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Business Policies

Shipping, Cancellation & Refund

These policies apply to all bookings made through Travel Gates. They are designed to comply with payment gateway requirements and to give you clear expectations for service delivery, cancellations, and refunds.

Service Delivery Method

Travel Gates does not ship physical goods. Our services are delivered in two ways:

  • Email confirmation: Upon successful payment, you will receive a booking confirmation by email. This confirmation includes your booking reference, service details, date and time, pickup/drop-off information (where applicable), and contact details for the service provider.
  • Physical service on the travel date: The actual tour, transfer, or activity is performed on the date and at the location specified in your booking. You must present your confirmation (digital or printed) to the operator or driver as proof of booking.

Delivery is considered complete when the confirmation email is sent and when the service is rendered on the scheduled date. If you do not receive the confirmation email within 24 hours, please contact us with your payment details so we can resend it or resolve the issue.

Cancellation Policy

Cancellations are calculated from the date we receive your cancellation request to the scheduled service date (both dates inclusive). The following tiers apply:

Cancellation tiers

  • More than 7 days before service: Full refund. No cancellation fee.
  • 3 to 6 days before service: 50% of the total booking amount will be charged as a cancellation fee. The remaining 50% will be refunded.
  • Less than 3 days before service (or no-show): No refund. The full booking amount is non-refundable.

To cancel, you must contact us via the email or contact form on our website and provide your booking reference. Cancellation is effective from the time we acknowledge your request. For partial refunds, we will process the refund in accordance with our Refund Processing section below.

Refund Processing

Approved refunds will be processed as follows:

  • Processing time: Refunds are processed within 7 to 14 business days after we confirm your cancellation and eligibility. This timeframe may vary slightly depending on your bank or card issuer.
  • Method: Refunds are credited to the original payment method used for the booking (e.g., the same card or e-wallet). We cannot refund to a different account or method unless required by law or our payment processor’s policy.

If you have not received your refund after 14 business days, please contact us with your booking reference and we will follow up with our payment processor. You may also need to contact your bank or card issuer for their processing timelines.

Last updated: March 2025. Travel Gates reserves the right to update these policies; any material changes will be communicated on this page. For questions, please see our Contact page.