You have the right to full refound of the fee paid for an experience, including fees for the platform service, in all of the following cases:
- Reservation rejected.
The Crew Leader / Tour Leader has 24 hours to eventually refuse your booking. If this happens, you will be contacted as soon as possible by an operator of our Customer Support who will help you in finding another experience according to your wishes; if there is currently no experience that is right for you, you still have the right to a refund. If you have any questions, please read the article "My reservation has been refused, what happens now?" .
- Holiday not confirmed.
If the minimum number set by the Crew Leader / Tour Leader has not yet been reached, or the experience is in "" not confirmed "" status, you can request a refund. Proceed with the cancellation of your participation on the crew page by clicking on "" Leave Holiday "": you will then be contacted by an operator of our Customer Support to receive assistance for refound or to choose an alternative experience.
- Experience canceled by the Crew Leader / Tour Leader.
If the experience you have chosen would be canceled by the organizer, you are entitled to get refunded. If this happens, you will be contacted by an operator of our Customer Support to receive reimbursement assistance or to choose an alternative experience.
- Confirmation of experience by the Crew Leader / Tour Leader.
If the experience organizer chooses to confirm it before the minimum number set by him is reached, you will receive an email notification. We remind you that in this case you have 48 hours to contact our Customer Support and choose not to participate in the experience anymore, being entitled to a refund. If you have any doubts, please consult the article "The experience to which I participate was confirmed without having reached the minimum number, what does it mean?" of our FAQs.
- Relevant changes to what is described on the experience sheet.
If, after your booking, the Crew Leader / Tour Leader were to notify you of any significant changes compared to what is described in the experience sheet, you are entitled to a refund of the fee. Moreover, Sailsquare allows you to check at the time of departure that the Crew Leader / Tour Leader is the person who will accompany the group of participants to the experience, unless otherwise indicated, and that the boat is the one described in the experience page at the time of the reservation. You have 12 hours from the time of the start date and time of the experience to report any problems or the mismatch with what described in the experience page at the time of booking. After this time has elapsed without any notification to Customer Support or deciding to take part in the experience, it will be considered accepted as purchased and it will no longer be possible to obtain a refund. We remind you however that for any problem you can contact the Customer Support from the page help.sailsquare.com/hc/it .
We remind you that it does not entitle you to refund any of the following situations:
- Weather conditions
If the weather-marine conditions lead to the modification of some activities proposed for the experience acquired, there is no right to refund of the fee. The assessment of weather and sea conditions is a task that falls to the Crew Leader / Tour Leader, who will do everything necessary to allow you to live an experience in any case unique, choosing to stay a few more hours in port to wait for the weather better, organizing activities to be carried out together on the ground or choosing to modify the proposed itinerary to allow safe navigation to all the participants.
- External factors in Sailsquare
You have no right to refound of the amount paid if you can no longer participate in the experience acquired due to impediments external to the platform, such as cancellation of ferries / flights to reach the place of embarkation.
- Personal reasons.
For any other exceptional situation not listed among those described above, please contact our Customer Support for further clarification.