This article explains how cancellations and refunds work on Pelago, including product-specific rules and exceptional circumstances.
Cancellation Policies on Pelago
There are three types of cancellation policies on Pelago:
Product Standard Cancellation: These terms are based on the specific product purchased and are applied first when processing any cancellation requests.
Pelago’s Exceptional Circumstances Refund Policy: In the event that your booking is not eligible for a refund under the product's cancellation terms, a goodwill refund may apply in specific cases. Namely medical, compassionate or transport disruptions.
Provider Cancellation: These occur when the cancellation is initiated by the experience provider of the booking.
Product Standard Cancellation Terms Defined
The cancellation terms explained below are based on the product booked on Pelago. These terms are applied first when a cancellation request is made:
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: Cancellation is not allowed and 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 Defined
If a booking is not eligible for a refund under the product’s standard cancellation terms, a goodwill refund may be considered under Pelago’s Exceptional Circumstances Refund Policy. Supporting documents are required for all refund requests, as outlined below:
Cancellation due to Medical reasons:
This applies in cases of serious illness or injury affecting the participant or an accompanying participant taking part in the activity
Required document:
A medical certificate issued by a hospital, clinic, or doctor
The certificate must indicate that the participant is unfit on the activity date of the booking
Cancellation due to Compassionate reasons:
This applies in the event of the passing of a first-degree relative (parent, sibling, spouse, or child)
Required documents:
Death certificate or obituary notice
Proof of relationship to the deceased
Cancellation due to Transport Disruption:
This applies when involuntary flight cancellations or significant delays outside of the passenger’s control prevent attendance at the activity
Applicable to: Singapore Airlines (SIA) and Scoot passengers only
Required document: An official notice from the airline confirming the cancellation or delay for the specific flight
See 'How do I apply for a Exceptional Circumstances Refund?' for more information on applying for an exceptional circumstances refund and how it is processed.
Provider Cancellation Defined
A provider may need to cancel your booking for reasons such as bad weather, minimum participants not being met, or other operational issues.
If your booking is cancelled by the provider due to weather or other reasons, a full refund will be processed to your original payment method once Support has confirmed the cancellation with the provider. You’ll also receive a cancellation notice by email
Refunds will be initiated promptly, but the time it takes to appear in your account depends on your payment provider.
In some cases, rescheduling options may be available, subject to approval by the experience provider.
We’ll always keep you informed and guide you on your options if a provider cancels your booking.
Other Important Information
Pelago's Exceptional Circumstances Refund Policy does not apply to Transferz bookings or bookings made using the Singapore Culture Pass
Any KrisFlyer Miles earned will be removed if a booking is cancelled or a goodwill refund is issued