Refund Policy

Refund Eligibility

If a Guest’s service or experience is disrupted by a Covered Issue, then the guest is eligible for a full or partial refund. The term “Covered Issue” means any of the following:

• HeartStone Hill cancels a service or experience, except when HeartStone Hill cancels because of a disruption caused by the Guest (ex: the guest refuses to follow safety instructions)

• The delivered service or experience differs substantially from what was advertised or agreed to with the Guest (ex: HeartStone Hill provides an inaccurate starting location information or fails to deliver key aspects of what was promised)

• HeartStone Hill is not prepared to host the service or experience (ex: inappropriate venue, missing essential equipment, or failing equipment)

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Refund Requests

If HeartStone Hill cancels a reservation, their Guest automatically receives a refund, unless the cancellation is due to a disruption by the Guest. In these cases, the Guest will not be entitled to a refund. For any Covered Issue other than a host cancellation, the guest should, whenever feasible, try to resolve the Covered Issue directly with us. Guests may request refunds directly from HeartStone Hill by contacting our email. The request must be submitted no later than 72 hours after the Covered Issue occurs. And the request must be supported by relevant evidence such as photographs, communications between the host and Guest, or other available documentation, which we will use to help determine whether a Covered Issue has occurred. If a Guest demonstrates that reporting a Covered Issue within 72 hours was not feasible, we may allow for late reporting under this policy.

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Refund Amounts

If HeartStone hill cancels a reservation for any reason other than a disruption caused by the Guest, the Guest will automatically receive a full refund. If we determine that a Covered Issue other than a cancellation has disrupted a service or experience, we will provide a full or partial refund. How much we refund depends on the severity of the Covered Issue and the extent of the impact on the Guest.

If a host has already provided a partial refund in response to a Guest request, we may reduce the amount of any further refund under this policy to reflect what the host has already paid to the Guest.

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Cancellations

If a Guest cancels a reservation, they may be entitled to a refund. The timeline for the refund amount is outlined below (based on Check In time of 2:00pm on Reservation Date):

• If a cancellation is made more than 5 days prior to Date of Reservation/Check In, they will receive a full refund.

• If a cancellation is made less than 5 days prior to Date of Reservation/Check In, they will receive a partial refund of 50%.

• If a cancellation is made less than 24 hours prior to Check In, they will not receive a refund.