Last Updated: October 16, 2026
This policy explains what happens to the money you paid through Diveconnect.io when a booking is cancelled, changed, or missed. It forms part of our Terms of Service. The Provider (the dive shop or professional running your dive) is always the seller and Merchant of Record for the dive itself; DiveConnect charges only its own Booking Fee and never holds the Provider's money.
Your booking confirmation and checkout tell you which of these applies:
| What happens | Booking-fee booking | Full-payment booking |
|---|---|---|
| The Provider cancels — for any reason, including weather | Booking Fee refunded in full, automatically | Everything you paid refunded in full, automatically |
| You cancel 7 or more days before the dive | Booking Fee refunded in full | Everything you paid refunded in full |
| You cancel less than 7 days before the dive | No cash refund. You can take the Booking Fee as 90-day DiveConnect booking credit instead — your choice when you cancel | The Provider's Price is refunded automatically according to the Provider's own refund rules (if it has not set any: 50% from 3 to 7 days before the dive, nothing within 72 hours). You can take our Booking Fee as 90-day booking credit |
| You want to cancel on the day of the dive | Not available online. Message the Provider from your booking to make changes | |
| Cancelled because the Provider was not paid (booking-fee bookings only) | Treated as if you cancelled on that day: refund if 7+ days before the dive, otherwise 90-day booking credit | Not applicable — nothing is left to pay |
| No-show — you don't cancel and don't arrive | Booking Fee forfeited (no credit) | Payment forfeited (no credit) |
The 7-day window is counted from the time you cancel to the scheduled start date of your dive. It is the same for every listing.
If the Provider cancels the trip for any reason — weather, sea conditions, a mechanical problem, too few bookings — you get a full refund of what you paid through the Platform, automatically, to your original payment method. You don't need to ask. Providers must record cancellations through the Platform so this happens; if a Provider tells you a trip is off but the booking still shows as confirmed, contact us. For a booking-fee booking, anything you already paid the Provider directly must be refunded by the Provider.
If the Provider fails to run a trip it confirmed (a Provider no-show) and records it as such, we also add a US$20 goodwill credit to your account.
Safety comes first, and the Provider's decision is the final word on weather and sea conditions. When a Provider cancels for weather it is a Provider cancellation and you are refunded in full (Section 3). When a Provider records a weather cancellation, we store the marine forecast for that site and time with the booking, so weather cancellations can be checked.
If the Provider decides a dive can run safely and it runs, later complaints about conditions — for example "it was choppy" or "visibility was low" — do not qualify for a refund. You cannot self-certify a weather refund. If you choose not to go, the rules for customer cancellations apply.
The same applies to other events outside anyone's control — such as storms, port or marine-park closures, government orders, or travel restrictions: if the Provider cancels, you are refunded in full; if the trip can run and you cannot travel, the customer-cancellation rules apply. Travel insurance that covers cancellation is strongly recommended.
You can cancel from your booking until the day of the dive. On the dive day itself (in the Provider's local time zone) you can no longer cancel online; message the Provider from your booking to make changes.
How to cancel. Until the day of the dive, always cancel through your DiveConnect account (My Bookings) or by contacting support@diveconnect.io — not only by messaging the Provider — so the cancellation is recorded and any refund or credit is processed. Before you confirm, the cancel screen shows exactly what you will get back.
Your booking shows the date your payment to the Provider is due and how the Provider accepts payment. We send reminders before and on the due date. When you have paid, use the link in your reminder to tell the Provider; reminders then stop while the Provider confirms receipt.
A cancellation for non-payment or non-confirmation is treated as if you cancelled on that day: if it is 7 or more days before the dive the Booking Fee is refunded; otherwise it is converted to 90-day booking credit automatically.
If you neither cancel nor arrive, the Provider can record a no-show and what you paid through the Platform is forfeited, with no credit. If you are paying at the shop and do not turn up, you owe the Provider nothing further through DiveConnect, but the Booking Fee is forfeited. If something went wrong, contact us — genuine emergencies are reviewed individually (Section 9).
You are responsible for being medically fit to dive and holding the required certification. If you cannot meet the Provider's medical or certification requirements on the day, the Provider may decline your participation and the customer-cancellation rules apply. If you must cancel because of a sudden, documented medical emergency, contact us — we review genuine emergencies individually and may offer booking credit.
Local taxes, park, or conservation fees (for example a reef tax) are collected by the Provider or a local authority directly, are never part of what you pay DiveConnect, and are refunded (if at all) by whoever collected them.
We may update this policy, and any change applies only going forward: the version in effect when you book governs your booking, and that version is recorded with your booking. Current version: 2026-10-16.
Contact support@diveconnect.io or visit our Help Center.