Refund Policy

REFUND AND CANCELLATION POLICY

Applicable to rental and tour services offered by New Adventure Sea

This Refund Policy governs the methods, timeframes, and conditions under which New Adventure Sea handles cancellation and refund requests for services booked through the website www.newadventuresea.com, social media channels, WhatsApp, or at our offices.

This policy is an integral part of our General Terms and Conditions of Service.

 

1. Cancellations by the Customer
(No-Shows and Errors)

The scheduling of our boats, Jet Skis, and staff requires advance planning.

Therefore, in the event of cancellation or errors by the customer, the following rules apply:

No-Show:

If the customer does not show up at the embarkation point on the day and time established for the rental, guided tour, or booked event, the reservation will be considered canceled.

In this case, New Adventure Sea will provide a refund of up to 30% of the total amount paid.

Booking errors attributable to the customer: In the event of errors made by the customer during the booking process (for example, incorrect date, time, or service type selection) communicated after the free rescheduling deadline (48 - 72 hours before the event), a refund of up to 30% of the amount paid will be granted.

 

2. Cancellations due to Force Majeure

Safety at sea is our top priority.

If New Adventure Sea is forced to cancel or suspend a rental, tour, or event due to force majeure, the following conditions will apply:

Definition of Force Majeure: This includes exceptional and unforeseeable events beyond the company's control, such as earthquakes, hurricanes, certified adverse weather or sea conditions, bans issued by the Maritime Authorities (Port Authority), or other serious disasters.

Refund for Force Majeure: If the service cannot be provided for the above reasons, the customer will be entitled to a refund of up to 30% of the total amount paid.

Rescheduling (Alternative to Refund): As an alternative to a partial refund, New Adventure Sea will offer the customer the option to reschedule the experience to another available date or time during the season, or the issuance of a voucher of equal value to be spent within 3 months.

 

3. Refund Procedures and Processing

Approved refund requests will be processed using the same payment method chosen by the customer during the original booking, where technically possible.

Refund times vary depending on the banking system:

PayPal: The refund will be credited back to the PayPal account used. (Standard processing time: 1-3 business days).

Credit/Debit Cards (POS Sumup, Google Pay, Apple Pay): The amount will be refunded to the card used for the original transaction. (Processing time: 5-10 business days, depending on the banking system).

Klarna: In the event of a deferred payment, New Adventure Sea will notify Klarna of the partial refund, which will update the customer's payment plan or refund the installments already paid according to its internal policies.

Bank Transfer: The customer must provide a valid IBAN in their name to receive the refund.

(Processing time: 3-5 business days from receipt of bank details).

PostePay Top-up and Cash: For traceability and anti-money laundering reasons, refunds for payments made via top-up or in cash will be processed exclusively via bank transfer to a bank account in the name of the customer who made the booking.

 

4. Exclusion of Refunds for Damages
(Deposit Retention)

As set forth in the Terms and Conditions, New Adventure Sea does not provide any refunds for security deposits or advance payments if the customer causes damage to the company's property (boats, Jet Skis, equipment).

In the event of damage, the customer is required to reimburse the full value of the property or the cost of repairs.

If the security deposit paid does not cover the full amount of the damage, any refunds for other services will be blocked, and the customer will be required to make up the difference or take out insurance coverage if previously purchased.

 

5. Request Procedure

To request a refund under the circumstances provided for in this policy, the customer must contact our customer service department in writing:

Email: info@newadventuresea.com

WhatsApp: +393518370485

The request must include: Booking/order number, first and last name, date of service booked, and reason for the request.

The administrative office will process the request.