Terms & Conditions
Deposit fee is required upon making a reservation. It should be settled until the option date generated by system or travel agent. Payment of deposit means that you are confirming the details of your booking and it is good as guaranteed.
I. Reservation deposit payment is required on customized package and will depend on the total package however to secure the tour and room, a partial payment of at least 50% of the total package cost is required.
II. Full payment is required if booking has been made less than 3 weeks before departure. For tours, activities, air tickets, customized tour package, or hotel only book and buy cases, full payment is required before Isla Story can give booking confirmation.
III. Book and buy means traveler(s) needs to guarantee the reservation first by paying in full before traveler(s) can get a booking confirmation. Please take note that for hotel room and activities that requires reservations, availability varies from time to time. As a result, Isla Story cannot guarantee booking confirmation even after payment has been made. However, Isla Story will exert its best to find an alternative hotel or activity that meets your requirement, subject to ADHOC (Additional Hotel Charges), if any.
Reservation deposit is strictly non-refundable, please read section 5, Booking Cancellations.
Isla Story is a domestic brand of Rakso Air Travel & Tours, Inc (“Rakso Travel”) catering solely to Inbound Market. Rakso Travel is a well-known largest travel agency in the Philippines, with 20 years of tradition. It is an official member of the IATA (International Air Transport Association), DOT (Philippines Department of Tourism), PTAA (Philippines Travel Agencies Association), and an ISO 9001:2015 approved agency.
Hence, all authorized agents will bear Rakso Travel’s own domains, @raksotravel.com and @raksoair.com. All our legitimate employees use individual email accounts under these domains for all transactions with all Isla Story clients and none other. Isla Story reserves the right to deny any transactions made with any individual or entity using other domain names such as @gmail.com or @yahoo.com or others.
Should you encounter such individual or entity, please ignore or verify first with us thru e-mail at firstname.lastname@example.org
Fares, taxes, fees and charges are payable in the currency in which the fare is published. Isla Story may, at its discretion, accept payment in another currency which shall be subject to applicable airline exchange rate of the day as set by Isla Story.
You recognize that your personal data given to Isla Story is for the purposes of making a reservation and purchasing tickets or passes. For these purposes, you agree and authorize Isla Story to use such data and to transmit them to its partner operators, hotel, government authorities, branch offices, and other authorized providers of travel services.
In booking your travel with Isla Story, you provide consent to be added to Isla Story’s mailing list that will be used to contact you occasionally with commercial electronic messages such as offers and promotions that Isla Story feel will be of interest to you.
For complete information, please read Isla Story’s Privacy and Data Protection Policy.
For tours and activities bookings, billing statement will be provided on user’s Isla Story My Account page. For air tickets, customized tour package, or hotel bookings, billing statement will be sent through email by authorized travel agents.
Full payment should be settled on or before the given option date generated by system or travel agent. Payment can be settled directly at Isla Story offices, online credit/debit card facilities, or thru any bank accounts of Isla Story. All Isla Story bank depository accounts shall bear the name RAKSO AIR TRAVEL & TOURS, INC. and none other.
*Our system will automatically verify the credit/debit card used. Your credit/debit card will be charged as soon as you complete the booking process and confirm payment.
Full payment is required for finalization of tours, activities, air tickets, customized tour package, or hotel bookings. Failure to settle full payment on the given option date may result in auto-cancellation of booking without prior notice unless valid and acceptable reasons are given.
Tour and activities booked thru Isla Story online platform will be automatically issued with electronic ticket upon full payment of services. Otherwise, schedule of releasing of travel documents such as electronic ticket, hotel voucher, travel insurance (if applicable), and arrival instructions, etc. will be set by the travel agent.
Isla Story reserves the right to deny passenger(s) and refuse to reissue, revalidate, rebook or refund a booking for failure to comply with requirements and/or full settlement.
Cancellation of booking is not possible online. If you wish to make cancellation on your booking, call our customer service hotline or send an e-mail to email@example.com. Penalties may apply depending on the conditions attached to the tours, activities, hotels, and packages. Any cancellation made after guaranteed
I. Tours & Activities
i. Prior 7 business days: 50% cancellation charges will apply for all confirmed tour(s) made after booking finalization.
ii. 24 hours / No show: 100% cancellation charges will apply for all confirmed tour(s) made after booking finalization.
II. Hotels, Tickets, and Packages
A cancellation policy of the service will be given by the travel agent prior to confirmation and billing of bookings. 100% cancellation charges will be applied for any cancellation made after booking finalization.
Cancellation charges will be computed by the travel agent. Isla Story will only refund the reservation deposit fee if the traveler(s) cancels the booking due to visa denial and/or emergency cases, provided that there will be no charges from travel partners such as tours, airline, and hotel. Any charges that will be incurred by Isla Story due to traveler’s cancellation will be charged to the traveler(s). Traveler(s) is required to provide a document or any valid proof of booking cancellation made due to flight cancellations, emergency, or any external events beyond traveler(s) control, inability to provide basic required will result in forfeiture of reservation deposit fee.
Voluntary cancelled booking, no show, and/or any unused portions are strictly non-refundable for all confirmed transaction. Please read section 6, Refund Policy.
Refund of unused services is not automatically processed. If you wish to request a refund on your booking, call our Customer Service hotline or send an e-mail to firstname.lastname@example.org to process the refund. Unless we hear from you, we will not automatically refund your unused travel services.
Traveler(s) is required to provide a refund request along with a document or any satisfactory proof of entitlement to a refund for booking cancellation made due to flight cancellations, emergency, or any external events beyond traveler(s) control. Inability to provide the required document(s) will result in forfeiture of reservation deposit fee and/or denial to waive full cancellation charges.
I. Traveler(s) Involutary Refund
Traveler(s) has an option to refund, change, or rebook for other travel service in case Isla Story cancels a booking or fails to provide travel services reasonably due to:
a. Failure to meet minimum number of pax required in a group.
b. Unable to provide the guaranteed and booked travel service.
c. Force majeure caused by natural disasters, terrorism attack, political instability or other external events which will seriously affect the planned itinerary (if the destination will impose travel ban).
II. Traveler(s) Voluntary Refund
Traveler(s) are entitled to a refund of travel services or any of its unused portions, including taxes, fees, or any other amount collected for or on behalf of any third party, for reasons other than those set out in section 7 of this terms and conditions.
Isla Story may refuse refund on travel services, including taxes, fees, or any other amount collected for or on behalf of any third party, if application for refund is made over thirty (30) days after the expiry of the validity of the pass/ticket or tour travel date. All refunds will normally be made in the currency in which the travel service was paid but may be made in another currency based on the applicable airline exchange rate of the day of booking as set by Isla Story. Refund process may take up to 14 business days depending on payment mode.
I. Online Payment mode thru Mastercard/Visa/American Express/JCB Credit/Debit Cards/PayPal, the refund will automatically be credited to the credit card account used or PayPal. Bank or PayPal service charge is non-refundable.
II. Non-online payment mode, the traveler(s) must present the original official receipt and a copy of government-issued ID along with the details of refund payment mode.
By nature, any form of travel requires considerable flexibility and should allow for alternatives. The itinerary sequence, mode of transport, accommodation, flight schedules, etc. is subject to change without prior notice due to local conditions. Equally, traveler(s) have the right to change or amend any portion of their travel services provided that proper advisory must be given to the travel agent via email at least 48 hours prior to travel. Amendments will be subject to availability and/or applicable charges, if any.
If traveler(s) wishes to transfer the reservation deposit fee to other tour package or to another person, Isla Story will permit such amendments provided that:
I. Air tickets, tickets, or passes has not been issued yet.
II. Transfer of deposit to other tour package or destination should be done at least one month before departure date. If amendment is requested less than one month before departure, it is upon Isla Story’s sole discretion whether to allow amendment or not.
Such amendments are not allowed once booking is already finalized. Any change made is subject to amendment fees and or cancellation charges, if any.
If travelers(s) have complaints about the trip, immediately inform the Tour Guide or the Tour Coordinator at the time in order to rectify the matter. If satisfaction is still not reached, please write us an incident statement within 3-5 days after the tour.
Isla Story reserves the right to change or revise the terms and conditions herein. User is responsible for regularly reviewing these terms and conditions. Continued use of Isla Story website following any such changes shall constitute the User's acceptance of such changes.