A user has cancelled from one of my departures, what should I do?

We are very sorry that the Traveller has decided to cancel from one of your departures. It is very likely that, before cancelling, the Traveller will contact you to explain why they have chosen to no longer participate


As long as the Departure is Not Confirmed, the Traveller may choose to cancel at any time. In this case, if the Traveller cancels, Sailsquare will refund the Traveller the amount he/she had previously paid for the booking and you will not be charged any cost.

If, on the other hand, the Departure is Confirmed, the Traveller may choose to cancel their booking up to a maximum of 30 days before the departure date. The Traveller will be entitled to a refund of the amount paid for the booking, while you will not be charged any cost.

If there are less than 30 days to the date of Departure, the Traveller will not be entitled to a refund of his booking; the Traveller's payment will be retained and will be paid to you together with the other fees, less the Service Fee charged to the Provider. In return, you agree to maintain the Confirmed Departure.


In the event that the Traveller has chosen the payment in instalments scheme for the selected Departure and does not pay the balance within the terms set out in the policy, the relevant booking will be cancelled, and the associated places will be made available again on the Platform. In this case, the deposit amounts already collected on your behalf will still be paid to you, less the Service Fee charged to the Provider.

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