How to Get a Castle Refund

• Order Confirmation Email - Have the original confirmation email for your purchase readily available, as it includes critical order details.
• Transaction ID - Locate your unique transaction ID found in your order confirmation or account history, as it is essential for processing your refund.
• Account Information - Ensure you are logged into your Castle account to provide relevant details like your username or registered email address associated with the order.
• Proof of Purchase - Gather digital receipts or any documentation proving the purchase was made, including payment method details.
• Refund Reason - Prepare a clear explanation for the refund request, specifying the reason for the return or dissatisfaction with the service.
• Photos or Evidence - If applicable, include any images or evidence supporting your refund claim, especially if there was an issue with the product received.
• Timeline of Communication - Document any previous communications with customer service regarding your issue, as this will help establish your case.
• Cancellation Policy Reference - Familiarize yourself with Castle's cancellation and refund policies to understand your eligibility for a refund.

At Castle, we strive to provide a seamless experience for our users who engage with our ski package services. Understanding your eligibility for refunds is essential for effective account management. Refund situations are largely determined by your interactions with our service, the specifics of your bookings, and our cancellation policy. Below are some scenarios where you may qualify for a refund or adjustment:

• Booking Cancellations: If you have canceled your ski package ahead of the specified cancellation window outlined in your booking confirmation, you might be eligible for a refund.
• Reservation Changes: In cases where a change to your reservation is necessitated by unforeseen circumstances (e.g., natural events affecting access to the ski area), you could apply for a refund or credit towards another booking.
• Service Interruption: If your ski experience was significantly impacted by operational issues (such as lifts being closed for maintenance), you may be eligible for a partial refund or compensation for that portion of your service.
• Technical Errors: Any issues during the booking process, such as a failure in processing payment that leads to an unintentional charge, may also warrant a review for refund eligibility.
• Changing Weather Conditions: If the weather significantly affects ski accessibility on your booked days, you may qualify for adjustments or refunds based on our policy regarding adverse weather scenarios.

Please refer to our terms of service for detailed information about these scenarios and the relevant timeframes for submitting refund requests.

Castle offers seamless ski rental services, allowing users to easily manage their equipment reservations. Here are some scenarios where users successfully claimed refunds related to their experiences:

• Weather-Related Cancellations: A customer booked ski equipment for a weekend trip but found out that the weather would not permit skiing. They contacted Castle, explained the situation, and received a full refund for their rental due to the adverse weather conditions.
• Change in Travel Plans: A user realized that they had to cancel their ski trip a week before the scheduled rental date. After reaching out to Castle's customer service, they were able to process a refund for their rental fee since they notified Castle within the stipulated notice period.
• Account Management Update: A subscriber intended to upgrade their ski package but accidentally selected the wrong plan during the subscription renewal process. Once they contacted customer support, Castle promptly issued a refund for the difference between the plans after confirming the request.
• Equipment Availability Issues: A customer reserved specific ski gear but was informed shortly before pick-up that the equipment was no longer available. Castle offered an alternative but the customer preferred to cancel. They successfully received a refund since the equipment was not accessible as promised.

Tracking your refund status at Castle is designed to be a smooth and efficient process. Here are some tips to ensure you're always updated on your refund progress:

• Check Your Email Regularly: Castle sends out email updates for each refund request. Look for emails with the subject line "Refund Status Update" to stay informed about any changes.
• Utilize the Mobile App: If you have the Castle app, navigate to the "Orders" section. Here, you can view the detailed status of your refunds directly from your mobile device.
• Visit Your Account Dashboard: Log into your Castle account and head to the "Order History". This section will provide a comprehensive view of your refunds, including the date requested and the current status.
• Check the Billing Section: For more detailed financial information, go to the "Billing" section. This will show you any refunds processed along with their respective amounts.
• Look for Status Updates: When checking the status, note the descriptions provided, such as "Refund in Process" or "Refund Completed", which will give you insight into where your refund stands.
• Contact Customer Service for Assistance: If you have questions about your refund status that are not answered through email or your account dashboard, reach out to Castle's customer service directly for tailored assistance.