Cancellation
- Cancellation is any reduction of Monitor(s) or hours.
- If the booking is still in a "pending" approval status, a 100% refund will be provided.
- For cancellations made up to 15 days ahead of the scheduled service, an 80% refund will be issued.
- For cancellations made between 14 days and 8 days ahead of the scheduled service, a 50% refund will be issued..
- For cancellations made between 7 days and 3 days ahead of the scheduled service, a 25% refund will be issued.
- For cancellations made 2 days ahead of the scheduled service, a 20% refund will be issued.
- For cancellations made 1 day ahead of the scheduled service, a 10% refund will be issued.
- No refund will be provided for cancellations or changes to the service location that result in the Monitor(s) having to commute more than 15 minutes or 5 miles beyond the originally requested location. Additionally, if the group fails to show up on the same day of service, no refund will be given.
- In cases where changes are requested after the Monitor(s) has already arrived for service, and these changes require the Monitor(s) to move to another location, an additional fee will be incurred. For same-day location changes, the scheduled service may be canceled for that night or the entire booking, and additional fees will apply accordingly.
Travel Charges for Location Changes
In the event that the client requests a change in the service location after the Monitor(s) have arrived at the originally designated location, the client shall be responsible for reimbursing the Monitor(s) for reasonable travel expenses incurred due to this change. Travel expenses shall be calculated based on the prevailing IRS mileage reimbursement rate at the time of service. This rate will be used to compensate the Monitor(s) for the additional travel distance and time resulting from the location change. The client acknowledges that such changes may lead to inconvenience for the Monitor(s) and additional costs incurred. The client agrees to promptly reimburse the Monitor(s) for these travel expenses upon receipt of an invoice detailing the calculations. It is advised that any potential location changes be communicated well in advance to avoid unnecessary travel-related inconveniences and expenses for all parties involved.
Refunds
- Refund Processing Time: Orange Moon will endeavor to process all refunds within 3-5 business days from the date of receipt.
- Client Refund Requests for Service Failures: In the event of service failure directly attributed to the job performance of our Monitor(s), the Client must submit a refund request within 3 days from the occurrence of the incident. Upon verification of the service failure, a refund will be issued to the Client.
- Notification of Service Issues: During the scheduled service, if the Client's Tour Director (TD) or Group Leader (GL) encounters an issue they believe to be in contradiction to the agreed-upon service between the Client and Orange Moon, they must promptly contact Orange Moon to report the matter.
- Right to Review Refund Requests: Orange Moon reserves the right to thoroughly review any refund request for purposes including but not limited to fraud prevention, quality assurance, and internal review. This evaluation will ensure that the refund request aligns with the terms and conditions of the service agreement.
Rates and Rate Corrections
- The rates shown are in US dollars. Orange Moon reserves the right to change prices for night chaperone services at any time and to correct pricing errors that may inadvertently occur. *Rates will remain the same for 1, 2, and 3-year service agreements. *Rates will never change in the middle of the tour season.
Order acceptance/confirmation
- Orange Moon reserves the right to accept or decline your order, for night chaperone service, for any reason. Receipt of an order confirmation does not constitute confirmation of an intent to service, but instead a confirmation of the booking request. If Orange Moon cancels your order after you have been billed, it will refund the billed amount. However, Orange Moon shall notify you of an order cancellation or refund.
Parking Arrangements for Monitors
- Parking Negotiation: The Client is responsible for arranging suitable parking accommodations for our Monitor(s) during their service at the hotel. We kindly request that the Client coordinates with their dedicated sales representative to finalize parking arrangements well in advance of the Monitor(s) arrival for service.
- Hotel Parking Provision: We acknowledge that, in most cases, hotels will offer complimentary parking to our Monitors, particularly when on-street parking options are limited or unsafe. We appreciate your cooperation in securing such arrangements, which contribute to a more efficient execution of our services.
- Monitors' Payment Responsibility: Given the high and often prohibitive cost of parking in certain areas, we find it infeasible for our Monitors to bear the expenses associated with parking. Charging our Monitors for parking would not only cause inconvenience but also impose undue financial hardship.
- Contingency Plan - Orange Moon Payment: In the event that the Client or their authorized representative (e.g., tour director, group leader, or any other designated representative) encounters difficulties in making the parking payment for our Monitor(s), we understand that unforeseen circumstances may arise. In such cases, Orange Moon is prepared to assume the responsibility of making the parking payment on behalf of our Monitors.
- Invoice and Immediate Payment: Should Orange Moon be required to make the parking payment as stated in point 4, we will promptly issue an invoice to the Client for the incurred parking cost. This amount will be due and payable immediately upon receipt of the invoice.
Multiple Floors /Corridors
- In the event that the hotel houses the students on multiple floors and/or corridors, the client acknowledges and agrees that it is their responsibility to reserve a Monitor(s) for each floor/corridor to ensure proper supervision and security.
- The client understands that if there is not a reserved Monitor(s) for each floor/corridor, they shall be solely liable for any risks, incidents, or security breaches that may arise as a result of inadequate supervision.
- By not reserving a Monitor(s) for each floor/corridor, the client hereby relieves Orange Moon Student Security Services of any liability associated with the absence of such supervision.
- Additionally, if the client's student group is housed on more than 2 floors, an additional nightly charge shall be incurred for each monitor affected.
- It is important to note that if the monitor(s) assigned to the client's groups are unable to fulfill the request to oversee the additional floors due to capacity limitations, the client will be required to promptly request additional monitor(s) to ensure the best possible overnight supervision.
- In any scenario where the client does not request the appropriate number of Monitor(s) for multi-floors or corridors, Orange Moon Student Security Services shall not be held responsible for any lapses in security or supervision.
Extended Curfew
- In the event that students wish to remain outside beyond the designated start time of the Monitor(s), the Monitor(s) will not take responsibility for the group until all students have returned to their assigned rooms at curfew. A head count will be conducted by the Tour Director (TD) or Group Leader (GL) before assuming responsibility for the group.
Communication with The Client’s Tour Director (TD) or Group Leader (GL)
- The Client’s Tour Director (TD) or Group Leader (GL) will receive a Text/SMS notification at least 3 days ahead of the scheduled service and the day of service with details about their night monitor, service location, and time. The Tour Director (TD) or Group Leader (GL) should contact Orange Moon immediately if any discrepancy in location/number of monitors needed.
- The Client’s Tour Director (TD) or Group Leader (GL) must communicate with Orange Moon during the scheduled service if presented with any issue that they believe is contradictory to the agreed-upon service terms between the Client and Orange Moon.
- The Client’s Tour Director (TD) or Group Leader (GL) shall promptly inform Orange Moon of any delays in student group arrivals to the service location(s).
- For any inquiries regarding bookings or service-related matters, the Client shall contact Orange Moon at Tel: 888-852-7375.
