Our Easy-To-Understand Booking Policy
People Over Profit Policy
We reserve the right look at customers’ issues individually to accommodate them as best as we can, even when we need to contradict any of the other clauses in this policy in order to do so.
COVID-19
Coronavirus-related changes and cancellations grant either in-store credit or full refunds on a case-by-case basis.
Waterhorse Charters changes and cancellations
Your safety is our number 1 priority. If, for any reason (weather or mechanical related), scuba diving on the day of your trip is considered unsafe, we reserve the right to change or cancel the trip. This could happen up to 12 hours prior your departure time. We'll email or call you to discuss an alternative date.
If you decide not to reschedule your trip, a full refund will be issued - no questions asked.
Customer changes and cancellations
You can change your reservation with no additional cost up to 7 days prior to your trip. In the same way, if you cancel your reservation up to 7 days prior to your trip, you'll get a full refund.
Changes made within less than 7 days of your trip will require a $39 rescheduling fee. Cancellations within less than 7 days of your trip or late arrivals don’t get a refund but can be issued an in-store credit. No shows don't get a refund or in-store credit.
Gear failure, seasickness, and poor visibility won’t grant any refunds - but we’ll do our best to accommodate you on the trip. If diving conditions are considered unsafe by the crew, divers will be issued a full in-store credit.
Refunds
Refunds are issued on your credit card within 2-3 business days after the day of the trip for:
- Weather or mechanical related cancellations
- Customer cancellations up to 7 days prior to trip
- Minimum amount of divers not reached
Refunds amounts are credited back to bank account or credit card within 10 business days of being processed.
Dive charters/shore diving qualification and experience
Only certified divers can go scuba diving from our boat charters. Non-divers can ride as passengers on boat charters or go shore diving on noncertified tours.
- Dives slated as ‘ALL LEVELS’ are suited for open water certified divers or superior certification levels with a minimum of 5 dives. If you are an open water diver looking to dive an ‘ADVANCED & UP’ site, we require you to hire a tour guide.
- Dives slated as ‘ADVANCED & UP’ are only suited for advanced divers or superior certification levels with a minimum of 10 cold water dives and most recent dive being less than a year.
- Dives slated as ‘TECH’ are only suited for tech divers or equivalent training and most recent tech dive being less than a year.
On the day of your dive, you must bring your certification card with you and a valid Passport (if going on a Coronado Islands trip).
Age requirements
Children under 10 can come on the boat and snorkel, but they can’t dive. Divers between 10 and 15 years old need to be accompanied by a certified parental guardian or tour guide. Divers 16 and older can come solo.
Credit card charges and safety
Your credit card will be charged as soon as your reservation is completed. In case of cancellation or changes, we'll contact you before making any refunds or charges to your card.
We use Secure Socket Layer (SSL) technology to encrypt your credit card and other sensitive information when you make reservations with us. The process of encryption prevents unauthorized individuals from viewing your information as it's securely transmitted over the internet. Once received, your credit card information is not transmitted over the internet again.
Email policy
By providing your email address, you're acknowledging that we may periodically send promotional emails about new services, special offers or other information, which we think you may find interesting. These will always include an option to opt-out of future such emails.
Video and photography release
By accepting this policy you're granting us the irrevocable right and permission to use photographs and/or video recordings of you in our website, social media, and/or promotional flyers, as well as waiving the right to approve the final product. All such photographs, video, audio recordings, and digital files will remain our property.
If any of your questions weren't covered here, please feel free to contact us at info@www.waterhorsecharters.com or call +1.619.224.6195.
Updated 06.02.2020