Terms and Conditions
These terms and conditions consist of important informations about Puerto Princesa Paradise that should be read carefully. These terms and conditions define the booking conditions and binds you and our company Tropical Paradise Travel & Tours when you book a tour, transportation or activity with us, whether it is made online, offline or through a third party such as a travel agency. For any questions regarding the following terms and conditions, please feel free to email us to [email protected]
A copy of the present terms and conditions is available on simple request in our booking offices in El Nido, Puerto Princesa or Coron. If not available, our staff should provide you with the necessary Internet connection for you to access them or, if not possible, indicate you the URL (http://www.puertoprincesaparadise.com/terms-and-conditions/) where you can read them.
Please be advised that, even though a copy of the present terms and conditions may be printed in our office, the one that prevails is the updated version that you can find on this page. Please refer to the “Modification” section below for more information about the changes and updates of the present Terms and Conditions.
The following sections defines the conditions where a booking is made and the procedure happening from right after your payment until the actual day of your tour, transportation or activity. It refers more specifically to the online booking procedure and details the main steps of it.
From the online booking part of our website (which is located at http://www.puertoprincesaparadise.com/booking/) you can find a variety of tours including island hopping tours, island hopping combo tours, inland tours, adventures tours, overnight camping tours, private tours, as well as transportation services such as vans and boats, and vehicle rentals (such as motorbikes, cars and kayaks).
To book a tour or activity, which can organised and offered by us or by third parties such as van companies, boat companies, vehicle renters, dive centers and other tour organisers, click on the category of activity you wish to access. These categories can also be accessed from the top navigation menu, by overing the “Booking” tab, or from the sidebar menu on the right side of the page.
On the individual booking page for a tour or service, you’ll get to indicate the booking options of your choice (for example, the number of participants, the date of the activity, etc.), before clicking on the “Book” button taking you to the “Cart” page. On the cart page, you’ll be able to remove items/bookings, or to add others by clicking on the link “Continue shopping”.
Once you’ve reviewed your bookings, you’ll have to proceed to the “Checkout” page, by clicking on the “Proceed to checkout” button. On the “Checkout” page, you’ll be able to fill in your billing details and customers information, review you order, access to the present Terms and Conditions, and proceed to PayPal by clicking on the “Proceed to PayPal” button.
Our website is using the PayPal secured online payment system. You don’t need a PayPal account to use it for your payment. You can use it with any major Credit Card. For that matter, please proceed to your booking and, on the checkout page, choose “Proceed with PayPal”. On the following PayPal hosted page, click on the button offering you to pay without a PayPal account. The transaction will appear on your bank statements under the name of “PAYPAL*NEOSIS LTD”.
Note that only tours, transportations or activities for which a payment (full or partial) has been issued are considered booked. This partial or full payment can be made through our website, through a custom PayPal link or by a mean directly specified with one of our representing members.
Any payment made outside of our website (by Western Union, Palawan Pawnshop or a bank wire) must first be confirmed by email. In that regard, you will have to write to [email protected] with the details of your booking and planned payment. Once reviewed, we’ll confirm the possibility for you to make the payment. This extra layer of security both helps us to track effectively your booking and prevent any misrepresentation of our company.
When booking online, you will also receive an automated email containing the details of your booking as well as your unique order number. For certain bookings such as van transfers, you will have to print this automated email in order to remit it to the van driver when he will come to pick you up. In case you wouldn’t be able to access a printer, you can alternatively print it to the PDF format and save it into your smartphone.
After your booking is manually reviewed and confirmed by a member of our team, we’ll send you a recap email containing the practical informations regarding your booking, such as what to bring for your tour, the time and hour of departure, when and how to come to our booking office in El Nido, Puerto Princesa or Coron, the contact numbers to reach us easily and other important or useful informations we may want to share with you regarding your specific booking.
This email should be sent to you shortly after your booking, generally within a 72 hours time window. If you weren’t receiving this email more than 3 days after your booking, this could indicate a problem with your booking such as a non processed payment, a problem with your email inbox such as a filter applied by your email provider, or a problem with our own email system. In any of these case, the procedure to follow is to contact us directly either by email to [email protected] or, if your booking is planned in less than 72 hours, by phone to the number(s) indicated on the following contact page (http://www.puertoprincesaparadise.com/contact/).
The inclusions available with each activity are defined on the page where you can book this activity. For example, you can find the inclusions of the Underground River Tour on the pages where you can book a Underground River Tour. These inclusions will be listed in the “Description” area located under the booking options and the calendar. The following sections will cover two specific topics related to tours in Puerto Princesa: licensed tour guides and the Environmental Fee.
Licensed Tour Guide (El Nido)
All the tours we organise in Puerto Princesa are including the presence and guidance of a licensed tour guide. This license is issued by the municipality of Puerto Princesa and testifies of a professional training and knowledge.
Except if indicated otherwise for certain tours (such as private tours, overnight campings and adventure tours), the environmental fee is not included with your booking and you might have to either present your existing valid ticket or pay for a new ticket before embarking on your tour.
The following sections defines the cancellation policy applied in different conditions. When the cancellation is originating from the guest, whatever the circumstances in which this cancellation takes place, a cancellation fee may apply. When the cancellation is originating from us, whether it is due to weather conditions or other circumstances, the guest shall be granted a full refund.
This section defines the cancellation policy applied when a tour, transportation or activity is cancelled by the guest (i.e. the person who made the booking or to whose name the booking was made).
- If a guest cancels a booking more than 30 days before the booking date, a fee of 5% of the total booking amount is applied.
- If a guest cancels a booking less than 30 days before the booking date, a fee of 15% of the total booking amount is applied.
- If a guest cancels a booking less than 14 days before the booking date, a fee of 20% of the total booking amount is applied.
- If a guest cancels a booking less than 7 days before the booking date, a fee of 30% of the total booking amount is applied.
- If a guest cancels a booking less than 48 hours before the booking date, there is no refund.
- In case of no show-up of the guest, there is no refund.
Cancellation by our Agency
This section defines the terms and conditions of a cancellation originating from us. If the tour, transportation or activity you booked has to be cancelled because of conditions such as bad weather, natural calamities, insecure political climate or any external event or condition that makes it not viable for us to operate it, you’ll get the following choice:
- Reschedule your activity
- Get a full refund
If your activity is cancelled, you can use the amount paid for any other tour, transportation or activity offered by us. We are not responsible for any incidental expenses that you may have incurred as a result of your booking, including but limited to, visas, non-refundable flights or transportation tickets.
Reschedule or Change of Date
You can reschedule or change the date of a tour, transportation or activity, within the following terms and conditions:
- A change of date made before receiving our confirmation email (with practical informations) is free of charge.
- A change of date required after receiving our confirmation email is subject to a reschedule fee of P500.
- A request for rescheduling an activity can be made by email up to 5 days before the departure time.
- A request for rescheduling an activity happening less then 5 days before the departure time has to be made exclusively by phone, through the phone numbers given in our confirmation email or the one available on our contact page (http://www.puertoprincesaparadise.com/contact/).
- A tour cannot be rescheduled less than 48 hours before the departure time, except if the reschedule is validated by a member of our team during your phone call.
- A request for rescheduling an activity processed through the wrong channel (for example in contradiction with the previous points) leading to a no show-up will be considered a no show-up.
When you get either a full or a partial refund, the mean of payment used for your booking shall be the one used to proceed to your refund. For instance, if you used PayPal to make your booking, your refund will be made through PayPal and not by any other means.
When asking for a refund for a booking made online, you shall send an email to [email protected] with your booking order number and a brief message explaining the nature of your request. Once confirmed, we’ll proceed to your refund in a diligent manner.
You can cancel or modify your trip with us in accordance to the Cancellation Policy above. But if you’re cancelling 180 days after you made your initial booking, regardless of the date of the booked activity, there will be a -5% due to PayPal charges. If it’s 30 days before the tour, you will still get a full refund minus this 5% fee used to cover the PayPal’s fees we already paid.
When booking through us services including, but not limited to, van transfers, boat trips, vehicle rentals, scuba diving sessions, Puerto Princesa Paradise only acts as a booking, liasing and collecting agent. When booking activities others than island hopping tours, you should always assume Coron Adventures only acts as a booking agent in that matter.
It may also happen that, depending on the number of guests who have booked a specific island hopping or adventure tour with us or for any other reason, it is not viable for us to operate it. In that case, we may pass the tour to another licensed tour organiser. The conditions applying to this eventuality are detailed in the following sections.
Our staff should be able to inform you of the exact name of the company organising your tour or activity, either before or after your tour or activity. For tours, this information will generally be given to you on the day before your booking date, when you come to our booking office. If for any reason the name of the third party company couldn’t be provided at that time, you could get this information on a simple request made by email ([email protected]) or by asking our competent staff.
The non communication of this information before the happening of your tour, transportation or activity shouldn’t be regarded as any sort of breach in our limitation of liability since the acceptance of the present terms and conditions includes the acceptance of having your activity potentially or effectively transferred to third parties.
We aim to organise a maximum of tours ourselves but, in some conditions and especially for public tours, it is sometimes not viable for us to operate a particular tour. In that regard, we may cancel your tour or transfer it to another tour organiser that we have selected for the quality of their service and the positive feedbacks we received from our guests. However, these tour organisers operate independently from us and are not part or employees of our company. Therefore, we do not assume liabilities on their behalf, and only act in that matter as a booking, liaising and collecting agent.
In accordance to our policy transparency, you shall be able to ask for the name of the company organising your tour at any moment. If not us, this name should be provided to you on the day before your tour or in the morning of your booking date, before the departure of your tour. It can happen that our staff fails to inform you of that change of tour organiser or of the name of the third party company. If that information is not communicated, you shall ask to our competent staff to confirm the name of the company organising your tour before joining it.
You can decide not to go on the tour with a third party tour organiser, up until the moment when the tour starts. In that event, you can get a refund of your booking or use the amount of your booking for another activity. If you effectively join or accept to go on the tour or activity they organise and operate, your booking with us is effectively cancelled and transferred to the other tour organiser and it means you’re accepting our disclaimer of liabilities.
Puerto Princesa Paradise and Tropical Paradise Travel & Tours cannot be held responsible, or in any way liable, for such things as property losses or damages, personal losses, accidents, medical expenses, repatriation expenses, helicopter rescue, air ambulance, injuries or death for any reason, whether through activities organised by us or booked through us, or caused to you by third parties connected or not connected to us. We’re not liable for any additional expenses incurred by a guest whatever may be the reason or circumstances of these expenses.
We contract with a network of partners including, but not limited to, van companies, boat companies, tour guides, tour organisers, dive centers, hotels, inns and resorts, to assist in the running of our activities. We are not liable nor responsible for the acts and omissions of these thirds parties. To the fullest extent of the law:
- any liability for any loss, death, injury or damage which you may suffer (directly or indirectly) in connection with or arising out of your participation in a trip, or any breach of the terms and conditions found here, is excluded;
- you release us and our officers and employees from any liability and expressly waive any claims you may have against us arising out of or in connection with your participation in a trip;
- any claim by you is excluded to the extent that it is for indirect or consequential loss, loss of profits or economic loss, however it arises, or for indirect, special, punitive or exemplary damages.
If you have a complaint regarding a tour or activity organised by us, please reach us by writing to our email address [email protected] or by giving us a phone call on the numbers indicated on our contact page (http://www.puertoprincesaparadise.com/contact/). If such a complaint is received, Puerto Princesa Paradise will agree to investigate. Depending on our findings, we may act upon the complaint to attempt to rectify the matter.
We strongly recommend that if you intend to go on any tour or activity during your trip, you contract an insurance that will cover your intended activities. A good insurance should offer enough protection for full duration of the trip which covers your planned activities, personal injury, death, medical expenses, repatriation expenses, helicopter rescue, air ambulance and adequate cover for baggage and valuables.
The present Terms and Conditions are subject to change without prior notice and such revision shall be effective immediately upon the posting of the revised Terms and Conditions to our website on the present page (http://www.puertoprincesaparadise.com/terms-and-conditions/).