Last updated: June 2026
1. Affiliate Bookings (Hotels, Tours, Activities)
When you book a hotel via Agoda, a tour via Klook, GetYourGuide or Viator through PANA.PH, you are completing the transaction on the partner's platform. Their cancellation and refund terms apply directly.
- Agoda: Most hotels offer free cancellation up to 24–48 hours before check-in. Check your booking confirmation.
- Klook: Most activities offer free cancellation 24 hours in advance. Some experiences are non-refundable — confirmed at checkout.
- GetYourGuide / Viator: Typically free cancellation 24 hours before the experience start time.
For affiliate cancellations, contact the partner directly using your booking confirmation reference number.
2. Local Stays (Booked Directly on PANA.PH)
| Cancellation Timing | Refund |
|---|---|
| More than 7 days before check-in | 100% refund |
| 3–7 days before check-in | 50% refund |
| Less than 3 days before check-in | No refund (host has already prepared) |
| No-show | No refund |
| Host cancels | 100% refund + PHP 500 compensation credit |
Refunds for local stays are processed within 5–7 business days via the original payment method. To cancel, email hello@pana.ph with your booking reference.
3. Force Majeure & Natural Disasters
In the event of typhoons (signal 2 or higher), earthquakes, volcanic eruptions, government travel bans or other force majeure events affecting the destination, PANA.PH will offer a full refund or free rescheduling for local stay bookings, regardless of the standard policy above. Contact us immediately if your travel is affected.
4. Disputes & Escalation
If you believe you are entitled to a refund that has been wrongly denied, you may escalate to:
- 📧 hello@pana.ph — we respond within 1 business day
- DTI Consumer Complaints: 1-DTI (1-384)
- DOT Tourist Assistance: +63 2 8525-2000
5. Your Rights under Philippine Law
Under the Consumer Act of the Philippines (RA 7394), you have the right to a refund for services not rendered as described. Misrepresentation of a service entitles you to a full refund and may be reported to the DTI and DOT.