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Attention: The following policies apply to customers who have made a reservation online via our website or via phone call to our office. All reservation holders are agreeing to the binding policy detailed below. No Exceptions.
Our Cancellation Policy
7 Days Cancellation Policy
You can cancel up to 7 Days prior to your activity taking place. You will receive a full refund unless the amount is subject to a service charge.
Cancelling within 7 Days
If you cancel within 7 Days of your scheduled activity you forfeit deposit. It will be held as a credit to your account good for up to one year. You can use it for future reservations at any of our locations in Mexico, the Caribbean, and the Florida Keys. If you made a payment in full you will be refunded 75% of the total amount paid.
Cancelling within 3 Days
If you cancel within 3 Days prior to your activity taking place you will be billed the remaining balance as per the credit card authorization detailed below (if only the deposit was paid). No credit will be issued.
All refunds we processed over $100 will be subject to 10% administrative charge. No Exceptions
PLEASE NOTE: Exceptions do apply to this policy. Please read “Tour Specific Policies”
TOUR SPECIFIC POLICIES:
Cancelling Your Scuba Certification Course:
Deposits paid for Scuba Certification courses are non-refundable, however deposits can be held as a credit for up to one year from the date the booking was placed, and used at any of our locations in Mexico, the Caribbean, and the Florida Keys.
Freeport Dolphins and Freeport Scuba Diving:
For reservations for Freeport Unexso Dolphin programs and Freeport Scuba Diving programs, all cancellations MUST be received 14 days prior to the excursion. Reservations canceled less than 14 days but outside of 7 days, receive a 50% refund. All reservations canceled 7 days prior or less will NOT receive a refund.
Cancellation Policy For Private Charters & Group Reservations:
7 Days Prior: You can cancel up to 7 Days prior to your activity taking place. All deposits are non-refundable. Any charter paid in full will receive a 75% refund.
Within 7 Days: If you cancel within 7 Days of your scheduled activity you will be charged 50% of the remaining balance due, as per the credit card authorization detailed below.
3 Days: If you cancel within 3 Days prior to your activity taking place you will be billed the remaining balance as per the credit card authorization detailed below(if only the deposit was paid). No credit will be issued.
Cancelling Your Reservation:
To cancel your reservation for any reason, you must call our office directly. Cancellations made via email are not valid, will not be honored and you will still be financially responsible for any charges incurred.
Additional Reasons For Cancelling:
Please call our office to inform us if your reservation is cancelled for the following reason.
Bad Weather: If your activity operator cancels due to bad weather AND can't accommodate you on another day, you will be issued a refund. We will confirm if this is the case before issuing a refund.
Activity Operator: If the tour operator cancels AND can't accommodate you on another day, you will be issued a full refund. We will confirm if this is the case before authorizing a refund.
Cruise Ship Itinerary Changes: If your cruise ship changes itinerary and prevents you from participating in your excursion you will be issued a full refund. You will need to provide us proof of this itinerary change before we can authorize a refund.
Airline Itinerary Changes: If your airline cancels your flight or is delayed and prevents you from participating in your excursion you will be issued a full refund. You will need to provide us proof of this itinerary change before we can authorize a refund.
Illness: If you fall ill before or during your trip and this prevents you from participating in your planned activity, you will need to provide us with a valid doctor’s note before we can authorize a refund.
Please Note: The policies listed below apply to all reservations made online or directly over the phone.
Adjusting Your Reservation:
You must call our office directly to make any adjustments to your reservations. These includes times, dates, amount of guests attending and type of activity. A new confirmation will be emailed to you once the changes are completed. Adjusting your reservation does not exempt you from any penalties you may be responsible for.
You agree to read and abide by our policies and you agree to be fully responsible for meeting the guidelines stated.
Final Confirmation: All reservation holders will be emailed a final confirmation to the email provided when making the reservation within 24 hours. You are responsible to make sure the email you provide is valid and that you have received the final confirmation. You must contact our office if you have not received your confirmation with 24 hours of making your reservation.
This confirmation will contain all the details concerning your activities including, times, locations, amounts charged and amounts owed. The final confirmation comes as a PDF attachment to the email we send you.
You are required to bring this with you and present the confirmation on the day of your activity.
Cruise Ship Customer Port Times: Please make sure your itinerary time and local times are the same. Some cruise lines use "ship time" for their port times instead of the actual local time of the port you'll be visiting. If you are late or do not arrive on time because did not schedule your activity accordingly you will still be held financially liable.
No Shows: If you, or a member of your party, fail to appear for your scheduled activity you will be financially responsible for the total amount of the activity reserved. No refunds will be given in such circumstances. No Exceptions.
Showing Up Late: If you, or a member of your party, show up late and are not able to participate you will still be responsible for the full amount of the activity.
Unsatisfactory Activity Experience: If you experience any issues with the quality of your activity, please address them immediately with your activity operator. Voice your concerns and complaints with the person in charge of the activity in order to reach an amicable solution that day. Do not wait until you return from your vacation. If you feel you deserve a partial or full refund it is imperative you make this known the same day of your activity. Any financial remedy is the responsibility of the activity operator and NOT "Best On Travel Network, Inc."
No refund will be given for any cancellations or no-shows as a result of you failing to follow the instructions on the confirmation.
Credit Card Statement: Your credit card statement will display "Best On Travel Network, Inc." as the company authorized to bill your bank or credit card.
Credit Card Charge Authorization: By making your reservation online or by telephone you agree to authorize "Best On Travel Network, Inc." and/or the activity provider you will be participating with to bill your credit card the agreed upon amount you are responsible for related to your reservation. The credit card charges are authorized verbally and/or electronically by you, the reservation holder, and are valid in lieu of a signed credit card authorization form. You also authorize "Best On Travel Network, Inc." as the third-party vendor to provide your credit card and billing information to the relevant activity operator you are scheduled to participate with in order to secure any payments related to your activity. "Best On Travel Network, Inc." is not responsible for any charges incurred as a result of exchange rates or local taxes.
Credit Card Disputes & Chargebacks: You agree to contact and speak to our office via telephone directly to resolve any discrepancy before initiating a dispute or charge-back with your credit card company. If you fail to contact our office before initiating a charge-back you will waive your right to file a dispute and you authorize "Best On Travel Network, Inc." to charge a $25 Administrative fee to your bank or credit card.