Customer policy

1. Scope of Application

This customer policy applies only to customers using the services and products of the company.

2. Payment Methods

Customers can choose the payment method after placing an order on the website tropicaltrekking.club

- Direct payment at the company
- Online bank transfer to the company’s account
- Direct payment through Tropical Trekking's e-commerce website

3. Reservation and Refund Policy

The reservation and refund policy at PDC Trading Service Company Limited is only applicable for legitimate reasons with official documentation such as unexpected work, accidents, illness, etc. Customers can complete the reservation procedure within the allowed timeframe and must adhere to the following requirements:

- Customers must keep the paid invoice as a basis.
- Customers must notify the situation at least 14 days in advance for the company to review and decide on the reservation.
- Customers must accept the risk of future changes to the reservation period.
- During the reservation period, customers must carry out their plans according to the contract.
- If customers voluntarily cancel the reservation contract, the company will not accept any subsequent complaints.
- For force majeure reasons (storms, natural disasters, epidemics, etc.), when customers request a refund, we will consider and process the request. Exceptional cases must be approved by the Board of Directors of PDC Trading Service Company Limited.

When customers request a refund, we will notify and process the refund according to the RETURN OR TRANSFER/CANCEL POLICY.

4. No-show Cases (customers not present at the departure time without notice)

Tropical Trekking will notify the pick-up location and time 24 hours before departure. Please be present at the meeting point 45-60 minutes in advance. In case you arrive later than the scheduled time, you will still have to bear 100% of the tour cost with no refund.

5. Force Majeure Cases

If the tour program is canceled or changed by either party due to force majeure reasons (fire, weather, accidents, natural disasters, war, epidemics, delays, cancellations, and other changes of public transportation or other force majeure events as per legal regulations), neither party shall be liable for compensating the incurred losses or for any legal responsibilities. However, each party is responsible for doing their utmost to assist the affected party in minimizing the losses caused by force majeure.

6. Customer Dispute and Complaint Resolution

In the event of a dispute, our company always prioritizes amicable resolution, putting customers first. Our dispute resolution process is as follows:

Step 1: Customers file a complaint about the service via email: contact@tropicaltrekking.club or phone: 0888.134.413

Step 2: The company will receive the customer’s complaint, then propose a suitable solution for both parties within 7 days from the date of receiving the complaint.

Step 3: If the dispute cannot be resolved through negotiation, as a last resort, legal authorities will be sought to ensure the rights of both parties.

TROPICAL TREKKING

PDC TRADING SERVICE COMPANY LIMITED