Cancellation, Refund and Rescheduling Policy

This master policy provides consistent rules. The operator-specific percentages, deadlines and fees are stated in the Booking Contract Schedule and frozen at confirmation. No undisclosed rule may be applied later. Mandatory law always prevails.

The refundable amount is calculated from the cancellation time received, the scheduled start time, the versioned time band and the amount actually paid. The displayed calculation must separately show:

• original total and amount paid;
• refundable service amount;
• lawful non-refundable itemised third-party cost, if any;
• refund total and currency;
• expected processing time.

The customer confirms the cancellation only after seeing the result. A support-assisted cancellation must create the same audit record. Silence or failure to attend is not a cancellation request.

Rescheduling is subject to availability and the schedule. If the replacement costs more, the customer must approve and pay the difference. If it costs less, the schedule must state whether the difference is refunded or credited. A disclosed rescheduling fee may apply only where lawful. Once changed, the replacement booking must receive a new or linked contract schedule and retain the prior version for evidence.

If the Operator cancels, cannot safely or lawfully perform, or makes a material change the customer does not accept, the customer may choose a reasonable equivalent, credit with express agreement, or full monetary refund for the affected service. Credit must not be forced where law requires a refund. Customer refunds are not reduced by operator-side platform commission or ordinary processing costs.

The Operator may change or cancel for unsafe weather, sea conditions, emergency, government action or another event outside reasonable control. The schedule must state whether the customer receives rescheduling, credit or refund and must comply with applicable law. The Operator must not label an avoidable staffing, equipment or commercial decision as force majeure.

If a participant cannot take part because a clearly disclosed prerequisite, deadline, certification, physician clearance or document was not satisfied, the customer-responsibility band may apply. If the Operator or Platform failed to disclose the requirement before purchase, accepted information showing ineligibility, or caused the failure, the customer receives the remedy required by law and the operator-responsibility rule.

Health or pregnancy-related cancellation evidence must be limited to what is necessary. The customer should not be required to email detailed diagnoses where a restricted confirmation is sufficient.

The Booking Contract Schedule must state check-in time, cutoff and consequences. A participant is a no-show only after the stated cutoff and reasonable operational checks. A no-show may be non-refundable where law permits. If delay is caused by an Operator-provided transfer or material instruction error, the operator-responsibility rule applies.

If only part of a multi-component service is cancelled, the refund is based on the affected component's disclosed value or a fair proportion where no separate price exists. A participant's voluntary decision to stop after safe performance has begun does not automatically create a refund, but statutory and fault-based remedies remain.

Refunds normally return to the original payment method and currency. The Operator should authorise an approved refund without undue delay and within the statutory deadline. Bank and card-network posting time is outside the Operator's control. Cash or offline payments are refunded by the Operator through the recorded method.

Currency conversion may cause the account credit to differ from the original home-currency debit. Neither the Operator nor Platform guarantees exchange rates; this does not permit retaining an amount otherwise refundable in the booking currency.

Customers should first contact the Operator or Platform so a valid refund can be processed promptly. This does not restrict a legal right to a card dispute. False or abusive disputes may be contested with booking, acceptance and service evidence. The customer must not receive duplicate recovery.

The customer always receives the amount approved under this policy; internal fee allocation must not reduce it. For direct Stripe charges, processing and dispute costs are normally borne by the Operator. The Platform retains its commission for customer- or operator-responsibility refunds unless the Commercial Schedule says otherwise. For Platform responsibility, duplicate/unauthorised charge or Platform error, the proportionate application fee is returned. This internal allocation creates no additional customer charge.