Refund Policy

Effective Date: 1 October 2026
Company: HOLIDAYSG.COM Private Limited (UEN 202555302E, STB Licence TA04014)
Last Updated: 1 October 2026

Thank you for choosing HolidaySG. Please read this Refund Policy carefully before making a purchase. It covers refunds, cancellations and returns for every product sold on holidaysg.com — attraction tickets, tours, ferry tickets, hotels, visa services and other travel products. By completing a booking on our platform, you agree to the terms below.

1. General Refund Policy

HolidaySG acts as a booking platform and authorised reseller for third-party attraction operators, tour providers, ferry services, hotels and other travel suppliers. Tickets and bookings are fulfilled by the respective supplier or operator. Attraction tickets, tours and travel services cannot be physically returned.

• Refund eligibility is determined by the individual supplier's cancellation and refund policy, which is displayed on each product page at the time of booking.
• Some products are non-refundable once purchased — this is clearly marked before checkout.
• Refunds must be requested before the activity or service date and within the timeframe shown on the product page (typically 24–48 hours before the visit date). Requests made after the activity date cannot be processed.
• Approved refunds are subject to the deductions in Section 7 and are returned to the original payment method within 7–21 business days.

2. Supplier Limitation — Important

As a reseller, HolidaySG does not control the supplier's refund decisions. Specifically:

• Supplier refusal: If the attraction operator, tour provider, or ferry company declines the refund request, HolidaySG is unable to override their decision or issue a refund from our own funds.
• Ticket reissuance: If the supplier is unable to reissue, modify, or transfer tickets (due to system limitations, sold-out dates, or policy restrictions), HolidaySG cannot guarantee an alternative.
• Supplier insolvency or closure: In the rare event a supplier ceases operations after your booking, HolidaySG will make reasonable efforts to assist but is not liable for losses caused by supplier default.
• Partial refunds: Some suppliers may offer a partial refund or credit instead of a full refund. HolidaySG will pass through whatever the supplier approves — no more, no less.

We strongly recommend reviewing the cancellation policy on each product page before completing your purchase. If you have questions about a specific product's refund terms, contact us before booking.

3. When Refunds May Be Approved

A refund may be possible if:

• The booking is within the supplier's free cancellation window
• The supplier cancels the attraction, activity or service
• The selected date becomes unavailable and rescheduling or an alternative is not possible
• A duplicate booking or duplicate payment was made
• Incorrect tickets were issued due to a system or supplier error

All refunds are subject to supplier review and approval.

4. When Refunds Are Not Possible

Refunds are not approved if:

• The cancellation or refund period has expired
• The ticket, service or voucher has been used, scanned, redeemed or has expired
• The customer did not attend the activity (no-show)
• Incorrect booking or travel details were provided by the customer
• The booking was purchased as non-refundable or promotional inventory

5. Non-Refundable Items

The following are non-refundable unless otherwise stated on the product page:

• Tickets marked as "Non-Refundable" or "No Cancellation" at the time of purchase
• Tickets that have already been scanned, used, or redeemed at the attraction
• Bookings for past dates (no-shows)
• The HolidaySG visa assistance fee (regardless of visa approval or refusal — see Section 6)
• Service fees and transaction processing fees
• Promotional or heavily discounted tickets (unless the promotion terms allow cancellation)
• Combo deal or bundle purchases (partial refund of individual items within a bundle is not permitted)

6. Visa Services

A visa order is made up of two separate amounts, and they are treated differently:

• HolidaySG visa assistance fee — non-refundable. This fee covers our document review, application preparation and submission support. It is not refunded under any circumstances, including if your visa is approved, refused, delayed or withdrawn, or if you cancel your application.
• Embassy / government fee — refunded only if HolidaySG has not yet paid it to the embassy or government authority on your behalf. Once it has been paid, it is non-refundable regardless of the outcome of your application.

Visa approval and processing times are decided solely by the embassy, consulate or immigration authority. HolidaySG cannot guarantee approval, and a refused application is not a reason to refund the visa assistance fee.

7. Refund Deductions & Timeline

The following deductions apply to every approved refund that you request:

• Payment gateway & processing fee: 15% of the amount paid — credit card, gateway and processing charges are non-refundable
• Handling fee: SGD 15.00 per ticket — administrative handling charge

Where a refund is approved, the amount you receive also depends on what the supplier returns to us:

Your refund is released once the supplier and/or our payment provider has confirmed the reversal of funds to us. We do not advance a refund before that confirmation. Refunds are returned only to the original payment method — not to a different card, a bank account, or as store credit unless you ask for credit in writing. Your bank or card scheme may add further time that is outside our control.

8. Our Right to Cancel an Order

We may cancel an order and refund the payer, before or after tickets have been issued, where:

9. Fraud Reporting & Ticket Blocking

If you suspect fraudulent or unauthorised use of your payment method on HolidaySG, the following procedure applies:

9.1 Required Documents

You must provide all of the following within 5 hours of the incident:

1. Police Report — A filed police report (or report reference number) from your local law enforcement confirming the fraudulent transaction.
2. Bank Statement — A bank or credit card statement clearly showing the disputed transaction(s) on your account, including the transaction date, amount, and merchant name.
3. Government-issued ID — A copy of the cardholder's identification to verify ownership of the payment method.

9.2 Reporting Procedure

1. Contact HolidaySG immediately via email at support@holidaysg.com or WhatsApp at +65 8083 7102 with the subject line "URGENT: Fraud Report — [Booking Reference]".
2. Attach the police report, bank statement, and ID within the 5-hour window.
3. Our team will attempt to block the tickets with the supplier to prevent usage.
4. If ticket blocking is successful, we will coordinate with the supplier for a refund (subject to Section 2 — Supplier Limitation).

9.3 Important Notes on Fraud Claims

• Reports submitted after 5 hours will still be investigated, but we cannot guarantee that tickets can be blocked — they may already have been used or redeemed.
• If the supplier has already fulfilled the tickets (scanned, used, or redeemed), no refund can be issued regardless of the fraud claim.
• Tickets obtained fraudulently are cancelled immediately and are void.
• Filing a false fraud report is a criminal offence. HolidaySG reserves the right to report false claims to the police and pursue legal action.
• Fraud investigations typically take 7–21 business days to resolve.

10. Chargeback Policy

A chargeback (also called a "dispute") occurs when a cardholder asks their bank or credit card company to reverse a transaction. We take chargebacks very seriously.

10.1 Before Filing a Chargeback

You must contact HolidaySG first before initiating a chargeback with your bank. Many disputes can be resolved quickly through our support team. Chargebacks filed without prior contact are treated as potential fraud. Where a chargeback has been raised, we will not also issue a direct refund for the same transaction, because that would return the money twice.

10.2 Consequences of Unauthorised Chargebacks

If a chargeback is filed without a legitimate basis or without contacting us first:

• Account suspension: Your HolidaySG account will be immediately suspended pending investigation.
• Permanent ban: Accounts involved in fraudulent or abusive chargebacks will be permanently banned from the platform.
• Recovery of funds: HolidaySG reserves the right to recover the disputed amount, including any chargeback fees and administrative costs incurred.
• Legal action: In cases of deliberate fraud or abuse, HolidaySG will pursue legal remedies under Singapore law, including filing a police report and civil claims.
• Collection agencies: Unresolved chargeback debts may be referred to a debt recovery agency.
• Fraud prevention: Details of fraudulent or abusive chargebacks may be shared with our payment providers, card schemes, banks and law enforcement for fraud prevention, as permitted by law.

10.3 Legitimate Chargebacks

We understand that legitimate chargebacks exist (e.g., genuinely unauthorised transactions, card theft). If you have already contacted us and we were unable to resolve your issue within a reasonable timeframe, you are within your rights to file a chargeback with your bank. We will cooperate fully with the bank's investigation in such cases.

10.4 Chargeback Investigation Process

1. Upon receiving a chargeback notification, HolidaySG will provide the bank with full transaction evidence — including booking details, IP address, device information, and ticket delivery confirmation.
2. If the chargeback is found to be illegitimate, the bank will reverse it and the original charge will stand.
3. An administrative fee of SGD 25.00 may be applied for frivolous or abusive chargeback disputes.

10.5 3D Secure (3DS) Authentication & Liability

HolidaySG requests 3D Secure (3DS / 3DS2) authentication on card payments, which are processed by our card payment provider, Stripe.

• If a fraudulent transaction occurs on a card whose issuing bank did not enforce 3DS (i.e., the bank approved the payment without requiring the cardholder to authenticate via OTP, biometrics, or a banking app), the liability for that transaction rests with the issuing bank and/or payment provider — not with HolidaySG.
• In such cases, HolidaySG is not obligated to issue a refund; the dispute is a matter between the cardholder and their bank.
• We will cooperate with bank investigations and provide transaction records.

We strongly advise all customers to use a card from a bank that supports 3D Secure and to keep their contact details updated with their bank so that authentication requests (OTP, push notifications) are received promptly during checkout.

11. How to Request a Refund

1. Email support@holidaysg.com or WhatsApp +65 8083 7102 (9 AM – 11 PM SGT daily).
2. Include your Booking ID, lead traveller name, reason for the refund request, your contact number and email, and any supporting documents.
3. Our team will verify the booking, check the supplier's refund policy, and respond within 24 hours.
4. If approved, the refund is processed as set out in Section 7.

12. Contact Us

• Email: support@holidaysg.com
• WhatsApp: +65 8083 7102 (9 AM – 11 PM SGT, daily)
• Live Chat: Available on our website

This Refund Policy is governed by the laws of the Republic of Singapore. HolidaySG reserves the right to review and approve refund requests based on supplier policies and applicable terms, and to update this policy at any time. Changes will be posted on this page with the updated effective date.