FAQs: Booking changes & refunds
Amending your booking
Can I amend my booking details?
Yes, amendments are possible depending on availability and timing. Once confirmed, you can request one free rescheduling if submitted at least 3 days before departure. Changes after 7 days prior may not qualify for full refunds, but eligible modifications can still be arranged.
Can I add/remove participants from my booking?
Yes, participant changes are possible subject to availability and timing. Additions require available spots on the selected date/time; removals may qualify for partial refunds if requested early (per our policy: full refund for cancellations 7+ days before departure).
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Key Rules
- Add participants: Make another booking on our website or contact our support with booking ID; we'll check capacity and process. After that you will receive another email for paying the extra payment.
- Remove participants: Eligible for refund if 7+ days prior; closer to departure may incur fees or be non-refundable.
- All changes follow our Terms and Conditions.
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For remove participants, submit requests via your booking page (My Orders) with booking reference ID, full names, and new participant count. Early requests (ideally 3+ days before) improve approval. Weather/safety still applies to final tour status.
Will I get an updated order no. after my booking has been amended?
No, your original booking reference ID (e.g., #2888) remains the same for tracking purposes. Amendments like rescheduling, adding/removing participants, or minor changes are updated directly on the existing order in our Shopify system.
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What You'll Receive
- Confirmation email: Sent with updated details (new date/time, participant list) linked to your original order number.
- Account dashboard: Log in at splitdyboat.com > My Orders to view all changes in real-time.
- No new invoice: One order number simplifies support and check-in (same QR code if using e-tickets).
- New booking creates new order: If you prefer to make a completely fresh booking instead, a new order number will be generated—but we kindly don't recommend this, as it may cause confusion with multiple orders for the same tour.
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Contact support via your booking page if details don't update within 24 hours. All changes follow our Terms and Conditions.
Refunds
How long will it take to receive my refund?
Once your refund request is approved, the refund will be initiated within 24 hours. After the initiation, the time taken for you to receive the refund will be different depending on your payment method.
- Credit/debit card: 7-14 business days
- Apple/Google Pay: 7-14 business days
- Local e-wallet:
- If paid with your balance: 1-3 days
- If paid with a credit/debit card linked to your wallet: 7-14 business days The actual timeframe can depend on your bank's policy. Please contact your bank for details.
- Online banking: 7-10 business days
- Bank transfer: 14-30 business days
There can be a case where we can't refund to you via your original payment method. In this case, your refund will be processed by bank transfer, which can take up to 30 business days.
How can I cancel/refund my booking?
Once your booking is confirmed on splitdyboat.com, no cancellations can be made unless it meets specific conditions in our policy (e.g., weather cancellation or early requests).
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Refund Eligibility
- Full refund: 7+ days before departure, or if we cancel due to bad weather/low group size.
- 3 days before: One free rescheduling (no refund).
- Less than 3 days: Generally non-refundable.
- Processing takes 7-10 business days via Shopify Payments.
Contact support via your booking page immediately for assistance. Full details in Terms and Conditions. Early requests help most!
What can I do if I missed my booking due to a delayed/cancelled flight?
We're sorry to hear about that, we understand travel disruptions happen. If you miss your Splitdyboat tour due to a documented flight delay/cancellation, contact us immediately with proof for case-by-case assistance.
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Options Available
- Rescheduling: One free change if requested within 24 hours of your original departure (subject to availability, 3+ days notice preferred).
- Partial/Full refund: Possible if flight documentation verifies uncontrollable delay (e.g., airline notice), reviewed per our policy.
- No-show policy: Without proof, standard non-refundable rules apply (no cancellation post-confirmation).
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Next Steps
Email admin@splitdyboat.com with:
- Booking ID (e.g., #2888)
- Flight details + proof (boarding pass, airline email)
- Preferred new date
We'll respond within 24 hours. See Terms and Conditions for details—early contact helps most!