Last update: February 7, 2022

The present page summarises the policies about cancellation and refund of Reservations made on the Platform.
These policies apply to all Experiences, with the exception of the Experiences where the specific policies of the Provider prevail, as specified in the section “Payment and Cancellation” inside every Experience page, if applicable.
This document forms an integral part of the General Terms and Conditions.

Key terms

Provider: a user - registered on the Platform - enabled to list Experiences.

Traveller: is a user - registered on the Platform - interested in taking part in the Experiences proposed by Providers.

Minimum Crew: it’s the minimum number of people that must participate in an Experience in order for it to be Confirmed. This value is defined by the Provider at the time of the creation of the Experience itself.

Confirmed Experience: is an Experience whose departure has been confirmed by the Provider that organizes it who, therefore, commits him/herself to carry it out.
An Experience can be in Confirmed status since its creation, or switch to Confirmed when it reaches a number of participants equal to the Minimum Crew. Furthermore, regardless of the number of participants, the Provider can confirm an Experience at any time before departure. When an experience that was not previously confirmed switches to Confirmed, all Travellers on board receive an email notification of such change of state.

Experience Price: the fee due to take part in an Experience, expressed as price per person and/or, for sailing experiences only, as the price to reserve the whole boat.

Cancellation of a booking by the Provider

From the moment you make a reservation for an Experience, the Provider who organises it has 24 hours time to cancel your reservation. This may happen mainly in the case where the Provider has not updated the availability of spots and on Sailsquare a number of available spots higher than actual is shown for the selected Experience.

Sailsquare is a community based on trust and transparency. For this reason, the Provider has always the right to cancel your booking, even after 24 hours from the reservation, in case you have filled in your profile with inaccurate or untrue data (i.e your age or gender, etc.) or you have omitted peculiar needs (i.e. diets, pharmacotherapies, need to bring pets with you, etc.) or physical conditions that may be risky for your safety during navigation.

In the event that the Provider cancels your participation in an experience, you will be fully refunded the amount paid.

Cancellation of a booking by the Traveller

If the Experience you have booked is Not Confirmed, you may opt out to participate in it and receive a refund of the amount paid the cost of any additional Sailsquare services selected at the time of booking.

If the Experience you have booked is Confirmed, you may opt out to participate in it and You may opt out to participate in an Experience and receive a refund of the amount paid - excluding the cost of any additional Sailsquare services selected at the time of booking, only if there are 30 or more days until the departure date. In order to cancel your booking, please contact our Customer Care Service.
Otherwise, you don’t have the right to be refunded the paid amount either partially or totally. In case the Provider confirms the Experience before departure, regardless of the achievement of the minimum crew, you have the right to cancel your booking within 48 hours after receiving the notification email confirming the Experience.

Experience cancellation

Experiences can be cancelled for the following reasons:

  • failure to achieve the Minimum Crew
    If an Experience doesn’t reach the minimum Crew number or is not confirmed by the Provider within the departure date, the Experience will be cancelled.
  • unavailability of the Provider or technical problems with the boat
    If, for some serious unexpected reason at the time of boarding, the Provider would be unable to carry out the Experience or should the boat have serious technical problems that could prevent your safety, the Experience will be cancelled and you will be fully refunded the amount paid.

Refund
If an Experience is cancelled, you will be refunded the amount paid, except in the event that you have previously given up to the Experience.

In no other case, including, for example, reasons of force majeure, bad weather or other factors that prevent the effective carrying out of the planned program, you are entitled to a total or partial refund of the amount paid.