Termes et conditions

Un avertissement légal

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Island Lilly Ltd — Termes et conditions de réservation

Date d'entrée en vigueur : 1er janvier 2024

Les présentes conditions générales régissent toutes les réservations effectuées auprès d'Island Lilly Ltd, un tour-opérateur agréé basé à Maurice. En réservant avec nous, vous acceptez ces conditions au nom de toutes les personnes figurant sur la réservation.

1. Cancellations by You

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:

• More than 60 days before departure: full refund less £200 administration fee
• 30 to 60 days before departure: 25 percent of the total package cost
• 15 to 29 days before departure: 50 percent of the total package cost
• 14 days or less before departure: 75 percent of the total package cost

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.

2. Cancellations Due to Extraordinary Circumstances

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.

3. 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.

4. Payment Protection

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.

5. 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.

6. 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.

7. 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.

8. Overpayments or Duplicate Charges

In cases of duplicate payments, refunds are processed after verification. Refunds are issued within seven working days.

9. Chargebacks

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.

10. How to Request a Refund

To request a refund, please email hello@island-lilly.com with the following:

• 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.

11. Refund Method

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.

Contact Information

Island Lilly Ltd

Email: hello@island-lilly.com

‍Website: www.island-lilly.com

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