the refunded amount.
Refund Process
How to Request a Refund
Email support@hanumanluge.com with:
- Your booking reference number
- Reason for cancellation
- Medical certificate (if applicable)
You will receive a confirmation email within 24 hours. Approved refunds are processed within 5-10 business days.
Refund Method
Refunds are issued to the original payment method used for the booking. We cannot refund to a different card or payment method.
- Credit/Debit Cards: 5-10 business days (may vary by bank)
- The refund will appear as a credit from "ONEBOOKING" or "STRIPE"
Non-Refundable Items
The following are non-refundable:
- Photo and video packages (once delivered)
- Merchandise purchases
- Food and beverage purchases
- Special promotional or discounted bookings (unless otherwise stated)
Disputes
If you believe your refund request was incorrectly denied or you have not received your refund within the stated timeframe:
- Contact us at support@hanumanluge.com with your booking reference
- We will investigate and respond within 3 business days
- If the issue remains unresolved, you may contact your bank or card issuer
Contact Information
For refund requests and payment inquiries:
Refund Requests
support@hanumanluge.com
Include your booking reference
+66 (0) 93 562 8585
Payment Inquiries (ONEBOOKING)
support@onebooking.co
onebooking.co