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Cool Destinations, LLC offers a variety of tours, tickets and services through it's website (www.CoolKeyWest.com) and through designated partner websites. Unless otherwise stated, purchases made through www.CoolKeyWest.com or any Cool Destinations-affiliated website are subject to these Terms & Conditions; in all booking arrangements, the person making the booking shall be deemed to have accepted these conditions on behalf of the persons named in the booking.
General Cancellation Policy
- If you cancel at least 7 calendar days in advance of the scheduled departure or commencement time, there is no cancellation fee.
- If you cancel between 3 and 6 calendar days in advance of the scheduled departure or commencement time, you will be charged a 50% cancellation fee.
- If you cancel within 2 calendar days of the scheduled departure or commencement time, you will be charged a 100% cancellation fee.
- If tour operator cancels the activity, there is no cancellation fee.
- All refunds processed will be subject to 10% administrative fee. No exceptions.
- Booking fees are non-refundable.
Bus Tours Cancellation Policy
- All bus tour bookings and packages are non-refundable for any reason. This includes weather-related events and mechanical breakdowns.
- Any changes to your reservation will be billed at $25 per ticket, per change. No exceptions.
Fishing Charters Cancellation Policy
- All Fishing Charter deposits are non-refundable for any reason.
- If you cancel within 14 days the balance will be charged to your original method of payment.
Private Charters Cancellation Policy
- If cancellation is made 15-30 days prior to your sail half of the remaining balance will be refunded.
- If you cancel within 14 days the balance will be charged to your original method of payment, and you will forfeit any payments made.
- Should the weather conditions be determined unsafe all monies paid will be refunded.
Canceling Your Reservation
To cancel your reservation for any reason you must contact Cool Destinations as soon as possible. Upon receipt of your valid request for cancellation, we will process any applicable refund in 7 business days. Our accounting department handles these transactions Mon-Fri, 9:00 AM - 5:00 PM EST, and observes all national and bank holidays.
Reasons For Canceling
Please contact our office to inform us if your reservation is canceled for any of the following reasons:
Cancellation Due To Bad Weather
If your activity operator must cancel due to bad weather AND cannot accommodate you on another day, you will be issued a refund. Please be aware before issuing a refund, Cool Destinations will confirm if this is the case. This is only a valid reason if the tour operator cancels the tour.
If Tour Operator Cancels Tour or Excursion
If for some reason a tour operator does cancel and cannot accommodate you on another day or at another time, you will be offered the trip issued a refund. Like cancellation for bad weather, Cool Destinations will confirm if this is the case before authorizing a refund.
Adjusting Your Reservation
Contact our office directly to make any adjustments to your reservations. If you call and reach voicemail, please leave a message including: time, date, number of guests attending and tour or excursion. If you adjust your reservation within 7 calendar days, a voucher will be issued and applied to your new reservation date. Subsequently, a revised confirmation will be emailed to you. If the newly adjusted activity is cancelled by the operator, a store credit will be issued. A non-refundable change fee of $25 per adult ticket will be applied at the time of reservation change.
You agree to read and abide by Cool Destinations policies and furthermore do agree to be fully responsible for meeting stated guidelines.
Showing Up Late
If you or a member of your party shows up late and are consequently not able to participate you will still be responsible for full amount of tour, activity or excursion.
If you, or a member of your party, does not show up for your tour, activity or excursion you will be responsible for the full amount of reservation.
Unsatisfactory Activity Experience
If you experience an issue of any sort with a tour, activity or excursion you have booked via Cool Destinations, immediately bring this to the attention of the tour, activity or excursion’s operator. Make your concerns and complaints heard with the person in charge so that you may reach an agreeable solution immediately. Do not wait until you return from your vacation. If for some reason you feel a partial or full refund is merited, you must make this known the same day of your tour or excursion.
Credit Card Statement
Your credit card statement will display “Cool Destinations” as the company authorized to bill your bank or credit card.
Cancellation protection is non-refundable.
Credit Card Charge Authorization
By making your reservation online or by telephone you agree to authorize “Cool Destinations, LLC” and/or the activity provider you will be participating with to bill your credit card the agreed upon amount you are responsible for related to your reservation. The credit card charges are authorized verbally and/or electronically by you, the reservation holder, and are valid in lieu of a signed credit card authorization form. www.CoolKeyWest.com is not responsible for any charges incurred as a result of exchange rates or local taxes.
Credit Card Disputes & Chargebacks
You agree to contact our office by telephone to resolve any discrepancy before initiating a dispute or charge-back with your credit card company. If you reach voicemail, please leave a message and we will return your call. You hereby waive any objection you may have to Cool Destinations' use of electronic records with Discover, MasterCard, Visa, American Express or banks that issue credit cards should it be necessary for Cool Destinations to respond to a chargeback. You agree that you will not dispute any charge improperly. This includes filing chargebacks claiming fraud if you claim the name of Cool Destinations was not recognized by you. In the event you file a chargeback improperly, you agree to provide a written statement to the credit card company confirming the charge is correct and should be paid and agree to send a faxed copy of this letter to Cool Destinations, Attention: Chargeback, 1-305-768-0692. In the event legal action is necessary for by Cool Destinations to collect money taken away from Cool Destinations through a chargeback or to collect the Chargeback Fee, you agree to pay Cool Destinations legal expenses if Cool Destinations wins the lawsuit.
Time Limits on Refunds
You understand that our credit card processor does not permit refunds for bookings made more than 120 days ago. You agree that in the case you book an activity more than 120 days in advance, any refund will be provided as a store credit of equal monetary value as the original purchase. No exceptions.
Arrangements set forth on this ticket for transportation, excursions, tours or similar activities are made solely for the convenience of the ticket holder and are at ticket holder’s risk. All prices are subject to change without prior notice until the ticket is purchased. The providers of such services are independent contractors and are not acting as agents or representatives of Cool Destinations, or their respective affiliates or subsidiaries. In no event shall Cool Destinations be liable for any accident or harm to ticket holders, which occurs as a result of any acts, omissions or negligence of any independent contractors. In the event of a cancellation or change in the services or activities by the service provider, Cool Destinations shall have no liability whatsoever for any loss incurred by the purchaser by reason of such cancellation and any refund of the ticket price shall be subject to Cool Destinations discretion.
Changes to our Reservation Policies
If we decide to change our reservation policies, we will post those changes on this page.