Cancellation policy

For Guests

All times are based on the local time in Koh Phangan, Thailand. The cancellation period is calculated from the time we receive your written cancellation request.

Scope: This cancellation policy applies to individual guest bookings only. Group and retreat bookings are subject to a separate cancellation policy, which will be provided at the time of booking.

Cancellation Terms

• 30 days or more before arrival – A refund of 85% of the amount paid. The remaining 15% is retained as a cancellation and administration fee.

• Less than 30 days but at least 72 hours before arrival – No cash refund. We will issue a voucher worth 100% of the amount paid, valid for six months from the cancellation date.

• Less than 72 hours before arrival – No refund or voucher will be issued.

• No-show or early departure – No refund or voucher will be issued for the booking or any unused nights.

Voucher Terms

Vouchers may be used toward a future stay at Arcana, subject to availability. The new booking and stay must both be completed within six months of the cancellation date. If the new booking costs more, the guest must pay the difference. If it costs less, the unused balance will not be refunded or retained as additional credit. Vouchers cannot be exchanged for cash. Vouchers are personal and non-transferable.

Date Changes and Shortened Stays

Requests to change dates or shorten a stay will be treated as cancellations for the affected nights and handled according to the cancellation terms above. Date changes are subject to availability and any applicable rate difference.

Exceptional Requests

Guests may submit a written request for exceptional consideration, with an explanation and supporting documents where available. Each request will be reviewed individually based on its circumstances. Arcana may, at its discretion, offer a date change or another solution. Submitting a request does not guarantee a refund or voucher.

Bookings Made Through Third-Party Platforms

Bookings made through Booking.com, a travel agent, or another platform are also subject to that platform’s terms. Cancellation and change requests must be submitted through the original booking channel.

Cancellations by Arcana

If Arcana cancels a booking and cannot provide the stay, the guest may choose either a full refund or a change of dates, subject to availability.

Thank you for understanding and for choosing Arcana.

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For Retreat Leaders

These terms apply to retreats booked by facilitators under a venue agreement with Arcana. Your signed agreement is the binding document; the summary below is for reference.

Payment Schedule

• 20% deposit – due on signing the agreement. Non-refundable.

• 60% – due no later than 60 days before the retreat start date.

• 20% final payment – due no later than 2 weeks before the retreat start date.

Cancellation by the Facilitator

• The 20% deposit is non-refundable under all circumstances.

• 59–30 days before arrival – 50% of the total booking value is retained; the remaining balance is refunded.

• 29–8 days before arrival – 80% of the total booking value is retained.

• 7 days or less before arrival – 100% of the total booking value is retained (non-refundable).

• No-shows and early departures are non-refundable. No partial refund or credit is issued for unused nights.

• Shortening the retreat or changing arrival/departure dates within 7 days of arrival is treated as a cancellation of the affected nights under the terms above. Changes are subject to availability and any applicable rate difference.

Cancellation by Arcana

If Arcana cancels a retreat, all prepaid amounts are refunded in full.

Force Majeure

If an event beyond the reasonable control of either party prevents the retreat – such as natural disasters, floods, fires, earthquakes, pandemics, government restrictions, war, terrorism, civil unrest, transport disruptions or medical emergencies – each party will notify the other in writing as soon as reasonably possible. All payments made will be converted into a credit valid for 12 months from the original arrival date. Rescheduled bookings are subject to availability and may be adjusted for seasonal rate differences at the time of rebooking. Unused credit may be extended beyond 12 months by mutual written agreement.

Voluntary Postponement

If the facilitator postpones the retreat for reasons other than force majeure (for example, low registrations or a change of plans), the facilitator cancellation terms above apply based on the notice given. Arcana will make reasonable efforts to rebook the retreat within 12 months, subject to availability and at the rates applicable at that time.