Booking terms.

Using Tripnatic

Agreement, eligibility and acceptance

These Booking Terms govern each customer account and activity booking made through Tripnatic. By creating an account, submitting payment or completing a booking, the customer agrees to these terms, the Privacy Policy, the Cancellation and Refund Policy, and the activity-specific terms shown before payment.

The person making the booking must have legal capacity to contract and must be at least 18 years old, or the age of majority where they live if higher. If booking for other travelers, that person confirms they are authorized to provide the travelers' information, receive notices and accept booking conditions on their behalf.

• Electronic acceptance, the document version, timestamp, account and booking reference may be recorded as evidence of the agreement.
• A business booking on behalf of a client may also be subject to the separate Travel Agent Terms.
• Rights that cannot lawfully be excluded or waived continue to apply.

Who does what

Tripnatic's marketplace role and the operator's service

Tripnatic operates a marketplace that helps customers discover activities, submit bookings, make payments, receive vouchers, communicate, and obtain marketplace support. The operator identified on the activity and confirmation is the independent supplier responsible for delivering the activity.

The operator controls its staff, guides, vehicles, vessels, equipment, route and day-to-day safety decisions and is responsible for required licenses, permits, insurance and legal compliance. Tripnatic may facilitate communication or a marketplace remedy without becoming the operator, guide, carrier, venue owner or travel organizer unless expressly stated for a particular product.

Account responsibility

Accurate information, security and communications

Customers must provide a valid email address, reachable phone number and complete traveler, pickup and accessibility information. Notices sent to the account email, booking inbox or supplied phone number are treated as delivered when the system records successful transmission, subject to applicable law.

Customers are responsible for protecting passwords, devices, vouchers and manual ticket codes. Suspected unauthorized access, a lost device or an unknown booking must be reported promptly. Tripnatic may require identity or payment verification before changing sensitive information or issuing a refund.

Before payment

Listings, availability and reasonable reliance

Activity pages describe the itinerary, duration, inclusions, exclusions, accessibility, restrictions, meeting point, language, confirmation method and cancellation option supplied or approved by the operator. Customers must review the final checkout summary because search snippets, advertisements, translated text and older saved pages may be abbreviated.

Availability can change until a booking is confirmed. Images may illustrate the location or experience and do not promise specific weather, wildlife, views, vehicles, guides or group composition unless the confirmation expressly guarantees them.

Price transparency

Prices, currencies, taxes and local charges

The checkout total states the selling price, selected currency, included taxes and any Tripnatic charge presented to the customer. The price may be per person, group, vehicle, vessel, package or other unit and may change with the date, traveler category, language, option or availability.

Clearly disclosed entrance charges, deposits, transport costs, municipal fees or optional extras payable locally are not part of the online payment. A customer's bank or payment provider may separately impose foreign-exchange, cross-border or card charges; Tripnatic does not control those charges or the provider's conversion rate.

Secure collection

Payment authorization and fraud controls

All Tripnatic customer bookings are paid online using an available payment method. The customer authorizes Tripnatic and its payment processor to collect the displayed amount, conduct authentication and fraud checks, and share necessary transaction information with banks, processors and the operator.

Where Reserve now, pay later is offered, the customer separately opts in to saving a card with Stripe for one future payment of the booking amount and currency on the charge date displayed before confirmation. Tripnatic stores the accepted schedule and consent with the reservation; Stripe stores the card details. An unpaid reservation holds eligible inventory but is not a paid admission voucher. The customer can pay early or cancel the unpaid reservation in My bookings before collection to stop the scheduled charge.

The scheduled charge and any recovery deadline are set before the activity's saved cancellation cutoff. A bank may require additional authentication or decline a saved-card payment. Tripnatic sends the customer a recovery instruction where needed; the customer must complete payment by the stated deadline. Unpaid reservations can expire and release their inventory. The cancellation policy saved with the activity remains applicable; pay later does not extend a cancellation deadline or guarantee a later card payment.

A payment authorization, pending charge or receipt of funds does not by itself confirm a request booking. Tripnatic may decline, cancel or request verification for a suspected unauthorized, prohibited, duplicated or technically incorrect transaction. Card and wallet credentials are handled by the payment processor under its security controls.

Booking status

Pending, confirmed, declined and cancelled bookings

An instant-confirmation booking becomes binding when payment succeeds and Tripnatic issues confirmation. A request-to-book becomes binding only when the operator accepts and Tripnatic issues confirmation. Until then, the request may remain pending and capacity is not guaranteed.

If a request is declined, expires or cannot be fulfilled, the payment authorization will be released or collected funds will be returned using the applicable payment process. Bank display time may differ from Tripnatic's system status. Customers should not travel to the meeting point without a confirmed booking.

Participation requirements

Traveler names, ages, health, mobility and documents

The customer must provide accurate names, ages, weights, contact details and material health, pregnancy, allergy, swimming, fitness or mobility information when the activity requests it. A request for reasonable accessibility support should be made before payment where possible; availability is not confirmed until the operator accepts it.

Travelers are responsible for passports, visas, licenses, permits, parental consent, medical advice and original documents required by the listing or law. Failure to meet a disclosed legal, safety, age, health or document requirement may result in refused participation without a refund, subject to mandatory rights.

Day of activity

Voucher, pickup, arrival and check-in

The customer must present the valid Tripnatic voucher or manual code, arrive at the confirmed meeting or pickup point by the stated time and follow joining instructions. The QR token does not contain customer or payment details, but it must still be protected from copying or misuse.

Pickup and check-in events may record the booking, departure, traveler count, time, operator organization, staff member and scan method. Duplicate, expired, cancelled, refunded, wrong-operator or wrong-departure tickets may be rejected. A scan records attendance only; it does not itself mark the activity completed or release a payout.

After confirmation

Booking changes and rescheduling

A date, departure, pickup, program, lead traveler or traveler-count change is a request until the operator accepts it and the booking record updates. The operator may accept, refuse or propose an alternative based on capacity, restrictions and operating conditions. The original booking remains valid while the request is pending.

An accepted change may require an additional payment or create an eligible partial refund. Private, group, vehicle, vessel, package and third-party ticket prices may not reduce proportionally. A reschedule cannot be used to evade an expired cancellation deadline.

Money returned

Cancellations, refunds and payment-processing fees

The cancellation option and deadline displayed before payment are saved with the booking and are incorporated into these terms. The comprehensive Cancellation and Refund Policy governs customer cancellations, no-shows, operator cancellations, weather, force majeure, partial delivery, refund evidence and calculation.

Standard cancellation options are 24 hours, 48 hours, 72 hours, seven full days, or non-refundable after confirmation. The activity-specific option and local cutoff displayed before payment govern each booking.

Where permitted by law, non-recoverable payment-processing fees charged on the original transaction are deducted from an approved refund. The exact fee varies with the payment processor, payment method, currency, card origin, conversion and transaction pricing. Tripnatic displays the eligible amount, applicable processing fee and net refund before approval.

Tripnatic may take up to 30 working days after refund approval to review, reconcile and submit it. The customer's bank, card issuer or payment provider may require additional time after submission. Refunds normally return to the original payment method and original transaction currency.

Changes outside your control

Operator cancellation, weather and force majeure

If the operator cancels or cannot provide the essential booked service, the customer may accept a suitable replacement or reschedule, or request the eligible refund. No replacement or credit is accepted automatically for the customer.

Weather, authority restrictions, natural events, closures and other events outside reasonable control are assessed under the Cancellation and Refund Policy. Reasonable route, timing, vehicle, guide or stop changes made for safety do not create a refund when the essential experience is delivered.

Safe participation

Traveler conduct and refusal of service

Travelers must follow lawful safety instructions, treat staff and other participants respectfully, avoid intoxication or illegal conduct, and not endanger people, wildlife, equipment or property. The operator may reasonably refuse or end participation for a serious safety, legal or behavioral concern.

A traveler responsible for such refusal is not normally entitled to a refund and may be liable for documented damage, cleaning or emergency costs to the extent permitted by law. In an emergency, local emergency services and operator safety procedures take priority over marketplace support.

Community contributions

Reviews, messages, photos and user content

Reviews must concern a genuine eligible experience and may not be fabricated, incentivized without disclosure, threatening, discriminatory, obscene, privacy-invasive, misleading or infringing. Messages and uploaded evidence must be relevant and lawful.

The user retains ownership of their content and grants Tripnatic a worldwide, non-exclusive, royalty-free license to host, reproduce, format, translate and display it for marketplace, support, trust and promotional purposes, subject to the Privacy Policy and any removal right required by law. Tripnatic may moderate content and preserve evidence needed for a dispute, fraud or safety review.

Marketplace integrity

Prohibited use and off-platform circumvention

Users may not commit fraud, test stolen payment credentials, scrape protected content, interfere with security, create false accounts or reviews, resell without authorization, misuse vouchers, harass another person, or use Tripnatic for unlawful or sanctioned activity.

A customer may not induce an operator to move a Tripnatic booking off-platform to avoid marketplace records or charges. Tripnatic may restrict an account, cancel affected transactions and preserve or disclose evidence when reasonably necessary to protect users, comply with law or investigate misuse.

Resolving a problem

Support, complaints, payment disputes and evidence

Customers should use My Trips or a booking-linked support request and provide the reference, requested outcome and relevant evidence. Tripnatic may review the saved listing, checkout acceptance, messages, payment record, operator evidence, pickup and scan events, authority notices and staff audit trail.

An ordinary refund disagreement should be raised with Tripnatic before a bank dispute so duplicate recovery can be avoided. Suspected card theft or fraud should also be reported immediately to the issuing bank. A chargeback may pause a marketplace refund while the payment processor resolves ownership of the funds.

Allocation of responsibility

Service limitations and liability

Tripnatic will provide the marketplace with reasonable care but does not guarantee uninterrupted access, a particular search ranking, operator availability, weather, wildlife, traffic, immigration outcome or third-party network. The operator remains responsible for the activity it supplies.

To the maximum extent permitted by law, Tripnatic is not liable for indirect or consequential loss, separate travel arrangements, lost opportunity or costs not caused by Tripnatic's breach. Nothing excludes liability that cannot legally be excluded, including liability for fraud, willful misconduct, or death or personal injury where exclusion is prohibited.

Personal information

Privacy and necessary data sharing

Tripnatic processes personal information under the Privacy Policy and applicable data-protection law. Information needed to deliver the activity may be shared with the operator, guides, transport providers, payment processors, verification services and authorities.

The customer must not provide another person's sensitive information without authority. Support, safety, fraud and transaction records may be retained for legal, accounting, security and dispute purposes even after an account closes.

Final provisions

Updates, governing law, severability and contact

Tripnatic may update these terms for future use and will give legally required notice of material changes. The version accepted and recorded with a confirmed booking continues to govern that booking unless the parties agree otherwise or mandatory law requires a change.

These terms are governed by the laws of Thailand. Subject to any mandatory consumer right to use another forum, the courts of Thailand have jurisdiction. If one provision is unenforceable, the remainder continues and the provision is limited only as necessary. A failure to enforce a provision is not a waiver.

Use the Help Center or a booking-linked support ticket for questions, notices or complaints. Electronic notices and records satisfy writing requirements to the extent permitted by law.