Refund Policy

At Orange Moon, our goal is to ensure every client has a safe and reliable experience. If your service does not meet expectations, our refund policy below explains how we handle cancellations, service issues, and emergencies.

•  Refund requests must be submitted within 3 days of the incident.
   
• During service, Tour Directors or Group Leaders must promptly notify Orange Moon of any issues.
   
• Refund requests will be reviewed for accuracy, fraud prevention, and quality assurance.
   
• Verified service failures attributable to the monitor will result in a refund.

• Cancellation = any reduction of monitors or service hours.
   
• Refund schedule:
   
• 60+ days out: 100% refund
   
• 15–59 days out: 80% refund / 20% payment due
   
• 8–14 days out: 50% refund / 50% payment due
   
• 3–7 days out: 25% refund / 75% payment due
   
• 2 days out: 20% refund / 80% payment due
   
• 1 day out: 10% refund / 90% payment due
   
• Day of service: No refund (100% payment due).
   
• Note: Additional fees may apply if changes are made after a monitor has arrived.

If cancellations meet one of the following conditions, you may receive a 100% refund or rebooking option:

• Federal/state travel ban or restriction.
   
• State/local quarantine requirements at the destination.
   
• Federal/state quarantine requirements upon return home.

•  Rates are shown in U.S. dollars.
   
• Rates may change at any time, except for clients under 2- or 3-year agreements.
   
• Rates will not change mid-season.
   
• Order confirmations acknowledge a booking request but do not guarantee service until accepted. If Orange Moon declines a booking after payment, the billed amount will be refunded.

•  Refunds are processed within 3–5 business days of approval.