Terms of Service & Cancellation Policy

1. Introduction & Agreement Scope

Welcome to East Marvel LLC ("Company," "we," "us," or "our"). By submitting a booking, paying a deposit, or accepting a tour itinerary/quotation issued by East Marvel LLC, you ("Customer," "Passenger," or "you") agree to be bound by these Terms of Service & Cancellation Policy.

East Marvel LLC operates as an inbound tour operator offering customized travel, cultural tours, and small-group travel packages in Thailand. All ground operations, transfers, and local guiding services are fulfilled by independent, licensed destination management companies (DMCs) in Thailand.

2. Booking, Deposit & Payment Schedule

• Deposit Requirement: A 30% non-refundable deposit of the total tour price is required upon booking to confirm your reservation and lock in ground supplier resources.
• Balance Payment: The remaining 70% balance is due 45 days prior to your scheduled departure date.
• Late Bookings: Bookings made within 45 days of departure require 100% full payment at the time of confirmation.
• Payment Processing & Fees: We accept bank wires, major credit cards (Visa, MasterCard, American Express), and PayPal. Customers bear all foreign exchange differentials, issuing bank foreign transaction fees, or wire transfer charges. Payment gateway fees and non-refundable third-party supplier costs will be deducted from any eligible refunds.

3. Cancellation & Refund Policy (Customer Initiated)

All cancellations must be submitted in writing via email to contact@eastmarvel.com. Cancellation fees are calculated based on the date written notice is received by East Marvel LLC relative to your departure date:

• > 45 days prior to departure: 15% of total tour price + non-refundable supplier costs
• 45 – 15 days prior to departure: 30% of total tour price + non-refundable supplier costs
• 14 – 7 days prior to departure: 50% of total tour price + non-refundable supplier costs
• ≤ 6 days prior to departure / no-show: 100% (no refund)

Note on Third-Party Recoverable Costs: In addition to standard agency cancellation fees, any non-refundable costs incurred with third-party suppliers (such as advance-issued domestic flights, high-speed rail tickets, non-refundable hotel deposits, or specialized travel permits) will be deducted from the refund.

4. Itinerary Amendments & Modifications

• Before Confirmation: Itinerary revisions before deposit payment are free of charge.
• Minor Post-Confirmation Adjustments: Equal-standard adjustments (such as minor flight time shifts or hotel upgrades) are accommodated free of charge, subject to availability.
• Major Changes Requested by Customer: Requests for major changes (date shifts, destination changes, passenger substitutions) incur an administration fee of $50 USD per request, plus any supplier penalty fees and price differentials.

5. Travel Passports, Visas & Health Requirements

• Passport Validity: You are solely responsible for ensuring your passport is valid for at least 6 months beyond your intended departure date from Thailand.
• Visas & Permits: Customers are responsible for obtaining all necessary visas and entry permits. East Marvel LLC is not liable for trip disruptions or financial losses resulting from denied visas or border rejections.
• Fitness & Health: Customers must disclose any physical, medical, or mobility conditions at the time of booking.

6. Travel Insurance

East Marvel LLC strongly recommends that all passengers purchase comprehensive travel insurance covering trip cancellation, trip interruption, emergency medical care, evacuation, and baggage loss prior to departure. East Marvel LLC assumes no liability for losses that would otherwise be covered by comprehensive travel insurance.

7. Limitation of Liability & Independent Suppliers

• Third-Party DMC Operations: East Marvel LLC acts solely as an inbound tour coordinator/operator. All local transport, hotel accommodations, boat transfers, and guiding services are provided by independent, licensed DMCs and local suppliers in Thailand.
• Liability Cap: To the maximum extent permitted by applicable law, East Marvel LLC shall not be liable for any indirect, incidental, or consequential damages. Aggregate liability for any direct claims arising out of a booking shall be limited strictly to the total amount paid by the Customer to East Marvel LLC for the specific booking.

8. Force Majeure

East Marvel LLC shall not be held liable for failure to perform or delays in performance resulting from events beyond reasonable control, including but not limited to wars, riots, government restrictions, severe weather, natural disasters, epidemics/pandemics, or transport carrier cancellations. In such cases, unearned funds will be refunded after deducting non-recoverable supplier costs.

9. Governing Law & Dispute Resolution

Your order and all transactions on this website will be processed in accordance with the laws of the State of New Mexico, USA. These Terms of Service & Cancellation Policy shall be governed by and construed in accordance with the laws of the State of New Mexico, USA, without regard to its conflict of law principles. Any dispute arising out of or in connection with these terms shall be submitted to the exclusive jurisdiction of the state or federal courts located in New Mexico, USA.

10. Contact & Complaints

For itinerary issues during travel, please contact your local guide or 24/7 support line immediately. Written complaints or refund requests must be submitted within 15 days of tour completion to:

• Legal Entity: East Marvel LLC
• Entity ID: 0008091792
• Registered Address: 1209 MOUNTAIN ROAD PL NE, STE R, ALBUQUERQUE, NM 87110, USA
• Customer Support Email: contact@eastmarvel.com

Effective date: August 4, 2026.