Velaya · Travel with confidence
Terms & Conditions
How enquiries, bookings, payments and travel experiences with Velaya work.
1. Who we are
These Terms apply to enquiries and bookings arranged with VELAYA M.H TRAVEL AND TOURS, a sole proprietorship owned by Haideliz Saquing Santos, DTI Business Name No. 8350507, at Stall #3, Pops District, Sitio Lugadia, Corong Corong POB., 5313 El Nido, Palawan, Philippines. Contact: velaya4info@gmail.com or +63 969 610 7849.
Before payment, we identify the service provider, the service booked and any specific operator conditions. Those disclosed conditions form part of your booking, subject to mandatory law.
2. Booking requests and confirmation
A Booking Request or Request Availability submission is an enquiry. It does not reserve a place, guarantee availability or create a confirmed booking. Our website does not have an automatic payment checkout.
- Send your preferred service, dates and number of travellers.
- We check availability with the relevant team or operator.
- We provide the final price, inclusions, exclusions and applicable cancellation conditions.
- We confirm availability and agreed booking details, then send payment instructions with your deposit amount and due date. Payment is requested only after this team confirmation.
- Your booking is confirmed only when the stated requirements have been met and you receive a booking confirmation.
Please check your confirmation and promptly tell us about any incorrect names, dates, pick-up details or special requirements.
3. Prices, deposits and payment dates
Payment is requested only after the Velaya team confirms availability, your booking details and payment instructions. Deposits are included in the tour price, not added to it. For bookings made within 7 days of departure, contact us: payment is required after team confirmation. Separate on-site fees remain payable on site.
| Service | Reservation deposit | Deposit due |
|---|---|---|
| El Nido Private: Classic & Comfort Bangka | 2,000 PHP for the first 2 guests + 200 PHP per additional guest | 7 days before |
| El Nido Private: Velaya Double Deck | 3,000 PHP per boat booking for the first 2 guests + 400 PHP per additional guest | 7 days before |
| Coron Private day tours | 3,000 PHP per tour | 7 days before |
| Semi-Private | 500 PHP per person | 7 days before |
| El Nido Joiners | 400 PHP full fare guest; 200 PHP half fare child; 0 PHP free child | 7 days before |
| Coron Joiners | 300 PHP full fare guest; 150 PHP half fare child; 0 PHP free child | 7 days before |
| Budget Local Expedition | 3,000 PHP per person | 7 days before |
| Small Group Expedition | 5,000 PHP per person | 7 days before |
| Private Expedition | Individual quotation | Confirmed before payment |
El Nido Joiners: 400 PHP per full fare guest and 200 PHP per child paying half fare (ages 4 and 5). Coron Joiners: 300 PHP per full fare guest and 150 PHP per child paying half fare (ages 4 to 6). Children aged 0 to 3 travel free and pay no deposit. Deposits are part of the tour price, due 7 days before the tour and payable only after team confirmation. Any agreed tour discount also reduces the reservation deposit, to a minimum of zero; the final amount is shown in your confirmation. Separate entrance and local fees keep their own age rules.
The remaining tour balance must be paid in full one day before departure. For Coron day tours, including Coron Private, the remaining balance is paid on site on the tour date. Individually quoted Private Expedition payment terms are confirmed in the quotation.
Reservation deposits cover booking processing and securing places. They are non-refundable if you cancel your booking, subject to mandatory consumer rights and the remedies below when a service is cancelled by the provider or cannot lawfully operate.
Depending on the service, payment may be made by Wise, bank transfer, QR payment or cash. For independent operator services, payment may be made directly to that operator. The recipient and amount will be identified in the payment instructions. Verify unexpected changes with our published contact details.
Where Velaya receives a deposit for a third party service, we explain its purpose and the applicable conditions before payment. Request the applicable invoice or payment record from the identified payment recipient; Velaya will provide the documentation it is required to issue for amounts it receives.
4. Who operates your experience
Velaya may coordinate or directly provide services as identified in your confirmation. Selected services are delivered by independent operators. Velaya remains responsible for its own booking coordination, representations and other obligations under applicable law.
Velaya Signature / Semi-Private
Velaya Signature Tour is developed and coordinated by Velaya M.H Travel and Tours and operated by Tomster Travel and Tours, a DOT accredited local Tour Operator. Tomster’s accreditation is its own; Velaya does not currently hold national DOT accreditation.
El Nido ↔ Coron expeditions
Expeditions are operated by independent third party companies. Velaya assists with availability, communication and booking coordination and may receive a commission. The operating company’s booking, cancellation and refund conditions apply and will be provided before payment. Velaya does not operate the expedition.
5. Changes, weather and authority restrictions
Itineraries, stop order, timings and pick-up arrangements may change for weather, tides, safety, access restrictions or operational reasons. A suitable alternative stop does not automatically mean the entire service has been cancelled. We explain material changes and any options available under the booking conditions and applicable law.
Rain alone does not cancel a tour when operations remain safe and permitted. Tours cannot proceed when prohibited by the Philippine Coast Guard, local government unit (LGU), tourism authorities or another competent authority. For a Velaya service fully cancelled before it starts because operations are prohibited, we will offer an appropriate lawful remedy, such as a refund or an alternative date. You do not have to accept an alternative in place of a refund to which you are entitled.
Events outside reasonable control may prevent or delay performance. We will communicate available options; force majeure does not remove mandatory rights or automatically entitle us to retain all payments.
6. Cancellation, rescheduling and attendance
See our Cancellation & Refund Policy and the service-specific conditions disclosed before payment. Free date changes for El Nido and Coron joiner tours are available when requested at least 24 hours before the meeting or pickup time, subject to availability and confirmation. The deadline is 08:45 on the previous day for El Nido (08:45 meeting), and 08:00 on the previous day for Coron (pickups from 08:00). Calauit Safari starts earlier: request by 05:30 on the previous day. All times are Philippine time. The deposit transfers to the newly confirmed date. Changing the date is not a cancellation refund. Private island-hopping date changes must be requested at least 7 days before departure. All changes depend on the operating schedule and availability; a request is not a confirmed change. Contact us for Semi-Private and expedition date-change conditions before payment. Joiner date changes within the stated deadline have no rescheduling fee. If you choose a different tour or service, any price difference is explained before you agree.
Arrive at the stated meeting point on time. A departure may be unable to wait for a late guest. No-shows, late arrivals that miss departure and voluntarily unused services are normally non-refundable under the applicable policy, subject to mandatory rights and any remedy due for a failure to provide the booked service.
7. Guest preparation and safety
Choose activities appropriate to your health, swimming ability and fitness. If you are pregnant or have a relevant health, mobility or accessibility concern, ask us about the activity requirements before booking and seek individual medical advice where appropriate. We cannot provide medical clearance. Share only the information needed to arrange safe participation.
Children must meet the operator’s age and safety requirements and be supervised by a responsible adult. Age limits, child rates and equipment availability will be confirmed for the selected service. Follow crew instructions, wear required safety equipment and observe environmental and local rules.
Dangerous, abusive or disruptive behaviour, intoxication or illegal substances may result in refusal of participation or removal when reasonably necessary for safety or legal compliance. Any financial consequence will be assessed under the disclosed conditions and applicable law.
8. Belongings, equipment and travel arrangements
Protect your valuables and electronic items from water and keep track of your belongings. Report loss or damage promptly. You remain responsible for loss or damage you cause to equipment to the extent established under applicable law; this does not excuse defective equipment or another party’s fault.
Ensure your travel documents and entry permissions are suitable for your trip. Allow sufficient time between tours, flights and ferries, particularly after expeditions where weather may affect schedules. Separate travel arrangements are not included unless expressly stated.
We recommend suitable travel insurance covering your planned activities, medical needs, disruption and cancellation. Check the policy’s exclusions and claims requirements.
9. Photographs, video and personal information
Booking does not grant blanket permission to use your identifiable photographs or videos in marketing. We will seek appropriate permission for promotional use and respect withdrawal for future use, subject to applicable law. Tell the team if you prefer not to appear in arranged promotional photographs.
We use personal information as described in our Privacy Policy, including sharing necessary booking details with the identified operator. Optional marketing requires a separate lawful basis and is not a condition of booking.
10. Problems and complaints
Tell the crew, operator or Velaya promptly if something goes wrong so that a practical solution can be attempted during your trip. You can also contact velaya4info@gmail.com with your name, booking reference if available, service date, booked service, description of the problem and relevant evidence if available.
We will review the issue, coordinate with the operator where relevant and respond with the proposed next steps. You may use applicable consumer protection, regulatory or court procedures; contacting us does not waive those rights.
11. Responsibility and your rights
Each service provider is responsible for the obligations it undertakes. Velaya is responsible for its own acts, omissions and commitments to the extent required by applicable law. Describing an operator as independent does not exclude liability that the law places on Velaya.
Nothing in these Terms limits any mandatory consumer rights granted by applicable law. Nothing excludes liability where doing so would be unlawful, including responsibility that cannot lawfully be excluded for negligence, fraud or wilful misconduct.
12. Applicable law and changes
These Terms are governed by the laws of the Philippines, without depriving you of mandatory protections that apply in your circumstances. We encourage good-faith discussion to resolve disputes. You may still bring a matter to a competent regulator or court; no exclusive forum is imposed where it would restrict mandatory rights.
If a provision is invalid or unenforceable, the remaining provisions continue to the extent permitted by law. Updated Terms apply prospectively. Changes do not retrospectively reduce the rights attached to an already confirmed booking without a lawful basis and any required agreement.
Questions? Contact velaya4info@gmail.com or +63 969 610 7849.
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