Refund policy

RETURN POLICY


Imua Ohana Return, Cancellation & Refund Policy

Effective Date: May 1, 2026

Welcome to Imua Ohana. By booking, purchasing, renting, or participating in any service, experience, lesson, event, rental, artwork purchase, or merchandise sale through Imua Ohana, you agree to the following policy.


ALL SALES & BOOKINGS POLICY

Due to the nature of our experiences, scheduling, limited availability, travel preparation, custom artwork, and reserved equipment, all sales, deposits, and bookings made with Imua Ohana are final.

We do not offer refunds for:

  • Cancellations
  • Missed appointments or lessons
  • Late arrivals
  • No-shows
  • Change of mind
  • Weather conditions that are considered safe to operate in
  • Personal scheduling conflicts
  • Unused rental time
  • Digital products or downloadable content
  • Custom artwork or commissioned pieces

By booking with Imua Ohana, you acknowledge and accept these terms.


DEPOSITS

All deposits are non-refundable and non-transferable.

Deposits secure your reservation date, equipment, staffing, instruction time, preparation, and scheduling availability. Once a booking is confirmed, that time is held specifically for you and your group.


SURF LESSONS, GUIDED EXPERIENCES & SERVICES

All surf lessons, guided experiences, coaching sessions, camps, tours, and private services are final sale.

If you are unable to attend:

  • No refunds will be issued.
  • Rescheduling may be offered at Imua Ohana’s sole discretion depending on availability.
  • Rescheduling requests must be made at least 72 hours prior to your scheduled booking.

Imua Ohana reserves the right to cancel or reschedule services due to:

  • Unsafe ocean or weather conditions
  • Instructor illness or emergency
  • Equipment failure
  • Circumstances beyond our control

If Imua Ohana cancels a session for safety or operational reasons, guests may receive:

  • A rescheduled date, OR
  • A store credit valid toward a future service

Refunds are not guaranteed.


RENTALS

All rentals are final once equipment leaves possession of Imua Ohana.

Renter assumes full responsibility for:

  • Loss
  • Theft
  • Damage
  • Negligence
  • Late returns

No refunds or credits will be issued for:

  • Early returns
  • Unused rental time
  • Ocean conditions
  • Lack of experience
  • User preference changes

Imua Ohana reserves the right to charge the payment method on file for damaged, destroyed, lost, or stolen equipment.


ARTWORK & CUSTOM PIECES

Due to the personal and handmade nature of our artwork:

  • All art sales are final.
  • No refunds, returns, or exchanges are accepted.
  • Custom commissions require a non-refundable deposit before work begins.
  • Once a custom piece has been started, payment obligations remain in full.

Minor variations in handmade artwork are natural and part of the uniqueness of each piece.


MERCHANDISE & APPAREL

Merchandise exchanges may be considered only for:

  • Incorrect item received
  • Manufacturer defect

Requests must be made within 7 days of delivery.

Items must be:

  • Unused
  • Unwashed
  • In original condition

Shipping costs are non-refundable.

Imua Ohana reserves the right to deny any exchange request that does not meet these conditions.


CHARGEBACKS & PAYMENT DISPUTES

By purchasing through Imua Ohana, you agree not to initiate chargebacks or payment disputes for services rendered, scheduled reservations, deposits, or agreed-upon policies.

Any fraudulent chargeback attempts may result in:

  • Permanent refusal of future service
  • Collection actions
  • Additional administrative fees


ACKNOWLEDGEMENT

By booking, purchasing, renting, or participating with Imua Ohana, you acknowledge that you have read, understood, and agreed to this Return, Cancellation & Refund Policy in full.


RENTALS, SURF LESSONS, PROPERTY USE & GUEST CONDUCT

Imua Ohana maintains a respectful, family-oriented environment rooted in aloha, safety, and community.

The following behaviors are strictly prohibited on any Imua Ohana property, rental space, or associated location:

  • Excessive drinking or intoxication
  • Illegal drug use
  • Parties or unauthorized gatherings
  • Destructive behavior
  • Aggressive, abusive, threatening, or disrespectful conduct
  • Harassment toward guests, instructors, neighbors, staff, tenants, or anyone on property, THIS IS INCLUDED FOR SURF LESSONS OFF LOCATIONS. IF THERE IS ANY ABUSIVE CONDUCT TO INSTRUCTOR AT ANY TIME, YOUR LESSONS WILL BE REVOKED AND YOU WILL NOT BE ISSUED A REFUND OR INVITED BACK. 

Absolutely no abusive behavior between guests staying together, or toward any tenants, staff, neighbors, or persons on the property, will be tolerated under any circumstance.

Additionally:

  • Only registered and approved guests included in the original booking are permitted on the property.
  • No outside visitors or unapproved guests are allowed without prior written approval from Imua Ohana.

Imua Ohana reserves the absolute right to immediately terminate any stay, rental, lesson, or service if these rules are violated.

If removal from the property or cancellation of services occurs due to violation of these policies:

  • Guests will be required to leave immediately.
  • No refund, credit, or compensation will be issued under any circumstance.


SHIPPING, LIABILITY & OWNERSHIP RELEASE

ARTWORK, MERCHANDISE & PRODUCTS

ALL ARTWORK, MERCHANDISE, PRODUCTS, AND SHIPPED ITEMS BECOME THE FULL RESPONSIBILITY OF THE CUSTOMER ONCE THEY LEAVE THE POSSESSION OF IMUA OHANA AND TRACKING INFORMATION HAS BEEN PROVIDED.

IMUA OHANA RELEASES ALL LIABILITY, RESPONSIBILITY, AND OWNERSHIP OF THE PACKAGE ONCE IT HAS BEEN SHIPPED.

Imua Ohana is not responsible for:

  • Lost packages
  • Stolen packages
  • Delayed shipments
  • Damaged shipments
  • Carrier mishandling
  • Incorrect delivery by shipping providers

Customers are responsible for monitoring tracking information and working directly with the shipping carrier regarding delivery issues.

While we may attempt to assist in resolving shipping concerns when possible, Imua Ohana does not guarantee replacement, reimbursement, or refund for packages once shipped and tracking has been issued.

By purchasing from Imua Ohana, you acknowledge and accept full responsibility for shipped items once they are transferred to the carrier.