SUN HOUSE RAWAI Terms & Conditions

1. The Company

Your direct reservation is with SUN HOUSE RAWAI CO., LTD. (บริษัท ซัน เฮาส์ ราไวย์ จำกัด), company registration number 0835550003441, trading under the accommodation name SUN HOUSE RAWAI. The Company's registered office is 82/14 Moo 2, Rawai Subdistrict, Mueang Phuket District, Phuket 83130, Thailand.

In these Terms, “SUN HOUSE RAWAI”, “the Company”, “we”, “us” and “our” mean SUN HOUSE RAWAI CO., LTD. “You” means the person making the reservation and, for rules concerning the stay, the guests in that reservation. We call the person making the reservation the lead guest.

Our direct website is https://sunhouserawai.com. The registered office identifies the Company's legal address. It does not identify the guest arrival entrance. Contact us for arrival information if you need it. For reservation questions, write to contact@sunhouserawai.com and include your booking reference.

2. Your booking agreement

These Terms govern accommodation and related services that you reserve through the SUN HOUSE RAWAI direct website. Your agreement comprises these Terms, the stay and total you accept before payment, our Booking Confirmation and any later change that we agree with you in writing. The Booking Confirmation identifies your confirmed dates, accommodation, party size, selected services and price.

A private-use enquiry or a request for a quote does not confirm a reservation. We agree the scope and price of a private-use booking through its own quote and confirmation. Bookings through another channel may have the conditions that the channel presents to you.

Please keep your Booking Confirmation and later agreed changes. Ask us about a discrepancy before relying on an arrangement that does not match your confirmation.

3. Eligibility and booking information

The lead guest must be at least 18 years old and authorised to arrange the stay for the accompanying guests. Each reservation must include at least one adult. Adults accompanying children must take responsibility for their supervision during the stay.

Provide accurate names, email, telephone number, dates, guest numbers and selections. Review those details before payment and tell us about an error or a material change. Use an email address you can access, because we send reservation information there.

You may not resell a reservation or arrange an unauthorised commercial transfer. Contact us before changing the lead guest or the people who will stay. We may request identity information reasonably needed to verify a booking, register guests or meet an applicable legal requirement.

4. Making and confirming a reservation

Availability can change before we confirm your reservation. We may hold accommodation for a short period while you complete payment. A temporary hold does not confirm a stay; after it expires, we may offer the accommodation to someone else.

Before paying, review your dates, accommodation, number of rooms, party size, optional VIP Experience, selected activities and total. The direct website collects the full displayed booking amount. We confirm your reservation after the payment and booking process succeeds and we issue a Booking Confirmation. An unpaid booking reference, payment authorisation or payment screen alone does not confirm accommodation.

If we receive money but an exceptional payment or availability problem prevents confirmation, we will investigate, contact you and arrange the remedy due, including a return of money where appropriate. We will seek your agreement before substituting a different accommodation type.

5. Accommodation and minimum stay

The minimum direct-booking stay is seven nights. You can request Standard Rooms or one Suite with Standard Rooms if you need additional rooms. Standard Rooms and the Suite include breakfast and room cleaning.

We assign the physical rooms. Selecting Standard Room or Suite does not reserve a particular room number. Your confirmation identifies the accommodation and number of rooms we agree to provide. Ask us about a specific need before booking rather than assuming that a photograph or general description confirms an arrangement for your party.

6. Room capacity and overnight occupants

Each room accommodates a maximum of two people, including adults, children and infants. A baby counts towards that limit. Reserve enough rooms for your whole party and tell us before arrival if the number of guests changes.

You must not allow unregistered people to become overnight occupants in a way that breaches the booked room capacity. If your party exceeds the confirmed capacity, we may require a correction and payment for additional accommodation where available. If we cannot provide sufficient accommodation, we may refuse excess occupancy.

Bringing more people than you booked does not create an automatic right to a refund. We will assess any financial consequence under these Terms, the agreed booking and applicable law. We do not impose an automatic forfeiture of all payments for an occupancy discrepancy.

7. Prices and currency

We display direct-booking prices in Thai baht (THB). The total you accept before payment is the agreed price for the selected accommodation and services. We will not add an undisclosed mandatory charge for that selection after checkout.

A later public catalogue price change does not reprice unchanged parts of your confirmed reservation. A new request, such as an extension or an additional room, can have a different price as explained in section 11. We will tell you the amount before you agree to the change.

Additional purchases during your stay are separate unless your confirmation includes them. We identify the amount and purpose of a charge before asking you to pay it. We do not use these Terms to authorise undisclosed charges to your payment method.

8. Paying for your reservation

The direct website requires full payment of the displayed amount. It does not offer a deposit arrangement. Stripe processes online payments; the available methods can depend on your device, country and payment eligibility. We do not receive or store your complete card number or card security code.

Opening a payment link or starting a payment does not prove that we received the money. A failed or expired payment leaves an attempt unconfirmed unless we resolve the issue and issue a Booking Confirmation. Contact us if the payment result and the reservation information appear inconsistent.

We record the payment information needed to administer the reservation and make a receipt or invoice available when the relevant issuer has issued one. We record an agreed in-person or other manual payment apart from the online checkout.

9. Additional payments and purchases

An agreed change, additional night, additional accommodation, separate service or correction to a booking balance may require a further payment. We will identify its reason and amount and may send a secure Payment Request. You should check those details before paying and contact us if you do not recognise the request.

Cancelling an unpaid Payment Request does not cancel your accommodation reservation or refund an earlier payment. We withdraw access to the payment action for a cancelled request. If a payment reaches us during withdrawal, we will reconcile it and address any amount due back to you.

Goods, consumption or services you request during your stay and which your booking does not include must be paid for separately. We will identify the charges, itemise them where appropriate and ask you to settle them before departure or under another payment arrangement that we agree.

10. Requesting a booking change

Contact us to request a correction or change to your guest details, dates, room quantity or accommodation. We will assess availability, capacity, the stage of your stay and any limits that apply to the selected services. A request does not change your reservation until we agree the revised details and any price difference with you.

Some changes may require individual approval or a different arrangement after check-in. We do not guarantee that we can extend a stay, move dates or provide a different room type. Do not rely on a requested change until we confirm it.

Correcting contact details, an eligible approximate arrival time or flight information does not reprice the booking by itself. A request to add, remove or change VIP Experience after confirmation needs our agreement. Changing travel information does not create a right to cancel or reprice the package.

11. Pricing an agreed change

For commercial accommodation changes we can accept before the stay, we retain the original agreed price of unchanged components. We value removed nights or accommodation at their agreed booking value. We quote added nights or accommodation at the applicable current price when we agree the change.

We will present the revised details and amount before you accept them. A positive difference requires an additional payment where applicable, for which we may issue a Payment Request. A negative difference identifies a potential financial adjustment; it does not mean that we have already returned money or that the entire difference is refundable.

Sections 12 and 13, any agreed service-specific conditions and mandatory law determine any actual refund. We record an agreed amendment without silently rewriting the price of the unchanged stay.

12. Cancellation before check-in

Tell us at contact@sunhouserawai.com if you wish to cancel. Include your booking reference and the email used for the reservation so we can verify your request. We use the time at which we receive the cancellation request to determine the applicable tier.

The following schedule applies to the eligible booking amount defined in section 13:

• At least 30 full days before scheduled check-in: 100% of the eligible booking amount is refundable.
• Less than 30 full days but at least 15 full days before scheduled check-in: 50% of the eligible booking amount is refundable.
• Less than 15 full days before scheduled check-in: the eligible booking amount is non-refundable.

We calculate both deadlines from 14:00 on your confirmed check-in date in Phuket local time (Asia/Bangkok). A request received exactly 30 full days before that time qualifies for the 100% tier. A request received exactly 15 full days before that time qualifies for the 50% tier.

We will tell you the effect of cancellation on your stay and the amount due back under the applicable condition. Cancellation ends the accommodation reservation and allows us to release the accommodation. A refund is the separate financial return that we process afterwards; cancelling does not mean that money has already reached your account. Mandatory remedies remain available, and we may agree to a more favourable exception in writing.

13. Refund scope and processing

13.1 Eligible booking amount

The eligible booking amount is the money paid for accommodation and VIP Experience, if selected, that falls within the booking cancellation condition, according to your agreed booking total. The same schedule applies to the accommodation and VIP as one booked package. Included activities have no separately refundable cash value.

Later purchases or services with their own agreed terms do not enter the original cancellation amount merely because we collect payment through another link. We will assess an accommodation amendment within the reservation it changes and a distinct purchase under its agreed conditions. We do not treat all later payments as automatically excluded from the booking cancellation rule.

13.2 Returning money

An approved refund can be full or partial. We calculate the return against the money received and the applicable booking condition. We do not promise to return more than the amount paid for the relevant obligation.

We process online refunds against the payment they reverse where the payment provider permits it. If that method cannot receive the refund, we will work with you on another lawful arrangement. We record an offline return separately. A pending or failed refund is not a completed return of money.

We will inform you when we initiate an approved refund and when the provider confirms completion. Your bank, card issuer or payment provider determines when you can see the money in your account. We do not promise a particular posting date that those institutions control.

14. No-show

If you fail to arrive for your booked stay and have not agreed an alternative arrival arrangement with us, we may treat the booking as a no-show. Contact us if you expect a delay or a later arrival so that we can consider the arrangement with you.

A no-show is non-refundable. After we treat a booking as a no-show, we may make its accommodation available to other guests. A later arrival does not guarantee access to rooms that we have released. Mandatory legal remedies and an exception that we agree in writing remain available.

15. Shortening a stay and early departure

Ask us before shortening a future stay. We will review the requested change, the booking value and the applicable cancellation condition. A reduction in the number of nights does not establish a refund apart from the conditions governing that reservation.

After you check in, voluntarily unused nights following an early departure are normally non-refundable. Leaving the property or checking out early does not recalculate the original price or create cash credit. We may agree otherwise in writing; mandatory law and any remedy due because we cannot provide the agreed accommodation or service remain applicable.

We process any approved return as a separate refund. An agreement to change your departure date does not itself prove that we returned money.

16. Arrival and departure

Check-in begins at 14:00 and check-out is by 12:00, in Phuket local time (Asia/Bangkok). An approximate arrival time helps us plan; it does not override the check-in time or guarantee that your room will be ready earlier.

Early check-in and late check-out require prior agreement and depend on availability. If a charge applies, we will communicate the amount and obtain your agreement before charging it. Your booking does not guarantee use of accommodation or additional facilities beyond the agreed departure arrangement.

Please provide identification and information reasonably required for your stay and applicable registration requirements. Tell us if you expect to arrive late or need arrival information. For VIP airport pickup, give us the final HKT flight details rather than an estimated arrival time at the property.

17. Children and minors

A responsible adult must accompany minors and provide supervision appropriate to their age and the circumstances. The lead guest must ensure that accompanying adults understand the capacity and safety rules. Children and infants count towards room occupancy as explained in section 6.

Adults must actively supervise minors around hazards and shared facilities. The pool requires active, continuous supervision under section 20. Do not assume that staff or another guest has taken responsibility for a child. These supervision duties do not remove the Company's own responsibilities under applicable law.

18. House rules and smoking

Respect other guests, neighbours, staff and the property. Keep noise reasonable, keep access routes clear and use shared spaces for their intended purpose. Follow reasonable staff instructions concerning safety and prevention of damage. Do not engage in illegal conduct, harassment, threats, violence or dangerous behaviour.

Guest rooms and indoor accommodation areas are non-smoking. Smoking is permitted only in an area that we expressly designate for that purpose, if any, and subject to applicable law. We do not impose a fixed smoking penalty through these Terms; reasonable cleaning or damage costs fall under section 19.

Visitors must respect the same conduct and safety rules as staying guests. You are responsible for explaining those rules to anyone you invite and for their conduct where it falls under your responsibility. A daytime visit does not authorise overnight occupancy or use that exceeds the confirmed capacity or disrupts other guests.

You must not introduce overnight occupants who breach the agreed capacity. For serious conduct that creates an immediate risk, we may restrict access or end a stay where lawful and proportionate. We will assess the circumstances and any payment consequence under the booking agreement and applicable law, rather than retain all money as an automatic penalty.

19. Damage and exceptional cleaning

Report breakage, loss of property belonging to us or an unsafe condition as soon as you discover it. You may be responsible for damage caused by your deliberate, negligent or reckless conduct or by someone under your responsibility. Ordinary wear and ordinary room cleaning do not count as damage.

We base a claim on reasonable, evidenced repair, replacement or exceptional cleaning costs. This can include cleaning needed after prohibited smoking. We will explain the basis and amount of a claim so that you can discuss it with us. We do not use these Terms to impose arbitrary automatic penalties.

We may request payment for a validated charge through the normal payment process. These Terms do not authorise us to debit a stored card for an undisclosed amount.

20. Swimming pool and safety

20.1 Adult supervision

The property has a swimming pool. No lifeguard is on duty. Staff do not provide continuous pool supervision. A responsible adult must actively and continuously supervise every child or minor using or near the pool. The adult must remain attentive and close enough to intervene immediately.

Supervision includes watching a child at the pool edge, not only while swimming. Do not leave a minor with another guest or assume a member of staff is watching them without an agreed responsible adult taking over. Accompanying adults must provide suitable supervision elsewhere on the property as well.

20.2 Safe use and temporary closures

Walk around wet pool edges. Do not run, push, engage in reckless play or dive where unsafe. Do not use the pool if alcohol, drugs, medication or another condition materially impairs your ability to use it safely. Follow posted safety and depth instructions. Keep glass and dangerous objects away from the pool area and follow staff directions about their removal.

We may close or restrict access to the pool for maintenance, weather, contamination, an emergency or a safety concern. Report a hazard or injury to staff and seek emergency assistance when necessary. Keep exits clear and follow emergency instructions. Do not interfere with safety equipment or attempt repairs to building or electrical systems.

The supervision and conduct rules do not excuse the Company from duties that Thai law places on it. We remain responsible for our own obligations, including responsibilities that we cannot lawfully exclude for premises safety, injury or health damage.

20.3 Illness and emergencies

If someone is seriously ill or injured, seek appropriate emergency assistance without waiting for a reservation response. Notify staff when you can so that we can assist within our ability. We do not provide medical diagnosis or treatment, and this does not promise continuous medical or emergency staffing. Tell us about a safety hazard promptly and follow evacuation or emergency directions.

21. Guest belongings and lost property

Take reasonable care of your belongings and tell staff about a loss or damage as soon as you discover it so that we can investigate. Ask us before relying on a safekeeping arrangement. These Terms do not promise an in-room safe or a custody facility.

We assess responsibility for guest property under applicable Thai law, including the rules concerning innkeepers or similar accommodation providers where they apply. We do not reject responsibility for a loss solely because an item was in a guest room or because a notice states that we accept no responsibility.

If you leave an item behind, contact us with enough detail to identify it. We can discuss collection or delivery if we locate it, including proof of ownership and any agreed shipping cost. We do not promise indefinite storage or a particular lost-property retention period through these Terms.

22. VIP Experience

VIP Experience is an optional package for your stay. Your confirmation identifies the accommodation, VIP inclusion, activity entitlement, selections and agreed total. We apply the weekly package structure quoted for that booking; VIP is not a separate room type.

A confirmed booking keeps its agreed benefits rather than changing because we later update the public catalogue. Activities depend on the confirmed entitlement and the conditions in section 23. Included activity selections are services, not cash credit. We do not assign a separately refundable price to an included activity that we did not sell separately.

Changes to VIP, dates or the composition of a VIP booking require our agreement. Providing or correcting flight details does not change the package price or create a right to remove it. The cancellation schedule in sections 12 and 13 covers VIP when it forms part of the agreed booking amount.

23. Activities

Activities may involve external providers. Follow the safety and participation instructions that apply to the activity. Tell us or the relevant provider about health or mobility issues necessary to assess safe participation, and provide only information relevant to that purpose.

Weather, sea conditions, official restrictions, provider disruption, participant suitability or another genuine safety concern may prevent an activity from proceeding as planned. We may reschedule it, substitute a reasonably comparable option or consider another appropriate remedy according to the circumstances. We will communicate a material change when practicable and will not require an unsafe activity to proceed.

We do not guarantee activity availability or weather conditions. An unused included activity does not automatically create cash credit or a separate refund. We assess a cancelled service under the booking agreement, any separate arrangement and mandatory law. An outside provider's involvement does not remove responsibility for our own obligations or a right you have under applicable law.

24. VIP Airport Pickup

VIP Airport Pickup concerns arrival at Phuket International Airport (HKT). Give us the number of the final flight landing at HKT, its landing date and scheduled landing time in Phuket local time. You can also provide the airline. If your journey has a connection, give us the final HKT leg rather than the earlier flight.

You may book before those details are known, then provide them when available. You can supply or correct flight information through the private reservation link we send or contact us for assistance. Tell us about delays, changes or cancellations when you can.

Providing flight information helps us plan the transfer. It does not, by itself, confirm that a driver has been assigned or dispatched. Follow the pickup instructions communicated for your reservation and contact us if you cannot locate the meeting point or your travel plans change.

Missing or incorrect information, airport procedures and disrupted flights can affect the pickup. We will assess a practical solution and any financial consequence under the booking agreement, our communications and applicable law. These Terms do not impose a fixed missed-pickup penalty or guarantee a transfer merely because you submitted flight details.

25. Service disruption and responsibility

25.1 Events outside reasonable control

Severe weather, unsafe marine conditions, a natural event, official restrictions, major transport interruption or a utility failure can affect accommodation or a service. We will communicate a material disruption when practicable, take reasonable steps to reduce its effect and consider an alternative or financial remedy appropriate to the affected service, the agreement and Thai law.

We may suspend an unsafe activity or close an unsafe facility. An event outside reasonable control does not excuse negligence or allow us to retain payment for an undelivered service where the agreement or mandatory law requires a return. If we cannot provide the confirmed accommodation, we will seek a reasonable solution with you rather than promise a replacement property without your agreement.

25.2 Responsibility of the Company and guests

You remain responsible for your unlawful, negligent or reckless conduct, breach of safety rules and damage you cause. We remain responsible for our own obligations and conduct to the extent required by applicable Thai law.

Nothing in these Terms excludes a responsibility or limits a remedy that Thai law does not permit us to exclude or limit. This includes relevant duties concerning personal injury, health, guest property and consumer protection. We will examine a claim on its facts; these Terms do not create a blanket waiver for the pool, activities or the stay.

26. Privacy and personal data

26.1 Information and purposes

SUN HOUSE RAWAI CO., LTD. is the data controller for the direct reservation service, at the registered address in section 1. We use your name and contact information, booking selections, party size, stay and arrival information, payment transaction records, Terms acceptance records and reservation communications to process and manage the stay, administer payment, respond to requests and meet applicable legal or accounting obligations.

For airport pickup, we use the flight details you provide to plan your arrival and the transfer. We also process access, security and audit information needed to protect private reservation access, prevent fraud and record authorised actions. We do not ask you to supply unrelated health or identity information in ordinary message fields.

Stripe handles payment processing. We receive limited payment information, such as payment status, the card brand and last four digits when supplied. We do not receive or store your complete card number or card security code.

We rely on contract necessity to arrange and perform your reservation, legal obligations for required records, and legitimate interests for proportionate security, fraud prevention, service administration and handling claims, subject to your rights. Where consent is legally required, we seek it separately. Health information is not a routine booking requirement; any necessary processing of sensitive information must have the explicit consent or specific legal exception required by the PDPA.

We cannot complete a reservation without the essential guest, contact and payment information. Approximate arrival time is optional. Flight information is needed to organise an airport pickup, but you can supply it after booking as described in section 24. Tell accompanying guests about relevant use of information you provide on their behalf.

26.2 Service providers and retention

Authorised staff access the information needed for their roles. Our service providers include Stripe for payments, Resend for transactional email and Vercel for website hosting, alongside database and other infrastructure providers. They process information needed to operate the reservation service. A transport or activity provider may need relevant information for a service you selected. We may disclose information when the law requires it or to handle a legal claim.

We retain reservation information while managing the booking and, afterwards, for applicable accounting or legal recordkeeping and the period reasonably necessary to resolve payment issues or claims. Security and service records are retained according to their operational purpose, not indefinitely merely because you booked. The relevant legal duty and any unresolved claim affect the retention period; we do not promise a single deletion date for every record.

Providers may process data outside Thailand. Applicable PDPA transfer requirements apply, including an appropriate legal basis or safeguard where required. This notice does not treat acceptance of the booking Terms as consent to every international transfer. Contact us for information about processing relevant to your reservation.

26.3 Rights and contact

Under Thailand's Personal Data Protection Act (PDPA), you may request access to or correction of your data and exercise other applicable rights, including deletion, restriction, objection, portability or withdrawal of consent where the conditions for that right apply. Legal recordkeeping duties and other statutory exceptions may affect a request. We may need to verify your identity to protect your information.

Write to contact@sunhouserawai.com for a data request or a question about our use of your information. You may also complain to the competent authority under the PDPA through Thailand's Office of the Personal Data Protection Committee. Withdrawal does not invalidate earlier lawful consent-based processing or prevent processing on another applicable lawful basis.

Accepting these Terms acknowledges this privacy information; it does not provide blanket consent to data processing or create consent to optional marketing.

26.4 Cookies and browser storage

The website uses first-party cookies for checkout security and authorised sessions, and local browser storage to retain your booking choices. The Phuket guide uses a first-party identifier to count topic views and record usefulness votes. The checkout-security cookie lasts up to 24 hours and the guide identifier up to 180 days, unless removed earlier. These identifiers are not your booking email or complete payment details.

You can manage cookies and stored site data through your browser. Blocking or deleting them can interrupt security checks, saved booking choices, sign-in or guide voting. Payment providers may use their own cookies or storage when you use their payment interface, subject to their privacy information. We do not treat agreement to these Terms as consent to optional advertising or unrelated tracking.

27. Communications, complaints and governing law

We may send reservation communications to the email supplied for the booking and provide information through your private Reservation Hub. These can concern confirmation, payments, agreed changes, cancellation, refunds and arrival. We may also send a short post-stay invitation to share feedback; it is not an obligation to review us or consent to a marketing newsletter. Keep your booking reference and private link secure. Someone with the link may be able to view booking details or submit permitted updates. Contact us if you believe another person has gained access.

Tell staff about a concern as soon as you reasonably can so that we can address it during your stay. For a written complaint, contact contact@sunhouserawai.com with your booking reference, a description and relevant evidence. We will review the concern and respond with our position and any proposed resolution. Reporting a concern promptly helps us investigate; it does not remove a statutory right or impose a new short claim deadline.

The laws of Thailand govern your direct reservation with SUN HOUSE RAWAI CO., LTD. You retain mandatory consumer rights and access to any competent court, authority or other remedy available under applicable law. Contact-first handling does not prevent you from using those remedies.

28. Electronic acceptance and general provisions

Before payment, we provide access to these Terms and require you to affirm that you have read and agree to them and acknowledge their privacy information. The acceptance box is not pre-selected. Browsing the website alone does not constitute acceptance. We retain the accepted version, text, acceptance time and language with your reservation and its cancellation condition. Contact us if you cannot access the Terms or need clarification before paying.

Future website revisions do not retroactively change the Terms you accepted for a confirmed booking, except where law requires a change or we both agree to an amendment. We record agreed changes in writing, including email or other electronic confirmation. Keep those communications with your booking record.

If a provision is invalid or unenforceable, the remaining provisions continue to the extent that they can operate fairly and lawfully. Mandatory law prevails over an inconsistent term. A delay in exercising a right does not, by itself, waive it. Section headings help navigation and do not change the meaning of the provisions.

Effective date: These Terms take effect for new direct reservations upon publication and acceptance before payment.

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