REFUND AND CANCELLATION POLICY

Last Updated: January 14, 2026

This policy outlines our refund and cancellation terms for all bookings made with Hafiz's Cherating Activities.

SECTION 1: IMPORTANT PLATFORM FEE INFORMATION

Kong Booking Platform Fees:

• Kong booking fees are NON-REFUNDABLE for guest-initiated cancellations
• These fees help maintain our booking platform and customer service
• Only the activity cost portion is eligible for refund based on the timeline below
• Payment gateway fees will be deducted from any refunds processed

SECTION 2: OPERATOR-INITIATED CANCELLATIONS

When we need to cancel your booking due to circumstances on our end, you'll receive:

100% FULL REFUND including:

• Complete refund of activity cost
• Full refund of Kong booking fees
• No deductions or penalties

Reasons We May Cancel:

• Severe weather conditions affecting safety
• Insufficient bookings (minimum numbers not met)
• Equipment failure or safety concerns
• Staff emergencies or operational issues
• Government restrictions or advisories
• Force majeure events

Operator Cancellation Process:

1. We'll notify you as soon as possible via email and SMS
2. Offer alternative dates if available
3. Process full refund within 7-10 business days if rescheduling isn't suitable

SECTION 3: GUEST-INITIATED CANCELLATIONS

When you need to cancel your booking, refunds are calculated based on how much notice you give us.

Notice Period	Refund Amount
24+ hours before	100% refund
Less than 24 hours before	No refund

Important Notes:

• Percentages apply to activity cost only
• Kong booking fees are non-refundable
• Payment gateway fees (typically 2-3%) will be deducted
• All times calculated from activity start time

How to Cancel Your Booking:

1. Click "Manage your Booking" in your confirmation email
2. Follow the steps to cancel your booking
3. Receive cancellation confirmation via email

This policy forms part of your booking contract with Hafiz's Cherating Activities.