Refund initiation
Once your cancellation is confirmed, ExploreSiargao will immediately begin processing your refund to the original payment method used at the time of booking. This typically happens within 48 hours of your cancellation being approved.
Processing time
All refunds are handled by our payment provider, Xendit, and processed back to your issuing bank or card provider.
Refund processing time: Usually 7–14 business days, depending on your bank or card issuer.
If more than 14 business days have passed, we recommend contacting your bank directly. You may request the RRN (Retrieval Reference Number) or ARN (Acquirer Reference Number) from us to help your bank locate the refund.
Tracking your refund
Please note:
ExploreSiargao and Xendit have no visibility into the internal processing status of your refund once it has been submitted to your bank.
Our responsibility ends when we successfully initiate the refund.
After this point, it is the issuing bank’s responsibility to process and credit the refund to your account.
Only the cardholder is authorized to inquire about the refund status with the issuer.
Foreign currency refunds
If your card was charged in a foreign currency, the refund will be processed back into your original card currency.
For example, if your USD card was charged PHP 10 (Philippine Peso), the amount might appear as $0.18 on your billing statement. When refunded, the same amount might be returned as $0.17 or $0.19, depending on current exchange rates and bank fees.
Refunds to expired or invalid cards
If your original card has expired or is no longer active:
- Some banks may automatically reroute the refund to your new or replacement card.
- However, this is entirely at the discretion of your card issuer, and not all issuers offer this feature.
Please contact us before your refund is processed if your card has expired, been replaced, or is no longer valid. ExploreSiargao is not liable for failed or lost refund payments due to expired, incorrect, closed, or invalid payment methods. Any delays or failures in receiving your refund in these cases must be resolved with your issuing bank.
Communication & updates
You’ll receive a confirmation email from ExploreSiargao once we’ve successfully initiated the refund.
You may also receive an update from your bank or card provider when the refund is credited.
Please check your email inbox and spam folder, as well as any notifications from your bank or payment app for updates on your refund status.