Life happens. You've been counting down to your Grand Canyon adventure with Parang Tour, but a few days before departure, you start feeling unwell. A positive COVID test means you can't travel. Your first thought, understandably, is about your booking.
At Parang Tour, we have a clear health and safety policy. If you test positive for COVID-19 before your tour, you are eligible for a full refund, even outside our standard cancellation window. The key is providing the right documentation. This post walks you through exactly what we need to see to process your refund without delay.
1. Our Standard Cancellation Policy vs. Health Exceptions
First, let's review our standard policy, which applies to all other cancellation reasons. According to our tour pages, the refund schedule is as follows:
| Days Before Departure | Refund Amount |
|---|---|
| 30+ days | 100% refund |
| 20-29 days | 20% refund |
| 8-19 days | 30% refund |
| 3-7 days | 50% refund |
| Within 2 days | No refund |
This policy is detailed on pages like our 2-Day, 3-Night Grand Canyon Tour and our Grand Canyon Day Tour from Las Vegas.
However, a positive COVID-19 test result is treated as a special health exception. In this case, we waive the standard policy and offer a 100% refund, regardless of how close to the departure date the positive test occurs. Our goal is to ensure you don't feel pressured to travel while sick.
2. The Required Documentation: A Clear Checklist
To qualify for the health exception refund, you must provide clear, verifiable proof. A simple text message saying you're sick isn't sufficient for our records. Here is the exact documentation we require:
1. A Legible Photo or PDF of the Test Result. The result must clearly show:
- Your Full Name: Matching the name on your booking.
- Test Type: It must be a medically administered test (PCR or rapid antigen test from a clinic/pharmacy). We cannot accept results from unverified at-home self-tests where the result is not documented by a third party.
- Result: Clearly stating "POSITIVE" for COVID-19.
- Date and Time of the Test: The timestamp is crucial. The test must have been taken after you booked the tour and before the tour's scheduled departure time.
- Clinic, Pharmacy, or Testing Facility Name: The provider's information should be visible.
2. Your Booking Confirmation or Name. Include your booking reference number or the full name used to make the reservation so we can locate your file immediately.
3. How and When to Submit Your Documentation
Timing and method are important.
When to Notify Us: Please notify us as soon as possible after receiving the positive result. Do not wait until the morning of departure. Early notification helps us with operational planning.
How to Submit: Send the required documents via our primary communication channel:
- KakaoTalk: Send the test result image and your booking info to our official KakaoTalk chat: https://pf.kakao.com/_LbUxbG. This is the fastest and most reliable way to reach us.
Once we receive the complete documentation, we will confirm receipt and initiate the refund process. The refund will be issued back to the original payment method used for booking.
4. What About Other Illnesses or Exposure?
Our formal health exception policy is specifically for a positive COVID-19 test. This provides a clear, objective standard.
For other sudden illnesses (flu, severe cold, injury) or exposure to COVID without a positive test, our standard cancellation policy listed in Section 1 applies. We understand this can be disappointing, which is why we strongly recommend considering travel insurance for comprehensive trip protection.
If you are unsure whether your situation qualifies, the best step is to contact us on KakaoTalk to discuss your specific circumstances before making a decision.
5. Planning for the Unexpected: Travel Insurance
While our health exception covers COVID, travel insurance is the best way to protect your investment against a wider range of unforeseen events, including other illnesses, family emergencies, flight cancellations, or lost baggage.
We operate as a tour operator, not an insurance provider. The "travel insurance" mentioned in the "Not Included" sections of our tour pages (like on our All Tours page) refers to personal travel insurance you should purchase separately. It's a small added cost that can provide significant peace of mind.
6. Our Commitment: Safe and Responsible Travel
This policy exists because your health and the health of our other guests and guides is a top priority. Asking a sick person to travel is unfair to everyone involved and goes against our commitment to responsible tourism.
We built Parang Tour to fix the impersonal, rushed tour experience. Part of that is treating our clients with understanding and fairness when plans go awry. By providing the proper documentation, you help us uphold this standard efficiently for everyone.
If you have any questions about this policy before booking, please don't hesitate to ask. You can reach out for a consultation via KakaoTalk.
For details on our tours, like the complete itinerary and what's included, please visit the main tour pages:
- 2-Day, 3-Night Grand Canyon Tour from LA
- Grand Canyon Day Tour from Las Vegas
- All Parang Tour Packages
Next steps
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Frequently asked
Do you accept at-home rapid test results for the COVID refund?
No, we cannot accept unverified at-home self-test results. The test must be administered and documented by a clinic, pharmacy, or other medical facility. The documentation must show your name, the test type, a clear "POSITIVE" result, the date/time, and the facility's name.
My family member tested positive and I was exposed. Can I get a refund?
Our health exception policy requires a positive test result for the person booked on the tour. Exposure without a positive test does not qualify for the health exception refund. In this case, our standard cancellation policy would apply. We recommend contacting us via KakaoTalk to discuss your specific situation.
How long does it take to receive the refund once I submit the documents?
Once we receive and verify the complete documentation (positive test result with required details and your booking info), we will initiate the refund process promptly. The time it takes for the funds to appear in your account depends on your bank or payment provider, but we process it from our end without unnecessary delay.
What if I test positive on the day of the tour?
Please notify us immediately via KakaoTalk, even if it's very early in the morning. As long as you provide the required documentation showing a positive test from that day (or the night before), you will qualify for the full health exception refund. Do not come to the pickup location.
Is travel insurance included in the tour price?
No. As listed in the "Not Included" section of our tour pages, personal travel insurance is not included. We strongly recommend that you purchase separate travel insurance for comprehensive coverage against illness, trip interruption, baggage loss, and other unforeseen events.