Refund Policy
No Refunds, With One Small Exception
Our job is to sift through the mountains of information available so you don't have to. This means reading hundreds of reviews, gathering detailed information about each resort or cruise ship, comparing what we find to your questionnaire details, and coming up with the best possible matches. We hope you understand the amount of time and effort this entails and can appreciate why we don't want to work for nothing.
However, if we absolutely miss the mark on your vacation recommendations, we are happy to not only refund your fees but research your next trip for free if you are willing to give us another chance. We are that confident in our ability to make excellent recommendations based on the information you provided, your special requests, and the information we were able to gather about your destination.
Exclusions:
1. We are not responsible for experiences outside our control or the control of the cruise line, hotel, or resort, including, but not limited to: weather, insect activity, illness or injury, acts of war, crime, travel advisories implemented after departure, vaccination or visa requirements, issues with flights or luggage, or problems with service providers such as shuttles or excursions.
2. We are not responsible for vacation disappointments related to personal preferences, expectations, or subjective perceptions. We, and a thousand reviewers, might think the food is fabulous but you might think it is horrible. We might be okay with slower service (there is a reason people call it "Mexican Time" or "Island Time"), whereas you may get frustrated waiting 10 minutes for a drink. We therefore can't guarantee everything will live up to your standards. Likewise, if you say you want something family-friendly and we recommend a resort with no children's activities, we missed the mark. However, if our recommended resort has go-karts, mini-golf, a waterpark, and daily children's activities, and your child just didn't like what was there, we still delivered on our guarantee of recommending a child-friendly resort to meet your request.
3. Because we are going off of online information for the most part, we are not responsible for online misinformation or inaccurate information provided to us by the cruise lines or hotels. We have travelled to many destinations and on many cruises ourselves but are not able to give a first-hand account of every vacation there is. The information you receive will only be as accurate as the information we find. We can't know if a pool is closed for emergency maintenance or whether they permanently closed the casino last year to replace it with pickle ball courts and haven't updated their website yet. If you have any "must-haves" we will do our best to confirm with the resort or cruise line for you, but circumstances could change beyond our or the vacation provider's control.
4. We are not responsible for errors or omissions in your questionnaire or follow-up communication, or itineraries that are impacted by the dates you decide to book. For example, if you neglected to mention you hate theme cruises and you end up on an 80's cruise because of the dates you ended up choosing, that falls outside our responsibility (unless you specifically told us you were travelling between such and such dates and did not want a theme cruise, but we recommended one anyways). Likewise, if we advise you not to book during hurricane season but you do anyways and a hurricane hits, we are not responsible.
Condition of Refunds
If you feel we completely missed the mark and recommended resorts that did not match your requested criteria, you may submit a written request for a refund, detailing clearly and exactly what you requested that we did not deliver on, and in what way we did not deliver what was promised. Pictures are helpful. A refund will be at our discretion after evaluating your submission.
The deadline for requesting a refund is 7 days after returning from your vacation.
Because your package is designed as per your specifications and is highly personalized, no refunds will be given if your travel plans change, you don't choose one of our recommendations, or you decide not to go on vacation at all. Our only obligation is to recommend travel destinations based on the criteria you have provided. What you choose to do with those recommendations after receiving them is up to you.
You can inform us of your request by e-mail: vacationtime@tropicaltravel.ca
We will reimburse you no later than 30 days from the day on which we approve the refund. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement unless we are charged a fee by our financial institution for the refund. If we incur any fees, they will be deducted from your refund.
We reserve the right to refuse refund requests that do not meet the above conditions at our sole discretion.
Contact Us
If you have any questions about our Refunds Policy, please contact us by e-mail: vacationtime@tropicaltravel.ca