Terms of service

Last updated: September 2026

TERMS AND CONDITIONS

The purchase of any service offered by Keelooma (along with its affiliates, owners, officers, agents and employees) creates a contractual relationship between Keelooma and you the customer/participant in the service provided by Keelooma (for and on behalf of yourself and all other customers/participants for whom you are purchasing the service, herein referred to as the "Adventurer(s)," "you" or "your"), and represents your acceptance of the terms and conditions of your service set out below. Please read the information carefully. In order for your reservation/booking to be completed, you must indicate you accept the Terms and Conditions by checking the appropriate box when paying, or, for any offline payment, by signing and returning the Keelooma Terms and Conditions sent to you.

PAYMENTS

A deposit of fifty percent (50%) of the total fare is required at the time of booking in order to secure your place on our voyages/island stay.

The remaining fifty percent (50%) balance is payable in cash at the Keelooma office in Coron or El Nido prior to departure. Payment of the balance must be completed before boarding, and Keelooma may refuse boarding, with no refund of the deposit, where the balance has not been settled by the scheduled departure time

Balance payments are quoted and accepted in Philippine Pesos. Please note that ATM availability in El Nido and Coron can be limited and, at times, unreliable; Adventurers are strongly advised to withdraw sufficient cash before travelling to the departure point.

BOOKING CONFIRMATION

When booking online, you will also receive an email containing the details of your booking as well as your unique order number.

CANCELLATION BY KEELOOMA

Keelooma reserves the right to cancel any booking or change any service prior to departure. For any affected Adventurer on any cancelled voyage/island stay, Keelooma will offer the Adventurer an alternative trip to rebook on. If the Adventurer is not able to participate in the alternative trip, Keelooma will refund within 30 days to any Adventurer any payment made to Keelooma without further obligations on our part. Keelooma's liability in such circumstances is limited to the amount actually paid and excludes any indirect, incidental, or consequential damages, including lost income, unused connecting travel arrangements, or opportunity costs. Keelooma will not be responsible for the cost of any additional travel arrangement or any other items not purchased through Keelooma.

If you wish to cancel your trip or reduce the number of booked adventures, cancellation fees apply as set out in the Cancellation and Refund Policy below.

CANCELLATION AND REFUND POLICY

All requests for cancellation must be received in writing by email to info@keelooma.com and cannot be made over the telephone. Any refund due will be made directly to the method of payment used at the time of booking.

Cancellation timelines are based on the original departure date of the first confirmed booking. Rebooking does not reset or extend the cancellation period, except as provided under the Rebooking section below. Departure time is defined as 8:00 AM on the scheduled day of the original booking.

• Seven (7) days or more before the original departure date: full refund of deposit, less a PHP 1,000.00 administrative fee per person.
• Seventy-two (72) hours to seven (7) days before the original departure date: 50% refund of deposit, less a PHP 1,000.00 administrative fee per person.
• Twenty-four (24) to seventy-two (72) hours before the original departure date: 25% refund of deposit, less a PHP 1,000.00 administrative fee per person.
• Less than twenty-four (24) hours before the original departure date, or no-show: no refund.

In the event of trip cancellation due to bad weather as officially advised by the Philippine Coast Guard, guests will be offered, at Keelooma's option, either free rebooking to another available date or a travel credit of equal value valid for twelve (12) months; a cash refund of the deposit will instead be provided where rebooking or credit is not reasonably practicable. Any such cash refund will be processed to the original method of payment used at the time of booking within three (3) to five (5) business days of Keelooma confirming the refund with the Adventurer. The time taken for refunded funds to appear in the Adventurer's account thereafter depends on the Adventurer's bank, card issuer, or payment provider and is outside Keelooma's control.

Notwithstanding the above, Keelooma may, at its sole discretion, grant an exception to this policy in cases of documented medical emergency, hospitalization, or death of an immediate family member. Supporting documentation (e.g., medical certificate, death certificate) must be submitted together with the cancellation request. Approval of any exception is not guaranteed and is evaluated on a case-by-case basis.

REBOOKING

Rebooking is permitted up to twenty-four (24) hours prior to the original scheduled departure time (8:00 AM on the original departure date), subject to availability.

The first rebooking is free of charge. Any subsequent rebooking will incur an administrative fee of PHP 1,000.00 per guest, per rebooking.

Rebooking to a later date does not reset or extend the original cancellation timeline.

If a confirmed trip is rebooked to an earlier date, the cancellation period will instead follow the new departure date.

Rebooking for fewer guests than originally booked will be treated as a cancellation for the reduced number of guests, and the applicable cancellation charges under the Cancellation and Refund Policy will apply.

CHANGES

Keelooma Voyages/Island Stay are planned in advance of departure. Occasionally, we have to make changes both before and after bookings have been confirmed. Keelooma reserves the right to change any service prior to departure or after departure without compensation or refund; including changes in accommodation, the boat, and the voyage/island stay itself.

If the voyage/island stay is interrupted, changed, delayed or prevented from proceeding by: act of God; perils of the seas, harbors, or any other navigable waters; act of government or any ruling authority (including Coast Guard); collision; stranding; fire; faults or errors in navigation or management of the vessel/island camp; fuel shortage; war; hostilities; seizure of vessel/island camp; riots; labor shortages or stoppages; or any other causes beyond Keelooma's responsibility or control, Keelooma has the right, in its sole discretion, to terminate the voyage/island stay and land the Adventurer at any port or place where the boat may call at or be. In such event, the booking shall be considered to have been fully performed as if the voyage/island stay were completed, and the responsibility of Keelooma shall cease without any liability on the part of Keelooma to refund any part of the booking; provided, however, that in the event sea travel is officially cancelled by the Philippine Coast Guard or other government authority prior to departure, the refund provisions set out under Cancellation and Refund Policy above shall apply instead; and provided, further, that where the voyage is terminated solely because of a mechanical or navigational fault attributable to Keelooma's own vessel or crew, as opposed to weather, government action, or another cause beyond Keelooma's control, Keelooma shall provide the affected Adventurers a pro-rated refund for the unused portion of the voyage or, at the Adventurer's option, rebooking on the next available departure at no additional cost.

Adventurers have no right to any refund or other compensation in the event of itinerary changes, except where such compensation is expressly required under Philippine law that cannot lawfully be excluded or limited.

ADVENTURE RISKS & YOUR SAFETY

Your safety is our top priority, and our crew is trained to guide you through every part of the experience. As with any island and sea adventure, some risks are simply part of the experience — here's what you should know.

The Adventurer acknowledges that island expeditions, boat travel, and related activities offered by Keelooma involve inherent risks, including but not limited to rough seas and sea sickness, sun and heat exposure, marine life encounters, and slips and falls on boats or uneven terrain. The Adventurer voluntarily assumes these risks and agrees to follow all safety instructions given by Keelooma's crew and staff.

Except in cases of gross negligence, fraud, or willful misconduct on the part of Keelooma, its officers, agents, or employees, Keelooma shall not be liable for personal injury, illness, death, or loss of or damage to personal property arising from participation in the expedition.

As a condition of participation, all Adventurers are required to read and sign Keelooma's Waiver of Liability and Assumption of Risk prior to departure. Participation in the expedition constitutes acknowledgment that the Adventurer has read, understood, and agreed to the terms of that waiver. Nothing in this clause or in that waiver limits any right the Adventurer may have under Philippine law that cannot lawfully be waived.

HEALTH AND FITNESS TO TRAVEL

The Adventurer warrants that they, and every person included in their booking, are medically, physically, and mentally fit to participate in the voyage or island stay, and that such participation will not endanger the Adventurer or any other person. Keelooma may, based on a genuine, individualized safety assessment, decline to accept or may remove from a voyage any Adventurer whose condition may seriously endanger the health or safety of the Adventurer or any other person on board, having regard to sea conditions, boarding and disembarkation logistics, and the limited availability of onboard medical facilities. Keelooma will not categorically exclude any Adventurer on the basis of disability, age, or pregnancy alone; any such decision will be based on an individualized assessment of genuine safety risk. Adventurers with known medical conditions, mobility needs, or dietary restrictions are encouraged to disclose these to Keelooma prior to booking so that Keelooma can advise whether they can reasonably be accommodated.

CODE OF CONDUCT AND AUTHORITY OF THE BOAT CAPTAIN/CREW

At all times, unsafe, abusive, offensive, illegal, or disruptive behavior is prohibited, including but not limited to endangering the safety of any person, interfering with the crew's duties or with the vessel's navigation or safety equipment, and conduct under the influence of alcohol or drugs that poses a safety risk. Consistent with the authority of a vessel's captain recognized under the Philippine Code of Commerce, the captain or crew in charge of any Keelooma vessel may, where reasonably necessary for the safety of persons or the vessel, refuse to embark, disembark, or otherwise restrict the participation of any Adventurer whose conduct presents a safety risk. No refund or compensation will be due to an Adventurer removed or refused boarding under this clause. The Adventurer agrees to indemnify and hold Keelooma harmless for any loss, damage, fine, or expense that Keelooma incurs as a result of the Adventurer's breach of this clause, including damage to Keelooma's vessels or equipment, injury to third parties, and damage to protected marine or island environments caused by the Adventurer's actions.

COMPREHENSIVE TRAVEL INSURANCE

Keelooma requires that you and all members of your party have comprehensive travel insurance coverage. Keelooma requires that you have adequate medical coverage prior to embarkation. The travel insurance policy should also cover trip cancellation insurance, trip delay, interruption or after-departure coverage, baggage, and repatriation. Guests must, upon request, provide proof of such coverage prior to embarkation, and Keelooma is not responsible for any cost, loss, or expense that adequate travel insurance would have covered.

 

LIMITATION OF LIABILITY

Except as otherwise provided in the Adventure Risks & Your Safety section above, and to the maximum extent permitted by Philippine law, Keelooma's total liability to an Adventurer for any claim arising out of or in connection with a booking, however arising, shall not exceed the total amount paid by that Adventurer to Keelooma for the voyage or island stay giving rise to the claim. Keelooma shall not be liable for loss of, damage to, or theft of baggage or personal belongings beyond PHP 10,000.00 per Adventurer, unless a higher value is declared in writing and accepted by Keelooma prior to departure. This limitation extends to Keelooma's officers, employees, agents, and subcontractors (including boat operators, van operators, guides, and partner hotels or resorts), each of whom may rely on it as if named directly in this clause. Keelooma is not responsible for the acts or omissions of independent third-party service providers except to the extent required by Philippine law. Nothing in this clause excludes or limits any liability, or any right of the Adventurer, that cannot lawfully be excluded or limited under Philippine law.

 

PERSONAL BELONGINGS LEFT BEHIND

Keelooma is not liable for personal belongings left behind by an Adventurer on any vessel, at any camp, or at any site visited during the voyage or island stay. This section is in addition to, and does not limit, the Limitation of Liability section above. As a courtesy only, and without accepting any obligation to do so, Keelooma will assist in recovering and returning left-behind items on the following terms.

1. Reporting. A left-behind item must be reported in writing to info@keelooma.com within seven (7) days of the end of the voyage or island stay, giving a description of the item, the location where the Adventurer believes it was left, and the voyage date and booking number. Keelooma will make reasonable efforts to locate the item. Recovery is not guaranteed, and items left on beaches, at anchorages, or at sites not under Keelooma’s control frequently cannot be recovered.
2. Routine recovery. Where an item is located at a camp or site served by Keelooma, Keelooma will recover it on its next regularly scheduled voyage to that location at no recovery charge.
3. Special retrieval. Where the Adventurer requests retrieval of an item ahead of the next scheduled voyage, a special retrieval fee applies to cover fuel, crew, and vessel costs. The fee is quoted on a case-by-case basis and confirmed with the Adventurer before Keelooma acts, from a minimum of PHP [1,500.00], plus applicable taxes. Special retrieval is subject to vessel availability, weather, and Philippine Coast Guard clearance, and may be declined.
4. Storage and items not held. Recovered items are stored in island and coastal conditions of high heat, humidity, and salt exposure, and Keelooma is not liable for deterioration, damage, or loss of items in storage. For hygiene, safety, and storage reasons, Keelooma does not hold or return food and perishables; opened liquids, toiletries, cosmetics, and sunscreen; medication; wet, soiled, or damaged clothing; snorkels and mouthpieces; or lowvalue single items such as flip-flops, water bottles, and single garments. Such items are disposed of on recovery.
5. Cash, documents, and valuables. Cash, bank cards, passports, and other identity or travel documents are held under Keelooma’s secure-custody procedure and are not sent by courier. Keelooma will contact the Adventurer to arrange collection in person, through the Adventurer’s embassy or consulate, or through a documented representative.
6. Shipping. Once recovered, an item is shipped to the Adventurer at the Adventurer’s expense at the actual courier rate, plus a handling fee of PHP [500.00]. Keelooma will provide a cost estimate before shipment, and all fees must be settled in full before Keelooma ships the item. Shipping is at the Adventurer’s risk: Keelooma is not liable for loss, damage, customs seizure, duties, or delay in transit, and some items may not be deliverable to the Adventurer’s destination.
7. Unclaimed items. Where the Adventurer does not respond, or fees remain unpaid, within [sixty (60)] days of the date of Keelooma’s first notification to the email address on the booking, the item is deemed abandoned. Keelooma may then dispose of, donate, or recycle the item at its discretion, with no further liability or obligation to the Adventurer. Devices capable of storing personal data are securely wiped or destroyed before disposal, in accordance with the Data Privacy Act of 2012 (Republic Act No. 10173).

 

PHOTOGRAPHY, VIDEO & MEDIA CONSENT

Keelooma or its representatives may take photographs and video recordings of Adventurers during the voyage or island stay for Keelooma's marketing and promotional purposes, including on its website and social media channels. By participating, the Adventurer consents to this use in accordance with the Data Privacy Act of 2012 (Republic Act No. 10173). An Adventurer who does not wish to be photographed or recorded may notify Keelooma staff at any time, and may withdraw consent already given, by writing to info@keelooma.com; Keelooma will make reasonable efforts to honor such requests going forward, including by refraining from further use of identifiable images where reasonably practicable. Adventurers may not use photographs, video, or audio recordings of other guests or crew for any commercial purpose without that person's consent.

 

GOVERNING LAW; DISPUTE RESOLUTION

These Terms and Conditions are governed by the laws of the Republic of the Philippines. Any dispute arising out of or relating to a booking shall, where practicable, first be raised with Keelooma at info@keelooma.com for informal resolution. Any claim must be notified to Keelooma in writing within six (6) months of the event giving rise to it, and any suit must be filed within one (1) year of that event, except where a shorter or longer period is required by applicable Philippine law. Subject to the foregoing, any suit shall be brought exclusively in the proper courts of Palawan, Philippines, without prejudice to any venue that Philippine law does not permit the parties to waive.

 

SEVERABILITY; ENTIRE AGREEMENT; NON-TRANSFERABILITY

If any provision of these Terms and Conditions is held invalid, illegal, or unenforceable by a court or competent authority, that provision shall be enforced to the maximum extent permitted, and the remaining provisions shall continue in full force and effect. These Terms and Conditions, together with the booking confirmation issued to the Adventurer, constitute the entire agreement between the Adventurer and Keelooma regarding the voyage or island stay, and supersede any prior written or oral representations, except that where a booking is made through a travel agent or online travel agency, that agent is the Adventurer's agent and not Keelooma's, and Keelooma is not responsible for any representation made by that agent. A booking may not be transferred or assigned to another person without Keelooma's prior written consent.