Refund & Returns Policy

Overview

We want every guest to book with confidence. This policy explains how cancellations and refunds work for scheduled group tours and experiences booked with Polaris Split. By completing a booking, you agree to the terms set out below.

Please note: This policy applies only to scheduled group tours. Private charters, private events, and corporate bookings are subject to individually agreed booking, payment, cancellation, and refund terms. These customized terms are provided by email as part of the official offer before the booking is confirmed.

Free cancellation

You may cancel your booking free of charge up to 24 hours before your scheduled departure time and receive a full refund. Cancellations made within 24 hours of departure are non-refundable, as your seats are reserved exclusively for you and our group sizes are intentionally kept small.

How to cancel

To cancel or amend a booking, please contact us by email or WhatsApp as early as possible and include your booking reference. We will confirm your cancellation or amendment in writing.

Weather & operational cancellations

Your safety comes first. If we must cancel a scheduled tour due to adverse weather, sea conditions, or operational reasons, we will offer you the choice of rescheduling to another available date or receiving a full refund.

For private charters and events, any changes due to weather or operational circumstances will be handled in accordance with the terms agreed in your booking confirmation.

Refund processing

Approved refunds are issued to the original payment method. Please allow several business days for the refund to appear in your account, depending on your bank or card provider.

Late arrivals & no-shows

Our scheduled tours depart on time. Guests who arrive after departure or fail to attend their booked tour are not eligible for a refund. We kindly ask all guests to arrive at the meeting point at least 15 minutes before departure.

Contact us

If you have any questions about this policy or about your booking, please don't hesitate to contact us. We're always happy to help.