Refund & Returns Policy
Last updated: June 2024
Overview
We want every guest to book with confidence. This policy explains how cancellations and refunds work for tours and experiences booked with Polaris Split. By completing a booking, you agree to the terms set out below.
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 small.
How to cancel
To cancel or amend a booking, contact us by email or WhatsApp as early as possible and include your booking reference. We will confirm your cancellation in writing.
Weather & operational cancellations
Your safety comes first. If we must cancel a tour due to adverse weather or operational reasons, we will offer you the choice of rescheduling to another available date or receiving a full refund.
Refund processing
Approved refunds are issued to the original payment method. Please allow several business days for the amount to appear, depending on your bank or card provider.
Late arrivals & no-shows
Our tours depart on schedule. Guests who arrive after departure or fail to show up are not eligible for a refund. Please arrive at the dock at least 15 minutes before your departure time.
Contact us
If you have any questions about this policy or a specific booking, please get in touch — we're always happy to help.