If a customer requests to cancel their reservation, we will process the request according to your cancellation policy.

If your policy is not breached

If a customer requests to cancel a trip without violating your cancellation policy, BoatBooker will issue them a full refund of their deposit payment. 

In the event that they paid in full using Online Payments, we will return the whole amount of the trip cost. 

If your policy is breached

If a customer requests to cancel a trip and it violates your cancellation policy, BoatBooker will forward the customer's deposit payment to you. As per BoatBooker's Terms of Use, the customer will only forfeit the deposit, no other penalties or charges should be applied. 

You will then be able to retrieve the deposit by approving a payout from the booking.

If the customer paid in full using Online Payments, we will return the rest of the money (everything except the deposit sum) to them. 

Bad Weather

If the customer requests a cancellation due to bad weather while breaching your policy, we will check with you before processing the cancellation request and issuing a refund. 

The customer will get a refund of their deposit only if you confirm the trip was canceled due to bad weather.

If the customer cancels due to extenuating circumstances

At BoatBooker, we understand that sometimes unforeseen circumstances can disrupt the plans for a trip, both for captains and customers. That's why we have implemented an Extenuating Circumstances Policy to assist both captains and customers in such situations. 

Coverage of the Extenuating Circumstances Policy:

This policy covers situations that are unavoidable, unexpected, and beyond the control of the customer. These situations include, but are not limited to:

• Serious illness
• Death
• Government-mandated obligations
• Travel restrictions
• Natural disasters
• Political unrest
   

It's important to note that this policy only applies to cancellations initiated at least 24 hours before the scheduled trip.

Additional Documentation Requirements:

Depending on the circumstance, BoatBooker may ask the customer to provide additional details to confirm eligibility for the Extenuating Circumstances Policy. Documentation may be required for situations such as serious illness, death, government-mandated obligations, and travel restrictions. However, BoatBooker understands that some situations may not have readily available documentation, such as political unrest, natural disasters, or unprecedented events.

If the required documentation is not provided within 15 days of making the cancellation, the cancellation may no longer qualify under the Extenuating Circumstances Policy, and regular cancellation rules will apply.

Consequences of Qualifying for an Extenuating Circumstances Cancellation:

If a customer qualifies for an Extenuating Circumstances cancellation, captains are eligible for penalty-free cancellations. This means:

• Your Instant Book status won’t be affected
• Your listing's ranking won't be affected
• You will not receive an automatic cancellation review

Policy Amendments:

BoatBooker reserves the right to amend the Extenuating Circumstances Policy at its sole discretion. However, any amendments shall not affect previous or pending cancellations.

We hope this guide provides clarity on BoatBooker's Extenuating Circumstances Policy for captains. Should you have any further questions or need assistance, please don't hesitate to reach out to our support team.