Booking Policy

Our Easy-To-Understand Booking Policy

 

People Over Profit Policy

We reserve the right to 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

If, for any reason (weather, visibility, 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 to your departure time. We'll email or call you to discuss an alternative date.

  • Changes/cancelations from our end grant in-store credit or a full refund, no questions asked
  • Gear failure, seasickness, and poor visibility or weather won’t grant any refunds (in-store credit can be discussed on a case-by-case basis)

  • Customer changes and cancellations

  • Changes made up to 7 days prior to your trip have no extra cost
  • Changes made between 12 hours and 7 days of your trip will incur a $39 rescheduling fee
  • Cancelations up to 7 days prior to your trip grant a full refund
  • Cancelations made between 12 hours to 7 days of your trip don’t get a refund but can be issued in-store credit minus a $39 rescheduling fee
  • No shows or cancellations within 12 hours of departure don't get a refund or in-store credit
  • PRIVATE CHARTERS AND PARTY CRUISE CHANGES & CANCELATIONS

  • Changes made up to 30 days prior to charter have no extra cost
  • Changes made between 7 to 15 days of charter will incur a $189 rescheduling fee charged to the credit card on file
  • Within less than 7 days of charter, no date changes can be made
  • Cancelations up to 30 days prior to charter grant a full refund
  • Cancelations made between 7 to 15 days of charter will incur a penalty fee of 20% of reservation full price, charged to the credit card on file
  • Cancelations made within 7 days of charter will incur a penalty fee of 50% of reservation full price, charged to the credit card on file
  • No-shows will have 100% of reservation full price charged to the credit card on file

  • 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 (varies by trip and boat)

    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 on our boat charters. Snorkeler and freedivers can join without the use of scuba gear.

  • 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 the most recent dive being less than a year.
  • On the day of your dive, you must bring your certification card with you. We will send you back home if you can’t prove your certification.


    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