Cancellation, refund, return & booking changes.

This Cancellation, Refund, Return and Booking Change Policy (the “Policy”) is issued by Hotel Supply Services Co., Ltd. (“HSS”, “we”, “us” or “our”).

It applies to accommodation and ancillary hotel services booked and paid directly through an HSS property website, booking engine or authorised reservations staff for Tea Tree Boutique Resort, Breakers Hotel Rawai, New Breakers Hotel Rawai, The Title Rawai Aparthotel by HSS, Kiri Anda Villa Phuket, or another HSS accommodation expressly named in the booking confirmation.

A reservation made through an online travel agency, travel agent or other third-party seller is governed first by the cancellation and refund terms accepted with that seller. Requests for a refund of money collected by a third party must be made to that seller.

A booking is confirmed only after HSS has received the payment required for the selected rate plan and issued a booking reference or written confirmation. A payment attempt, quotation, room hold or message from staff is not confirmation unless expressly stated otherwise in writing.

Before payment, the guest must check the property, arrival and departure dates, room or villa type, number and identity of guests, inclusions, restrictions and total price. HSS may reject an unconfirmed request, verify payment or identity information, and correct an obvious pricing, inventory or technical error. If an erroneous payment has already been captured and HSS does not honour the affected booking, HSS will void or refund that captured amount.

Unless the booking confirmation expressly identifies a different cancellation rule, every covered direct accommodation rate plan is non-refundable. If a guest cancels a confirmed non-refundable booking, HSS may retain 100% of the accommodation price and all booked service charges, to the fullest extent permitted by law.

No refund, credit, voucher or replacement stay is due for:

• personal reasons, illness, injury, a change of plans, weather, transport disruption, or passport, visa or immigration issues;
• failure to arrive, refusal to travel, late arrival, early departure or a shortened stay;
• failure to satisfy identification, registration, occupancy, age, payment or booking requirements; or
• refusal or termination of service caused by misrepresentation, unlawful or unsafe conduct, abusive behaviour, an unauthorised guest or pet, or another material breach of the booking or property rules.

A written notice that the guest will not use the booking does not create a right to a refund. Guests are strongly encouraged to obtain travel insurance that covers cancellation and interruption risks suitable for their circumstances.

Unless the booking confirmation expressly states otherwise, a confirmed booking is non-changeable and non-transferable. HSS is not required to change dates, property, room or villa type, rate plan, lead guest or other booking details.

HSS may, in its sole discretion, approve a written amendment as a goodwill exception. Approval is not effective until confirmed by HSS in writing and may be subject to availability, restrictions, an administration charge and the rates current when the change is processed. The guest must pay any increase. No refund or credit is due if the revised booking costs less. The revised booking remains non-refundable unless HSS expressly confirms otherwise.

A minor spelling correction may be accepted after identity verification. Additional nights, guests, meals or services are new purchases and do not amend the cancellation status of the original booking.

Accommodation is a time-specific service, not a physical product. Once a room, villa or service has been reserved or supplied, it cannot be returned or exchanged for cash, credit, another property or another service except where HSS expressly agrees in writing or applicable law requires a remedy.

A booking may be treated as a no-show if the guest has not arrived by 12:00 noon on the day after the scheduled arrival date and HSS has not approved a later arrival in writing. HSS may then release the accommodation without refund.

No refund or price reduction is due for late arrival, early departure, fewer guests, unused nights, meals, facilities, benefits or other inclusions. Optional services are governed by their specific written terms; if none are stated, the same non-refundable rule applies once confirmed.

7.1 If HSS cannot provide the confirmed accommodation

HSS may offer an equivalent or higher room or villa, reasonable alternative dates, or comparable nearby accommodation. If HSS cannot provide a reasonable alternative, or the guest rejects an alternative that is materially different from the confirmed booking, HSS will refund the direct amount paid for the affected accommodation or service that was not provided.

To the fullest extent permitted by law, HSS is not liable for indirect, incidental or consequential loss, loss of enjoyment, replacement travel, lost profit or third-party costs. HSS’s aggregate liability for an unavailable booking is limited to the amount actually paid directly to HSS for the affected accommodation or service.

7.2 Safety, fraud, payment reversal or breach

HSS may refuse, suspend, cancel or end a stay where reasonably necessary for safety, suspected fraud, a failed or reversed payment, false information, unlawful conduct, abusive behaviour or a material breach of booking or property rules. Where the guest caused the refusal or termination, charges remain non-refundable to the extent permitted by law and reasonably connected with the breach.

7.3 Events outside reasonable control

If performance is prevented or materially affected by an event outside HSS’s reasonable control, HSS may suspend, relocate, reschedule or replace the affected service. HSS will provide the remedy required by applicable law and may offer an alternative or credit where commercially reasonable, without creating an obligation to do so in other cases.

A refund is considered only where HSS cannot provide the confirmed service and no reasonable alternative is accepted, a duplicate or incorrect payment is verified, applicable law requires a refund, or HSS approves a written goodwill exception.

A request must be submitted in writing and include the guest name, booking reference, property, stay dates, reason and supporting evidence. HSS may request identity, payment or other information reasonably necessary to investigate the request.

After approval and receipt of all required information, HSS will initiate the refund to the original payment method and original payer within 14 business days. A bank, card issuer or payment provider may require a further 5–30 days to post the funds. Refunds are calculated in Thai baht and cannot exceed the amount actually received by HSS. Exchange-rate movements and third-party bank, card or payment fees are not reimbursed unless applicable law requires otherwise.

HSS does not provide cash refunds, refund to a different card or account, apply a refund to an unrelated booking, or pay a person other than the verified payer, except where required by law or approved after enhanced verification.

A chargeback or payment dispute is not a cancellation request and does not itself create a right to a refund. Guests should contact HSS first so the matter can be investigated. HSS may provide the booking confirmation, acceptance records, communications, service records and this Policy to the relevant payment provider. Nothing in this section limits lawful rights concerning an unauthorised transaction.

Where a third party collected payment or issued the booking, that party’s terms and process apply. The guest must request changes or refunds through that seller. HSS cannot refund money it did not collect and is not responsible for a third party’s fee, exchange rate, delay or refusal.

Nothing in this Policy excludes, restricts or modifies a right or remedy that cannot lawfully be excluded under applicable consumer law. Any discretion will be exercised in good faith and consistently with mandatory law. If a provision is invalid or unenforceable, it will be limited to the minimum extent necessary and the remaining provisions will continue in effect.

Operator: Hotel Supply Services Co., Ltd.
Email: admin.phuketresortgroup@gmail.com
Telephone: +66 62 989 9694
Address: 48/24, Rawai, Mueang Phuket District, Phuket 83130, Thailand
Service location: the property named in the booking confirmation

HSS aims to acknowledge a complete written request within 3 business days and issue a decision within 10 business days. Complex matters may take longer; if so, HSS may request further information or provide a status update. A refund or exception is approved only when confirmed in writing by HSS.

The version accepted when the booking is made applies to that booking. HSS may amend this Policy for future bookings. A specific written term in the booking confirmation prevails over this Policy only to the extent of a direct conflict. An exception is valid only if confirmed in writing by authorised HSS management and does not establish a precedent.

This Policy and each covered booking are governed by the laws of Thailand. Subject to any mandatory consumer forum, disputes are subject to the competent courts of Thailand. By selecting the acceptance checkbox, submitting payment or completing the booking after this Policy is made available, the guest confirms that they have read, understood and accepted it.

Effective date: 19 August 2026.

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