The short version
- Most experiences: cancel free up to 24 hours before the start time.
- Airport fast track, some full-day and multi-stop trips: cancel free up to 48 hours before.
- Private charters and festival dates: cancel free up to 72 hours before.
- If we cancel, for any reason at all, you choose a new date or a full refund — however close to departure it happens.
The window that applies to your booking is stated on the listing before you book, on your voucher, and in the confirmation email. Where this page and your voucher differ, your voucher wins.
Cancellation windows in detail
| Type of booking | Free cancellation until | After that |
|---|---|---|
| Day trips, city tours, tickets, most boat trips | 24 hours before the start time | Non-refundable |
| Private transfers | 24 hours before the pick-up time | Non-refundable |
| Airport fast track and meet-and-assist | 48 hours before the flight | Non-refundable — the airport pass is issued in your name |
| Long-distance and multi-stop day trips | 48 hours before the start time | Non-refundable |
| Private boat and vehicle charters | 72 hours before the start time | Non-refundable — the whole asset is held for you |
| Festival-date experiences | 72 hours before the start time | Non-refundable |
All times are Thailand local time (UTC+7), measured against the start time or pick-up time on your voucher — not against the date. A trip with a 07:00 pick-up and a 24-hour window must be cancelled by 07:00 the previous day.
How to cancel
Any of these works, and all of them are logged:
- Reply to your voucher email with the word "cancel" and your booking reference.
- Email bookings@accesstransitexpress.com with your reference.
- Message the operations number on your voucher on WhatsApp.
We acknowledge every cancellation in writing within one business day, stating the amount being refunded and the date it was issued. If you do not get that acknowledgement, assume we did not receive the cancellation and contact us again — do not rely on an unanswered message.
The timestamp we use is when your cancellation reaches us, not when you sent it. Send it with enough margin if you are close to the window.
How long refunds take
- We issue the refund within one business day of acknowledging your cancellation.
- Card refunds typically appear in 5 to 10 business days. Some issuers outside Thailand take up to 15. That period is set by your bank, not by us.
- PromptPay refunds typically appear within 1 to 3 business days.
- Bank transfers are returned to the originating account within 3 to 5 business days.
Refunds always go back to the original payment method. We cannot refund to a different card, a different person, or as cash. If the original card has expired, your bank normally routes the refund to its replacement automatically; if it was closed, contact your bank first and then us.
Refunds are made in Thai baht, for the exact baht amount charged. If your card is denominated in another currency, the amount you receive may differ slightly from the amount you originally paid because your bank applies its own rate on the day of the refund. That difference is between you and your issuer; we neither set it nor benefit from it.
If we cancel
When the cancellation is on our side — a mechanical failure, an unavailable supplier, insufficient numbers on a shared departure, a marine department closure, or anything else — you choose between:
- the same experience on another date, at the price you already paid, even if the price has since risen;
- a different experience of equivalent value, with any difference refunded or charged; or
- a full refund of everything you paid.
This applies however close to departure the cancellation happens, and it applies to bookings that are otherwise non-refundable. We do not offer credit notes in place of refunds.
Weather and sea conditions
Boat trips are governed by the Thai Marine Department, which suspends sailings when conditions require it. When a route is closed, or when our captain judges conditions unsafe, the trip does not run and you get the choice above. Captains have final and unappealable authority on this.
Rain alone is not a cancellation. Thailand's wet season produces heavy, short downpours most afternoons and trips operate normally through them. If you would prefer not to travel in rain, cancel inside your free window; a decision not to travel on a day when the trip does run is a no-show.
No-shows and late arrivals
If you are not at the meeting point at the time on your voucher, the driver or vessel will wait for the period stated in the listing and then depart. Shared departures cannot hold other guests, and a missed departure is a no-show: no refund is due.
If you are running late, call the operations number on your voucher immediately. We can often reroute a driver or move you to a later departure — but only if we know before the vehicle leaves.
Delayed flights are different: if you gave us your flight number, we track it and move your booking at no charge. Without a flight number we cannot see the delay.
Changing a date instead of cancelling
Date changes are free within your free-cancellation window, subject to availability on the new date and to any price difference. Outside the window we will still try, and we succeed more often than not — but we cannot promise it, because the supplier may already have committed the capacity.
Partial refunds
If part of a service cannot be delivered — an island closed by the park authority, a viewpoint shut for maintenance, a stop dropped because of traffic — we refund the proportionate value of the part not delivered, or offer a substitution of equivalent value. We assess this by the cost of the missing component, not by the fraction of the day it occupied.
Reducing the number of travellers before departure is treated as a partial cancellation of the seats removed, under the same window as a full cancellation.
Bookings that are non-refundable from the start
A small number of listings are marked non-refundable at the point of booking, and say so plainly on the listing page, in the booking widget and on your voucher. These are cases where a supplier commits an irreversible cost in your name — a named event ticket, or an airport pass issued against your passport.
Even on those bookings, if we cancel, or an event outside anyone's control prevents the service, you receive a full refund.
If you disagree with a decision
Write to disputes@accesstransitexpress.com with your booking reference. We acknowledge within one business day and give a reasoned decision within five. If you are still not satisfied, the escalation route — including your right to raise the matter with your card issuer — is set out in the disputes and chargebacks policy.
We would genuinely rather refund you than have you file a chargeback. Ask us first.