Smiles At Sea & Hype Events Terms & Conditions: Refund, Credit & Dispute Resolution
Purpose
This document outlines the process used by Smiles At Sea LLC and Hype Events LLC to manage refund requests, customer concerns, and dispute resolution.
Our goal is to:
Provide consistent and professional customer support
Ensure fair application of policies
Maintain clear communication with participants
1. Core Policy Overview
• Event tickets are non-refundable
• Travel components (including cruise cabins) are subject to third-party provider policies (e.g., Royal Caribbean)
• Credits may be issued in accordance with Terms & Conditions
• Refunds are not guaranteed and are handled per policy
2. Response Time Standards
All refund or cancellation requests are:
• Acknowledged within 24–72 hours
• Fully responded to within 3–5 business days
• No request is ignored or left unresolved.
3. Standard Resolution Process
Every request follows a structured process:
Step 1: Review Request
• Confirm purchase details
• Confirm event date and timing
• Review applicable Terms & Conditions
Step 2: Respond with Policy Reference
• Clearly communicate the agreed-upon policy
• Maintain a professional and supportive tone
Step 3: Offer Available Options
When refunds are not applicable, the following options are consistently offered:
• Credit toward a future event
• Transfer options (when available)
• Assistance with travel provider options
• Guidance regarding travel insurance claims
Step 4: Document Outcome
• All communication is recorded
• Final resolution is logged
4. Credit Policy
When applicable, credits:
• Are issued minus administrative fees (per Terms)
• Are valid for a defined period (typically 12 months)
• Are not redeemable for cash
• May require approval for transfer
5. Exception Handling
Certain cases are escalated for review, including:
• Medical emergencies
• Death in family
• Significant hardship situations
• In these cases, management may:
• Offer extended credits
• Provide alternative solutions
• Evaluate exceptions on a case-by-case basis
• All exceptions are documented and applied consistently.
6. Dispute Resolution
Participants are encouraged to contact the Company directly to resolve any concerns.
• Customers should:
• Submit concerns in writing
• Allow time for response (up to 10 business days)
• Engage in good-faith resolution
7. Documentation & Tracking
All requests are tracked internally, including:
• Customer name
• Date of request
• Event name and date
• Reason for request
• Resolution offered
• Final outcome
This ensures consistency and accountability.
8. Operational Consistency
All team members follow this standardized process to ensure:
• Consistent customer experience
• Fair application of policies
• Clear communication
Smiles At Sea and Hype Events maintain a structured and transparent approach to handling refund requests and customer concerns.
This ensures:
• Customers are supported
• Policies are applied consistently
• Issues are resolved professionally
