Official Policy Document

Terms of Service

Last Updated: September 2026 | Effective for all independent homestays, resorts, and tourist reservations in San Agustin, Surigao del Sur.

1. Acceptance of Terms

By accessing, browsing, or creating a reservation through the Panaw platform, you acknowledge that you have read, understood, and agree to be legally bound by these Terms of Service, along with our Privacy Policy, Cookie Policy, and Eco-Tourism Guidelines. If you do not accept these terms, you must refrain from using the platform.

2. Reservation and Downpayment Policy

To ensure fair allocation of accommodations and island-hopping services in Bretania, all reservations are governed by the following rules:

  • Mandatory Downpayment: Once a property host accepts your booking request, a downpayment of the total accommodation fee must be remitted via GCash within 24 hours to secure the reservation dates. The exact percentage is specified by the host and shown before booking.
  • Receipt Submission: Tourists must provide a valid GCash transaction reference number and screenshot proof of payment through their portal.
  • Verification & Confirmation: The platform administration and host verify payment legitimacy before issuing an official Digital Boarding Pass with a scannable QR code.
  • Remaining Balance: The remaining balance, along with any optional addon services, is payable directly to the property upon check-in.

3. Cancellation and Refund Policy

Reservations are managed in accordance with platform fairness standards and each property's designated cancellation policy (Standard, Flexible, or Non-Refundable). For properties on the Standard Policy:

Full Refund (7 or More Days Prior): 100% refund of the room/addon deposit if cancelled 7 or more days before the scheduled check-in date. Booking service fees are non-refundable on guest cancellation.
Partial Refund (3 to Under 7 Days Prior): 50% refund of the deposit amount if cancelled between 3 days and under 7 days before check-in.
Non-Refundable (Under 3 Days or No-Show): Cancellations made under 3 days before check-in or guest no-shows are strictly non-refundable to compensate operators for reserved room inventory.
Convenience Fee Policy: Convenience fee: non-refundable on guest cancellation. In cases of host cancellation or force majeure, the fee is always refunded 100%.
Force Majeure & Maritime Gale Warnings: If boat trips or tourist operations are halted due to Philippine Coast Guard gale warnings, severe weather, or government travel restrictions, guests receive a 100% full refund (including convenience fee) or may reschedule without penalty.

Properties operating under Flexible Policy offer 100% refund up to 3 days before check-in. Properties operating under Non-Refundable Policy are non-refundable upon guest cancellation.

4. Guest Check-in and Boarding Pass

Guests must present their official Panaw Boarding Pass upon arrival at their accommodation or boat dispatch terminal. The pass can be displayed from your mobile device or saved to your device camera roll for offline presentation. Check-in is generally at 2:00 PM, and check-out is by 12:00 PM noon, unless special arrangements have been approved by the host.

5. Property Host and Operator Standards

All homestay and resort listings featured on the platform operate independently. Hosts agree to honor all confirmed bookings, provide clean and secure facilities, and comply with standard sanitary and environmental guidelines.

6. Platform Limitation of Liability

The Panaw web application functions as a reservation and dispatch platform. While Panaw verifies operator listings, individual properties are operated independently. Guests are advised to exercise reasonable care during island-hopping and aquatic activities.

Contact and Inquiries

For questions regarding these terms, please contact Panaw Support at support@bpanaw.com.