For personalised services, group bookings and functions — including customised holiday packages, private boat rentals, yachts, catamarans and ground transportation — reservations are secured through a simple two-step payment process:

• Step 1 — 50% Deposit or Full Payment: a 50% booking deposit or full payment is required to secure your reservation. We do not hold reservations without payment.
• Step 2 — Full Payment: the balance is due no later than 7 days prior to your booking date. Specific payment timelines may vary based on the individual hotels and operators involved — we will confirm these with you.

The booking and refund policies of associated hotels and operators are discussed with you on a case-by-case basis before you commit.

For all join-in tours, island hopping and adventure tours, the process is simple: full payment is required at the time of reservation to secure your booking.

We exclusively accept payment online through our official website or via a secure payment link sent directly to you. This keeps your transaction secure and makes any potential refund fast and hassle-free.

Booking and refund policies vary between tour operators — we're happy to provide the details for your specific tour on request, and we recommend reading our Tour Cancellation Refund Policy.

• International Bank Transfer — transfer funds directly to the Phuket Dream Company bank account.
• Secure Payment Link — pay online by credit card via our secure link (card processing fees apply).
• WISE and Alternative Transfer Services — cost-effective options for international transfers. Contact us for details.

A 50% deposit secures your reservation; your booking is "Status Confirmed" only after full payment is received.

Refunds for custom packages, private transport and rentals are subject to the refund policies of the associated hotels, restaurants and boat charters. Our team provides you with the detailed policy for your specific booking before confirmation, so there are never surprises. For tour bookings, please see our full Tour Cancellation Refund Policy.

For certain bookings — particularly private boat charters, speedboats and marine tours — operators require each guest's full name, passport (or ID) number, date of birth, and nationality before departure.

This is not optional paperwork. It exists to protect you:

• Insurance coverage: the operator's marine insurance covers guests by name. Without your details on the passenger manifest, you may not be covered while on board.
• Official registration: some routes require passenger registration with National Park authorities or Thailand's Marine Department before a vessel is cleared to depart.

How we handle your information

• We only request these details when an operator or authority requires them — our team will tell you at the time of booking.
• You can send them by email, WhatsApp, LINE or WeChat — whichever channel you already use with us.
• Your details are used solely for your booking: the insurance manifest and any required port or park registration.
• They are shared only with your tour operator, their insurer and the relevant authority — never sold, and never used for marketing.
• All information is handled in accordance with our Privacy Policy and Thailand's Personal Data Protection Act (PDPA), and retained only as long as required.

All our tours, trips and packages include insurance from Phuket Dream Company and are also insured by the respective operators (hotels, tour companies, boat charters). Providing accurate guest details (see section 5) ensures every member of your group is fully covered.

Our commitment doesn't end with the booking. We connect with all travellers on their preferred platform — WhatsApp, Messenger, WeChat, LINE or email.

• Pre-trip updates: pick-up times, locations and everything you need before your trip.
• Continuous support: we stay in touch throughout your tour, addressing questions or concerns promptly.
• Advice anytime: we're available to answer questions and help make sure everyone has a fantastic holiday in Thailand.

We want you to have the time of your life, but your safety is our absolute priority. Many activities involve high speeds, rough terrain, open-ocean travel or physical exertion. The tour operator reserves the right to deny boarding or participation to anyone deemed unfit for the activity. If you are denied entry due to an undisclosed health condition listed below, no refund will be provided.

Universal health restrictions — all "High Impact" tours

High Impact tours include speedboats, ATV/quad biking, jet skis, white water rafting and ziplining. You cannot participate if any of the following apply:

• Pregnancy — strictly prohibited due to vibration, fall risk and impact.
• Spinal or neck issues — history of back surgery, slipped discs, chronic back pain or neck injuries.
• Heart conditions — history of heart attack, severe high blood pressure or cardiovascular disease.
• Recent surgery — any major surgery within the last 6 months.

Marine tours (speedboats, catamarans, ferries)

• Speedboats: not permitted for pregnant women, children under 1 year old, or adults over 70.
• Sea kayaking: requires moderate fitness; not recommended with severe back or shoulder issues.
• Weather: the Captain has final authority to change the route or cancel based on sea conditions.

Motorised adventure (ATV, buggy, jet ski)

• Drivers must be competent and follow the guide's instructions instantly. Reckless driving results in immediate termination of the tour without refund.
• Zero-tolerance policy for alcohol or drugs before or during motorised tours.
• You may be required to sign a liability waiver for vehicle damage caused by negligence.

Aerial & heights (ziplining / adventure parks)

• Strict weight limits apply (typically max 120 kg, depending on the operator) for harness safety.
• Guests must be able to climb stairs and walk on uneven terrain.
• Phones, cameras and jewellery must be secured or stored in lockers.

White water rafting

• Strict minimum age limits apply (usually 5–7 years, depending on water levels).
• Life jackets are mandatory; comfort in the water is highly recommended.

Age policy

• Infants (0–12 months): strictly prohibited on speedboats, ATV, rafting and ziplines.
• Children (1–4 years): permitted on some tours but must sit with parents/guardians at all times.
• Seniors (70+): not permitted on speedboats, ATV (driving), white water rafting or ziplining. Very welcome on big boat cruises, city sightseeing, cultural shows and slow boat/ferry trips.

Mobility & accessibility

• Most speedboats and adventure tours are not wheelchair accessible due to beach landings, ladders or jungle terrain.
• If you require special assistance, please book a Private City Tour or Big Boat Cruise, where we can accommodate mobility aids safely.

By completing a booking with Phuket Dream Company, you acknowledge that outdoor adventure activities carry inherent risks.

• Disclosure: you are responsible for disclosing all health, age and pregnancy information for your entire group prior to booking.
• Refusal of service: if you arrive at the pier or camp and are refused participation because you are pregnant, over the age limit or under the influence of alcohol, no refund will be provided.

Deciding not to travel on the day

On the day of your booking, your boat, vehicle, guide or crew has been reserved for your group and paid for in full. If you arrive and decide you no longer wish to travel — while the service is operating and conditions are safe — this is a cancellation on the day and no refund is applicable, including where the reason is simply a change of mind. Once a trip has departed, or has been completed as booked, no refund applies. Full details are set out in our Tour Cancellation Refund Policy.

Private charters and assistance at sea

On a private charter, your vessel and crew are dedicated to your group and carry no other paying passengers. Captains do, however, have a duty at sea — and a long-standing custom in Thailand — to briefly assist other vessels that need help, such as with boarding or disembarking passengers at a busy beach. This is normal safety practice, does not affect the service you have booked, and is not grounds for a refund.

Courtesy

Our team and our partner crews treat every guest with courtesy, and we ask the same in return. Abusive or threatening behaviour towards staff, captains or crew may result in a booking being terminated without refund.