Effective Date: 20 August 2025
This policy explains how Island Lilly Ltd manages cancellations, refunds and payment disputes for bookings made through our website or with our team.
1. Cancellations by You
All cancellations must be submitted in writing to hello@island-lilly.com
The following charges apply:
• More than 61 days before departure: Deposit only
• 29 to 60 days before departure: 60 percent of the total cost
• 0 to 28 days before departure: 100 percent of the total cost
Refund amounts depend on the supplier conditions that apply to your booking.
Refunds are not available for unused services or no shows.
2. Cancellations by Us
If Island Lilly must cancel a service or package, you will be offered:
• A full refund
or
• An alternative of equal value
No further compensation is due for cancellations caused by events beyond our control.
3. Refunds for Booking Errors
Refunds may be issued for:
• Duplicate payments
• Incorrect bookings made in error
• Technical issues during checkout
Requests will be reviewed within five working days.
4. Refunds for Supplier Changes
If a hotel, activity or transfer provider cancels a confirmed service, we will refund the affected portion or offer an alternative option.
5. Failed or Declined Payments
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.
6. Overpayments or Duplicate Charges
In cases of duplicate payments, refunds are processed after verification.
Refunds are issued within seven working days.
7. Chargebacks
If you request a chargeback through your bank:
• We may request supporting documents
• We will provide evidence to the bank
• The bank will make the final decision
Chargeback fees applied by card networks are the responsibility of the cardholder unless the dispute is caused by an error on our side.
8. How to Request a Refund
To request a refund, please email hello@island-lilly.com with the following information:
• Your booking reference
• The reason for your request
• Any supporting documents or evidence
We acknowledge all refund requests within one working day. A full review will be completed within five working days.
9. Refund Method
Refunds are issued using the original method of payment.
Local cards may take up to seven working days.
International cards may take up to fourteen working days.
Contact Information
Island Lilly Ltd
Email: hello@island-lilly.com
Website: www.island-lilly.com
