Refund Policy

At Hoppi, we understand that plans can change. Our refund policy is designed to be fair and transparent while supporting our tour operators, event organizers, and restaurant partners. Please review the terms below based on your booking type.

Tours & Activities

Standard Cancellation Timeline

48+ Hours Before Tour

Full refund (100% of payment returned)
Processing time: 3-5 business days
No cancellation fees

24-48 Hours Before Tour

50% refund of tour cost
Processing time: 3-5 business days
Service fees may apply

Less Than 24 Hours Before Tour

No refund available
Rebooking may be possible for a fee (subject to availability)

Weather-Related Cancellations

Severe Weather Conditions

If we cancel your tour due to unsafe weather conditions, you'll receive:

100% full refund, OR
Free rebooking to any available date within 12 months
No additional charges or fees

Minor Weather (Light Rain, etc.)

Tours typically proceed as scheduled. If you choose to cancel due to minor weather, standard cancellation terms apply.

Events & Entertainment

Event Cancellation Policy

7+ Days Before Event

Full refund (100% of ticket price)
Processing time: 5-7 business days

3-7 Days Before Event

75% refund of ticket price
Processing time: 5-7 business days

Less Than 3 Days Before Event

25% refund of ticket price
Valid only for emergency situations with documentation

Event Changes by Organizer

Event Postponed

Tickets remain valid for new date, OR
Full refund if new date doesn't work for you

Event Canceled by Organizer

Automatic 100% refund
Processing time: 7-10 business days

Restaurant Reservations

Dining Reservations

2+ Hours Before Reservation

Full refund of any deposit paid
No cancellation fees
Instant processing

Less Than 2 Hours Before Reservation

Deposit may be forfeited
Contact support for special circumstances

No-Show Policy

Full forfeiture of deposit
May affect future booking eligibility

Special Dining Events

For special restaurant events (wine dinners, chef's table, holiday meals):

48+ hours: Full refund
24-48 hours: 50% refund
Less than 24 hours: No refund

Payment Processing

Refund Timeline

Credit Cards

Processing: 3-5 business days
Bank posting: Additional 2-5 business days (varies by bank)

Digital Payments (ABA Pay, WeChat Pay, Alipay)

Processing: 1-3 business days
Account credit: Usually instant once processed

Bakong

Processing: 1-2 business days
Account credit: Usually instant once processed

Refund Method

Refunds are issued to the original payment method
Cannot process refunds to different cards or accounts
Processing fees (if any) are clearly stated during booking

Special Circumstances

Emergency Situations

We understand that true emergencies happen. In cases of:

Medical emergencies (documentation required)
Family emergencies (documentation may be required)
Natural disasters affecting travel
Government travel restrictions

Contact our support team immediately at +855 70 897 172 or support@hoppi.cc. We'll review each case individually and work with you to find a fair solution.

Group Bookings

Groups of 8+ People

Custom cancellation terms may apply
Partial cancellations allowed (minimum group size restrictions may apply)
Contact support for specific terms

Travel Insurance

We Recommend Travel Insurance

While our refund policy covers many situations, travel insurance can provide additional protection for:

Medical emergencies requiring documentation
Flight cancellations affecting your plans
Other unforeseen circumstances

How to Request a Refund

Step-by-Step Process

Contact Us Immediately

Email: support@hoppi.cc
Phone: +855 70 897 172
Live Chat: Available 24/7

Provide Booking Information

Booking confirmation number
Name and contact details
Reason for cancellation

Submit Required Documentation

Emergency situations may require proof
We'll guide you through any requirements

Receive Confirmation

You'll get email confirmation of your refund request
Timeline and amount will be clearly stated

Important Notes

All refund amounts exclude third-party processing fees where applicable
Refund eligibility is determined by the time of cancellation request, not when we process it
Custom packages or private tours may have different terms (specified at booking)
This policy applies to bookings made directly through Hoppi
We reserve the right to refuse service to customers who abuse our refund policy

Questions About Refunds?

Our customer support team is here to help clarify any questions about our refund policy. We're committed to treating every situation fairly while maintaining the sustainability of our platform for all users.

Email: support@hoppi.cc
Phone: +855 70 897 172
Live Chat: Available 24/7 on our website

Policy last updated: September 2025