We are committed to providing our guests with a safe, enjoyable, and well-organized experience. To ensure clarity and fairness for all participants, the following Cancellation, Refund & Attendance Policy applies to all bookings made through our website or any authorized third-party booking platform. By completing a booking, guests confirm that they have read, understood, and agreed to the terms outlined below.
- Guest-Initiated Cancellations
1.1 Cancellation Window
Guests may cancel their booking up to 48 hours prior to the scheduled trip departure time for a full refund of all fees paid. This includes the trip fee and any optional add-ons purchased at the time of booking.
1.2 Non-Refundable Period
Cancellations made within 48 hours of the scheduled trip departure time are strictly non-refundable, regardless of the reason for cancellation. This policy applies universally, including but not limited to emergencies, illness, travel delays, or changes in personal circumstances.
1.3 Method of Cancellation
All cancellation requests must be submitted through:
• The official booking platform used to complete the reservation
• Our customer service email
• Any designated contact form on our website
The timestamp of the request received in our system shall be considered the official cancellation time.
1.4 Confirmation of Cancellation
It is the responsibility of the guest to ensure they receive written confirmation that their cancellation has been processed. A refund is not considered approved until a confirmation email has been issued.
- Late Arrival & No-Show Policy
2.1 Required Arrival Time
Guests are expected to arrive at the designated meeting point on or before the confirmed meeting time stated in their booking confirmation, itinerary, or reminder messages.
2.2 Grace Period
A maximum grace period of 15 minutes will be provided. After this window, the trip will proceed as scheduled.
2.3 No-Show Classification
Failure to arrive within the grace period will result in the booking being classified as a No-Show.
• No-Show bookings are not eligible for any refund, partial refund, credit, or rescheduling.
• The operator bears no responsibility for traffic delays, transportation issues, parking challenges, or personal miscalculations of travel time.
2.4 Impact on Group Departures
For group departures, late arrivals may disrupt the schedule and pose safety concerns. As a result, trips must depart on time, and the guide or captain cannot delay departure for late guests.
- Operator-Initiated Cancellations
3.1 Reasons for Cancellation
We reserve the right to cancel or postpone a trip if conditions are deemed unsafe or unsuitable. Reasons may include, but are not limited to:
• Severe weather
• Hazardous sea conditions
• Mechanical or operational issues
• Safety concerns
• Government restrictions or port authority advisories
3.2 Guest Options If the operator cancels a trip for any of the above reasons, guests will be offered:
• A full refund of all fees paid, OR
• The option to reschedule for another available date and time.
3.3 Exclusions of Liability
While refunds for the trip cost will be provided, the operator is not liable for any additional expenses incurred due to cancellation, such as:
• Transportation costs
• Accommodation expenses
• Loss of income or business
• Any other indirect or consequential losses
3.4 Communication of Cancellations
Guests will be notified via email, SMS, or phone call as soon as reasonably possible if a cancellation is required due to safety or operational factors.
- Booking Modifications & Special Requests
4.1 Modification Requests
Requests to modify a booking — including changes to dates, guest names, or other trip details — must be submitted more than 48 hours prior to the scheduled trip.
4.2 Approval of Changes
Modifications are subject to availability and are not guaranteed. We reserve the right to deny modification requests for operational, scheduling, or capacity reasons.
4.3 Additional Fees
Certain modifications may incur administrative fees, depending on the nature of the change and partner platform policies.
- Guest Responsibilities & Conduct
5.1 Adherence to Safety Guidelines
Guests are required to follow all instructions provided by the crew and guides for their safety and the safety of others. Failure to comply may result in removal from the activity without refund.
5.2 Health & Fitness Requirements
Guests should ensure they are physically capable of participating in the activity. Those with medical conditions, mobility issues, or special requirements are encouraged to notify us in advance.
5.3 Accurate Personal Information
All guests must provide accurate personal details (including emergency contact information). The operator is not responsible for issues arising from incorrect or incomplete information.
- Weather, Environmental, and External Conditions
Marine and outdoor activities are subject to environmental conditions that may change rapidly. While we strive to operate as scheduled, guests acknowledge that:
• Itineraries may be adjusted for safety.
• Wildlife sightings or environmental conditions cannot be guaranteed.
• Weather forecasts are not always accurate, and on-site assessments take priority.
- Acceptance of Terms
By completing a booking through our website or any authorized third-party platform, guests acknowledge and agree to:
• All terms outlined in this Cancellation, Refund & Attendance Policy
• Any additional safety, operational, or legal guidelines provided before or during the activity
• The assumption of risks inherent in marine and outdoor activities
- Governing Law & Policy Updates
8.1 Governing Law
This policy is governed by the laws and regulations of the jurisdiction in which the operator is registered and operates.
8.2 Right to Amend
We reserve the right to amend or update this policy at any time. Updates will apply to bookings made after the date of amendment. The latest version will always be published on our website.