Effective Date: 10 October 2026
This policy explains how Island Lilly Ltd manages cancellations, refunds and payment disputes for bookings made through our website or with our team.
All cancellations must be submitted in writing to hello@island-lilly.com
The following charges apply based on the date of cancellation relative to the departure date:
Some hotels and villas set stricter cancellation terms, for example over the festive season from 20 December to 8 January. Where this applies, we set out those terms in your proposal before you book, and they take the place of the charges above for that part of your holiday.
If you would prefer to move your dates rather than cancel, we will ask our partners whether this is possible. Any charges they make for the change are passed on to you.
Refunds are not available for unused services or no shows.
If unavoidable and extraordinary circumstances at your destination or in its immediate vicinity, such as official advice against travel or a cyclone, significantly affect your holiday or your journey there, you may cancel before departure without a cancellation charge and receive a full refund of everything you have paid. Where travel can still go ahead later, we will also offer to move your holiday to new dates.
If Island Lilly must cancel a service or package, you will be offered:
No further compensation is due for cancellations caused by events beyond our control.
Payments made by credit card are automatically protected under Section 75 of the Consumer Credit Act 1974, which provides statutory consumer protection for purchases between £100 and £30,000. This protection applies regardless of where the service provider is based.
Refunds may be issued for:
Requests will be reviewed within five working days.
If a hotel, activity or transfer provider cancels a confirmed service, we will refund the affected portion or offer an alternative option.
If your payment fails, you will see an on-screen message informing you that the transaction was unsuccessful. You may re-enter your card details or request a secure payment link from our team.
In cases of duplicate payments, refunds are processed after verification. Refunds are issued within seven working days.
If you initiate a chargeback through your bank, we may provide supporting documentation to the bank for review. The bank will make the final decision.
To request a refund, please email hello@island-lilly.com with the following:
We acknowledge all refund requests within one working day. A full review will be completed within five working days.
Refunds are issued using the original method of payment. UK cards may take up to seven working days. International cards may take up to fourteen working days.
Island Lilly Ltd
Email: hello@island-lilly.com
Website: www.island-lilly.com
