Booking, cancellation & refund policy

How booking works

You can book and pay online on our booking page, or send us an enquiry for groups and special requests. A booking is confirmed when we confirm it to you in writing by email and your payment has been received (for large groups, the deposit — see below). Prices are shown in Thai baht (THB) on the Programs page. They are the total price per person, including VAT where applicable, with nothing added at checkout.

If you cancel or change your visit

• 7 or more days before your visit: full refund, or a free change of date.
• 2 to 6 days before your visit: 50% refund, or one free change of date, subject to availability.
• Less than 48 hours before, or if you do not arrive: no refund. A late cancellation leaves an empty place we cannot refill.
• To cancel or change, email booking@trunkheavensanctuary.com with your name, booking number and visit date.

Large groups and private bookings

Where we have told you in writing that group terms apply to your booking, these terms apply instead of the ones above:

• Deposit: 50% of the total, due 14 days before the arrival date.
• Full payment: due 7 days before the arrival date.
• Cancelling 14 or more days before arrival: no charge.
• Cancelling less than 14 days before arrival: 50% charge.
• Cancelling 7 days or less before arrival: no refund.

If we have to cancel or change your visit

Elephant welfare and safety come first. If we must cancel or change a visit — for example because of an elephant’s health or veterinary needs, severe weather, unsafe river conditions or an emergency — you can choose a new date or a full refund. We will contact you as early as we can.

Weather and late arrival

Weather. Light rain does not cancel a visit, so please bring rain gear (see the Visitor Guide). Bamboo rafting depends on weather, river conditions and safety checks, and the river crossing may be adjusted or cancelled for safety. If conditions make the visit unsafe, we will contact you.

Late arrival. If you arrive late we will try to accommodate you, but we cannot extend the visit or guarantee entry if the group has already left.

How refunds are paid

• Card payments: refunded to the original card. Your bank may take several business days to show it.
• PromptPay or bank transfer: refunded by bank transfer to an account you give us. We will tell you when it has been sent.
• Processing fees: you get back the full amount you paid. We cover any payment-processing fees on refunds.

What we cannot promise

The elephants choose what they do. We cannot guarantee particular behaviours or sightings, and a visit where the elephants keep their distance is not grounds for a refund.