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The Klook Travel Promise

Book with confidence. Travel with conviction. At Klook, we don't just book your travel, we will strive to provide goodwill assistance in case of any mistakes on our end. From the moment you confirm until the moment you return home, we want you to get what you paid for—or we strive to make it right. You can find a summary of our support here, but please check precise details in the relevant section as there are differences between theme parks, rental cars, tours, etc.

1The “No-Stranded” Commitment

If your booking is confirmed, it is on us to fix any unavailability due to our mistake. If your hotel room or airport driver are unavailable when you arrive, we will strive to fulfill the “no-stranded” commitment:

The Promise: If a merchant cancels on you or cannot provide the service, we don't just refund you. We help you rebook promptly.
Covers: Hotel overbookings, Car unavailability, Driver No-Shows.

2The “Seamless Entry” Commitment

If you bought a voucher on Klook, it is on us to fix any problems with it due to our mistake. Nothing kills the mood like a rejected ticket at the gate. If your voucher cannot be used, we will strive to fulfill the “seamless entry” commitment:

The Promise: If your Klook voucher doesn't scan or work at the turnstile due to our error, we will fix it swiftly.
The Backup: If we can't fix it within 15 minutes, buy a new ticket at the gate. We will refund your original booking AND pay you any difference if the gate price is higher.
Covers: Attraction tickets, Museum passes, Theme Parks.

3The “True Experience” Commitment

What you see is what you get. We expect integrity from our operators. If your tour fails to match the description, itinerary, and quality level you booked, we still strive to fulfill the “true experience” commitment:

The Promise: No hidden fees, no forced shopping, and no shared tours when you booked private.
The Backup: If the experience is not substantially as advertised, or if an operator cancels at the last minute (within 24 hours), you are entitled to a Full Refund plus reasonable Inconvenience Compensation.
Covers: Tours, Day Trips, Guides, Activity standards.

Klook is committed to honouring this promise for every traveler who genuinely qualifies, while reserving the right to exercise reasonable judgment in determining eligibility, ensuring our resources are directed toward those situations that fall within the intended scope of this commitment

Klook Advocacy (The Negotiation Promise)

We know that life doesn't always go according to plan. Whether you are dealing with a severe medical emergency or a sudden flight cancellation, Klook is in your corner. For unexpected situations that disrupt your trip, Klook acts as your dedicated advocate. While we cannot legally force a merchant to break their own cancellation policies, we will use best efforts to get your money back or reschedule your plans.

1What it covers: Unforeseen events such as:

Flight, train, or transit delays/cancellations that cause you to miss your rental car, transfer, or tour.
Illnesses or injuries
Jury duty or sudden work/visa emergencies.

2How it works:

Klook will waive all our own administrative and processing fees. We will then officially present your evidence (like an airline delay notice or doctor's note) to the merchant and strongly request a full refund, a fee waiver, or a free date change.

3The Rule:

Because Klook does not fund these refunds out-of-pocket, the final decision rests with the individual merchant or operator's policy.

The Klook Force Majeure Commitment

We understand that sometimes unexpected events—like extreme weather or government mandates—can disrupt your plans. If your booked activity, tour, car rental, or accommodation cannot operate due to these external circumstances, Klook uses best efforts to make your money safe.

1When this Guarantee Applies

This commitment is activated when the merchant cannot provide the service due to a Force Majeure event. Force Majeure means an event or circumstance that Klook reasonably assesses was beyond the parties’ ability to foresee, control and/or avoid (e.g., act of God, black swan).

Examples:

A theme park closes due to a typhoon warning; a tour is cancelled due to a government travel restriction at the destination; or a hotel is forced to close for safety reasons.

2Your Options

If your booking is cancelled by the merchant or Klook due to Force Majeure, we will notify you promptly and offer the following options:

Option 1: Full refund of your booking amount.

We will process this automatically or upon your confirmation.
No cancellation fees or administrative charges will be applied.

Option 2: Reschedule Your Booking If you wish to keep your plans, we will use best efforts to help you change your booking to a new date, subject to availability.

Availability: Rescheduling depends on the merchant's open dates and inventory.
Price Adjustments: If the new date or season is priced higher than your original booking, you will need to pay the price difference. If the new date is cheaper, we will refund the difference to you.

Force Majeure Terms & Conditions

- Scope (Destination vs. Origin): This commitment strictly covers situations where the service provider (Merchant) is unable to operate.
What is NOT covered: This commitment does not apply if the service/venue is open and operational, but you are unable to attend due to Force Majeure events at your point of origin or during transit (e.g., your flight is cancelled due to a storm at your departure city, but the theme park at the destination remains open). In such cases, standard cancellation policies apply, and we recommend consulting your travel insurance.
- Notification: Klook or the merchant will notify you via the contact details provided in your booking (Email, App notification, or WhatsApp/WeChat) as soon as the closure is confirmed.
- Processing Time: Refunds for Force Majeure cancellations are prioritized. However, depending on the volume of cancellations during major events (e.g., a widespread typhoon), processing times may vary.