Refund policy
Refunds, Cancellations & Returns Policy
At Samoa Island Tours, we are a family-run business and we genuinely understand that plans can change. Our goal is to be fair, transparent, and supportive, while also ensuring we can operate our tours responsibly. We will always work with you in good faith to meet our legal obligations and help where we reasonably can.
Tour Cancellations & Refunds
Cancellations must be made in writing via email to info@samoaislandtours.com.
Cancellations made at least 48 hours before the experience
→ You will receive a full refund.
Cancellations made between 24 and 48 hours before the experience
→ You will receive a 50% refund.
Cancellations made within 24 hours of the experience
→ Unfortunately, no refunds can be issued.
This policy helps us manage staffing, transport, and bookings fairly. That said, if unexpected circumstances arise, please contact us — we’re human, and we’ll always do our best to help where reasonably possible.
No-Shows
If you do not arrive for your booked tour and have not contacted us in advance, this will be treated as a late cancellation and no refund will be provided.
Changes & Rescheduling
If you need to change your booking date or time, please contact us as soon as possible.
Where availability allows and sufficient notice is given, we will do our best to reschedule your tour rather than cancel it.
Operator Cancellations
In rare cases, we may need to cancel or modify a tour due to weather conditions, safety concerns, or circumstances outside our control. If this happens, you will be offered:
A full refund, or
An alternative date or experience, where available.
Your safety and enjoyment always come first.
Returns (Merchandise or Physical Items, if applicable)
If your booking includes physical items (such as merchandise):
You have 30 days from receiving the item to request a return.
Items must be unused, in original condition, and in original packaging, with proof of purchase.
To start a return, contact us at info@samoaislandtours.com.
Items returned without prior approval may not be accepted.
Return shipping costs may apply unless the item is faulty or incorrect.
Damages & Issues
Please inspect any physical items upon receipt.
If an item is defective, damaged, or incorrect, contact us immediately so we can make it right.
Non-Refundable Items
Certain items cannot be returned, including:
- Perishable goods
- Custom or personalised items
- Gift cards
- Sale items
If you’re unsure, please get in touch before purchasing.
Refund Processing
Approved refunds will be issued to the original payment method.
Please allow up to 10 business days for the refund to be processed by your bank or card provider.
If you haven’t received your refund after this time, please contact us.
Our Commitment to You
We believe in fairness, understanding, and respect. Life happens — and while policies help keep things clear, we’re always open to conversation. If something unexpected comes up, reach out to us and we’ll work with you to find the best possible outcome within our obligations.