PHU QUOC TIMES · INFORMATION & SUPPORT
Cancellation, changes and refunds
Find the conditions for your service, make your request clearly and keep the resulting decision in writing.
Check the conditions before agreeing
Read the cancellation cutoff, applicable time zone, change fees, no-show conditions and refund terms in your offer. Ask about anything unclear before committing. A discounted price does not tell you whether a service can be changed or cancelled. Keep the version of the conditions attached to your agreement; this page does not impose a single cancellation rule on every tour or ticket.
State whether you want a change or a cancellation
Email info@phuquoctimes.com with your reference, service date and exact request. For a change, give the proposed new date, group or option. For a cancellation, identify which service and travellers it concerns. If you booked directly with another provider, contact that provider. Keep the sent message and its time; a general question about refund rules is not the same as a clear cancellation request.
A proposed change needs confirmation
Sending a message does not establish that a change has been accepted. Obtain written confirmation of the new availability, total price and conditions before relying on the revised plan. For example, moving a trip to the next day can involve a different pickup arrangement or no available places. Do not make a duplicate booking merely because the first change request has not yet received a reply.
When the provider changes the plan
If the provider changes or cancels a service, ask which alternatives and refund options apply to your agreement. Clarify any replacement date, itinerary, inclusions and price before accepting an alternative. Weather disruption does not establish one universal refund outcome. Keep the provider’s explanation; a proposed substitute is not automatically the same service you originally agreed to.
Clarify any refund in writing
If a refund is agreed or due, request the amount, explanation of any deductions, payment method and expected processing time in writing. Ask whether any further information is needed and keep the reference for follow-up. A support message is not itself approval of a refund. This page does not promise a fixed processing period or determine the legal entitlement in an individual case.
If the issue is time-sensitive or unresolved
For a same-day service issue, also use the operator contact in your confirmation. Do not assume the website inbox is continuously monitored. If the outcome remains unclear, reply in the same correspondence with the unresolved point and requested action. Keep your agreement and records for any independent advice you seek. General guidance does not remove applicable consumer rights or replace transaction-specific conditions.
Who handles bookings through Phu Quoc Times
For services booked directly through Phu Quoc Times, our team handles customer payment queries, cancellation and change requests, refunds and ticket delivery. Contact info@phuquoctimes.com with your booking reference so we can identify the service and arrange the next step. The conditions agreed for your particular service determine whether a change or refund applies; contacting the team does not itself approve either. If you booked directly with another seller, use that seller’s confirmation contact. Online booking will be available only for selected services when their booking flow is enabled; this policy does not enable checkout or payment.