REFUND POLICY

Last updated: July 24, 2025

1. Overview

At Islence Luxury Travel, we understand that travel plans can change unexpectedly. This Refund Policy outlines our procedures for handling cancellations, refunds, and modifications to your luxury travel arrangements.

We strive to be fair and transparent while balancing the need to protect both our clients and our business from the financial implications of cancellations.

2. Cancellation Timeline and Fees

Refund amounts depend on when you cancel relative to your departure date:

60+ Days Before Departure
25% Cancellation Fee
75% Refund
Minimal impact on supplier arrangements
31-60 Days Before Departure
50% Cancellation Fee
50% Refund
Moderate supplier penalty costs
15-30 Days Before Departure
75% Cancellation Fee
25% Refund
Significant supplier commitments
Less Than 15 Days
100% Cancellation Fee
No Refund
Full supplier commitments made

3. Service-Specific Refund Terms

3.1 Planning and Consultation Fees

Non-Refundable Services

  • Initial consultation fees (first 2 hours)
  • Custom itinerary design and planning
  • Research and venue scouting time
  • Completed travel documentation

These services represent completed work that cannot be recovered.

3.2 Accommodation Bookings

Hotel and Resort Cancellations

  • Luxury Hotels: Subject to individual property cancellation policies
  • Private Villas: Typically non-refundable within 30 days
  • Exclusive Lodges: May have stricter cancellation terms
  • Peak Season: More restrictive policies during high-demand periods

We negotiate the best possible terms with our partners on your behalf.

3.3 Transportation Arrangements

Airlines and Ground Transportation

  • Commercial Airlines: Subject to airline-specific policies
  • Private Aviation: Typically require 48-72 hour notice
  • Luxury Ground Transport: Generally cancellable with 24-hour notice
  • Rail Travel: Varies by carrier and ticket type

We always book the most flexible fare class available within your budget.

4. Refund Process and Timeline

4.1 How to Request a Refund

1

Submit Written Request

Email your cancellation request to [email protected] with your booking reference number.

2

Review and Assessment

We review your booking and calculate applicable fees based on supplier policies and our terms.

3

Supplier Cancellations

We cancel all arrangements with suppliers and negotiate the best possible recovery of funds.

4

Refund Processing

Once all supplier refunds are received, we process your refund minus applicable fees.

4.2 Processing Timeline

  • Acknowledgment: Within 24 hours of request
  • Assessment Completion: Within 5 business days
  • Supplier Cancellations: 5-30 business days (varies by supplier)
  • Refund Issued: Within 10 business days of receiving supplier refunds

5. Special Circumstances

5.1 Medical Emergencies

Medical Emergency Cancellations

We may waive or reduce cancellation fees in cases of documented medical emergencies affecting the traveler or immediate family members.

Required Documentation: Medical certificate from licensed physician stating inability to travel.

5.2 Force Majeure Events

Unforeseeable Circumstances

In cases of natural disasters, government travel advisories, or other events beyond anyone's control, we work to maximize refunds available.

Examples: Natural disasters, political instability, pandemic restrictions, terrorism warnings.

5.3 Supplier-Initiated Cancellations

When Suppliers Cancel

If a hotel, airline, or other supplier cancels your arrangements, we work to secure a full refund or provide comparable alternatives at no additional cost.

Our Commitment: No cancellation fees charged when suppliers initiate cancellations.

6. Travel Insurance Recommendations

We strongly recommend comprehensive travel insurance to protect your investment:

Trip Cancellation Coverage

Protects your investment if you need to cancel for covered reasons

Trip Interruption Coverage

Covers additional costs if your trip is cut short

Medical Emergency Coverage

International medical coverage and emergency evacuation

Cancel for Any Reason

Premium policies offering maximum flexibility

Travel insurance must typically be purchased within 14-21 days of your initial booking to provide maximum coverage.

7. Modification vs. Cancellation

Sometimes modifications can be more cost-effective than full cancellation:

7.1 Date Changes

  • Same Season: Often minimal change fees apply
  • Different Season: May involve price differences
  • Peak to Off-Peak: Could result in savings
  • Subject to Availability: All changes depend on supplier availability

7.2 Destination Changes

  • Within Canada: May use existing credits toward new destination
  • Similar Value: Minimal additional fees
  • Upgraded Destination: Pay difference plus change fees
  • Planning Fee: Additional consultation time may be charged

8. Payment Method and Refund Processing

8.1 Refund Methods

Refunds are processed using the same method as the original payment:

  • Credit Cards: 5-10 business days to appear on statement
  • Bank Transfers: 3-5 business days
  • Certified Cheques: 10-15 business days including mail time

8.2 Currency Considerations

  • Refunds issued in same currency as original payment
  • Exchange rate fluctuations may affect final amount
  • Foreign transaction fees may apply based on your bank

9. Dispute Resolution

If you disagree with our refund decision:

9.1 Internal Review Process

9.1 Internal Review Process

  1. Request Review: Email [email protected] within 30 days
  2. Executive Review: Senior management reviews your case
  3. Final Decision: Written response within 10 business days

9.2 External Options

If internal resolution fails, you may contact:

  • TICO: Travel Industry Council of Ontario
  • Credit Card Company: For chargeback disputes
  • Better Business Bureau: For mediation services

10. Contact Information

For refund requests and questions:

Email

General Refunds: [email protected]

Appeals: [email protected]

Insurance Claims: [email protected]

Phone

Refund Hotline: +1 705-944-9294

Hours: Monday-Friday, 9:00 AM - 6:00 PM PST

Emergency: 24/7 for active travelers

Mail

Refund Department
Islence Luxury Travel
1690 Stewart Ave
Nanaimo, BC V9S 4B6
Canada

We understand that cancellations are often due to circumstances beyond your control. Our team works diligently to secure the maximum refund possible while being fair to all parties involved.