IVON Cancellation & Refund Policy

This Policy is incorporated into the IVON Terms of Service, Vendor Agreement, Client Agreement, and Privacy-facing checkout disclosures to the extent applicable.

If there is a conflict between a listing description and this Policy, this Policy controls unless applicable law requires a different result or IVON expressly approves a different rule in writing.

All deadlines are measured in the listing's local time zone. Non-waivable rights under applicable law remain unaffected.

"Booking" means a reservation confirmed through the IVON platform.

"Booking Subtotal" means the rental or service price before taxes, platform service fees, credits, coupons, referral incentives, or separately itemized governmental charges.

"Start Time" means the scheduled local time at which the rental pickup, delivery window, meet-up, launch, lesson, tour, or service is set to begin.

"Vendor Cancellation" means a cancellation caused by the Vendor's choice, lack of readiness, staffing issue, licensing issue, equipment issue, compliance issue, late arrival, failure to provide access, or other Vendor-side operational failure.

"Client-Caused Disruption" means a no-show, late arrival, missing identification, refusal to sign required waivers, failure to meet disclosed prerequisites, intoxication, unsafe conduct, or other circumstance caused by the Client or the Client's party that prevents lawful or safe performance.

"Covered Reservation Issue" means a material problem described in Section 8 that may justify IVON remediation.

Each Vendor must assign one IVON-approved cancellation category to each listing before it becomes bookable.

The assigned category must be displayed clearly before checkout and in the booking confirmation.

Vendors may not impose conflicting off-platform cancellation terms unless IVON expressly approves them in writing.

Beach Gear Rentals include items such as chairs, umbrellas, coolers, wagons, tents, paddleboards, kayaks, snorkeling gear, bikes, and similar rental equipment.

Experiences & Services include guided tours, jet ski rentals requiring operator involvement or supervision, lessons, excursions, charters, canoeing, kayaking trips, snorkeling trips, boating-related activities, and other time-sensitive, safety-sensitive services, wellness services, beauty services, photography services, private chef services, group experiences, and similar offerings and services.

If a Booking is confirmed at least 7 full days before the Start Time, the Client may cancel within 24 hours after booking confirmation for a full refund of the amount paid, provided the Booking has not already started.

IVON may disable this grace period for same-week reservations, certain custom bookings, fraud-sensitive categories, or clearly disclosed last-minute inventory.

If the Vendor cancels a confirmed Booking for any reason other than a documented Client-Caused Disruption or a force majeure event accepted by IVON, the Client will receive a full refund of amounts paid for that Booking.

IVON may, but is not obligated to, assist the Client with rebooking comparable inventory or services.

A Vendor that cancels may receive no payout, may have future payouts offset, may incur internal penalties or ranking consequences, and may be suspended or removed from the platform.

IVON may issue a full refund, partial refund, booking credit, rebooking assistance, or other remediation if a Booking is materially disrupted by a Covered Reservation Issue.

Covered Reservation Issues include: the Vendor fails to provide access; the rented item, vessel, equipment, or experience materially differs from the listing; promised essential equipment is missing, nonfunctional, or unsafe; the Vendor is materially late or not reasonably prepared; the Vendor failed to handle required licensing, staffing, weather-readiness, launch-readiness, or safety prerequisites; the listing omitted a serious safety restriction, legal requirement, or skill prerequisite that should have been disclosed; the Vendor asks the Client to cancel to avoid platform penalties; or another material issue exists that IVON determines justifies an override.

For Experiences & Services, IVON has broader discretion to apply override refunds or rebooking support because safety and readiness issues are more operationally complex.

For issues other than a Vendor Cancellation, the Client should notify the Vendor and IVON as soon as reasonably possible and, where feasible, provide the Vendor a fair opportunity to correct the problem in real time.

To request IVON remediation, the Client must submit the issue no later than 72 hours after discovery of the problem, unless earlier reporting was not reasonably feasible.

Supporting evidence may include photographs, videos, timestamps, chat messages, receipts, GPS/location data, weather notices, safety instructions, incident reports, witness statements, or other relevant records.

IVON may deny unsupported, stale, abusive, or fraudulent claims and may suspend accounts that misuse the dispute process.

If a Client fails to appear, arrives too late to participate, lacks required identification, refuses to sign required waivers, fails to meet age, skill, health, boating, sobriety, or safety prerequisites clearly disclosed in advance, or otherwise causes a Client-Caused Disruption, the Booking may be treated as non-refundable.

If a Client leaves early or stops participating after the Booking has started for reasons not caused by a Covered Reservation Issue, the unused portion is generally non-refundable unless the Vendor voluntarily agrees otherwise.

If a Vendor cancels because conditions are unsafe, because regulators restrict operation, or because the Vendor cannot legally or safely perform, IVON may treat the matter as a Vendor Cancellation and provide a refund, booking credit, or rebooking option depending on the circumstances.

If a Client chooses not to attend despite conditions that the Vendor reasonably determines are safe and the listing can still be delivered as described, the standard cancellation category usually applies.

IVON may make case-by-case determinations for hurricanes, named storms, government closures, beach closures, launch bans, wildfire smoke, public health orders, evacuation orders, infrastructure outages, or similar large-scale events outside the parties' reasonable control.

Any reschedule, date change, item swap, or booking modification must be processed through IVON or through an IVON-approved workflow.

If the Vendor offers a reschedule instead of a refund, the Client is not required to accept it unless the listing or applicable law expressly provides otherwise.

If a substitute item or modified experience is offered, the Client is entitled to reject a materially inferior substitute and request a remedy under this Policy.

Price increases for rescheduled bookings are not effective unless clearly disclosed and affirmatively accepted by the Client through IVON.

If a Booking contains multiple items, participants, or components, IVON may calculate refunds separately for the affected and unaffected portions of the Booking.

If only part of the gear package is unavailable or only part of an experience is materially disrupted, IVON may apply a partial refund or price adjustment that reasonably reflects the value lost.

Unless IVON states otherwise, refund calculations are based on the Booking Subtotal. Taxes, governmental charges, platform service fees, promotional credits, referral credits, and coupons may be refunded, reinstated, forfeited, or adjusted according to their own terms and applicable law.

Approved refunds will generally be returned to the original payment method unless IVON instead offers booking credit, a rebooking credit, or another lawful remediation option that the Client accepts.

Processing times depend on the payment method, payment processor, and financial institution.

Clients and Vendors are expected to use IVON's dispute and refund processes before initiating an external chargeback or payment dispute, unless applicable law gives a non-waivable right to do otherwise.

If IVON determines that a chargeback, payment dispute, or payment reversal was improper, abusive, or inconsistent with this Policy, IVON may recover resulting amounts, costs, and fees from the responsible party to the extent permitted by law and the applicable IVON agreements.

IVON may suspend accounts or hold payouts while a payment dispute is pending.

Vendors and Clients may not use off-platform side agreements to avoid IVON fees, platform rules, recordkeeping, or dispute handling.

Any refund, credit, modification, or settlement relating to a Booking must be processed through IVON or through an IVON-approved workflow unless IVON authorizes otherwise in writing.

Where IVON issues a refund, credit, or price adjustment under this Policy, IVON may reduce or eliminate the Vendor payout for the affected Booking and may offset the amount against future payouts.

IVON may also cancel or hold a Booking where IVON suspects fraud, safety risk, legal non-compliance, sanction risk, identity issues, duplicate bookings, payment failure, or other platform-integrity concerns. In those cases, IVON may decide whether to issue a refund, hold funds, or take another remediation step consistent with the circumstances and applicable law.

Clients and Vendors must act honestly and cooperate with investigations. False statements, staged evidence, pressure to cancel outside the platform, review manipulation, or attempts to game refund outcomes may result in denial of a claim, removal of reviews, loss of payout, booking cancellation, account suspension, or termination.

IVON may request additional information from either party, consult platform logs and messages, and make a final platform decision in its reasonable discretion based on the information available. IVON is not an insurer or guarantor of performance, but may take commercially reasonable steps to resolve marketplace issues.

IVON may modify this Policy from time to time in accordance with the Terms of Service. Changes will apply prospectively unless applicable law requires otherwise or unless the change is needed to address security, fraud, legal compliance, or urgent operational issues.