Terms and Conditions
Table of Contents
- Booking Confirmation
- Pricing Disclaimer
- Events Beyond our Control
- Weather Conditions
- Liability
- Travel Insurance
- Service Modification by Us
- Claims, Complaints & Refund Requests
- No Threats Over Reviews
- Travel Requirements
- Accuracy
- Accommodation Disclaimer
- Personal Belonging
- Cancellation Policy
- Amendment by the Traveler
- Disputes and Chargebacks
- Service/Item Not as Described
- Law and Jurisdiction
Booking Confirmation
Online Bookings for day trips and transfers
When booking through our website, full payment must be completed through our secure payment system at the time of booking.
Once payment is received, you will immediately receive a booking confirmation by email. If you do not see this email, please check your spam/junk folder or contact us by email.
Booking multi-day tour packages
For bookings arranged via email correspondence, a deposit is required to secure the reservation.
The remaining balance must be paid no later than 30 days prior to the tour start date.
For last-minute bookings made within 30 days of departure, full payment is required at the time of booking.
Payments may be made by credit card or bank transfer.
Pricing Disclaimer
While every effort is made to ensure the accuracy of all descriptions, pricing, and information, errors may occur. In the event of any discrepancy or pricing error after a booking has been made, we reserve the right to correct such errors and shall not be bound by the incorrect information.
Clients will be notified of the corrected details and given the option to proceed at the revised price or cancel the booking. If the client cannot be reached within a reasonable period, the booking may be automatically cancelled.
We reserves the right to amend, update, or remove any information on this website, including pricing and availability, at any time without prior notice.
Events Beyond our Control
We reserve the right to modify, postpone, or cancel any travel product or service in the event of unforeseeable or unavoidable circumstances beyond its control. Such circumstances include, but are not limited to, war, civil unrest, government actions, natural disasters, adverse weather conditions, technical or maintenance issues, and airport closures.
We shall not be held liable for, and no compensation will be provided for, any losses, disruptions, or cancellations resulting from such events, except as explicitly stated in these terms and conditions.
Weather Conditions
All tours and services operate subject to weather conditions and other unforeseen circumstances. In the event that a tour or service is cancelled by the operator prior to commencement due to severe weather or safety concerns, clients may be offered a rescheduled tour or a refund.
For multi-day tours that include accommodation, any approved refund shall be subject to deduction of all accommodation costs and other non-recoverable expenses. All refunds remain strictly subject to operator approval and are not guaranteed.
If a tour has already commenced and is affected by adverse weather conditions, no refunds will be provided.
Clients are highly encouraged to obtain travel insurance to cover unforeseen circumstances, as weather conditions in the Philippines can change rapidly due to its tropical climate.
Liability
We may act either as a tour operator (directly providing services) or as an agent arranging services on behalf of hotels, transport providers (airlines, ferry etc..), and other third-party suppliers.
When acting as a tour operator, we accept responsibility for the proper performance of the services we provide, subject to the limitations set out in these Terms and Conditions.
When acting as an agent, our liability is limited to making arrangements with the relevant suppliers. We are not responsible for the acts, omissions, or negligence of third-party providers, nor for events beyond our reasonable control (e.g., natural disasters, accidents, delays).
In all cases, clients participate in tours at their own risk and are strongly advised to purchase an adequate travel insurance.
Travel Insurance
Travel insurance is not compulsory but is strongly recommended for all travelers. You should obtain comprehensive coverage that includes medical expenses, trip cancellation or interruption, loss of baggage, and other unforeseen events. Purchasing insurance helps protect you against financial loss in situations beyond our control.
Service Modification by Us
We reserve the right to adjust certain elements of the booking after travel has begun, including but not limited to the type and type and capacity of vehicles or boat and ferry vessels, as well as pick-up times, when necessary for operational or safety reasons.
No refunds will be issued for substitutions of vehicles or boats, or for adjustments to the itinerary resulting from circumstances beyond our control, such as weather conditions, safety considerations, or other unforeseen events.
Claims, Complaints & Refund Requests
To ensure the best possible travel experience, any issues should be reported immediately on-site to the appropriate person (e.g., hotel manager, tour guide, or driver) so that corrective action can be taken. If the issue is not resolved, you must contact our office without delay so we can attempt to assist.
If the matter remains unresolved, a written complaint must be submitted within 30 days . Complaints received after this period will not be accepted.
Refund requests may be considered under certain circumstances. To apply, you must send email to us with your name and booking number within 30 days of the tour or transfer date. Requests received after this deadline will not be processed.
No Threats Over Reviews
Any threats or attempts to demand a refund in exchange for removing or withholding reviews will not be accepted and may be reported to the police, as such actions are considered a violation of Philippine law. (1. Republic Act No. 10175 – Cybercrime Prevention Act of 2012)
Travel Requirements
It is your responsibility to obtain all required passports, visas, permits, and travel insurance for the trip. Passports must be valid for at least six (6) months after the return date.
You are responsible for ensuring they are medically fit to travel. Any undisclosed illnesses or health conditions will not be grounds for claims if not communicated to us in advance.
Information we provide regarding visas, vaccinations, climate, clothing, baggage, or equipment is offered as a courtesy only, and we cannot be held liable for errors or omissions.
Accuracy
Although we take great care to ensure that vouchers and other travel documents are accurate when issued, we cannot be held liable for typographical errors or mistakes resulting from unforeseen circumstances.
You are responsible for verifying the accuracy of all details on your travel documents, and for promptly notifying us of any errors or discrepancies.
Accommodation Disclaimer
We recommend accommodations based on positive reviews, feedback from past clients, and properties we have personally inspected.
However, individual expectations may vary, and we cannot guarantee complete satisfaction.
We shall not be held liable for any inconvenience, discomfort, or dissatisfaction arising from accommodation-related issues.
You are responsible for verifying accommodation details, including room types, directly with the hotel’s official website prior to purchasing the package.
Personal Belonging
You are responsible for keeping track of your luggage and personal belongings throughout the tour or transfer. Do not leave any valuable items unattended, even briefly, while in vehicles. We are not liable for loss, theft, or damage to baggage or personal belongings.
Please ensure that small items such as mobile phones, wallets, and purses are accounted for before leaving the vehicle.
If any items are left at a hotel, please contact the hotel directly with your home address and payment details to arrange for their return, as we cannot guarantee immediate recovery.
Cancellation Policy
Cancellations are only valid once a written request has been received by email. Depending on the reason, you may be able to claim cancellation fees through your travel insurance.
This policy serves as a general guideline. For all multi-day or tailor-made packages (tours + hotels), the cancellation terms specified on your proforma invoice will apply and shall prevail over the general policy below.
DAY TRIPS AND LAND TRANSFERS:
For cancellations made more than 7 days prior to the scheduled travel date: 5% of the total tour cost as an administrative fee.
7 days or less prior to the scheduled travel date: 100% of the total tour/transfer cost (non-refundable).
MULTI-DAY OR TAILOR-MADE PACKAGES (TOURS + ACCOMMODATION)
Cancellations are subject to the following fees based on the timing of notification prior to the tour start date:
More than 35 days prior to the scheduled travel date: 10% of the total tour cost as an administrative fee.
34 to 15 days prior to the scheduled travel date: 35% of the total tour cost.
14 to 11 days prior to the scheduled travel date: 55% of the total tour cost.
10 to 8 days prior to the scheduled travel date: 80% of the total tour cost.
7 days or less prior to the scheduled travel date: 100% of the total tour cost (non-refundable).
FAST FERRY:
Ferry tickets are non-changeable and non-refundable.
Refund
Refunds for cancellations are usually processed within 7–10 working days, based on the applicable cancellation policy. Processing may take longer depending on the accommodation provider’s policy.
Some partner hotels may apply a strict no-refund policy. In such cases, the booking value may be kept as a credit for future use at the same property, or a refund may only be issued once the room is rebooked by another traveler.
Credit card processing fees and any bank-related charges are non-refundable under all circumstances. These fees are imposed by third-party payment processors and financial institutions and are therefore not controlled or retained by our company.
Amendment by the Traveler
If you wish to change your booking (e.g., accommodation or travel dates), we will make every effort to assist. However, please note that modifications are subject to availability and cannot be guaranteed.
Where changes are possible, the cost will be adjusted based on current rates, and may include supplements, cancellation fees, amendment fees, or other additional charges. A revised booking confirmation will be issued once the changes are finalized.
Please note that for group bookings, if one or more participants cancel, the total cost may be recalculated and increased. This is because certain services (such as transfers, guides, or boat rentals) are shared among the group. For example, if costs were originally divided among 10 participants but only 9 remain, the price per person will be adjusted accordingly.
Disputes and Chargebacks
By confirming a booking with us, you agree to resolve any issues or disputes directly with our company before initiating a chargeback or payment dispute through your bank, PayPal, or any other payment provider.
Chargebacks are not an acceptable substitute for a proper refund or cancellation request under our stated policies. If a chargeback is filed without first giving us the opportunity to resolve the matter, we reserve the right to:
1. Dispute the chargeback with full supporting documentation (including proof of services rendered, signed agreements, and correspondence).
2.Deduct any chargeback fees, penalties, or related costs incurred from any future refunds or credits owed.
3.Refuse future bookings from clients who initiate chargebacks without following the agreed dispute process.
Please note that PayPal or other payment platforms are not the governing authority for dispute resolution. All bookings and payments are made to Naturalis Expeditions Inc., and any dispute shall be governed exclusively by the laws of the Philippines, with jurisdiction residing in the competent courts of the Philippines.
By proceeding with a booking, you acknowledge and accept these terms.
Service/Item Not as Described
We aim to provide clear and accurate descriptions of all our services and products. It is your responsibility to review these details carefully before booking. If you have questions, please contact us by email prior to purchase.
If a service is proven to be materially different from the description, we may issue a full or partial refund depending on the situation.
This policy does not cover:
1. Personal preferences or expectations not stated in the description.
2. Minor differences that do not affect the service provided.
3. Cases where the description was accurate but misunderstood or overlooked.
Law and Jurisdiction
Any claim or dispute arising from or related to this contract will be governed by Philippines law and the courts of Philippines shall have exclusive jurisdiction over any claim arising out of it.