Refund Policy
This Refund and Cancellation Policy governs ticket purchases, tour reservations, group bookings, and gift cards for Graeme Hall Nature Sanctuary.
On this page
- 1. Overview and Purpose
- 2. Online Ticket Purchases — Cancellation Timeframes and Refund Schedule
- 3. Rescheduling
- 4. Sanctuary-Initiated Closures
- 5. Tour and Boat Experience Cancellations — Mangrove Princess
- 6. Group Bookings
- 7. Gate and Walk-in Purchases
- 8. Gift Cards
- 9. How to Request a Refund
- 10. Chargebacks and Disputes
- 11. Contact Information
- 12. Policy Updates and Supersession
1. Overview and Purpose
Graeme Hall Nature Sanctuary (hereinafter referred to as “the Sanctuary”) is Barbados’ only RAMSAR-designated wetland, located in Christ Church, Barbados, and is operated by Sanctuary Recreation Ltd. (hereinafter referred to as “the Operator”). The Sanctuary is committed to providing visitors with a fair, transparent, and accessible refund and cancellation process that reflects the Sanctuary’s core values of environmental stewardship, responsible tourism, and guest satisfaction.
This document sets out the Refund and Cancellation Policy (hereinafter “the Policy”) that governs all ticket purchases, tour reservations, group bookings, and gift card transactions associated with the Sanctuary. This Policy applies to transactions processed through all authorised channels, including the Sanctuary’s official online booking platform, third-party authorised agents, and the Sanctuary’s on-site gate.
The Operator is required to publish this Policy as a condition of accepting payments processed through the Royal Bank of Canada (RBC) and any other authorised payment gateway engaged by the Sanctuary. By completing a purchase or reservation, the visitor acknowledges and agrees to the terms of this Policy in full.
All monetary amounts referenced herein are denominated in Barbados Dollars (BBD) unless expressly stated otherwise. References to “business days” shall mean Monday through Friday, excluding Barbadian public holidays.
2. Online Ticket Purchases — Cancellation Timeframes and Refund Schedule
The following cancellation and refund terms apply to tickets purchased through the Sanctuary’s authorised online booking platform or any approved digital sales channel. The applicable refund tier is determined by the length of time between the receipt of the cancellation request and the commencement of the booked visit date as recorded in the booking confirmation.
All cancellation requests must be submitted in writing to the Sanctuary at info@graemehall.com and include the visitor’s full name, booking reference number, and the scheduled date of visit. The time of receipt of the cancellation request by the Sanctuary shall be the determining timestamp for the purposes of this Policy.
2.1 Refund Schedule — General Admission (Nature Trail)
| Cancellation Notice Period | Refund Entitlement | Processing Fee |
|---|---|---|
| 72 hours or more before the scheduled visit date | Full refund | Payment processing fee (typically 2%–3% of transaction value) is non-refundable and will be deducted from the refund amount |
| 24 hours to 71 hours and 59 minutes before the scheduled visit date | 50% refund of the ticket price paid | No additional deduction; payment processing fee is absorbed within the non-refunded portion |
| Less than 24 hours before the scheduled visit date | No refund | Not applicable |
| No-show (failure to appear on the booked date without prior notice) | No refund | Not applicable |
| Note on Payment Processing Fees: Payment processing fees charged by the Sanctuary’s authorised payment gateway are incurred at the time of purchase and are not recoverable by the Operator. Accordingly, such fees are non-refundable under any circumstance. The exact fee percentage may vary slightly depending on the payment method used and the gateway’s prevailing rate at the time of transaction. | ||
2.2 No-Show Policy
A “no-show” is defined as the failure of the visitor or the visitor’s party to present at the Sanctuary on the booked visit date during the Sanctuary’s operating hours (9:00 AM to 4:30 PM, last entry 3:30 PM), without having submitted a cancellation or rescheduling request in advance. No refund or credit will be issued in the case of a no-show, regardless of the reason for non-attendance. Visitors who anticipate being unable to attend are strongly encouraged to contact the Sanctuary at least 48 hours in advance to explore rescheduling options.
2.3 Partial Attendance
Where a visitor attends the Sanctuary on the booked visit date but departs early or does not utilise all available attractions or services included in the ticket, no partial refund shall be issued. Admission constitutes full use of the ticket for that date.
3. Rescheduling
3.1 First Rescheduling — No Charge
Visitors who have purchased tickets through an authorised online channel may request to reschedule their visit on one (1) occasion at no additional charge, provided the rescheduling request is received by the Sanctuary at least forty-eight (48) hours prior to the original scheduled visit date. Rescheduling requests must be submitted in writing to info@graemehall.com with the subject line “Rescheduling Request — [Booking Reference]” and must include the visitor’s full name, booking reference number, original visit date, and the preferred new visit date.
Rescheduling is subject to availability. The Sanctuary does not guarantee that any particular date or time slot will be available. Where the visitor’s preferred new date is unavailable, the Sanctuary will endeavour to offer alternative dates.
3.2 Subsequent Rescheduling Requests
Any rescheduling request made after the first complimentary reschedule has been utilised may be subject to an administration fee, the amount of which shall be communicated to the visitor at the time of the request. The Operator reserves the right to decline further rescheduling requests at its absolute discretion, particularly where a pattern of repeated rescheduling is identified.
Rescheduling requests received less than forty-eight (48) hours before the original visit date will be assessed on a case-by-case basis and may not be accommodated. In such cases, the standard cancellation policy set out in Section 2 shall apply.
3.3 Validity of Rescheduled Tickets
All rescheduled tickets must be used within ninety (90) calendar days of the original date of purchase. Rescheduled tickets that are not redeemed within this period will expire without entitlement to a further refund or extension, except where such expiry is directly attributable to a Sanctuary-initiated closure as described in Section 4 of this Policy.
3.4 Non-Transferability
Rescheduled tickets remain non-transferable and are valid only for the named visitor(s) and booking reference to which they were originally issued, unless the Operator explicitly agrees in writing to a transfer of entitlement.
4. Sanctuary-Initiated Closures
4.1 Full Closure — Force Majeure and Emergency
Graeme Hall Nature Sanctuary is a living natural environment and, as such, may on occasion be required to close to the public due to circumstances beyond the Operator’s reasonable control. Such circumstances include, but are not limited to: adverse weather conditions (including tropical storms, hurricanes, or severe flooding), government-mandated closures, public health emergencies, civil unrest, significant damage to the Sanctuary infrastructure, or any other event constituting force majeure under the laws of Barbados.
Where the Sanctuary is required to fully close on a date for which a visitor holds a confirmed booking, and such closure is attributable to the categories described above, the visitor shall be offered, at their sole election, one of the following remedies:
- A full refund of the ticket price paid, less any non-refundable payment processing fee; or
- The option to reschedule the visit at no charge, subject to availability, with the rescheduled date to be agreed between the visitor and the Sanctuary within thirty (30) days of the original visit date.
The Operator shall endeavour to notify affected visitors as promptly as practicable through the contact information provided at the time of booking. The Operator shall not be liable for any consequential loss or additional expenses incurred by the visitor as a result of a Sanctuary-initiated closure.
4.2 Partial Closures
A “partial closure” occurs when one or more specific attractions, facilities, or areas within the Sanctuary are temporarily unavailable while the Sanctuary itself remains open to the public for general admission. For example, if the boat tour experience is temporarily suspended while the Nature Trail remains accessible, this constitutes a partial closure.
A partial closure does not automatically entitle visitors holding general admission tickets to a full or partial refund. The Operator may, at its absolute discretion, offer affected visitors a partial credit toward a future visit. Visitors are encouraged to contact the Sanctuary directly in the event of a partial closure affecting their specific booking to discuss available options.
4.3 Scheduled Maintenance and Special Events
Where the Sanctuary is closed or certain attractions are unavailable due to scheduled maintenance, private events, or planned conservation activities, the Sanctuary will endeavour to display a notice of such closure on its official website and/or online booking platform in advance. Visitors are responsible for reviewing availability information prior to completing their booking. The Operator’s standard cancellation terms shall apply to bookings made with advance notice of a planned closure or restricted access period.
5. Tour and Boat Experience Cancellations — Mangrove Princess
The Mangrove Princess boat tour is a scheduled guided experience offered subject to environmental and operational conditions. The following cancellation and refund terms apply specifically to bookings for the Mangrove Princess boat tour and any other guided tour experiences offered by the Sanctuary.
5.1 Visitor-Initiated Cancellations — Mangrove Princess
| Cancellation Notice Period | Refund Entitlement |
|---|---|
| 48 hours or more before the scheduled tour departure time | Full refund, less applicable payment processing fee (typically 2%–3% of transaction value) |
| Less than 48 hours before the scheduled tour departure time | No refund. Rescheduling to a future available tour date will be offered where operationally possible, subject to availability. |
| No-show (failure to appear at the departure point at the scheduled time) | No refund and no rescheduling entitlement |
5.2 Sanctuary-Initiated Tour Cancellations
The Mangrove Princess boat tour is conducted in a natural waterway environment and may be cancelled by the Operator due to factors including, but not limited to: adverse weather conditions, insufficient water levels, equipment failure, safety concerns identified by the tour operator, or any other circumstance that renders the tour unsafe or impracticable in the Operator’s reasonable assessment.
Where the Sanctuary cancels a scheduled Mangrove Princess tour for any of the foregoing reasons, affected visitors shall be offered, at their sole election:
- A full refund of the tour ticket price paid, less any non-recoverable payment processing fee; or
- The opportunity to reschedule to a future available tour date at no additional charge, subject to availability.
The Operator shall notify affected visitors as soon as practicable in advance of the scheduled departure where the cancellation is known ahead of time. In cases where conditions change at short notice, the Operator will endeavour to advise visitors upon their arrival at the Sanctuary.
5.3 Minimum Participant Numbers
Tours may require a minimum number of confirmed participants to operate. Where a scheduled tour does not meet the minimum participant threshold, the Operator reserves the right to cancel the tour and shall offer affected visitors a full refund or the option to reschedule, as described in Section 5.2 above.
6. Group Bookings
6.1 Definition of a Group Booking
For the purposes of this Policy, a “group booking” is defined as any reservation comprising ten (10) or more visitors scheduled to attend the Sanctuary on the same date and under a single coordinating booking reference. This includes school groups, corporate excursions, tour operator groups, and any other organised group visits.
6.2 Group Booking Agreement
All group bookings are subject to a separate Group Booking Agreement entered into between the group organiser and the Operator prior to the confirmation of the booking. The Group Booking Agreement will set out the specific terms and conditions applicable to that group, including, where applicable, tailored cancellation and refund terms, deposit requirements, payment schedules, and minimum guaranteed numbers.
In the event of any conflict or inconsistency between the terms of this Policy and the terms of a validly executed Group Booking Agreement, the terms of the Group Booking Agreement shall prevail in respect of that specific group booking.
6.3 Default Application of Standard Policy
Where a Group Booking Agreement is silent on a particular matter, or where no separate Group Booking Agreement has been executed for a qualifying group booking, the standard cancellation and refund terms set out in Section 2 of this Policy shall apply to online group ticket purchases, and the terms set out in Section 7 shall apply to gate purchases by groups.
6.4 Deposits
The Operator may require a deposit to be paid at the time of group booking confirmation. Deposit terms, including refundability in the event of cancellation, shall be specified in the relevant Group Booking Agreement. In the absence of specific deposit terms, deposits are non-refundable if the group cancels less than seventy-two (72) hours before the scheduled visit date.
7. Gate and Walk-in Purchases
7.1 Non-Refundable Gate Tickets
Tickets purchased at the Sanctuary gate on the day of the visitor’s intended visit are, as a general rule, non-refundable. Once a gate ticket has been issued and the visitor has been admitted to the Sanctuary, or once the Sanctuary’s operating session for that day has commenced, no refund will be provided except in the specific circumstances described in Section 7.2 below.
Visitors who are uncertain about their intended visit date or who require flexibility are strongly encouraged to purchase tickets through the Sanctuary’s authorised online booking platform in advance, where the refund and cancellation terms set out in Section 2 of this Policy will apply.
7.2 Exception — Sanctuary-Initiated Closure
Notwithstanding Section 7.1, where a visitor presents at the Sanctuary gate with a valid gate-purchased ticket and the Sanctuary is subsequently required to close that day due to a Sanctuary-initiated closure as described in Section 4 of this Policy, the visitor shall be entitled to a full refund of the gate ticket purchase price. Refunds in such circumstances will be processed at the gate by the Sanctuary’s staff, or, where this is not operationally practicable at the time, will be arranged within seven (7) to ten (10) business days through the payment method used at the gate.
7.3 Partial Use
Where a gate ticket has been used to gain admission and the visitor subsequently elects to depart the Sanctuary before the close of the operating day, no partial or pro-rata refund shall be issued. The surrender of the ticket at the gate constitutes full redemption of the ticket value.
8. Gift Cards
8.1 Method of Purchase
Digital Gift cards for Graeme Hall Nature Sanctuary are available for purchase exclusively in person at the Sanctuary’s on-site ticket booth. Gift cards are not available for purchase through the Sanctuary’s online booking platform, by telephone, or through any third-party vendor unless expressly authorised by the Operator in writing.
8.2 Non-Refundable for Cash
Digital Gift cards issued by the Sanctuary are non-refundable for cash, in whole or in part, under any circumstance. Gift cards may only be redeemed for admission to the Sanctuary or for any other goods, services, or experiences offered at the Sanctuary at the time of redemption, subject to availability. Gift cards may not be exchanged for cash, credit to a payment card, or any other form of monetary consideration.
8.3 Validity Period
Digital Gift cards are valid for a period of six (6) calendar months from the date of purchase, as printed on the gift card or recorded in the Sanctuary’s gift card system at the time of issue. Gift cards that are not redeemed within the validity period will expire without entitlement to a refund, replacement, or extension. The Operator recommends that purchasers and recipients verify the validity period at the time of receipt and plan accordingly.
8.4 Lost or Stolen Gift Cards
The Operator accepts no liability for the loss, theft, or unauthorised use of a gift card. Visitors are advised to treat digital gift cards as they would treat cash and to store them securely.
8.5 Redemption Conditions
Digital Gift cards may be used to settle part or all of the cost of an admission or eligible purchase at the Sanctuary. Where the value of goods or services exceeds the remaining balance on a gift card, the visitor is responsible for paying the outstanding difference by another accepted payment method. No change will be given in cash for gift card transactions where the gift card value exceeds the purchase amount; the unused balance will remain on the card until expiry.
9. How to Request a Refund
9.1 Submission of Refund Requests
All refund requests must be submitted in writing by electronic mail to the Sanctuary at info@graemehall.com. Refund requests submitted by any other means (including verbal requests at the gate or through third-party agents not expressly authorised to process refunds on behalf of the Sanctuary) may not be processed.
The subject line of the email must read:
9.2 Required Information
To enable the Sanctuary to process a refund request promptly and accurately, the visitor must include all of the following information in the refund request email:
- Full legal name of the lead visitor as recorded at the time of booking;
- Booking reference number as provided in the booking confirmation;
- Scheduled date of the visit for which the refund is requested;
- A clear and concise reason for the cancellation or refund request; and
- Confirmation of the payment method used (e.g., credit card, debit card) and, where applicable, the last four digits of the card used.
The Sanctuary reserves the right to request additional supporting documentation in connection with a refund request, including but not limited to medical certificates, official correspondence, or other evidence supporting the stated reason for cancellation. Failure to provide requested documentation within a reasonable timeframe may result in the refund request being declined or deferred.
9.3 Refund Processing Timeframe
Subject to the visitor having provided all required information and the refund being confirmed as eligible under this Policy, refunds will ordinarily be processed within seven (7) to ten (10) business days of the Sanctuary’s confirmation of the refund. The refund will be credited to the original payment method used at the time of purchase.
Visitors should note that, while the Sanctuary will process the refund within the above timeframe, the time taken for the refund to appear in the visitor’s account is subject to the policies and processing times of the visitor’s bank or card issuer, which is outside the Sanctuary’s control. The Sanctuary accepts no liability for delays in refund posting attributable to third-party financial institutions.
9.4 Non-Refundable Payment Processing Fees
As noted throughout this Policy, payment processing fees charged by the Sanctuary’s authorised payment gateway at the time of the original transaction are non-refundable under any circumstance. These fees are retained by the payment processor and are not recoverable by the Operator. The refund amount issued by the Sanctuary will reflect the net ticket price after deduction of any applicable processing fee, in accordance with the applicable refund tier set out in Section 2 or Section 5 of this Policy.
9.5 Refund to Original Payment Method Only
Refunds will only be issued to the original payment method used at the time of purchase. The Sanctuary is unable to redirect refunds to a different card, bank account, or payment method. Where the original payment card has been cancelled, expired, or replaced, the visitor is responsible for informing their issuing bank of the expected refund and making the necessary arrangements with their bank to receive the funds. The Operator’s obligation is discharged upon submission of the refund instruction to the payment gateway.
10. Chargebacks and Disputes
10.1 Direct Resolution Encouraged
The Sanctuary is committed to resolving all genuine refund and cancellation concerns promptly and fairly. Visitors who have a concern about a charge, or who believe they are entitled to a refund under this Policy, are strongly encouraged to contact the Sanctuary directly at info@graemehall.com before initiating a chargeback or dispute with their card issuer or payment provider.
In the majority of cases, contacting the Sanctuary directly will result in a faster resolution than the formal chargeback process, which may take several weeks to conclude and which has administrative consequences for both parties.
10.2 Chargeback Disputes
Where a visitor initiates a chargeback or payment dispute with their card issuer or bank without first contacting the Sanctuary, and the Sanctuary determines that the chargeback is not supported by the terms of this Policy (for example, where the visitor is not entitled to a refund under the applicable cancellation tier), the Operator reserves the right to contest the chargeback formally through the card network’s dispute resolution process by submitting evidence of the booking, the applicable refund policy, and any relevant communications.
10.3 Fraudulent or Abusive Chargebacks
Any chargeback or dispute that the Operator determines, in its reasonable assessment, to be fraudulent, made in bad faith, or materially inconsistent with the facts of the booking and applicable policy terms, will be disputed through all available channels. The Operator may, in cases of demonstrably fraudulent chargebacks, reserve the right to take such further action as is available to it under the laws of Barbados, including but not limited to restricting future access to the Sanctuary’s booking platform and, where appropriate, reporting the matter to relevant authorities.
10.4 Record Retention
The Sanctuary maintains records of all booking transactions, booking confirmations, cancellation correspondence, and refund communications. These records are retained in accordance with the Operator’s data retention policies and may be used as evidence in any chargeback dispute or formal legal proceeding.
11. Contact Information
Visitors with questions, concerns, or requests relating to this Policy, or who wish to submit a refund or rescheduling request, should contact the Sanctuary using the details below. The Sanctuary endeavours to respond to all enquiries within two (2) business days.
Operated by Sanctuary Recreation Ltd.
Address: Worthing Main Road, Graeme Hall, Christ Church, Barbados
Email: info@graemehall.com
Telephone: + 1 246 435 9727
Operating Hours: 9:00 AM – 4:30 PM, Monday to Sunday . Opening hours and days may vary
Enquiries: Please include your full name and booking reference in all correspondence.
For urgent matters arising outside of operating hours, visitors may send an email to info@graemehall.com and a member of the Sanctuary’s team will respond on the next available business day.
12. Policy Updates and Supersession
12.1 Effective Date
This Policy is effective as of July 2026 and applies to all bookings, transactions, and enquiries received on or after this date. All transactions completed prior to July 2026 shall be governed by the version of the Refund and Cancellation Policy that was in effect at the time of the relevant transaction.
12.2 Supersession
This Policy supersedes and replaces all previous versions of the Sanctuary’s refund, cancellation, and rescheduling policy in their entirety, including any policies communicated verbally, posted on-site, published on the Sanctuary’s website, or otherwise made available to visitors prior to the effective date of this version. In the event of any discrepancy between this Policy and any prior version, this Policy shall prevail.
12.3 Right to Amend
The Operator reserves the right to amend, update, or withdraw this Policy at any time and without prior notice. Any amendments will take effect upon publication of the updated Policy on the Sanctuary’s official website. Visitors are encouraged to review the current version of this Policy before completing any booking or transaction. Continued use of the Sanctuary’s booking services following the publication of an amended Policy constitutes acceptance of the revised terms.
12.4 Governing Law
This Policy and any dispute or claim arising out of or in connection with it (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of Barbados. Any dispute relating to a refund, cancellation, or any other matter arising under this Policy that cannot be resolved directly between the visitor and the Operator shall be subject to the exclusive jurisdiction of the courts of Barbados.
12.5 Severability
If any provision of this Policy is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. The validity and enforceability of the remaining provisions of this Policy shall not be affected.
Document Reference: GHNS-REF-2026 | Effective: July 2026
Graeme Hall, Christ Church, Barbados | info@graemehall.com
This document is classified as Strictly Private and Confidential. It is intended solely for the purposes for which it has been published. Unauthorised reproduction or redistribution is prohibited.
