Cancellation & Refund Policy

1. Overview

ReadyTrip is an online marketplace for activities, tours, tickets and experiences supplied by independent local operators. Cancellation and refund terms are set per product and are shown on the activity page and again on the checkout and booking-confirmation screens before you pay. Those product-specific terms always govern your booking. This policy explains how cancellations and refunds work in general.

Three things work differently: eSIM data plans are non-refundable digital products (section 9); airport and city transfers are cancelled per leg against the pick-up time (section 10); and long-distance transport tickets are sold by 12Go rather than by us, so this policy does not cover them at all (section 11).

2. Free cancellation

Many experiences offer free cancellation up to a stated cut-off — commonly 24 hours before the start time (local time of the activity). Where free cancellation applies, it is clearly labelled on the listing. If you cancel within the free-cancellation window, you receive a full refund of the amount charged.

3. Non-refundable and final-sale products

Some products — including certain skip-the-line tickets, time-slotted entries, and special events — are non-refundable once booked, or become non-refundable after a cut-off time. These are marked on the listing before you pay. No refund is due for a non-refundable product cancelled by you, or for a no-show.

4. How to cancel

To request a cancellation:

• Sign in and open My bookings, select the booking, and follow the cancellation option where it is available; or
• Contact our support team via the Contact page with your booking reference. Cancellation takes effect when we receive your request, so please allow for time-zone differences relative to the activity's start time.

5. Changing the date of a booking

Bookings are made for a specific date (and time slot, where one applies), and there is no self-service date change. If you need a different date, contact us at [email protected] from the email address you booked with, quoting your booking reference and the new date (and time slot) you would like. We will put the request to the operator on your behalf.

• Date changes are at the operator's discretion and subject to availability — some operators allow them, some do not, and we cannot guarantee a change.
• Where the operator agrees, we confirm the new date to you by email and re-issue your ticket or voucher where needed. If the operator charges a fee or a price difference for the change, we confirm it with you before anything is changed.
• Where the operator declines, or the request arrives too close to the activity to be actioned, your booking's own cancellation terms (sections 2 to 4) apply unchanged.
• Transfers are different: a transfer can be changed by you, from the booking itself, without contacting us — see section 10.

6. Refund amount

The refund amount is determined by the product's cancellation terms and the time of your request:

• Within the free-cancellation window: full refund.
• After the cut-off, or non-refundable product: no refund, unless stated otherwise.
• Partial-refund products: the refundable portion shown in the product's terms (for example a percentage if cancelled within a set period).

Any promotional discount or coupon applied to the order is reflected in the refund. Where only part of a multi-item order is cancelled, only that item is refunded.

7. Cancellations or changes by the operator

If the operator cancels the experience, materially changes it, or it cannot run (for example due to weather, minimum-participant requirements, or closure), you are entitled to a full refund, or you may choose to rebook where an alternative is offered. We will notify you using the contact details on your booking.

8. Refund method and processing time

Approved refunds are issued to your original payment method. Refunds are initiated immediately from our side once approved. Refunds are processed in the currency in which you were charged; because the settlement currency is US dollars (USD), the amount that reaches a card billed in another currency may differ slightly due to exchange-rate movements and your bank's fees, which are outside our control. Depending on your mode of payment and your bank, a refund can take up to 10–15 working days to appear on your original payment method.

9. eSIM data plans

Travel eSIM data plans are digital products delivered immediately. Your QR / activation code is issued shortly after payment, and from that moment the plan is non-refundable and cannot be cancelled, changed or transferred. By completing the purchase you ask for immediate supply and accept that you lose any statutory cancellation or withdrawal right for digital content that would otherwise apply (including the 14-day right under EU and UK consumer law).

We will refund an eSIM plan in these cases:

• Never delivered — no activation code reaches you and we cannot issue one. Check your spam folder and your My bookings page first, then contact us.
• Faulty plan — the eSIM cannot connect at your destination because of a fault on our or our supplier's side, and support cannot fix it. Contact us while you are travelling so we can diagnose it with the supplier; we cannot verify a connection fault after your travel dates have passed.

We cannot refund a plan where:

• your device is not eSIM-compatible, or is locked to a carrier — please check before you buy;
• the activation code was issued and you changed your mind, did not travel, or did not install it;
• you deleted or re-installed the eSIM profile, which can permanently invalidate it;
• data went unused, or the validity period expired;
• local network coverage, speed or operator throttling did not meet your expectations, or local law restricts foreign eSIMs at your destination.

Where a refund is due, it is issued to your original payment method under section 8. Nothing here limits any non-excludable consumer right you may have if a plan is not as described.

10. Airport & city transfers

Transfers are sold by us, so this policy applies to them — with four differences from an activity booking.

• The clock runs from pick-up, not from midnight. An activity's free-cancellation window is measured against the start of the visit day; a transfer's is measured against the pick-up time of that leg, in the local time of the pick-up point. The exact deadline is shown on the ride before you pay and on your booking afterwards.
• Each leg cancels on its own. A return trip is two rides. Cancelling the outbound leaves the return in place, and each leg is refunded according to its own window. Your booking page has a cancel option per leg.
• Changing a ride. Use Change on the leg. We book the new journey at the price available at that moment and cancel the original; where the original is still inside its free-cancellation window it is refunded in full, so a change costs you only the difference in fare. A leg that is past its free window cannot be changed — cancel it (under its window) and book again.
• No-shows. A driver waits a limited time — typically 60 minutes after your flight actually lands, or 15 minutes for a pick-up that is not at an airport. If you are not there and do not make contact, the ride is treated as used and no refund is due. Tell us or the supplier as soon as you know you are delayed; a ride that can still run usually does.

If the supplier cancels, does not arrive, or sends a materially different vehicle, you are refunded in full for that leg without needing to ask — we detect it and start the refund automatically.

11. Long-distance transport tickets — refunds are handled by 12Go

Long-distance bus, train, ferry and flight tickets are sold by 12Go Asia Pte. Ltd. on its own websites — readytrip.12go.asia and 12Go's own domains — not by ReadyTrip. Following a transport link takes you off ReadyTrip to 12Go, who takes your payment and is the party you contract with. So this policy does not apply to those bookings and ReadyTrip cannot cancel, change or refund a transport ticket. Any chargeback or payment dispute for a transport booking is also a matter between you, 12Go and your bank, not one we can resolve.

Cancellations, changes, refunds and any claim for a delayed or cancelled departure are governed by 12Go's own terms and refund policy and by the transport operator's conditions. Raise them with 12Go through the support channel on that site, quoting the booking reference 12Go gave you. Our support team can point you in the right direction, but has no access to those bookings. This section does not apply to the airport and city transfers we sell ourselves — those are covered by section 10.

12. Business (agency) wallet bookings

For B2B partners who pay from an agency wallet, eligible refunds are credited back to the wallet balance rather than to a card, and become available for future bookings immediately on approval.

13. Pricing and currency

Prices are settled in USD and displayed in your selected currency for convenience. The amount charged and refunded is the USD-settled amount; display-currency figures are indicative and may vary with exchange rates.

14. Contact

For any cancellation or refund question, contact us at [email protected] or via the Contact page. Please include your booking reference so we can help quickly.