Refund Policy
Smart Comfy Tour
Effective date: November 11, 2026
Last updated: November 11, 2026
The short version
- You pay the business directly (cash, GCash, Maya, InstaPay or bank transfer). Smart Comfy Tour never receives or holds your money, so refunds come from the business, not from us.
- If your booking isn't confirmed or the business cancels, you get all your money back.
- If you cancel a confirmed booking, the business's own cancellation policy (shown on its page) decides how much you get back.
- If something goes wrong, contact the business first, then use Report a problem in the app. The tourism office will help.
1. When you are entitled to a full refund
The business must refund 100% of what you paid if:
| Situation | Where you'll see it |
|---|---|
| The business declines your request | Booking status: Declined |
| The business doesn't reply in time and the request is cancelled automatically | Booking status: Cancelled — "not confirmed in time" |
| You cancel while the request is still waiting for the business | Booking status: Cancelled |
| The business cancels a confirmed booking | Booking status: Cancelled by the business |
| The business can't provide what you booked (no room, vehicle, table or stock) | Report a problem |
| You paid twice or paid more than the total shown | Report a problem — the extra is refunded |
2. When you cancel a confirmed booking
Once a business confirms, you can't cancel it yourself in the app. Contact the business (the Call button is on your booking). Whether you get money back, and how much, depends on the business's cancellation policy on its page under Policies — for example "Free cancellation up to 3 days before check-in".
If a business has no cancellation policy listed, it should give a full refund for cancellations made at least 72 hours before the booking starts.
3. No-shows and late arrivals
If you don't arrive and haven't cancelled, the business may keep what you paid according to its policies.
4. Orders (pasalubong and products)
- Wrong, missing or damaged items: report it to the shop within 24 hours of pickup or delivery, with photos. The shop should replace the item or refund it.
- Delivery fees are refunded if the order isn't delivered for reasons on the shop's side.
- Food and perishable items can't be returned for a change of mind.
5. How refunds are paid
- Refunds should go back the same way you paid (cash for cash; the same e-wallet or bank account for QR payments), unless you and the business agree otherwise.
- Businesses should send refunds within 7 days after the refund is agreed.
- Your bank or e-wallet may take a few more days to show the money. Transfer fees charged by your bank or e-wallet when you paid may not be refundable.
6. How to ask for a refund
- Contact the business from your booking (Call). Have your booking reference (e.g. SCT-…) and payment reference ready.
- If it isn't settled, open the booking and tap Report a problem. Pick the topic (for example Overcharged or payment or Cancelled or no-show), choose "A refund" under What would you like to happen?, and add photos of your receipt.
- The business can reply in the app, and the Catanduanes tourism office reviews every report. You'll be notified at each update.
The tourism office can mediate and may take action against businesses that don't honor this policy, including hiding them from the app. It cannot pay refunds itself.
7. Your rights
This policy doesn't limit your rights under the Consumer Act of the Philippines (RA 7394) or the Internet Transactions Act of 2023 (RA 11967). If a refund is unfairly refused, you may also file a complaint with the Department of Trade and Industry (DTI).
8. For businesses
By listing on Smart Comfy Tour you agree to:
- refund in full in the situations in section 1;
- publish a clear cancellation policy on your business page;
- send agreed refunds within 7 days, the same way the guest paid;
- answer refund-related reports in the app.
9. Contact
Email: support@smartcomfytour.com