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QUEENS WAIKIKI LUAU – CANCELLATION, RESCHEDULING, GROUP, WEATHER & MEDICAL POLICY

By purchasing a ticket, all guests agree to the following legally binding terms and conditions. These policies ensure fairness while protecting the operations, staffing, food preparation, and logistics of Queens Waikiki Luau.

1. Standard Cancellation & Rescheduling Policy (1–9 Guests)

Guests may cancel or reschedule their reservation up to 72 hours (3 days) before the event start time of 5:00 PM HST for a full refund or a free date change.

Within 72 Hours of the Event

• No cancellations or refunds are permitted for any reason.
• Guests may reschedule, but a $30 per person rescheduling fee will apply.
• Guests who choose not to attend are considered no-shows and will not receive a refund.

Rescheduling Limitation

Guests may not reschedule to a later date and then attempt to cancel to bypass the 72-hour policy.
Refund eligibility is always based on the original reservation date, not a rescheduled date.

2. Large Group Policy (10+ Guests)

Large groups require dedicated staffing, reserved seating, and advance food preparation.

A. Group Cancellations and Major Reductions (11+ Guests)

Cancellations or reductions of 11 or more guests must be made at least 7 days before the original event date for a full refund.

Any cancellation or reduction of 11 or more guests within 7 days is non-refundable.

B. Small Group Reductions (Up to 10 Guests)

Large groups may reduce their headcount by up to 10 guests up to 72 hours (3 days) before the 5:00 PM HST event start time.

Within 72 hours, no reductions, cancellations, or refunds are allowed, regardless of reason.

Groups may reschedule the entire reservation, subject to a $30 per person rescheduling fee.

C. Final Headcount Lock

• Small parties: final headcount locks 72 hours before the event
• Large groups: final headcount locks 7 days before the event

All seats in the confirmed headcount after these cutoff times become non-refundable and billable.

Rescheduling Limitation (Groups)

Groups may not reschedule to a later date and then cancel or reduce their headcount to bypass the 72-hour or 7-day policy.

All refund and reduction windows apply strictly to the original event date.

3. Weather & Acts of God Policy

Queens Waikiki Luau operates rain or shine. Rain, light wind, or other non-severe weather does not qualify for a refund, credit, or chargeback.

Guests who choose not to attend an event that proceeds as scheduled will be considered no-shows.

Event Cancellation

Queens Waikiki Luau may cancel the event in its entirety if, at its sole discretion and judgment, conditions are deemed unsafe or constitute an Act of God.

If the entire event is cancelled by Queens Waikiki Luau:

• All affected guests will receive a full refund, or
• Guests may reschedule to a future available date.

If the event is not cancelled by Queens Waikiki Luau, all standard cancellation and no-show policies remain in effect.

4. Medical Emergencies, Illness, and Doctor’s Notes

Queens Waikiki Luau does not provide refunds within 72 hours of the event for any reason, including medical emergencies, illness, injury, or inability to travel.

Submission of a doctor’s note or medical documentation does not guarantee a refund or exception to the cancellation policy.

A courtesy reschedule or credit may be offered only at the sole discretion of Queens Waikiki Luau, and only when valid, verifiable documentation is provided.

Documentation may be accepted, rejected, or further verified at management’s discretion.

Guests acknowledge that medical issues, regardless of documentation, do not constitute valid grounds for chargebacks.

5. Flight Delays, Airline Cancellations & Travel Interruptions

Queens Waikiki Luau does not provide refunds within 72 hours for any travel-related issue, including but not limited to:

• Flight delays
• Flight cancellations
• Missed flights
• Transportation problems
• Travel schedule changes

Guests are responsible for planning sufficient travel time to attend the luau.

A courtesy reschedule may be offered only at the sole discretion of Queens Waikiki Luau and may incur a $30 per person rescheduling fee.

6. Refund Method Requirement

Refunds, where applicable, will only be issued using the same method of payment used for the original transaction.

Refunds cannot be issued:

• To a different card
• To a different guest
• As cash (unless the original purchase was cash)

Guests agree that chargebacks filed contrary to these terms may be disputed and reversed using the policy agreed to at purchase.

7. Acceptance of Terms

By completing a purchase, all guests acknowledge and agree that:

• These policies constitute a legally binding agreement under Hawaiʻi law.
• Refund eligibility is based on the original reservation date, not rescheduled dates.
• Weather, travel issues, and medical situations do not override the cancellation policy.
• Only full event cancellations initiated by Queens Waikiki Luau qualify for automatic refunds.
• Guests who do not attend an event that proceeds as scheduled will be considered no-shows.
• Any chargeback filed in contradiction to these terms may be disputed with the issuing bank and reversed.