Last updated: 9 October 2026

This policy explains how cancellations, changes and refunds work for bookings and payments made directly with Elephant Sanctuary | Est. 2007 through elephant-sanctuary.org, WhatsApp or email. Elephant Sanctuary | Est. 2007 is operated by Happy Day With Elephant Limited Partnership (registration no. 0503567002631), 246/109 Moo 6, Nong Chom, San Sai, Chiang Mai 50210, Thailand. If anything is unclear, message us before you book. We’re happy to explain.

1. Elephant tours and day programs

This applies to all our programs in Chiang Mai, Bangkok, Pattaya and Phuket.

If you cancel

• 24 hours or more before your program: full refund of the amount you paid. We count the 24 hours from your scheduled pickup time, or from the program start time if pickup isn’t included.
• Less than 24 hours before your program, or if you don’t show up: no refund.
• Medical emergencies: if you can’t join because of a documented medical emergency (for example, a hospital admission), send us the documents and we may refund all or part of your booking at our discretion.

If you want to change your date or time

Changes are free if you ask at least 24 hours before your program, subject to availability. Changes requested later are treated as a cancellation inside 24 hours.

If we cancel

Very occasionally we have to cancel or move a program because of severe weather, safety, the elephants’ welfare or another reason outside your control. If that happens, you choose between a new date at no extra cost and a full refund.

Bookings made through other websites

If you booked through a third-party platform (for example an online travel agency), that platform’s cancellation and refund terms apply. Please contact them first.

2. Elephant Guardians: monthly symbolic adoption

• Cancel any time. Use the “Manage my support” link in any of our emails, or message us. Your cancellation takes effect from your next billing date: you won’t be charged again, and you keep your Guardian notes until the end of the period you’ve already paid for.
• Change your level any time in the same place.
• Past months aren’t refunded, except for billing errors or duplicate charges, which we always refund in full.

3. One-year symbolic adoption and one-off donations

You can ask for a full refund within 14 days of your payment. After 14 days these payments aren’t refundable, except for billing errors or duplicate charges. If the one-year symbolic adoption was a gift, the person who paid can request the refund.

4. About symbolic adoption and donations

A symbolic adoption doesn’t give ownership of an elephant, and many people can follow the same elephant. The elephants in our care programs live at our partner sanctuaries. Your support helps elephant care and helps us share their story with the world. Symbolic adoptions and donations are not tax-deductible, and we can’t issue tax receipts. You’ll receive a payment receipt.

5. How to request a cancellation or refund

Message us on WhatsApp at +66 98 145 5500 or email booking@elephant-sanctuary.org with your name, booking or payment reference, and the date of your program or payment.

• We confirm every cancellation request in writing.
• Approved refunds go back to the original payment method. We process them within 5 business days. Your bank or card provider may take a further 5–10 business days to show the refund.
• If you paid in cash, we refund by bank transfer.

If something went wrong with a payment, please contact us before opening a dispute with your bank. It’s usually faster for both of us.

6. Your rights

Nothing in this policy limits any rights you have under the law that applies to you.