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Terms & Conditions

Grab Route ("GR" or "we") welcomes you (the "Customer" or "you") to its website (the "Site"). The Terms of Conditions –as defined below- apply to our services, directly or indirectly made available to you through whatever means, including online reservations, customer service requests or otherwise. By accessing, browsing and using the Site and/or by making a booking through GR, you acknowledge and agree having read, understood and agreed to the Terms and Conditions. If you do not agree to the Terms of Use, please cease use of the Site immediately. The Terms and Conditions – as may be amended from time to time – constitute the entire agreement, and supersede any other agreements or understandings (oral or written), between you and us with respect to their subject matters unless explicitly stated otherwise.

1. Scope of our Service – Information on the Site

Through the Site, GR provides an online platform through which you can browse different types of transport service. By making a booking through the Site, you make an offer to book transportation at the price listed for such transport and such other terms and conditions stated on the Site, which shall become a binding contract when accepted by GR, We will indicate the acceptance of your booking via an e-mail confirmation (with a voucher for the prepaid booking).

2. Use of the Site

You must be 18 years or older to make a booking through our site. You undertake that the payment details you provide us with in making a booking are fully correct. You also undertake to provide correct and accurate e-mail and other contact details to GR. We cannot be held responsible for any failure in communication based on incorrect email information and other incorrect contact details. You undertake and acknowledge that GR may use these details to contact you in the event that this should prove necessary. Please also consult our Privacy Policy.

Accordingly, as a condition of using the Site, you agree not to use the Site or its contents or information for any commercial or non-personal purpose (direct or indirect) or for any purpose that is illegal, unlawful or prohibited by the Terms of Conditions. Except with our prior written authorization, you agree not to modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell or re-sell any information, software, products, or services obtained from the Site. 

3. Payment

You must make payment for transportation booked on the site at the time of booking and you agree to make payment via a debit to your nominated credit card. The amount debited will be the amount shown on our booking page next to the "Start Payment" button on that page. Depending on your credit card's currency and the country in which your card was issued, your credit card provider may impose foreign exchange fees and other fees which are in accordance with your arrangements with that credit card provider. Please note that all prices on the Site are for your transportation only and are for the requested dates/times and for the number of people indicated. GR will always display the price including tax recovery and service charges on the Site. Without prejudice to what is set out below, you will see the total inclusive price prior to confirming your booking. What is included in the rate is displayed on the Site in the confirmation email/voucher. Some mandatory local fees that are required to be collected directly from travellers are typically not included in the price unless stated otherwise.

4. Refunds and cancellations Policy

Refunds and cancellation policies are decided solely by the travel providers, bus and ferry companies, which provide the service of transportation. GR is an online travel agency, we are in the business of selling transfer tickets online and, unfortunately, we cannot influence the polices of travel providers.

Please note that the cancellation process, the fee and cancellation period differ from one operator to another. And we are connected to the number of different operators.  All changes, refunds and cancellation requests will be re-directed to the transportation providers and will be processed and decided case by case by the providers themselves. This means we cannot guarantee that we will be able to issue you a full refund with 100% certainty. In many cases, there will be no refund, and in some cases, fees and fines will be deducted from the refunded amount.

Therefore, to avoid any trouble with your trip, we strongly recommend that you purchase your tickets online only when you can be certain of your travel plans.

Payments with PayPal can be easily refunded immediately. Refunds for payments made with your credit card (Omise system) will take up to 30 working days. The money leaves our account instantly, but the banks and payment gateways take that long to process the transaction.

In any case, if you want to cancel or change your trip, please contact our Customer Support as early as possible and we will try to do the impossible and negotiate for you with the travel provider.

5. Check-in

The person registering at check-in must be at least 18 years of age and has to provide photo ID together with a valid voucher at check-in to ensure that your identity matches the booking identity. A record and/or copy of this photo ID may be retained by the transport provider. Failure to provide a valid voucher and a valid photo ID during check-in may result in refusal by our transport suppliers. Extra charges might apply.

6. Privacy

We respect your privacy. Please have a look at our Privacy Policy for further information.

7. Liability

We will not be liable for any losses, damages, liability, claims or expenses (whatsoever and irrespective of whether direct, indirect or consequential) arising from the use of our site or any products or services purchased on our site. We make no warranty or representation as to the fitness or suitability of any product or service displayed on our site. We sell transport from inventory supplied by each transport supplier and we do not over-sell that inventory (we cannot accept liability for unavailability of seats caused by an transport supplier over-selling its own inventory).

We will not be liable for any changes, cancellation, effect on your booking, loss or damage suffered by you which is due to any event(s) or circumstance(s) caused by a major event. By way of example major events includes, but are not limited to, war, revolution, terrorist act, closure of borders, epidemic, natural catastrophe or other causes that seriously affect both parties and other unforeseeable causes beyond our control. No responsibility is accepted for any additional expense, delays, re-routing or acts of any governmental authority.

GR shall not be responsible for any transport suppliers breach of any condition or warranty. If you use the Site for or on behalf of a third-party ("Third-party"), such as a family member or a traveling companion, you are responsible for any error in the accuracy of information provided in connection with such use. In addition, you must inform the Third-party of all applicable Terms and Conditions. Each customer using the Site for or on behalf of a Third-party agrees to indemnify and hold each GR harmless from and against any and all liabilities, losses, damages, suits and claims (including the costs of defense), relating to the Third-party's or the user's failure to fulfill any of its obligations as described above.

8. Complaints

If you have complaints about GR service, you can contact our us via email info@grabroute.com. We will do our very best to help you. Please note that any complaints about the transportation (policies, standards, service, facilities, etc.) is ultimately a matter for the transportation supplier.

9. Miscellaneous

GR does not in any way (directly or indirectly, independently or in conjunction with any party) own, manage, operate or control the transport suppliers. The suppliers are liable and responsible for providing transportation service and welcoming people who have booked through GR as their guests.

We make every effort to ensure all information displayed on our site is accurate; however, as considerable information is accessed from our transport suppliers, we are unable to guarantee the accuracy of all information nor are we able to guarantee that the site is free of errors or faults. We reserve the right to change information displayed on our site at any time without notice to you. These terms and conditions are governed by the laws of Satun Province, Thailand, and any disputes will be settled there.

More information or questions?

We would like to thank you for visiting the GR site for your transportation booking and information needs. We hope you find the Terms of Conditions informative. For additional information and to learn more about GR, please contact us at info@grabroute.com