Frequently Asked Questions - Cancellations/Amendments

For orders placed through our website, there is no additional charge for making changes to your reservation or canceling your order, as long as it’s done before your tickets have been issued by the City and County of Honolulu Department of Parks and Recreation.

Please note that according to the policies established by the City and County of Honolulu Department of Parks and Recreation, all tickets booked for Hanauma Bay Nature Preserve become non-refundable once they are confirmed. Therefore, no cancellations, refunds, or changes can be processed after the tickets are issued.

We strongly encourage you to finalize your plans before confirming your booking to avoid any potential inconveniences.

You may make changes to your order yourself by logging in to our website at any time until your reservation is successfully booked. These changes are free of charge.

You can make the following changes free of charge: name, phone number, and preferred time slots. However, purchased products and email address cannot be changed by yourself. If you need to change these details, please consider canceling the existing order and placing a new one.

Please note that once tickets are issued by the City and County of Honolulu Department of Parks and Recreation, no further changes can be made to your reservation. We strongly encourage you to finalize your plans before confirming your booking to avoid any potential inconveniences.

If you need to cancel your reservation, you can do so yourself by logging in to our website at any time before your tickets have been issued. If you cancel during this period, you will receive a full refund, minus PayPal's transaction fee. For international commercial transactions, this fee is typically around 4.2% of the total payment and is collected directly by PayPal, not by us.

It's important to note that according to the policies established by the City and County of Honolulu Department of Parks and Recreation, all tickets booked for Hanauma Bay Nature Preserve become non-refundable once they are confirmed. Consequently, no cancellations or refunds can be processed post-confirmation.

We highly encourage you to ensure your plans are solidified prior to confirming your booking to avoid any potential inconveniences.

In the event of a cancellation, we will issue a full refund for your booking. However, PayPal's transaction fee is non-refundable. For international commercial transactions, this fee is typically around 4.2% of the total payment and is collected directly by PayPal, not by us.

Please note that as of October 11, 2019, PayPal's policy changed, and they no longer return transaction fees when a refund is issued. Therefore, while you'll receive a refund for your reservation, the PayPal transaction fee will be deducted.

Once we receive your cancellation request, we will process your refund within 2 business days. Please note that the actual time it takes for the refund to appear in your account is determined by PayPal, our payment platform, and your original payment method.

PayPal will issue the refund to your original payment method, and the timeframe can vary. As an example, if you've used a credit card, you can generally expect the refund to appear in your account within 5 business days. In some instances, depending on your card provider's policies, it may take up to 30 days. 

For more specific information related to your refund timing, we recommend referring to the FAQ section on PayPal's website. If you still have questions or concerns about the refund, please feel free to reach out to PayPal's customer support directly. They are best equipped to assist you with payment related inquiries.