In which cases am I entitled to a refund?

You are entitled to a refund of the fee paid whenever you fall within a case covered by the Traveller Policy, which you accepted when you registered and which we encourage you to always consult before booking. 

Below are a few cases by way of example and not exhaustively:

  • Booking cancelled by the Provider
    The Provider has 24 hours to possibly refuse your booking. If this happens, you will be contacted as soon as possible by our Customer Care team, who will help you find another experience according to your wishes; if no experience is currently available that suits you, you are still entitled to a full refund. If you have any doubts, please consult the article "My booking has been declined, what happens now?" in our FAQ. [link]
  • Not Confirmed Departure
    If the minimum number set by the Provider has not yet been reached, and therefore the Departure is in "Not Confirmed" status, you can choose to cancel your participation. You will be entitled to a refund of the amount paid, less any Sailsquare services purchased during the booking process.

  • Confirmed Departure
    If the departure you have booked is in "Confirmed" status and there are more than 30 days to go, you can choose to cancel your participation. You will be entitled to a refund of the amount paid, less any Sailsquare services purchased during the booking process.

  • Departure cancelled by Provider
    Should your chosen Departure be cancelled by the organiser, you are entitled to a refund. Should this occur, you will be contacted by one of our Customer Care representatives for assistance with your refund or to choose an alternative experience or departure.

  • Confirmation of the Start manually by the Provider even if the minimum number has not been reached
    If the start organiser chooses to confirm the start before the minimum number set by him has been reached, you will be notified by email. Please note that in this case you have 48 hours in which to contact our Customer Care and choose not to participate any longer and are entitled to a refund. If you have any doubts, please consult the article "The departure I am participating in has been confirmed without having reached the minimum number, what does this mean?" in our FAQ. 

  • Significant changes from what is described
    If after your booking the Provider notifies you of any relevant changes to what is described in the Experience page, please contact our Customer Care promptly. Relevant elements of the Experience include, but are not limited to, different embarkation and disembarkation dates, different port of embarkation and disembarkation, mandatory fees not included and only communicated after booking, etc.

    In addition, Sailsquare allows you to verify at the time of departure that the organiser is the person who will accompany the group of participants in the experience, unless otherwise indicated, and that the boat is the one described in the experience sheet at the time of booking. 
You have 12 hours from the date and time of the start of the experience to report any problems or mismatch with what was described in the experience sheet at the time of booking. Once this time period has elapsed without any report being received by Customer Support, or if you still decide to take part in the experience, you will be deemed to have accepted the purchase and a refund will no longer be possible. Please note, however, that if you have any problems you can contact Customer Support from the Help Desk page.

Please note, however, that none of the following situations constitutes an entitlement to a refund:

  • Weather
    Should weather and sea conditions lead to the modification of some of the activities proposed for the experience purchased, there is no right to a refund of the fee. The assessment of weather and sea conditions is the responsibility of the Provider, who will do whatever is necessary to allow you to enjoy a unique experience, for example by choosing to stay a few hours longer in port to wait for the weather to improve, organising activities to be carried out together ashore or choosing to change the proposed itinerary to allow safe sailing for all.

  • Factors external to Sailsquare
    You are not entitled to a refund of the fee paid should you no longer be able to participate in the purchased experience due to impediments external to the platform, such as cancellation of ferries/flights to reach the boarding location.

  • Personal reasons

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