Kayarine Club
Booking, Journey & Cancellation Policy
Effective Date: May 15, 2025
This policy applies to all courses, activities, rental services, and related products provided by Kayarine Club (hereinafter referred to as 'we' or 'Kayarine'), governing the booking process, journey content, special requests, cancellations, rescheduling, refunds, points redemption, and related responsibilities. Please read carefully.
(This policy replaces and integrates all previous related policies, including the 'Journey Policy' version dated May 15, 2023)
1. Booking Process
You can book through the following methods:
- •Bookings are valid only after receiving our confirmation notice and completing payment.
- •Equipment rentals can be booked anytime — payment confirms the booking instantly, with no minimum advance-booking requirement.
- •We are not responsible if the time slot you are interested in is already booked or cannot be booked for other reasons before payment.
3. Cancellation or Rescheduling Due to Special Circumstances (Including Weather)
We may cancel or reschedule your rental booking in the following circumstances and will notify you as soon as possible:
If on the day of the activity the Hong Kong Observatory issues a Yellow or above Rainstorm/Thunderstorm Warning, Tropical Cyclone Warning Signal No. 3 or above, or Red/Black Rainstorm Warning: free rescheduling or full refund is available — please notify us during business hours.
After the activity has started (i.e. equipment has been collected and you have departed): please return to shore immediately for safety. No refund will be provided.
- •Safety considerations: When water conditions are unsafe, we may cancel or suspend the rental. Participants must follow our guidelines and may not enter the water without permission.
4. Customer-Initiated Cancellation or Rescheduling
Cancellation Policy: Except in special circumstances, paid equipment rentals are non-refundable.
- •Normal rescheduling requires 3 days advance notice.
- •On the day of the activity, if there is a weather warning (thunderstorm, typhoon, or rainstorm), rescheduling is allowed without advance notice.
- •Each booking provides 3 free reschedules (weather-related reschedules are not counted).
- •Rescheduling beyond 3 times (without special reasons) will incur a 10 HKD fee per reschedule.
Equipment Rental Customers
Rescheduling deadline: Equipment rental customers can reschedule before 9:00 AM on the day.
If the activity is interrupted due to unexpected circumstances:
✕ Once departed, no changes allowed, no rescheduling or refund
5. Special Requests
- •Please proactively inform us of any special requests (such as dietary, facility, medical needs, etc.) at the time of booking.
- •We will do our best to accommodate reasonable requests but cannot guarantee all needs will be met. Failure to meet special requests does not constitute a breach of contract.
- •Special requests may be transferred to third-party service providers, but we are not responsible for third-party failure to meet requirements.
- •Some requests may involve additional fees charged by relevant service providers.
- •We do not accept bookings conditional on special requests.
6. Refund Policy
Except in the following circumstances, all fees are non-refundable:
Application method: Please fill out the refund application form.
Processing time: Refund applications take up to 7 business days to process.
Supplementary note: When switching to a lower-priced activity, if points or account credit methods apply, the related price difference will not be processed as a cash refund but will be converted to account credit as described in the Points Redemption Rules below.
7. Points Redemption Rules
Points apply only to price difference refunds from 'switching to a lower-priced activity' as described in Section 2 that are not caused by weather or other factors where we proactively cancel. Points cannot be earned or purchased through other means.
Point Value
Each HKD 1 price difference equals 1 point (1 point = HKD 1 deduction)
Point Issuance
Automatically credited to account within 7 business days after price difference confirmation
Customers cannot choose to use partial points. When confirming a booking, if you choose to use points, the system will automatically deduct all available point balance in your account (i.e., use all at once) and reduce the equivalent amount.
Example:
Total booking amount is HKD 400, account has 100 points. If you choose to use points, the system will automatically deduct 100 points, and you only need to pay the remaining HKD 300.
- •If the point balance is insufficient to deduct the entire booking amount, customers need to pay the remaining difference.
- •Points cannot be exchanged for cash, transferred to others, sold, or used for non-Kayarine services.
- •Bookings completed using points are treated as using discount coupons and cannot be canceled (no refund or refund to original payment method).
- •If changes are needed, you can apply for rescheduling (processed according to Section 4 rescheduling policy, including advance notice requirements and additional fees).
- •If the booking is canceled due to customer-initiated cancellation (violating the above non-cancellation rule) or other reasons not our responsibility, the used points will be refunded as equivalent new points credited to the original account (validity period recalculated from refund date for 12 months).
Expiry: Points are valid for 12 months from the date of issuance. Expired points automatically become invalid and will not be extended or compensated.
- •Points are deducted on a first-in-first-out basis.
- •If a booking is canceled or rescheduled, related used points will not be refunded (except for the above cancellation circumstances).
- •We reserve the right to adjust redemption rules, values, or terminate the points program, but will notify members at least 30 days before changes via email or website announcement.
- •Point balance can be queried in your personal account; in case of disputes, our system records shall prevail.
8. Personal Image Usage
Participation in activities indicates that you authorize Kayarine and its partners to use your personal likeness, activity photos, or videos for promotional purposes, including but not limited to websites, social media, and print publications, without further consent.
9. Contact Information
If you have any questions, please contact:
Kayarine Club
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