Refund and Returns Policy
At Moana Divers, we understand that travel plans can change. Our goal is to be as fair and flexible as possible while ensuring that our team and operations are protected.
General Booking Policy
All reservations are confirmed once full or partial payment is received. By completing a booking, you agree to our cancellation and refund terms.
We strongly recommend having travel insurance that covers cancellations due to weather, illness, flight delays, or other unforeseen circumstances.
Cancellations by Moana Divers
We prioritize safety above all. In rare cases, we may need to cancel or reschedule due to unsafe weather, mechanical issues, or other operational reasons.
You will be offered the choice to reschedule or receive a full refund*. Refunds are only issued if the activity cannot be rescheduled during your stay. Please note that weather-related cancellations are made only when conditions are deemed unsafe by our dive professionals. Light rain or normal sea conditions do not usually justify a cancellation.
*All refunds are issued minus any non-refundable transaction fees charged by payment processors or banks.
Cancellations by the Guest
More than 14 days before the activity or check-in date:
You may cancel for a full refund* or choose to reschedule without penalty, subject to availability.
Between 7 and 14 days before:
A 50% refund will be issued, or you may reschedule once without additional cost.
Less than 7 days before:
Cancellations made within 7 days are non-refundable, as your spot and staff time are already reserved.
No-shows or late arrivals:
No refunds or rescheduling options apply.
*All refunds are issued minus any non-refundable transaction fees charged by payment processors or banks.
Non-Refundable Reservation Deposit
To secure your booking, Moana Divers may require a reservation deposit. This deposit is strictly non-refundable under any circumstances.
The reservation deposit is used to:
Secure limited activity and boat capacity
Schedule dive professionals and instructors
Prepare equipment, permits, logistics, and operational resources
Because these resources are allocated in advance, the reservation deposit will not be refunded in case of cancellation, rescheduling, no-shows, late arrivals, weather-related interruptions, or failure to meet participation requirements.
If the booking qualifies for a partial or full refund according to the cancellation policy above, only the remaining balance paid (excluding the reservation deposit) will be eligible for refund, minus any non-refundable transaction fees charged by payment processors or banks.
By making a payment, you acknowledge and accept that the reservation deposit is non-refundable and essential to confirm your booking.
Courses and Multi-Day Activities
For multi-day courses or diving packages, once the program has started, no refunds will be issued for unused portions.
If you must stop for medical reasons, we can issue a credit for the remaining dives or training to be completed at a later date.
Accommodation Bookings
Accommodation reservations follow the same cancellation rules as above. If cancelled less than 7 days before check-in, the booking is non-refundable. Early departures are not eligible for refunds.
Refund Processing
Refunds are processed using the same payment method used for the original booking. Please allow up to 10 business days for processing. All refunds are issued minus any non-refundable transaction fees charged by payment processors or banks.
Changes to Your Booking
You can request to change the date of your booking up to 7 days before the activity or check-in, subject to availability. We’ll always do our best to accommodate your needs.
Dive & Snorkel Safety Requirements
If you are unable to participate due to medical restrictions, lack of certification, or failure to meet safety standards, the booking will be considered a last-minute cancellation and is non-refundable.
Thank You for Understanding
If you have any questions about your booking or need to make changes, please reach out.