Terms and conditions

Payment Cancellation and Refund Policy Template
Prepared for Sugarcane by Saba Rock Resort Company Ltd
Working draft for review This template is provided to help Saba Rock prepare the customer-facing payment information requested for card-payment activation. Replace every field in brackets and submit the completed document to the payment gateway provider and Saba Rock's legal adviser for review. The gateway provider must confirm its own technical, security and merchant-account requirements. This template is not legal advice and is not issued by the payment gateway provider.
Merchant information
Legal merchant name Saba Rock Resort Company Ltd
Trading name Sugarcane
Registered address North Sound, Virgin Gorda VG1150, British Virgin Islands
Customer support email [INSERT SUPPORT EMAIL]
Customer support phone [INSERT SUPPORT PHONE]
Website https://www.sabarock.com
Payment gateway [INSERT PROVIDER NAME]
Transaction currency [INSERT CURRENCY]
Effective date [INSERT DATE]

1 Scope
This policy applies to bookings, services, products and other purchases made through the Sugarcane mobile application or website. By completing a purchase, the customer confirms that the order details are correct and agrees to this policy and any service-specific conditions displayed before payment.
2 Payments
Customers may pay using the payment methods displayed at checkout. Payment is processed through Saba Rock's authorized payment gateway. A booking or purchase is confirmed only after the payment has been authorized and the customer has received a confirmation in the app, on the website or by email.
3 Prices Taxes and Currency
Prices are displayed in [INSERT CURRENCY]. Applicable taxes, service charges and other mandatory fees will be shown before the customer confirms the transaction. If the customer's card is issued in another currency, the issuing bank may apply exchange rates or additional fees.
4 Customer Authorization
By submitting payment details, the customer confirms that they are authorized to use the selected payment method and authorizes Saba Rock to charge the total amount displayed at checkout. The customer is responsible for providing accurate billing and contact information.
5 Cancellations
The following cancellation rules apply unless different conditions are clearly displayed for a specific booking or service:
• Cancellation more than [INSERT NUMBER] hours or days before the scheduled service: [FULL REFUND / PARTIAL REFUND / ACCOUNT CREDIT / OTHER].
• Cancellation within [INSERT NUMBER] hours or days of the scheduled service: [INSERT POLICY].
• No-show or failure to use the booked service: [INSERT POLICY].
• Weather, operational or safety-related cancellations by Saba Rock: [INSERT RESCHEDULING OR REFUND POLICY].
6 Refunds
Refunds are issued only when permitted under the applicable cancellation policy or required by law. Approved refunds will be returned to [THE ORIGINAL PAYMENT METHOD / CUSTOMER WALLET / OTHER] within approximately [INSERT NUMBER] business days. The customer's bank or card issuer may require additional processing time. Payment-gateway, bank or currency-conversion fees are [REFUNDABLE / NON-REFUNDABLE / SUBJECT TO PROVIDER RULES].
7 Failed Pending or Duplicate Payments
If a transaction fails or remains pending, the booking may not be confirmed. Customers should not submit repeated payments without first checking their booking status. A customer who believes they were charged more than once should contact Saba Rock and provide the booking reference, transaction date, amount and the last four digits of the card where appropriate.
8 Disputes and Chargebacks
Customers should contact Saba Rock at [INSERT SUPPORT EMAIL] before initiating a chargeback so the transaction can be investigated. Nothing in this clause limits any rights available under applicable law or the rules of the card issuer or payment network.
9 Payment Security and Personal Data
Payment-card information is processed by the authorized payment gateway in accordance with its security and privacy requirements. Saba Rock and Book & Go do not store full card details unless expressly stated and permitted by applicable requirements. Personal information associated with a purchase will be handled in accordance with Saba Rock's Privacy Policy at [INSERT PRIVACY POLICY URL].
10 Changes to this Policy
Saba Rock may update this policy when its services, commercial rules, payment-provider requirements or applicable laws change. The version displayed at the time of purchase will apply to that transaction unless otherwise required by law.
11 Contact
Questions about payments, cancellations or refunds should be sent to [INSERT SUPPORT EMAIL] or [INSERT SUPPORT PHONE]. Please include the customer's name, booking or order reference and transaction date.
Completion checklist
• Replace all bracketed fields.
• Confirm the legal merchant name, address, support contacts and transaction currency.
• Confirm cancellation, no-show, weather and refund rules.
• Add links to the Privacy Policy and any general Terms of Service.
• Send the completed draft to the payment gateway provider for approval.
• Obtain legal review for British Virgin Islands requirements where appropriate.
• Send the approved wording to Book & Go for placement in the Sugarcane app.