Refund Policy

1. Overview

This Refund Policy applies to all online bookings made through our website. Payments are processed by Stripe. Your card statement may show a short descriptor such as "TWILIGHT SEA CANOE" (exact wording depends on your bank).

2. Standard Cancellation & Refund

2.1 More Than 24 Hours Before Tour

• Refund: Full refund minus 5% processing fee
• Processing Time: 5-10 business days
• How to Cancel: Email info@twilightseacanoe.com with your booking reference

2.2 Less Than 24 Hours Before Tour

• Refund: No refund available
• Alternative: You may reschedule to another date (subject to availability)

2.3 No-Show

• Refund: No refund under any circumstances
• Missing the scheduled pick-up time without prior notification is considered a no-show

3. Medical & Emergency Cancellations

We understand that emergencies happen. For cancellations due to medical emergencies or accidents:

• A valid medical certificate is required
• The certificate must be dated and clearly state the condition preventing participation
• Submit the certificate to info@twilightseacanoe.com within 7 days
• Refund will be processed minus the 5% processing fee

4. Cancellation by Twilight Sea Canoe

In rare cases, we may need to cancel tours due to:

• Severe weather conditions (heavy storms, rough seas, dangerous marine conditions)
• Safety concerns or vessel issues
• Natural disasters or unforeseen circumstances

In such cases, you will receive:

• Option 1: Full refund (no processing fee deducted)
• Option 2: Reschedule to another date at no additional cost

5. Third-Party Bookings

If you purchased tickets through a third-party distributor, travel agent, or online travel agency (OTA):

• Their cancellation and refund policies apply, not ours
• Please contact the original point of purchase for refund requests
• We cannot process refunds for bookings not made directly through our website

6. Partial Refunds

Partial refunds may be issued in the following situations:

• Reducing the number of guests (24+ hours notice required)
• Tour partially completed due to weather interruption (at our discretion)

All partial refunds are subject to the 5% processing fee on the refunded amount.

7. Refund Process

7.1 How to Request a Refund

1. Email info@twilightseacanoe.com with:
   • Your booking reference number (TSC-XXXXXX)
   • Reason for cancellation
   • Medical certificate (if applicable)
2. You will receive a confirmation email within 24 hours
3. Approved refunds are processed within 5-10 business days

7.2 Refund Method

Refunds are issued to the original payment method used for the booking. We cannot refund to a different card or payment method.

• Credit/Debit Cards: 5-10 business days (may vary by bank)
• The refund may appear as a credit from "STRIPE" or a descriptor similar to your original charge

8. Non-Refundable Items

The following are non-refundable:

• Private transfer upgrades (once confirmed)
• Special promotional or discounted bookings (unless otherwise stated)
• Gift vouchers (may be transferred to another person)

9. Disputes

If you believe your refund request was incorrectly denied or you have not received your refund within the stated timeframe:

1. Contact us at info@twilightseacanoe.com with your booking reference
2. We will investigate and respond within 3 business days
3. If the issue remains unresolved, you may contact your bank or card issuer

10. Contact Information

For card or charge questions, you can also contact your bank or Stripe support with your payment receipt.