REFUND POLICY
Blue Wave Island Boat Trips
Effective Date: 18 September 2025
Website: https://bluewave.co.tz/
1. OVERVIEW
This Refund Policy outlines the circumstances and procedures for refunds for services provided by Blue Wave Island Boat Trips, operating under the laws of Tanzania and the legal framework applicable in Zanzibar. This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.
2. PAYMENT AND REFUND STRUCTURE
2.1 Standard Payment Practice
The majority of our tour payments are collected on the day of service, which minimises refund requirements. Payment is typically made in cash (USD, EUR, or TZS) before tour commencement.
2.2 Advance Payment Situations
In limited cases where advance payment is required or requested:
- Payment may be processed through Pesapal payment gateway
- Advance payments are subject to the refund terms outlined in this policy
- Advance payment requests are typically made during peak seasons or for special arrangements
3. WEATHER-RELATED CANCELLATIONS
3.1 Cancellations by Blue Wave
When tours are cancelled due to unsafe weather conditions:
- No payment collected: No financial obligation for customers
- Advance payment made: Full refund or rescheduling at customer’s choice
- Decision timeline: Weather-related cancellations are typically decided 2-4 hours before scheduled tour time
3.2 Rescheduling Options
Customers may choose to:
- Reschedule to any available date during their stay at no additional cost
- Reschedule for future visits (credit valid for 12 months)
- Receive full refund if rescheduling is not possible
4. CUSTOMER-INITIATED CANCELLATIONS
4.1 Cancellation with 24+ Hours Notice
- No payment collected: No financial obligation
- Advance payment made: Free rescheduling to any available date or full refund
4.2 Cancellation with Less than 24 Hours Notice
- No payment collected: No financial obligation, but rescheduling subject to availability
- Advance payment made: 75% refund issued, 25% retained for operational costs including:
- Staff scheduling and preparation costs
- Boat preparation and fuel costs
- Administrative processing
- Opportunity cost of reserved capacity
4.3 No-Show Policy
- No payment collected: No financial obligation
- Advance payment made: No refund available, but may reschedule subject to availability and additional fees
5. FORCE MAJEURE AND UNFORESEEN CIRCUMSTANCES
5.1 Circumstances Beyond Control
In cases of events beyond our reasonable control including:
- Natural disasters or extreme weather events
- Government restrictions or maritime authority closures
- Civil unrest or security concerns
- Medical emergencies affecting tour operations
Refund Policy: Full refund or rescheduling at customer’s choice, regardless of timing.
5.2 Mechanical or Operational Issues
If tours cannot proceed due to:
- Boat mechanical failure
- Equipment malfunction
- Staff illness or unavailability
Resolution: Alternative tour arrangement, full rescheduling, or full refund at customer’s choice.
6. PARTIAL TOUR COMPLETION
6.1 Early Termination Due to Weather
If a tour must be terminated early due to changing weather conditions:
- Tours completed less than 50%: full rescheduling credit.
- Tours completed 50% or more: No refund.
6.2 Early Termination Due to Participant Issues
If a tour is terminated due to participant behaviour, medical issues, or inability to continue:
- No refund provided
- No rescheduling credit offered
- Full payment remains due
7. REFUND PROCESSING
7.1 Processing Timeline
- Cash refunds: Immediate when possible, or within 24 hours
- Electronic refunds: 3-7 business days via original payment method
- International transfers: 5-10 business days depending on banking systems
7.2 Refund Methods
- Pesapal payments: Refunded to original payment method
- Cash payments: Cash refund or bank transfer (customer’s choice)
- Currency: Refunds issued in original payment currency when possible
7.3 Processing Fees
- Bank transfer fees (if applicable) may be deducted from refund amount
- International transfer fees are responsibility of customer
- Pesapal processing fees may apply for electronic refunds
8. SPECIAL CIRCUMSTANCES
8.1 Medical Emergencies
Verified medical emergencies preventing participation:
- With medical documentation: Full refund regardless of timing
- Doctor’s certificate required for medical emergency claims
- Rescheduling option available for recovery period
8.2 Travel Disruptions
Flight cancellations or travel delays affecting tour participation:
- 24+ hours notice of travel issues: Full rescheduling or refund
- Less than 24 hours notice: Standard cancellation policy applies
- Documentation required for airline delays or cancellations
9. REFUND REQUEST PROCESS
9.1 How to Request Refund
Submit refund requests via:
9.2 Required Information
- Booking confirmation details
- Reason for refund request
- Preferred refund method
- Supporting documentation (if applicable)
9.3 Response Timeline
- Acknowledgment: Within 24 hours during business hours
- Decision: Within 48 hours of complete information submission
- Processing: As outlined in Section 7.1
10. DISPUTE RESOLUTION
10.1 Internal Resolution
Refund disputes are initially handled through:
- Direct communication with management
- Review of booking terms and circumstances
- Good faith negotiation for fair resolution
10.2 External Resolution
Unresolved disputes may be:
- Reported to Zanzibar Tourism Board
- Subject to mediation under Tanzanian law
- Resolved through competent courts in Tanzania
11. LIMITATIONS
11.1 Maximum Liability
Our maximum refund liability is limited to:
- Amount actually paid for specific cancelled service
- No compensation for consequential losses
- No coverage for travel expenses, accommodation, or other related costs
11.2 Time Limitations
Refund requests must be submitted:
- Weather/operational cancellations: Within 7 days of scheduled tour
- Customer cancellations: As outlined in respective sections
- All other claims: Within 30 days of tour date
12. GOVERNING LAW
This Refund Policy is governed by the laws of Tanzania and the legal framework applicable in Zanzibar, in conjunction with tourism industry regulations.
13. POLICY UPDATES
This policy may be updated periodically to reflect operational changes or legal requirements. Updates will be posted on our website with effective dates.
14. CONTACT INFORMATION
For refund requests or policy questions:
Blue Wave Island Boat Trips
Email: [email protected]
Phone: +255 777 475 081 / +255 712 455 081
Website: https://bluewave.co.tz/
15. RELATED POLICIES
This Refund Policy is part of our complete terms of service:
This Refund Policy was last updated on 18 September 2025. Please review this policy before booking our services.
