Our Philosophy: We want you to have an incredible time exploring the underwater world. We also understand that plans can change. Our cancellation policy is designed to be as fair as possible to you (the diver), our dedicated Dive Providers, and our platform.
Key Definitions
- Booking Date: The date the dive trip or service is scheduled to take place.
- Course Materials Deposit: A non-refundable portion of payment that covers physical course materials including certification manuals, logbooks, certification cards, and digital learning materials that are immediately provided or processed upon booking.
1. Cancellations by the Customer
To receive a refund, we require advance notice. This allows our Dive Providers an opportunity to fill your spot.
Important: Any Course Materials Deposit is non-refundable regardless of cancellation timing, as these materials are ordered or provided immediately upon booking and remain accessible to you.
• More than 7 days before the Booking Date: Full refund, minus a small non‑refundable processing fee of 5%.
• Between 7 days and 48 hours before the Booking Date: 50% refund, minus the service fee.
• Less than 48 hours before the Booking Date: No refund will be issued.
• No‑Show: If you do not arrive for your scheduled dive for any reason, it is considered a "No‑Show." No refund will be issued.
How to Cancel: To cancel your booking, you must do so through your account on our website or by contacting our customer support directly. Cancellations are not accepted via direct message to the Dive Provider.
2. Course Materials Deposit Policy
When booking certification courses, a portion of your payment covers course materials that are immediately ordered or provided. This Course Materials Deposit typically includes:
- Official certification agency manuals and materials
- Digital learning access codes
- Certification processing fees
- Logbooks and certification cards
This deposit is non-refundable under all circumstances as these materials are provided regardless of course completion and remain your property.
3. Cancellations by the Dive Provider
Our providers are professionals, but unexpected issues can arise.
- Provider Cancellation (Non-Weather Related): If the Dive Provider cancels the trip for any reason within their control (e.g., boat mechanical issue, staff shortage), you are entitled to a 100% full refund of service fees. The Dive Provider is financially responsible for this refund and any associated processing fees. Course Materials Deposits remain non-refundable as materials have already been provided.
- Provider No-Show: In the extremely unlikely event that the Dive Provider fails to show up for the scheduled dive, you are entitled to a 100% full refund of service fees and we will issue a $20 credit to your account for a future dive booking. The Dive Provider is financially responsible for the refund, and DiveConnect will cover the $20 credit as a service recovery gesture. Course Materials Deposits remain non-refundable. Please contact us immediately if this occurs.
Provider Responsibility: When Dive Providers cancel due to reasons within their control, they assume full financial responsibility for customer refunds. Dive Connect facilitates the refund process but does not absorb costs for provider-initiated cancellations.
4. Weather & Unforeseen Events
Safety is the absolute number one priority in diving.
- Cancellation by Provider due to Unsafe Conditions: The Dive Provider's captain or lead dive professional has the final say on weather and sea conditions. If they cancel a dive before departure due to unsafe weather (e.g., high winds, strong currents, lightning), you will receive a 100% full refund of service fees. Course Materials Deposits remain non-refundable.
- Trip Interruption after Departure: If a trip has already departed and must be cut short due to a sudden, unforeseen change in weather that makes continuing unsafe, a partial refund or credit will be determined on a case-by-case basis. No refund will be provided for trips that have completed at least one dive.
- Rainy or Cloudy Weather: Bad weather does not necessarily mean unsafe diving conditions. If the dive can proceed safely, a customer's desire to cancel due to rain or clouds does not qualify for a weather-related refund and the standard customer cancellation policy will apply.
5. Medical Inability to Dive
- Pre-existing Medical Conditions: It is your responsibility to ensure you are medically fit to dive. If you book a dive and are then unable to participate because you cannot clear a required medical questionnaire on-site, it will be treated as a customer cancellation made less than 48 hours in advance, and no refund will be issued. Course Materials Deposits remain non-refundable. Please review the PADI/SSI Medical Statement in advance.
- Sudden Illness/Injury: If you must cancel due to a sudden, verifiable medical emergency, please contact us with documentation (e.g., a doctor's note). While our policy is firm, we will review these cases individually to determine if a partial credit for a future booking is possible. Course Materials Deposits remain non-refundable. We strongly recommend all divers purchase travel insurance to cover such events.
6. Certification and Documentation
- Failure to Provide Proof of Certification: Divers must present proof of their diving certification to the Dive Provider. If you fail to provide the required documentation and are not allowed to dive as a result, this will be treated as a No-Show. No refund will be issued.