Cancellation policy

Moana Heart Mermaid Appearances:

If you have booked a Moana Heart Mermaid appearance which needs to be cancelled by us due to weather, or any unforeseen circumstances, alternative dates will be offered in the first instance. If another time cannot be reasonably accommodated, then a full refund will be issued.

Please note, when it comes to any outside event where weather and conditions are a factor, we will be in contact with you in the lead up to your booking where we can determine together if it is safe and appropriate to continue, or if alternative arrangements can be accommodated etc. We maintain the right to make the final decision if we deem it too risky to proceed.

If you need to cancel your Moana Heart Mermaid appearance; in the first instance alternative dates will be offered. However, if you are cancelling within 48hrs of the event taking place, there will be a 35% rebooking fee to cover the costs associated.

*If a new date cannot be accommodated or isn’t available for booking, the following will apply. Cancellation more than 7 days before the event will receive a full refund. Cancellation received within 7 days and up to 48hrs of the event will receive a 50% refund. Cancellations within 48hrs of the event will receive a 35% refund. Cancellations received on the day of the event will not be eligible for a refund.

Travel costs will be fully refunded if no travel has occurred.

Merventure:

If the experience needs to be cancelled by us due to weather or any unforeseen circumstances, alternative dates will be offered in the first instance. If another time cannot be accommodated, then a full refund will be issued.

As this is an experience with very limited spots available, if you or your child is no longer able to attend the session and you need to cancel; in the first instance alternative dates will be offered for a future session. However, if you are cancelling within 48hrs of the event taking place, there will be a 35% rebooking fee to cover the costs associated with the cancelled session.

*If a new date cannot be accommodated or isn’t available for booking, the following will apply. Cancellation more than 7 days before the event will receive a full refund. Cancellation received within 7 days and up to 48hrs of the event will receive a 50% refund. Cancellations within 48hrs of the event will receive a 35% refund.

Vouchers are non-refundable and therefore if the experience needs to be cancelled by us, alternative dates will be offered only. If you or the child is no longer able to attend your booked session, a refund will not be available and alternative dates offered only. In addition, if you are cancelling within 48hrs of the event taking place, there will be a 35% rebooking fee to attend a future date.

Custom Merventure bookings:

If you have booked a custom Merventure date which needs to be cancelled by us due to weather, or any unforeseen circumstances, alternative dates will be offered in the first instance. If another time cannot be accommodated, then a full refund will be issued.

If you or your child is no longer able to attend the custom booking and you need to cancel; in the first instance alternative dates will be offered for a future session. However, if you are cancelling within 48hrs of the event taking place, there will be a 35% rebooking fee to cover the costs associated with the cancelled booking.

*If a new date cannot be accommodated or isn’t available for booking, the following will apply. Cancellation more than 7 days before the event will receive a full refund. Cancellation received within 7 days and up to 48hrs of the event will receive a 50% refund (of the total booking amount). Cancellations within 48hrs of the event will receive a 35% refund (of the total booking amount).

If you have any questions about our Cancellation Policy, please hit the contact us button below.