Refund Policy Overview
At AquaVenture Diving, we strive to provide exceptional service. We understand that plans can change, and we've created a fair and transparent refund policy.
Important:
All cancellations must be submitted in writing via email to cancellations@aquaventure.com. The cancellation date is the date we receive your written notice.
Diving Courses Refund Policy
Cancellation Timeline
Refunds for diving courses are based on when you cancel relative to your course start date:
More than 30 days before course start
Full refund minus 10% administration fee ($50 minimum)
15-30 days before course start
75% refund of total course fee
7-14 days before course start
50% refund of total course fee
Less than 7 days before course start
No refund available
Course Rescheduling
We understand that circumstances change. You may reschedule your course:
- • First reschedule (30+ days notice): Free of charge
- • First reschedule (14-29 days notice): $50 rescheduling fee
- • Second reschedule: $100 rescheduling fee
- • Less than 14 days notice: Subject to availability, $150 fee
Rescheduled courses must be completed within 12 months of original booking date.
Partial Course Completion
If you start a course but cannot complete it:
- • No refund for completed portions
- • You may complete remaining portions within 12 months
- • Additional fees may apply for instructor time and boat trips
- • Certification materials and e-learning are non-refundable once accessed
Dive Packages Refund Policy
Package Cancellation Timeline
Dive packages have different cancellation terms due to advance bookings with partners:
More than 60 days before departure
90% refund (10% administration fee)
30-60 days before departure
60% refund
15-29 days before departure
30% refund
Less than 15 days before departure
No refund available
Non-Refundable Components
Certain package components are non-refundable once booked:
- • International or domestic flight tickets
- • Travel insurance premiums
- • Visa application fees
- • Special permits or park entrance fees
- • Third-party accommodation deposits
Package Modifications
Changes to package dates, destinations, or participants may be possible subject to availability and partner policies. A modification fee of $200 per person applies, plus any additional costs from suppliers.
Equipment Rental Refunds
Rental Cancellations
Equipment rental refunds follow these guidelines:
- • 24+ hours before rental: Full refund
- • 12-24 hours before rental: 50% refund
- • Less than 12 hours: No refund
Equipment Issues
If rented equipment is defective or unsuitable:
- • Report issues immediately to staff
- • We will replace equipment at no charge
- • If replacement unavailable, full refund provided
- • No refund for subjective preferences (comfort, color, etc.)
Damage and Loss
You are responsible for rented equipment:
- • Normal wear and tear is expected and covered
- • Damage due to misuse or negligence will be charged
- • Lost equipment charged at replacement cost
- • Damage waiver available for $15/day (covers up to $500)
Refund Process and Timeline
How to Request a Refund
Submit Written Request
Email cancellations@aquaventure.com with your booking reference number, name, and reason for cancellation.
Receive Confirmation
We'll confirm receipt within 24 hours and provide your refund amount calculation.
Processing
Refunds are processed within 5-10 business days of approval.
Receive Refund
Refunds appear in your account within 5-10 business days after processing, depending on your bank.
Refund Methods
Refunds are issued using the original payment method:
- • Credit/Debit Card: 5-10 business days
- • PayPal: 3-5 business days
- • Bank Transfer: 7-14 business days
- • Cash Payments: Bank transfer or check (14-21 days)
Required Information
To process your refund, please provide:
- • Booking reference number
- • Full name on booking
- • Email address used for booking
- • Reason for cancellation
- • Supporting documentation (if applicable)
Special Circumstances
Medical Emergencies
If you cannot participate due to a medical emergency:
- • Provide medical certificate from licensed physician
- • Full refund or credit toward future booking (your choice)
- • Credit valid for 24 months from original booking date
- • Travel insurance may cover additional costs
Weather and Sea Conditions
If we cancel due to unsafe conditions:
- • Full refund or reschedule at no charge
- • We make the final decision on safety
- • No compensation for travel or accommodation costs
- • Travel insurance recommended for these situations
Force Majeure
In case of events beyond our control (natural disasters, pandemics, political unrest, etc.):
- • We will work with you to find alternative solutions
- • Credit toward future bookings (valid 24 months)
- • Partial refunds may be available after deducting non-recoverable costs
- • Travel insurance strongly recommended
Bereavement
In case of death of immediate family member, we offer full refund or credit with no administration fee. Death certificate or obituary required.
Frequently Asked Questions
Can I transfer my booking to someone else?
Yes, you may transfer your booking to another person up to 14 days before the start date. A $75 transfer fee applies. The new participant must meet all medical and certification requirements.
What if I fail to complete the course?
If you don't meet certification requirements, no refund is provided. However, you may retake necessary portions within 12 months. Additional instructor fees may apply.
Do you offer travel insurance?
We strongly recommend purchasing comprehensive travel and dive insurance. We can recommend providers but do not sell insurance directly. Insurance can cover cancellations, medical emergencies, and equipment loss.
What if I miss my scheduled course or package?
No-shows without prior cancellation are not eligible for refunds. Please contact us as soon as possible if you know you'll be late or unable to attend.
Can I get a refund if I'm not satisfied?
If you're unsatisfied with our service, please speak with our staff immediately. We'll do our best to resolve issues on-site. Refunds for dissatisfaction are evaluated case-by-case and are not guaranteed.
How long do I have to use a credit?
Credits toward future bookings are valid for 24 months from the date of issue. Credits are non-transferable and cannot be redeemed for cash.
Contact Us About Refunds
For cancellations, refund requests, or questions about this policy:
Response Time
We respond to cancellation requests within 24 hours during business days.
💡 Tip:
Consider purchasing travel insurance when booking. It can provide coverage for cancellations due to illness, injury, or unforeseen circumstances beyond our refund policy.