These terms apply to every tour booked through krabiemeraldpool.com. Please read them before you book. By completing a booking you accept them on behalf of everyone in your party.
Tours are sold by Koh Tour Co., Ltd., trading as Kohtour, a tour company licensed by the Tourism Authority of Thailand.
Tours are operated by licensed local tour operators in Krabi and on Koh Lanta. We act as the seller and your point of contact for the booking.
Your booking is only confirmed when you receive a confirmation email with an order number. If you do not receive it within a few minutes, check your spam folder and then contact us, because an unconfirmed booking holds no seat.
You are responsible for the accuracy of the details you give us, in particular your tour date, guest numbers and ages, your pickup hotel and room number, and a phone number that works in Thailand. We cannot be held responsible for a missed pickup caused by incorrect contact or pickup details.
Tell us at the time of booking about anything that affects participation: pregnancy, reduced mobility, a heart condition or high blood pressure, an allergy, or a guest who cannot swim.
Prices are shown in Thai baht, per person or per group as the tour page states. The total shown at the final step of checkout, including any card processing fee, is the amount you pay. Every fee is itemised before you confirm.
You can choose one of three ways to pay:
Online payments are taken by card, Apple Pay, Google Pay or PromptPay. For parties of four or more, the pay-on-the-day option is not available and a deposit or full payment is required to hold the seats.
What each tour price includes, and what it excludes, is listed on that tour's page, together with the child and infant age bands. Read it before booking.
Emerald Pool, the Hot Spring Waterfall and some other stops charge their own entrance fees, set by the Thai authorities. Whether your tour includes them is stated on the tour page.
Where they are not included, they are charged per person and paid in cash at each attraction on the day. The current amounts are itemised on the tour page and again at checkout under "Paid on arrival", so you can see the full cost of the day before you book. Adults and children are charged at different rates, and at some attractions Thai nationals pay a lower rate than foreign visitors. Our entrance fees guide explains each one.
Entrance fees are set by the authorities and can change without notice. If a fee changes between your booking and your tour date, the amount payable is the fee in force on the day.
You can cancel, or change your tour date, free of charge up to 24 hours before your tour starts, and we will refund what you have paid in full.
Cancellations made less than 24 hours before the tour starts, and failure to be at the pickup point at the agreed time, are not refundable, because the seats and the operator's costs are already committed.
To change a date, contact us as early as you can. We will move your booking to another date where space allows. Date changes requested less than 24 hours before the tour starts are treated as a cancellation.
Refunds are returned to the original payment method. Your bank may take a further five to ten working days to show the funds.
Safety comes ahead of the schedule, always. We may cancel or reschedule a tour because of severe weather, a park or temple closure, an instruction from the authorities, insufficient numbers, or a vehicle problem. Where that happens you may choose either a full refund or a transfer to another date at no extra cost.
Parks and attractions can close, or restrict access, at short notice. A closure announced after you book is handled the same way: full refund or free transfer.
The itinerary, the time spent at each stop and the order of the day may change on the day because of weather, traffic, crowds or park instructions. Your guide decides this, and their decision is final. A changed itinerary is not by itself grounds for a refund.
We are not liable for costs you incur separately because a tour is cancelled or changed, such as flights, accommodation or connecting transfers. This is why we recommend travel insurance.
Where your tour includes hotel pickup, your confirmation states the pickup time or window. Be ready and visible in the hotel lobby at the start of that window. Pickups run in sequence and traffic in Krabi and on Koh Lanta is unpredictable, so a driver may arrive at either end of the window.
Hotel pickup is available from the areas listed on each tour page. Some areas carry a transfer surcharge, which is shown on the tour page and at checkout before you pay.
Drivers cannot wait indefinitely without making every other guest late. If you are not at the pickup point, we will attempt to reach you on the number you gave us. A guest who cannot be reached is treated as a no-show.
You must follow the instructions of your guide, your driver and the staff at each attraction at all times, including safety instructions around the water and, at the elephant sanctuary, around the elephants.
The guide may refuse to take a guest, or end a guest's participation, where someone is under the influence of alcohol or drugs, behaves in a way that endangers or seriously disturbs others, or is medically unfit to take part. No refund is due in those circumstances.
Park and temple rules apply throughout: swim only where swimming is allowed, do not feed or disturb wild animals, including the monkeys around Tiger Cave Temple, do not remove plants or stones, take all litter back with you, and dress respectfully at temples, with shoulders and knees covered.
Our tours involve walking forest paths, swimming in natural pools and bathing in hot springs. Tours that visit Tiger Cave Temple include time at the temple, and the hilltop climb there is long, steep and strenuous. Be honest with yourself about your fitness and tell us in advance about any condition that could be affected.
Bathing in hot springs is not recommended during pregnancy or for guests with a heart condition or high blood pressure. If you are unsure whether a tour suits you, ask us before booking rather than on the day.
Rocks and paths around the pools and the hot spring waterfall can be slippery. You swim and bathe at your own risk.
Children remain the responsibility of their parent or guardian for the whole tour, including in and around the water.
We strongly recommend comprehensive travel insurance covering medical treatment, swimming and outdoor activities, cancellation and personal belongings. Our liability is limited as set out below, and insurance is what covers the rest.
We take safety seriously and work only with licensed operators. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited under Thai law.
Subject to that, we are not liable for loss, injury or damage arising from your own failure to follow the guide's instructions or park rules, from you misrepresenting your health or fitness, or from events beyond our reasonable control, including weather, park closures and acts of authorities.
Bring valuables at your own risk. You will be swimming and walking outdoors, and we cannot accept responsibility for items lost, left behind or damaged during the tour.
Where we are liable, our liability is limited to the amount you paid for the tour.
You are responsible for carrying any documents you need, including a passport or photo identification where an attraction or the authorities ask for it. We cannot refund a guest refused entry for want of documentation.
If something goes wrong, tell your guide during the tour, so they have a chance to put it right there and then. If it is not resolved, email info@krabiemeraldpool.com or message us on WhatsApp within 30 days of your tour date, with your order number and what happened. We will acknowledge within three working days.
How we handle your personal information is set out in our Privacy Policy, which forms part of these terms.
These terms are governed by the laws of Thailand, and the courts of Thailand have jurisdiction over any dispute arising from them.
If any provision of these terms is found to be unenforceable, the remaining provisions continue in force.