Cancellation and Refund Policy
Latest update: 2 September 2026
This policy explains what happens if a booking with Ha Ha Hakuba is cancelled — by you or by us — and what money comes back. It forms part of our Terms and Conditions.
Your booking keeps the policy that was in force on the day you made it. We may change this page, but a change never reaches a booking that already exists. The cancellation deadline, the late-cancellation charge and the processing fee that apply to your booking are shown to you before you pay, and those are the figures we will use.
1. How to cancel
Please contact us using the details at the end of this policy. There is no cancellation button on our website: every cancellation is handled by a member of our team, so that we can confirm the amounts with you rather than have a form decide them.
2. The short version
The deposit is what you stand to lose, and whether you lose it depends on when you tell us.
| When you tell us | What happens |
|---|---|
| More than 48 hours before your delivery time | Everything you have paid is returned, less the processing fee below. You do not lose the deposit. |
| Within 48 hours, or you do not arrive to collect | We keep a late-cancellation charge and return anything you paid above it. |
| A payment deadline passes and we cannot reach you | We may cancel and offer the equipment to someone else. What you have paid is not returned — which can never be more than the deposit. |
| We cancel | Everything you have paid is returned in full, with nothing deducted. |
3. Cancelling more than 48 hours ahead
If you cancel more than 48 hours before your delivery time, we return everything you have paid, less the processing fee described in section 7. You do not lose the deposit.
The 48 hours are counted back from the time we hand the equipment over, not from midnight on your first day. The exact deadline for your booking is shown to you before you pay.
4. Cancelling within 48 hours, or not arriving
If you cancel within 48 hours of your delivery time, or do not arrive to collect, we keep a late-cancellation charge and return anything you have paid above it.
The charge is the same amount as the deposit for your booking, and is shown to you before you pay. If the deposit is all you have paid, nothing comes back. No processing fee is taken as well — what we keep already covers it.
5. Missed payment deadlines
Each payment we ask for has a deadline, which we give you in writing. If a deadline passes and we cannot reach you, we may cancel the booking and offer the equipment to someone else, and what you have paid is not returned.
That can never be more than the deposit, because a deadline only falls due while something is still owed.
Telling us you want to cancel is always better than going quiet. Tell us in time and your money comes back; say nothing and it does not.
6. If your party gets smaller
If somebody drops out before your rental begins, please tell us and we will re-price the booking. If you have not yet paid in full we adjust what is still owed; if you have already paid, we return the difference on the same terms as a cancellation.
7. The processing fee
Where we return money to you after a cancellation you made more than 48 hours ahead, the amount is reduced by a processing fee. The exact percentage that applies to your booking is shown to you before you pay.
It is not a penalty. Our payment provider keeps its card processing fee when we refund a payment, so returning the whole amount would leave us out of pocket on a booking we never fulfilled. The fee covers that cost and nothing more.
It is never charged on top of the late-cancellation charge in section 4, and never when we are the ones cancelling.
8. If we cancel
We may occasionally have to cancel a booking ourselves. If we do, we return everything you have paid in full, with nothing deducted. The same applies if we have to change your dates or your equipment and you would rather not go ahead.
9. Weather, injury and illness
These happen on a mountain, and we would far rather hear from you than not. If the lifts are closed, or you are hurt or unwell, please contact us and we will look at it case by case.
Anything we do in those circumstances is at our discretion and is not promised by this policy.
10. How refunds reach you
Refunds are returned to the card you paid with, and usually take 5 to 10 business days to appear, depending on your bank.
11. Changes to this policy
We may change this policy, but a change never affects a booking that has already been made: your booking keeps the terms that were in force on the day you made it.
12. Contact us
Ha Ha Hakuba — Customer Service
- Email: hello@hahahakuba.com
- Phone: +852 5715 4292