Cancellation Policy

1. Cancellation Timeframes and Fees

  1. More Than 14 Days Before the Start Date
    • Full Refund: Cancellations made 14 days or more prior to the scheduled start date of the activity or tour are eligible for a full refund minus any non-recoverable charges imposed by suppliers (e.g., accommodation or transportation partners).
  2. 7 to 13 Days Before the Start Date
    • Partial Refund: Cancellations in this window may incur a 20–30% cancellation fee, deducted from the total booking cost. The exact fee depends on supplier policies and the type of activity or package booked.
  3. Less Than 7 Days Before the Start Date
    • Limited or No Refund: Cancellations made within 7 days of the start date may be ineligible for a refund or subject to a 50–100% cancellation fee. Contact our customer support team to review possible options.
  4. No-Show on the Start Date
    • No Refund: Failure to arrive on the scheduled date and time without prior notice or arrangement will be treated as a no-show, typically resulting in no refund.

2. Changes or Modifications to Bookings

  1. Rescheduling:
    • Guests may request to reschedule 7 days or more prior to the start date. We’ll make every effort to accommodate your new preferred date, but availability and partner policies may limit options.
  2. Activity Switch:
    • Switching from one tour or excursion to another is possible if availability allows. Additional fees may apply if the new activity is of a higher cost.
  3. Special Considerations:
    • In cases of medical emergencies or extreme weather, we may waive or reduce certain fees upon receiving valid documentation.

3. Refund Process

  1. Refund Method:
    • Refunds are processed to the original payment method used for booking (e.g., credit card, bank transfer).
  2. Processing Time:
    • After confirming eligibility for a refund, our team will process the payment within 5–10 business days. Your financial institution may require additional time to credit your account.
  3. Fees and Deductions:
    • Where applicable, any cancellation, transaction, or supplier-imposed fees will be deducted from the total refund amount.

4. Exceptions and Force Majeure

  1. Unforeseen Events:
    • In the event of external factors beyond our control (e.g., natural disasters, political unrest, or global health crises), Aquajoy may modify the policy. We’ll communicate all changes promptly and work closely with customers on refunds, rescheduling, or credit options.
  2. Partner Policies:
    • Some tours and packages may include services from third-party suppliers with their own cancellation terms. In such cases, any stricter partner policies may override or be added to Aquajoy’s policy.

5. How to Cancel

  1. Contact Method:
    • To cancel a booking, please email [bookings@aquajoy.net], or use the online cancellation link if provided in your confirmation email.
  2. Required Information:
    • Provide your booking reference number, the name on the reservation, and the reason for cancellation, if applicable.
  3. Confirmation of Cancellation:
    • Once processed, you’ll receive a cancellation confirmation via email. Retain this for your records.

6. Customer Support

If you have any questions or need to cancel or modify your booking, please reach out to our customer support team at:

Our team is available to assist you with all cancellation requests and will guide you through any fees or refund options.