Platform Name: Kalotrip Registration Platform
Operator: Kalotrip (the “Platform”)
Legal Entity: 1001 STORYS PTE. LTD.
1. Purpose and Scope
This Cancellation and Refund Policy (the “Policy”) applies to eligible guide services, local experiences, driver-guide services, and other services booked through Kalotrip (collectively, “Bookings”).
This Policy explains the cancellation requirements, applicable refund percentages, refund procedures, rescheduling rules, no-show treatment, and other circumstances that may affect a Traveler’s eligibility for a refund.
By making a Booking through Kalotrip, you acknowledge and agree to this Policy together with the applicable Terms of Service and any service-specific terms displayed at the time of booking.
Where a particular Booking clearly states a different cancellation or refund policy before payment, the policy specifically displayed for that Booking shall apply.
Where applicable law provides mandatory rights that cannot legally be excluded or limited by this Policy, such mandatory legal requirements shall prevail.
2. Standard Cancellation and Refund Schedule
Unless otherwise expressly stated for a particular Booking, Travelers may cancel an eligible Booking according to the following schedule:
For purposes of this Policy, the cancellation time is determined by the time at which the cancellation request is successfully submitted through Kalotrip or otherwise received and recorded by Kalotrip.
3. How Cancellation Time Is Calculated
Cancellation deadlines are calculated based on the scheduled local start time of the service at the destination.
For example, if a Booking is scheduled to begin at 10:00 AM on August 10:
- cancellation at or before 10:00 AM on August 3 qualifies for a 100% refund;
- cancellation after 10:00 AM on August 3 but at or before 10:00 AM on August 7 qualifies for a 90% refund;
- cancellation after 10:00 AM on August 7 but at or before 10:00 AM on August 9 qualifies for a 70% refund;
- cancellation after 10:00 AM on August 9 but before 10:00 AM on August 10 qualifies for a 50% refund;
- cancellation at or after 10:00 AM on August 10 will generally not qualify for a refund.
The local time zone of the service destination will be used when determining the applicable cancellation period.
4. Refund Calculation
Unless otherwise stated, the applicable refund percentage will be calculated based on the amount actually paid by the Traveler for the refundable portion of the Booking.
Certain third-party costs may be excluded from the refundable amount if they have already been incurred or are expressly identified as non-refundable before purchase.
These may include, where applicable:
- attraction or event tickets;
- transportation reservations;
- restaurant or activity deposits;
- permits;
- insurance premiums;
- accommodation charges;
- third-party booking fees; or
- other non-refundable external expenses specifically arranged for the Booking.
Kalotrip will make reasonable efforts to clearly identify any known non-refundable third-party charges where applicable.
5. How to Cancel a Booking
Travelers should submit cancellation requests through the cancellation function provided by Kalotrip, where available.
If online cancellation is unavailable, Travelers should contact Kalotrip customer support as soon as possible.
A cancellation will only be treated as submitted once Kalotrip has successfully received or recorded the request.
Simply notifying the Guide without submitting the cancellation through Kalotrip or contacting Kalotrip support may not constitute an effective cancellation.
Travelers are encouraged to retain the relevant cancellation confirmation or communication record.
6. Refund Method
Approved refunds will generally be returned to the original payment method used for the Booking, unless Kalotrip determines that another refund method is necessary or appropriate.
Where the original payment method is no longer available or cannot accept the refund, Kalotrip may request additional information from the Traveler in order to process the refund through another appropriate method.
Refunds will normally be made in the same currency as the original transaction where reasonably practicable.
Any exchange-rate differences, foreign transaction charges, bank charges, or similar costs imposed by banks or payment providers are outside Kalotrip’s control.
7. Refund Processing Time
Once a refund has been approved and submitted by Kalotrip, the time required for the refund to appear in the Traveler’s account depends on the processing procedures of the relevant bank, card issuer, payment institution, or other payment provider.
Kalotrip does not guarantee a specific bank posting or settlement date after the refund has been successfully submitted.
If a refund has been confirmed by Kalotrip but has not appeared in the Traveler’s account, the Traveler may contact the relevant bank or payment provider for further information.
Kalotrip may provide available refund transaction information to assist the Traveler where reasonably possible.
8. Cancellation After the Service Start Time
If a Traveler requests cancellation at or after the scheduled service start time, the Booking will generally be considered non-refundable.
This includes circumstances where:
- the Traveler decides not to continue with the service after it has begun;
- the Traveler arrives late and decides not to participate;
- the Traveler changes personal plans after the scheduled service has started; or
- the Traveler fails to attend the scheduled service without prior cancellation.
Exceptions may apply where the Guide fails to provide the agreed service, where there is a serious safety issue, where a qualifying force majeure event applies, or where otherwise required by applicable law.
9. Traveler No-Show
A Traveler may be considered a “No-Show” if the Traveler fails to arrive at the agreed meeting point within the applicable waiting period and cannot reasonably be contacted.
A No-Show Booking will generally not qualify for a refund.
Before treating a Traveler as a No-Show, the Guide should make reasonable efforts to:
- remain at the agreed meeting location for the applicable waiting period;
- contact the Traveler using the available contact details; and
- retain reasonable records of attempted communications.
Where the Traveler’s failure to appear results from circumstances reasonably attributable to Kalotrip or the Guide, Kalotrip may review the Booking separately.
10. Late Arrival by the Traveler
If a Traveler arrives late, the Guide will make reasonable efforts to continue providing the service where practicable.
However, unless otherwise agreed, the scheduled end time of the Booking does not automatically extend because of the Traveler’s late arrival.
Where the Traveler’s significant delay makes the agreed service impracticable or impossible, the Booking may be treated in accordance with the No-Show or late cancellation provisions of this Policy.
11. Cancellation by the Guide
If the Guide cancels a confirmed Booking and Kalotrip is unable to provide a reasonable replacement acceptable under the circumstances, the Traveler will generally be entitled to a 100% refund of the amount paid for the affected service.
Where reasonably practicable, Kalotrip may first offer:
- a replacement Guide;
- an alternative service;
- a different service time; or
- rescheduling.
The Traveler is not required to accept a materially different replacement service.
Where the cancellation results from serious misconduct or an unjustified failure by the Guide to perform the Booking, Kalotrip may separately take action against the Guide under the Kalotrip Guide Fulfillment Policy Agreement.
12. Cancellation by Kalotrip
Kalotrip may cancel a Booking where reasonably necessary due to:
- safety concerns;
- suspected fraud;
- regulatory requirements;
- Guide unavailability;
- material errors in the Booking;
- circumstances making the service unlawful or impracticable; or
- other serious operational reasons.
Where Kalotrip cancels a Booking for reasons not attributable to the Traveler and no suitable alternative can be provided, the Traveler will generally receive a 100% refund of the refundable amount paid for the affected service.
13. Rescheduling
A Traveler may request to change the date or time of a Booking.
Rescheduling is subject to:
- Guide availability;
- availability of any third-party services;
- the nature of the requested change; and
- approval through Kalotrip.
A rescheduling request is not automatically approved until confirmed through Kalotrip.
Where a Traveler requests a material date or time change and the requested change cannot be accommodated, the request may instead be treated as a cancellation, and the applicable refund amount will be determined based on the time the rescheduling request was originally received.
Kalotrip may restrict repeated rescheduling where it reasonably appears to be used to circumvent the cancellation policy.
14. Changes to the Number of Travelers
Requests to reduce or increase the number of Travelers are subject to the conditions of the specific Booking.
Reducing the number of Travelers does not automatically entitle the Traveler to a proportional refund, particularly where the Booking price is based on the Guide’s time, vehicle, group service, or other fixed costs rather than a per-person price.
Additional Travelers may result in additional fees where applicable.
Any price adjustment must be confirmed before the modified service is provided.
15. Weather Conditions
Ordinary weather conditions, including rain, heat, cold, cloudy weather, or other reasonably foreseeable conditions, do not automatically entitle a Traveler to cancel a Booking outside the standard refund schedule.
Where severe weather creates a material safety risk, causes official closures, prevents transportation, or otherwise makes the service reasonably impossible to perform, Kalotrip may offer an alternative arrangement, rescheduling, refund, or other appropriate solution depending on the circumstances.
16. Force Majeure and Extraordinary Circumstances
Where a Booking cannot reasonably be performed because of circumstances beyond the reasonable control of the Traveler, Guide, or Kalotrip, the Booking may be reviewed separately.
Such circumstances may include:
- natural disasters;
- extreme weather;
- earthquakes;
- floods;
- typhoons or hurricanes;
- war;
- terrorism;
- civil unrest;
- government restrictions;
- sudden border closures;
- major transportation shutdowns;
- serious public health emergencies;
- official closure of the relevant destination or attraction; or
- other comparable extraordinary events.
Depending on the circumstances and any unrecoverable third-party costs, Kalotrip may provide:
- a full refund;
- a partial refund;
- rescheduling;
- travel credit;
- an alternative service; or
- another reasonable solution.
Kalotrip may request reasonable supporting documentation before applying an exception under this section.
17. Personal Circumstances
Personal circumstances that prevent a Traveler from attending a Booking, including changes of plans, work commitments, missed flights, minor illness, scheduling conflicts, or similar personal reasons, will generally remain subject to the standard cancellation schedule.
In exceptional cases involving serious illness, injury, bereavement, or another significant emergency, Kalotrip may review the matter individually and may request reasonable supporting documentation.
Any exception granted by Kalotrip does not create an obligation to grant the same exception in other cases.
18. Visa and Travel Document Issues
Travelers are responsible for ensuring that they hold all visas, passports, entry permits, licenses, and other documents required for travel or participation in the booked service.
A cancellation caused by failure to obtain or maintain required travel documents will generally remain subject to the standard cancellation schedule unless otherwise determined by Kalotrip or required by applicable law.
19. Service Not Provided or Materially Different from the Booking
If a Guide fails to provide the booked service, or if the service provided is materially different from the confirmed Booking without the Traveler’s agreement or reasonable justification, the Traveler should contact Kalotrip as soon as reasonably possible.
Kalotrip may investigate the matter using available evidence, including:
- Booking details;
- communications between the Traveler and Guide;
- photographs or videos;
- location or timing information where available;
- receipts;
- Guide statements; and
- other relevant records.
Depending on the findings, Kalotrip may provide a full refund, partial refund, alternative service, credit, or other reasonable remedy.
20. Complaints During the Service
Where reasonably possible, Travelers should notify the Guide and/or Kalotrip promptly if a material issue occurs during the service.
Prompt notification may allow the Guide or Kalotrip to correct the issue during the Booking.
Where a Traveler completes the entire service and later requests a full refund for an issue that could reasonably have been raised and remedied during the service, Kalotrip may consider this circumstance when reviewing the refund request.
This provision does not limit any mandatory rights available under applicable law.
21. Duplicate Payments or Incorrect Charges
If a Traveler believes they have been charged more than once for the same Booking or charged an incorrect amount due to a payment or technical error, the Traveler should contact Kalotrip promptly.
Where Kalotrip verifies that a duplicate or incorrect charge occurred, the incorrectly charged amount will be refunded.
22. Chargebacks and Payment Disputes
Travelers are encouraged to contact Kalotrip first regarding any refund or payment issue so that Kalotrip has an opportunity to review and resolve the matter.
If a Traveler initiates a chargeback or other formal payment dispute while Kalotrip is already processing a refund for the same transaction, Kalotrip may pause its internal refund process where necessary to avoid a duplicate reimbursement.
Submitting a chargeback does not entitle a Traveler to receive both a chargeback reimbursement and a separate refund for the same amount.
23. Promotional Codes, Credits, and Discounts
Where a Booking was purchased using a promotional code, coupon, Platform credit, or other discount, refunds will generally be based on the amount actually paid by the Traveler.
Promotional value that was not paid in cash may not be refundable in cash.
Where applicable, Kalotrip may restore eligible Platform credit or promotional value to the Traveler’s account in accordance with the terms applicable to that promotion.
24. Partial Use of Services
Where a Booking includes multiple separately identifiable services and only part of the Booking is cancelled, Kalotrip may calculate the refund based only on the cancelled portion.
Where the Booking has already been partially performed, the Traveler will generally not receive a refund for services that have already been properly provided.
The remaining unused portion may be reviewed under the applicable cancellation rules.
25. Non-Refundable Bookings
Certain services may be expressly identified as “Non-Refundable” before payment.
Such Bookings may include services requiring immediate commitments to third-party suppliers or specially customized arrangements.
Where a Booking is expressly identified as non-refundable before purchase, the standard percentage-based refund schedule in Section 2 may not apply to that Booking.
This does not affect any non-waivable rights available under applicable law.
26. Refund Abuse and Fraud
Kalotrip reserves the right to review refund requests for suspected fraud, abuse, manipulation, or misuse of the Platform.
Examples may include deliberately providing false information, submitting falsified evidence, repeatedly attempting to receive duplicate refunds, or colluding with another party to improperly obtain a refund.
Where Kalotrip reasonably determines that fraudulent or abusive activity has occurred, Kalotrip may deny the improper refund request, restrict the relevant account, or take other action permitted under the Terms of Service and applicable law.
27. Modification of This Policy
Kalotrip may update this Policy from time to time in response to changes in its services, business operations, legal requirements, or Platform rules.
Changes will generally apply to Bookings made after the updated Policy becomes effective.
For an existing confirmed Booking, the cancellation policy disclosed and applicable at the time the Booking was made will generally continue to apply unless:
- the Traveler expressly agrees otherwise;
- the change is more favorable to the Traveler; or
- applicable law requires otherwise.
28. Relationship with Other Kalotrip Policies
This Policy should be read together with the applicable:
- Kalotrip Terms of Service;
- Kalotrip Privacy Policy;
- Kalotrip Guide Fulfillment Policy Agreement;
- Booking-specific terms; and
- other applicable Platform policies.
Where there is a conflict concerning cancellation or refund matters, this Policy will generally control unless a more specific Booking policy was clearly disclosed before purchase.
29. Contact Us
If you have questions regarding a cancellation, refund, Booking modification, or this Policy, please contact:
Brand / Operator: Kalotrip
Legal Entity: 1001 STORYS PTE. LTD.
Email: official@kalotrip.com
Address: 6 SHENTON WAY #37-03 OUE DOWNTOWN SINGAPORE (068809)