Cancellation Policy

GoaThrills ("we", "our", "us") is a Goa-based Destination Management Company (DMC) providing Goa tour packages, activities, cruises, stays, transfers and B2B travel services. Our registered office is located at Office No. 6, 21/6, Holiday Beach Street, Khobra Vaddo, Calangute, Goa 403516.

This Cancellation Policy applies to all travellers and B2B agents for Goa booking any service through our website, WhatsApp, phone, email or in person. By confirming a booking with GoaThrills, you agree to the cancellation terms described here.

The goal of this policy is to keep cancellations simple, transparent and fair for both travellers and third-party vendors whose services we book on your behalf.

This Cancellation Policy covers cancellations for the following services:

• Goa tour packages (2N/3D, 3N/4D, 4N/5D, 5N/6D and custom packages)
• Goa group packages, Goa family packages, Goa couple packages and Goa corporate packages
• Goa honeymoon packages and weekend getaways from Goa
• Activity bookings including scuba diving in Goa, watersports in Goa, sunset river cruise Goa, Dudhsagar Falls tour, Grand Island boat trip, adventure tourism Goa, bungee jumping, flyboarding, kayaking, heritage walks Goa and casino in Goa
• Hotel and stay bookings across North Goa tour packages and South Goa tour packages
• Transfers and transport including airport pickups, private cabs, shared buses, tempo travellers and luxury buses
• B2B bookings with travel agents, tour operators, corporate partners and event companies

This policy does not cover cancellations on flights, train tickets, visas or insurance premiums booked outside GoaThrills. Please refer to your airline or railway operator policies for those.

Cancellations must always be made in writing. Verbal cancellations, WhatsApp voice notes or phone calls alone are not accepted. Follow these steps:

The cancellation window is calculated based on the number of hours before the scheduled start of your service. Different windows apply different cancellation fees on the total booking value.

The cancellation window and fee are set based on the exact moment we receive your written cancellation request. Late-night cancellations after 10 PM will be timestamped as received the next business morning.

Cancellation fees are applied to the total booking value. The fee percentage depends on when you cancel. Below is a full breakdown of the cancellation fees for the four standard windows.

When you cancel a booking, the following conditions apply:

• Written Request Required | Only written cancellations via WhatsApp or email are accepted.
• Timestamp Rules | The cancellation fee is calculated from the exact timestamp of your written request.
• Partial Cancellations | Partial cancellations of one or more components within a package are treated as a full cancellation of those components with the same fee structure.
• Traveller Count Reductions | Reducing the number of travellers on a booking may incur per-person cancellation fees.
• Date Change Requests | Changing travel dates may be treated as a cancellation and re-booking, subject to new-date availability and cancellation fees.
• Payment Method Refund | Refunds go back to the original payment method only.

While rare, GoaThrills reserves the right to cancel a booking in exceptional situations. These include:

• Operational Reasons | When a hotel, activity operator or transport provider is unable to deliver the booked service.
• Safety Concerns | When we determine that travel or activity is unsafe due to weather, sea conditions or other risks.
• Incomplete Payment | When full payment has not been received by the deadline confirmed at booking.
• Fraud Suspicion | When a booking appears fraudulent or involves unauthorized payment methods.
• Misconduct | When a traveller violates conduct guidelines as described in our Terms & Conditions.

If GoaThrills cancels your booking due to operational reasons, safety concerns or vendor unavailability, you will be offered:

1. Full Refund | 100% refund to the original payment method with no cancellation fee.
2. Free Rescheduling | Free change of travel dates to any available slot within 12 months.
3. Credit Note | A credit note for the full booking value, valid for 12 months.

The choice is entirely yours. We will never charge you for a cancellation initiated by GoaThrills due to our own operational reasons.

Weather plays a major role in Goa travel, especially during monsoon season. Safety is always our first priority. Weather and safety cancellations are treated differently from traveller-initiated cancellations.

Cancellations for activities including scuba diving in Goa, watersports in Goa, sunset river cruise Goa, Grand Island boat trip, adventure tourism Goa, bungee jumping, flyboarding, kayaking, heritage walks Goa and casino in Goa are handled as follows:

• 48+ Hours Before | No cancellation fee. Full refund minus third-party charges.
• 24 to 48 Hours Before | 25% cancellation fee.
• 12 to 24 Hours Before | 50% cancellation fee.
• Under 12 Hours Before | 100% cancellation fee with no refund.
• Weather Cancellations | Full refund or free rescheduling by operator.
• Late Arrival | If you arrive more than 30 minutes late, the slot may be forfeited without refund.
• Medical Emergency | Refunds considered with valid medical documentation submitted within 24 hours.

Hotel and stay cancellations across North Goa tour packages and South Goa tour packages follow both the GoaThrills cancellation windows and the specific hotel cancellation policy. The stricter of the two applies.

• Free Cancellation Rooms | Full refund if cancelled within the hotel free cancellation window.
• Non-Refundable Rates | No refund regardless of cancellation timing. These bookings are clearly marked at booking time.
• Peak Season Bookings | December, New Year and long weekends have higher cancellation deductions and shorter free cancellation windows.
• Villas & Private Stays | Luxury villas, pool villas and private beachfront properties usually require cancellation 15 to 30 days before check-in.
• Group Hotel Bookings | Group room blocks have separate cancellation terms communicated at booking.

Cancellations for airport pickups, private cabs, shared buses, tempo travellers and luxury buses follow these rules:

• 48+ Hours Before | No cancellation fee.
• 24 to 48 Hours Before | 25% cancellation fee.
• 12 to 24 Hours Before | 50% cancellation fee.
• Under 12 Hours Before | 100% cancellation fee.
• Driver Already Dispatched | No refund once the driver has been dispatched to your location.
• Missed Flight or Train | No refund. Rescheduling subject to vehicle availability and additional charges.
• Waiting Time Policy | Airport pickup includes 60 minutes free wait time. Longer waits incur additional charges.

Goa group packages and Goa corporate packages have additional conditions because they involve large-scale coordination with hotels, transport operators and activity vendors.

• Written Agreement | Group bookings above 15 guests and all corporate bookings may require a formal written cancellation agreement.
• Advance Payments | Advance payments for group and corporate bookings may be non-refundable within 7 days of travel.
• Group Reductions | Per-person cancellation charges apply when the group size decreases after confirmation.
• Conference & Events | Venue-specific cancellation policies apply for conference halls, gala dinners and event venues.
• Custom Itineraries | Cancellations of custom itineraries built for specific groups may have stricter terms.

Force majeure events can disrupt any travel plan. When such events occur, GoaThrills handles cancellations with maximum flexibility. Force majeure includes:

• Natural disasters, floods, cyclones, earthquakes and severe weather.
• Government restrictions, curfews, lockdowns and strikes.
• Pandemics, epidemics and public health emergencies.
• Wars, civil unrest, terrorism and political instability.
• Technical failures, port closures and airline cancellations.
• Any other event outside our reasonable control that prevents service delivery.

In such events, GoaThrills will make reasonable efforts to reschedule, offer credit notes or provide alternative arrangements. Where rescheduling is not possible, refunds are processed as per third-party vendor policies. Bank charges and gateway fees may not be refunded.

B2B agents for Goa and corporate partners may have separate cancellation terms under their partner agreements. These typically cover:

• Distinct cancellation windows based on volume commitments.
• Different fee structures for long-term partners.
• Refunds to company bank accounts or credit notes for future bookings.
• Volume-based flexibility and goodwill considerations.
• Contract-specific clauses on no-shows, group reductions and last-minute changes.

Please contact our B2B team at info@goathrills.com for detailed partner cancellation terms.

When a cancellation is approved, you have two options in most cases:

A no-show is when a traveller fails to arrive for a scheduled service without prior written cancellation. No-shows are treated as a 100% cancellation. This applies to:

• Airport pickups and transfer services.
• Scheduled sightseeing tours, North Goa tour packages and South Goa tour packages.
• Activity slots including scuba diving in Goa, watersports in Goa and adventure tourism Goa.
• Cruise boardings for sunset river cruise Goa and dinner cruises.
• Hotel check-ins across all categories.
• Vehicle rentals and self-drive bookings.

Once a cancellation is agreed, here is what happens:

1. Acknowledgment | We confirm receipt of your cancellation request within 24 hours.
2. Fee Assessment | We assess the applicable cancellation fee based on the cancellation window.
3. Approval | Once approved, we send a written cancellation confirmation via WhatsApp and email.
4. Refund or Credit | You choose refund or credit note. We process as per your choice.
5. Vendor Notification | We notify all relevant third-party vendors of the cancellation.
6. Closure | You receive a final confirmation once processing is complete.

Keep your cancellation confirmation for your records. It contains your cancellation reference number which you can use for any follow-up.

If you are dissatisfied with a cancellation decision or fee, you can escalate as follows:

1. Level 1 | Contact your booking coordinator by WhatsApp at +91 81779 09198.
2. Level 2 | Email our cancellations team at info@goathrills.com with your booking reference and issue summary.
3. Level 3 | Request escalation to our Management Team. We aim to resolve all escalations within 7 working days.

All disputes are subject to the exclusive jurisdiction of the courts of Goa, India.

GoaThrills reserves the right to update, modify or replace this Cancellation Policy at any time. The latest version will always be published on this page with the updated date.

Your continued use of our services after any changes constitutes acceptance of the revised Cancellation Policy. For bookings already confirmed, the cancellation terms applicable at the time of booking will apply.

Below are answers to the most common questions about cancellations for Goa tour packages and other services.

If you have any questions about this Cancellation Policy or want to cancel a booking, please contact our team. We respond to all cancellation requests within 24 hours on working days.