At PineShadeGrove, we understand that travel plans can change due to unforeseen circumstances. This Refund Policy outlines our procedures regarding deposits, cancellations, and refunds for our travel services. Please read this policy carefully as it forms part of your contract with us when you book our services.
This policy should be read in conjunction with our Terms and Conditions. In the event of any conflict between this Refund Policy and our Terms and Conditions, the Terms and Conditions will prevail.
To secure your booking, we require a non-refundable deposit of 25% of the total trip cost at the time of booking. This deposit is used to secure arrangements with our suppliers and partners on your behalf.
The following payment schedule applies to our bookings:
Failure to make any payment by the due date may result in the cancellation of your booking and forfeiture of your deposit.
Our planning and service fees are clearly outlined during the consultation process and vary based on the complexity of your trip and the level of service selected:
These service fees are non-refundable once work has begun on your itinerary, regardless of whether you proceed with the trip.
If you need to cancel your booking, you must notify us in writing by email to info@pineshadegrove.com. Your cancellation will be effective from the date we receive your written notification.
The following cancellation charges apply based on the number of days before departure:
| Days Before Departure | Cancellation Charge |
|---|---|
| More than 60 days | Loss of deposit (25% of trip cost) |
| 60-45 days | 50% of total trip cost |
| 44-30 days | 75% of total trip cost |
| Less than 30 days or no-show | 100% of total trip cost |
These cancellation charges reflect the costs and expenses we incur when arranging your trip and the likelihood of being able to resell your arrangements within the lead time available.
In addition to the standard cancellation charges outlined above, certain components of your trip may be non-refundable, including but not limited to:
We will advise you of any such non-refundable components at the time of booking.
In the unlikely event that we need to cancel your trip before departure, you will be offered the following options:
We reserve the right to cancel your trip in the following circumstances:
In cases where cancellation is due to insufficient participants or unavoidable and extraordinary circumstances, we will provide a full refund. However, we are not responsible for any incidental expenses you may have incurred as a result of your booking, such as visas, vaccinations, or non-refundable connecting flights.
If we are forced to significantly alter or cancel part of your trip after departure due to circumstances beyond our control, we will make suitable alternative arrangements. If we cannot do so, or you reasonably reject our suggestions, we will provide you with transportation to your departure point and refund the portion of your trip that has been missed, where appropriate.
If the issue is due to unavoidable and extraordinary circumstances, we cannot accept liability or pay compensation.
If you wish to make changes to your confirmed booking, such as adding or removing travelers, changing dates, or modifying your itinerary, please notify us in writing as soon as possible. We will make reasonable efforts to accommodate your request, but we cannot guarantee that changes will be possible.
If we can make the requested change, the following fees will apply:
"Additional costs" include any supplier costs, price increases, or administrative costs incurred as a result of the change.
If we need to make a significant change to your trip before departure (such as a change of destination or a change to a lower standard accommodation), you will have the option to:
Minor changes, such as a change of accommodation to another of the same or higher standard, do not entitle you to cancel without penalty or receive a refund.
We will process refunds within 14 business days of confirming the refund amount. However, please note that it may take an additional 7-10 business days for the refund to appear in your account, depending on your payment method and financial institution.
Refunds will be issued to the original payment method used for the booking:
Refunds cannot be issued to a different person than the original payer without written authorization.
All refunds will be processed in the original currency of payment. If your refund is processed in a currency different from your local currency, please be aware that exchange rates may fluctuate, and your bank may apply their own exchange rate, which may differ from the rate in effect when you made your payment.
Due to the significant cancellation fees outlined in this policy, we strongly recommend that all travelers purchase comprehensive travel insurance at the time of booking. Your travel insurance should include coverage for cancellation, medical emergencies, evacuation, repatriation, and personal belongings.
While we can provide general information about travel insurance, we are not insurance experts and cannot advise on the suitability of any particular policy for your specific needs. We recommend that you carefully review the terms and conditions of any policy before purchasing.
Please note that many policies have exclusions for pre-existing medical conditions, certain activities, or specific destinations. It is your responsibility to ensure that your policy provides adequate coverage for your entire journey and all planned activities.
In cases of "force majeure" (unavoidable and extraordinary circumstances beyond our control, including but not limited to war, threat of war, riot, civil strife, terrorist activity, natural or nuclear disaster, adverse weather conditions, fire, epidemics, pandemics, health risks, industrial disputes, technical problems with transportation, or closure of airports or ports), we may not be able to provide full refunds if we have already incurred costs on your behalf.
In such circumstances, we will work with our suppliers to recover as much of your payment as possible, but we cannot guarantee a full refund. Any refund will be net of our service fees and any non-recoverable costs.
If you need to cancel due to a serious illness or injury affecting you or a close family member, we may, at our discretion, offer more favorable cancellation terms than those outlined above, provided you can supply supporting documentation from a medical professional. This is why comprehensive travel insurance is essential.
If your visa application is denied, our standard cancellation policy will apply unless you can demonstrate that the denial was due to an error or oversight on our part. This is why we recommend applying for necessary visas well in advance of your travel date.
PineShadeGrove holds all client funds in a separate client trust account until required for payment to suppliers. This helps protect your money in the event of our insolvency. Additionally, we maintain professional liability insurance and are registered with the Singapore Travel Agents Registry (Registration Number: 38560069).
For certain bookings, additional financial protection may apply through our membership in international travel associations and bonding schemes. Details of any applicable protection will be provided at the time of booking.
If you believe you are entitled to a refund that has not been provided, please follow these steps:
If we cannot resolve the dispute directly, you may have rights to alternative dispute resolution through consumer protection bodies or small claims courts in your jurisdiction.
We reserve the right to modify this Refund Policy at any time. Any changes will be posted on our website with a revised "Last Updated" date. The policy in effect at the time of your booking will apply to your reservation.
If you have questions about this Refund Policy or need to request a refund, please contact us at:
PineShadeGrove
15 Doe Road Highway
Singapore 059932
Email: info@pineshadegrove.com
Phone: +8550213711476