Cancellation Policies on Pelago
There are two types of cancellation policies available on Pelago:
Product Cancellation terms: Based on the terms of the product you purchased.
Pelago’s Exceptional Circumstances Refund Policy: In the event that your booking is not eligible for a refund under the product's terms, a goodwill refund may apply in specific cases, namely medical, compassionate, force majeure or transport disruptions.
Product Cancellation Terms Defined
Free Cancellation: You will receive a full refund if you cancel before the activity date. Refunds will be received within 7 - 30 working days, depending on your payment method and bank processing time.
Free Cancellation up to XX hours or days* in Advance: A refund (full or partial) will be given if you cancel within the time window stated on the product page. The cut-off time is based on the local time of activity.
Example: If your activity is on 3 Jan at 9:00 AM, with a 24-hour cancellation policy, you must cancel before 2 Jan, 12:00AM.
No Cancellation: No refunds will be given.
Example:
For certain admission tickets, cancellations or refunds are not permitted once issued. If unused on the designated admission date, the tickets will become invalid.
For others, refunds are similarly not available unless exceptional circumstances apply
Promo Codes or Campaigns: If you used a promo code or participated in a campaign that offers free cancellation for your booking, the campaign Terms & Conditions will apply.
Pelago's Exceptional Circumstances Refund Policy
If your booking is not eligible for a refund under the product’s cancellation policy, you may qualify for a goodwill refund in these cases. Documents will be required to support your refund request, and are outlined below:
Medical: Serious illness or injury to you or accompanying participants.
Required document: Medical certificate issued by a hospital, clinic or doctor.
Compassionate: Passing of a first-degree relative.
First-degree relative refers to parent, sibling, spouse, or child.
Required documents: Death Certificate or obituary notice. Proof of relationship with the departed.
Force Majeure: Any act of God (such as natural disaster or significant weather), situations arising from government or regulatory authority, war, civil commotion or terrorism that prevents the activity.
Required Document: Proof from the official authority or photographic evidence.
Transport Disruption: Involuntary flight, rail or boat cancellations or delays outside of your control that prevent you from going for your activity.
Required document: Official notice from transportation provider informing you of cancellation or delay.
How To Apply
In the event of a cancellation due to exceptional circumstances, please contact Pelago Customer Care. Supporting documents are required to be submitted for the request to be considered. It is important to note that meeting the criteria for exceptional circumstances does not guarantee approval of the refund request.
Refund Method
If approved, refunds are issued as Pelago credit codes.
Other important information
This policy does not apply to Transferz bookings or bookings made using the Singapore Culture Pass.
KrisFlyer Miles earned will be removed if a goodwill refund was provided.
Cancellation by Provider
A provider may cancel your booking for reasons such as bad weather, minimum participants not met or other operational issues.
If a provider cancels a booking, a full refund will be issued to your original payment method, and a cancellation notice will be sent to your booking email.