This policy is designed to be fair to our guests while ensuring the sustainability of Joy Elephant Sanctuary, which is the official operator and service provider of all elephant experiences booked through this website and its partners.

By completing a booking, guests acknowledge and agree to the following Cancellation & Refund Policy.

Joy Elephant Sanctuary operates year-round, including during rain and other mild weather conditions.

Cancellations due to weather conditions are non-refundable, unless Joy Elephant Sanctuary determines that conditions are unsafe and cancels the program directly (see Section 8).

All cancellation times are calculated based on the designated visit start time, not the booking date.

Refund Eligibility

More than 72 hours before visit start time

→ Eligible for a full refund, excluding credit card or payment processing fees.

Between 24–72 hours before visit start time

→ Eligible for a refund minus a cancellation fee of 400 THB per person.

Less than 24 hours before visit start time

→ No refund will be issued.

No-Shows

→ No refund under any circumstances.

One (1) booking amendment is permitted free of charge if requested 24–48 hours before the visit start time, subject to availability.

Amendments requested less than 24 hours before the visit start time are not permitted.

Additional amendment requests beyond the first are not guaranteed and may be refused.

A rescheduled booking replaces the original booking and remains subject to these Terms.

If a cancellation is requested within 48 hours of the original booking time and the visit start time is more than 72 hours away, guests are eligible for a 75% refund of the total booking amount.

This provision does not apply to last-minute bookings where the visit start time is within 72 hours.

Refunds will not be issued in the following cases:

No-Show or Failure to Arrive

Including missed pickup due to lateness.

Late Arrivals / Partial Attendance

Late arrival, early departure, or partial participation is considered a used service.

Post-Visit Requests

Refund requests submitted after the guest has participated in any part of the program.

Subjective Dissatisfaction

Refunds are not issued based on personal preference or subjective dissatisfaction. All programs follow strict ethical and welfare standards.

Sanctuary Name or Affiliation Changes

No refunds will be granted solely because the experience operates under Joy Elephant Sanctuary or in collaboration with accredited partner sanctuaries.

Guests must be ready at least 15 minutes before the confirmed pickup time.

Transportation cannot wait for late guests.

Missed pickup due to tardiness is treated as a No-Show, and no refund will be issued.

All refund requests must be submitted in writing via email to the booking office.

Guests must provide at least one of the following:

Payment email

Receipt

Transaction reference

Processing Time

Approved refunds are issued to the original payment method only.

Processing time is typically 7–14 business days, depending on banks and payment providers.

Payment processing fees are non-refundable.

Joy Elephant Sanctuary reserves the right to modify, reschedule, or cancel programs due to:

Safety concerns

Elephant welfare

Severe weather

Operational limitations

If the sanctuary cancels a program, guests will be offered either:

A rescheduled date, or

A full refund

Force majeure events include, but are not limited to:

Natural disasters

Extreme weather

Government restrictions

Health emergencies

In such cases, Joy Elephant Sanctuary will act in good faith and may offer:

Rescheduling

Travel credit

Refunds where reasonably feasible