Cancellation & Refund Policy
Clear cancellation, refund, rescheduling and weather rules for yacht charters, villas, tours, experiences, tickets, transport and concierge-arranged services booked through ILWYV.
The product page or confirmation message explains the deposit, total price, balance and payment timing.
Some yachts are Instant Booking. Others require supplier confirmation within the 12-hour Confirmation model.
Card refunds are processed through Stripe, but your bank or card issuer controls the final posting time.
What this policy covers.
This Cancellation & Refund Policy applies to reservations, deposits, tickets, packages, add-ons and concierge-arranged services booked through the ILWYV website, WooCommerce checkout, Stripe payment links, email, WhatsApp or another official ILWYV booking channel.
It forms part of the ILWYV Terms & Conditions. If a product page, written quote, supplier rule or booking confirmation gives a more specific cancellation rule for a particular yacht, villa, tour, show, park, transport service or add-on, that specific rule will apply to that reservation.
Instant Booking and 12-hour Confirmation yachts.
Instant Booking yachts
Some yachts may be marked as Instant Booking when ILWYV has verified calendar access or operational confirmation rights. For those yachts, your reservation can be secured immediately after deposit payment, subject to the booking terms shown on the product page, successful payment, accurate customer information and applicable supplier rules.
Once an Instant Booking yacht has been secured, the confirmed-reservation cancellation schedule in this policy applies unless the product page states a different rule.
12-hour Confirmation yachts
Some yachts require supplier confirmation after the customer places a reservation. For those yachts, your deposit reserves the request while the ILWYV concierge team confirms availability with the yacht operator.
If the yacht is unavailable, the deposit will be refunded within 12 hours after ILWYV receives the reservation. This is not treated as a customer cancellation.
If the yacht is available, ILWYV will confirm the reservation and send the relevant boarding details, marina information, balance instructions and operational rules.
Customer cancellations after confirmation.
Unless the product page, written quote, supplier rule or booking confirmation states otherwise, the following general cancellation schedule applies after a reservation has been confirmed.
| When the customer cancels | General refund treatment | Important notes |
|---|---|---|
| 15 calendar days or more before the service date | Up to 100% refund of the deposit or refundable amount paid to ILWYV. | Non-recoverable payment, banking or supplier costs may be deducted when applicable and disclosed. |
| 10 to 14 calendar days before the service date | Up to 80% refund of the deposit or refundable amount paid to ILWYV. | Subject to supplier rules, calendar release, payment costs and any already-committed preparation costs. |
| 5 to 9 calendar days before the service date | Up to 30% refund of the deposit or refundable amount paid to ILWYV. | Rescheduling may be a better option if the supplier can approve it. |
| Less than 5 calendar days before the service date | Generally non-refundable. | At this stage, the supplier may have blocked the calendar, assigned crew, prepared the service or rejected other bookings. |
| Same-day cancellation or no-show | Non-refundable. | Late arrival, missing boarding time or failure to attend may be treated as a no-show. |
For services where the customer has paid the full amount in advance, ILWYV will review the refundable portion based on the product terms, supplier rules, timing of cancellation and any non-recoverable costs already incurred.
These rules explain how ILWYV normally handles cancellations. If your case requires a different treatment under applicable Mexican consumer rules, contact ILWYV and we will review it based on the facts of your reservation, the supplier rules and the law that applies.
How approved refunds are processed.
Payments made on the ILWYV website are handled through WooCommerce checkout. Card payments are processed securely through Stripe. ILWYV does not store full credit card or debit card details on its own website.
Approved card refunds are normally returned through Stripe to the original payment method used for the reservation. ILWYV may approve or initiate a refund before the funds appear in the customer’s bank or card account.
Final posting times depend on Stripe, the card issuer, the customer’s bank, the payment method, country, fraud review, banking calendar and the original transaction status.
If the original payment method is no longer available, ILWYV may request additional information to coordinate the refund through a secure and legally appropriate method.
Changing date, time or service.
Date, time, route, yacht, villa, tour, transportation, package or add-on changes may be requested, but they are not guaranteed. All changes are subject to availability, supplier approval, operational feasibility, season, price differences, weather, crew, marina, venue or property rules.
As a general rule, change requests should be made at least 5 calendar days before the scheduled service. Shorter-notice changes may be possible only if the supplier approves them.
If the requested change increases the price, guest count, duration, route, category or operational complexity, the customer must pay the difference before the change is confirmed.
If a change cannot be approved and the customer does not keep the original reservation, the cancellation schedule will apply based on the date and time ILWYV received the change or cancellation request.
Weather, port closures and force majeure.
Yacht charters and outdoor experiences may be affected by weather, sea conditions, port authority decisions, marina operations, route restrictions, supplier safety decisions, road conditions, government instructions, technical issues or other events outside ILWYV’s control.
Yacht charters
For yacht charters, the captain, yacht operator, marina or Port Authority may make the final safety decision. If the Port Authority closes the port for the scheduled charter time, or the yacht operator confirms that the service cannot safely operate, ILWYV will coordinate one of the following options: rescheduling, supplier credit, alternative yacht or refund of the refundable amount paid to ILWYV, according to the supplier’s confirmed treatment and the circumstances of the cancellation.
Rain, clouds or customer preference alone may not be enough to cancel with refund if the captain and operator determine that the service can operate safely.
Force majeure
Force majeure may include official port closures, hurricanes, natural disasters, government restrictions, road closures, supplier emergencies, technical failures, unsafe sea conditions, public authority decisions, serious security events or other circumstances that make the service impossible or unsafe to operate.
When force majeure affects a booking, ILWYV will work with the customer and supplier to find a fair operational solution based on safety, availability, supplier rules and the amount actually paid to ILWYV.
Arrival, boarding, delays and missed services.
Customers must arrive at the confirmed marina, meeting point, venue, property or pickup location at the time provided by ILWYV or the supplier.
Late arrival may reduce the service duration. Suppliers are not required to extend the service time or provide a refund for time lost because the customer or guests arrived late.
A reservation may be treated as a no-show if the customer or group fails to arrive, arrives too late for the service to operate, provides incorrect contact or pickup information, exceeds capacity limits, does not bring required identification, refuses to follow safety instructions, violates supplier rules or cannot be reached through the contact information provided at booking.
Different services may have different cancellation rules.
Yachts and catamarans
Yacht deposits may be fixed amounts, percentages of the charter price or other amounts shown on the product page. The balance may be paid at boarding, before boarding, through ILWYV, through Stripe, by bank transfer or directly according to the yacht’s booking terms.
Villas and private properties
Villas and private properties may have stricter cancellation windows, security deposits, damage policies, occupancy rules and check-in or check-out restrictions. The property-specific policy will apply when disclosed in the product page, quote or confirmation.
Tours, parks, shows and tickets
Ticketed products, parks, shows, restaurants, tours and third-party experiences may be non-refundable once issued or confirmed by the supplier. Date changes, name changes, access rules and refunds depend on the supplier’s policy.
Add-on services
Add-ons such as chef, DJ, decorations, transport, barbecue, photography, videography, premium drinks, cakes, flowers or special requests may require separate deposits. Once confirmed, these add-ons may be non-refundable if the supplier has purchased materials, assigned staff, blocked the date or started preparation.
How to request a cancellation or refund.
To request a cancellation, refund or change, contact ILWYV Concierge as soon as possible. The effective cancellation time is the time ILWYV receives enough information to identify the booking and process the request.
Please include:
- Full name used for the reservation.
- Order number or booking reference, if available.
- Service name, yacht name, villa name, tour, ticket or package.
- Reserved date and time.
- Reason for cancellation or change request.
- Preferred solution: refund, reschedule, alternative service or concierge review.
ILWYV will review the request with the relevant supplier when supplier approval is required. A refund, credit, reschedule or alternative option is not confirmed until ILWYV confirms it in writing.
Need help with a booking?
Contact ILWYV Concierge before cancelling if you want to review rescheduling, weather options, supplier rules, deposit treatment or alternative yachts.