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.
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:
Where accommodation payments have been made directly to partner resorts, those payments are subject to the cancellation terms of the respective hotel. Island Lilly will share the relevant hotel cancellation terms with you at the time of booking.
Refunds are not available for unused services or no-shows.
In the event of cancellation caused by government travel restrictions, airline disruption, or circumstances beyond the client's control, Island Lilly will work with suppliers and partner resorts to rebook or recover as much of the cost as possible on your behalf. Refund amounts in these circumstances depend on what can be recovered from suppliers.
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
