Refund & Cancellation Policy

Piphup Rasmey Tour & Travel is committed to a fair and transparent refund and cancellation policy. This policy applies to all bookings for tour packages, accommodation, transport and entertainment services sold by us. Cancellation or change requests are calculated based on the start date of the service (for example, the first day of a tour, the first night of a hotel stay or the scheduled pickup time).

All refund requests must be submitted through the contact details at the bottom of this page and confirmed by our customer service team before they take effect.

The table below shows the refund percentage based on when you cancel:

We understand that travel plans sometimes change due to force majeure or personal emergencies. If you need to cancel or change a booking due to health reasons, family emergencies, natural disasters, flight cancellations or other valid circumstances, please contact us as soon as possible.

In these cases, as long as you can provide a reasonable explanation and supporting evidence (such as a medical certificate, flight cancellation notice or other relevant documentation), we are happy to discuss a more flexible solution outside the standard refund tiers, including partial refunds, rescheduling or conversion to service credit of equal value.

All special considerations are subject to review and written confirmation by our customer service or management team.

The following fees are usually non-refundable because they have already been paid in advance to third-party suppliers:

• Confirmed third-party tickets that are non-refundable, such as Angkor passes, specific show tickets, spa appointments or golf tee times.
• Visa service fees, government taxes or processing fees that have already been incurred.
• Unused services caused by the customer's own circumstances, such as late arrival, no-show or failure to bring valid identification.
• Optional add-ons or upgrades purchased during the trip, unless the supplier agrees to a refund.

To request a refund or change a booking, please follow these steps:

1. Contact our customer service team by email or phone as soon as possible.
2. Provide your booking reference, the booker's name, the service date and the reason for cancellation.
3. Include any supporting documents if you are requesting special consideration.
4. We will review your request and respond within 5 to 7 business days after receiving the complete application.
5. Once approved, we will refund the amount through the original payment channel.

Refund processing times depend on your original payment method and the processing speed of your bank or third-party payment platform (such as ABA PayWay, WeChat Pay or Alipay). Typically:

• Credit/debit card: 5 to 14 business days.
• WeChat Pay and Alipay: 3 to 10 business days.
• Bank transfer: 7 to 14 business days, depending on the receiving bank.

If you have any questions about this refund policy or need to request a refund or change a booking, please contact us:

• Email: support@piphuprasmeytourstravel.com
• Phone: +855 63 965 868
• Address: National Road 6, Krong Siem Reap, Cambodia

This page is maintained by Piphup Rasmey Tour & Travel to explain cancellation and refund rules to customers.