Effective Date: May 27, 2024
Company: Cool Vibes Taxi and Tours
Email: coolvybestaxi@gmail.com
Policy Applies To: All transportation services, tours, and activities
1. General Refund Principles
At Cool Vibes Taxi and Tours, we strive to provide exceptional service and fair treatment to all customers. This Refund Policy outlines the circumstances under which refunds are granted and the procedures for requesting them. All refund requests are evaluated on a case-by-case basis within the framework of this policy.
2. Eligibility for Refunds
2.1 Full Refunds
You are eligible for a 100% refund in the following circumstances:
- Cancellation made 24 hours or more before scheduled service start time
- Company-initiated cancellation due to:
- Vehicle breakdown or mechanical failure
- Driver unavailability (with no suitable replacement)
- Severe weather warnings (hurricane, tropical storm)
- Government-issued travel advisories or restrictions
- Service not rendered due to our error (wrong pickup, missed booking)
2.2 Partial Refunds
You may receive a partial refund in these situations:
- Cancellation within 24 hours of service: 50% refund
- Significant reduction in booked services (e.g., shorter tour, fewer stops)
- Service interruption beyond our control (road closures, attraction closures)
- Unsatisfactory service that is partially completed
2.3 No Refund
Refunds will not be issued for:
- No-shows (customer not at pickup location at scheduled time)
- Cancellations within 2 hours of scheduled pickup
- Customer decision to cancel during an ongoing service
- Customer failure to meet requirements (no passport for border crossing, improper attire for activities)
- Minor inconveniences (traffic delays, brief weather interruptions, personal preferences)
- Third-party fees (entrance tickets, guide fees, meal costs already paid)
3. Special Service Refund Rules
3.1 Airport Transfers
- Flight delays/cancellations: Full refund if notified before driver departure
- Flight early arrivals: No refund if we cannot accommodate earlier pickup
- Wrong airport information provided: 50% refund if we cannot adjust
3.2 Tours & Activities
- Attraction closures: Refund for entrance fees only (not transportation portion)
- Weather during tour: No refund if tour operates (rain checks for future tours may be offered)
- Customer inability to participate: No refund after tour commencement
3.3 Cruise Passenger Services
- Ship itinerary changes: Full refund with 2+ hours notice
- Ship late arrival: Waiting time charged after 30 minutes, no tour refund if shortened
- Ship skipping port: Full refund with official notification
3.4 Private Charters & Group Bookings
- Group size reduction within 7 days: 75% refund for reduced passengers
- Group size reduction within 48 hours: 50% refund for reduced passengers
- Full group cancellation: Follows standard cancellation policy
4. Refund Request Process
4.1 How to Request a Refund
- Submit in writing via email to coolvybestaxi@gmail.com
- Include: Booking reference, date of service, reason for request
- Submit within 48 hours of service completion/cancellation
4.2 Required Documentation
- Booking confirmation email/number
- Proof of payment (receipt, transaction ID)
- For service issues: photos, videos, or witness information
- For cancellations: timestamped communication
4.3 Review Timeline
- Acknowledgement: Within 24 business hours
- Initial assessment: 2-3 business days
- Final decision: 5-7 business days
- Complex cases: Up to 14 business days
5. Refund Processing
5.1 Processing Time
- Credit card refunds: 5-10 business days (depends on bank)
- Cash payments: Bank transfer within 7 business days
- Third-party bookings: 10-15 business days (platform dependent)
5.2 Refund Method
- Refunds issued to original payment method
- Cash payments refunded via bank transfer (customer covers fees over $5)
- Gift certificates/store credit may be offered instead of cash refund
5.3 Currency & Amounts
- Refunds processed in USD
- Original transaction fees may be deducted
- Currency conversion differences are not refunded
6. Non-Refundable Items
The following are never refundable:
- Booking/processing fees (if applicable)
- Third-party costs already paid on customer’s behalf
- Custom arrangements with non-refundable deposits
- Special request surcharges (child seats, special vehicles)
- Credit card/PayPal processing fees we incurred
7. Travel Insurance Recommendation
We strongly recommend purchasing travel insurance that covers:
- Trip cancellation/interruption
- Medical emergencies
- Weather-related disruptions
- Personal circumstances preventing travel
Cool Vibes Taxi and Tours is not responsible for:
- Travel delays beyond our control
- Missed flights or connections
- Personal illness or injury
- Family emergencies
8. Exceptional Circumstances
8.1 Medical Emergencies
- Documentation required (doctor’s note, hospital report)
- Refund consideration on case-by-case basis
- May offer future credit instead of refund
8.2 Bereavement
- Immediate family only (spouse, parent, child, sibling)
- Documentation required
- Full refund minus non-recoverable costs
8.3 Natural Disasters
- Government-declared emergencies only
- Full refund or 18-month future credit
- Communication via email and website announcements
9. Dispute Resolution
9.1 Internal Resolution
- Email complaint to coolvybestaxi@gmail.com
- Manager review within 3 business days
- Written resolution proposal
9.2 External Mediation
If unsatisfied with our resolution:
- St. Lucia Tourism Authority may be contacted
- Credit card chargebacks may be initiated
- Legal action in St. Lucia courts (last resort)
9.3 Chargeback Policy
- Unauthorized chargebacks will be contested
- All communication and policies provided as evidence
- Winning chargeback cases may result in service blacklisting
10. Policy Updates & Communication
10.1 Policy Changes
- We reserve the right to update this policy
- Current version always available on website
- Material changes communicated to active bookings
10.2 Customer Responsibility
- Customers are responsible for reading this policy
- Booking confirms acceptance of refund terms
- Verbal promises override written policy only if documented in writing
11. Contact for Refund Inquiries
Cool Vibes Taxi and Tours
Email: coolvybestaxi@gmail.com
Subject: Refund Request – [Booking Reference]
Hours: Monday-Friday, 9:00 AM – 5:00 PM AST
Response Time: Within 24 business hours
Important Notes
- Timeliness is critical – Refund requests must be made promptly
- Documentation matters – Keep all booking confirmations and receipts
- Communication preferred – Contact us before initiating bank chargebacks
- Good faith basis – We treat all customers fairly and expect the same
“We believe in fair treatment and transparent policies. Our goal is to resolve issues amicably and maintain your trust as valued customers.”
Policy Version: 2.0
Last Updated: May 27, 2024
Next Review Date: November 27, 2024
