Cancellation and Refund Policy

1. Basic Principle of Transparency

• 1.1. Boatkom allows the Boat Owner (Member) to define their own cancellation policy within the dashboard.
• 1.2. Display before payment: The selected cancellation policy is clearly displayed on the booking page before completing the payment process. Completing the booking constitutes the Customer's explicit acceptance of this policy.
• 1.3. Priority of the displayed policy: The policy displayed to the customer at the time of booking governs that booking, even if the boat owner later modifies their settings for future reservations.

2. Available Cancellation Policies (Customer Side)

The member must choose one of the following three policies for their boat:

• 2.1. Flexible Policy
  • 2.1.1. 75% refund of the rental price if canceled within 24 hours of the trip start time.
  • 2.1.2. 50% refund of the rental price if canceled more than 24 hours before the trip start time.
• 2.2. Moderate Policy
  • 2.2.1. 100% refund of the rental price if canceled within 12 hours of the trip start time.
  • 2.2.2. 75% refund of the rental price if canceled more than 12 hours but less than 24 hours before the trip start time.
  • 2.2.3. 50% refund of the rental price if canceled less than 48 hours but more than 24 hours before the trip start time.
• 2.3. Strict Policy
  • 2.3.1. 100% refund of the rental price if canceled 24 hours or more before the trip start time.
  • 2.3.2. 80% refund of the rental price if canceled more than 24 hours but less than 48 hours before the trip start time.

3. Mandatory Exceptions (Weather Conditions and Force Majeure)

Regardless of the selected cancellation policy, the Customer is entitled to reschedule or receive a full refund in the following cases:

• 3.1. Sailing is prohibited by an official decision from the competent authorities (such as the Border Guards or the National Center for Meteorology).
• 3.2. If the captain or the competent authority determines that the weather conditions are unsafe for sailing.
• 3.3. The boat malfunctions without the boat owner providing a suitable alternative.
• 3.4. The occurrence of a force majeure event that prevents the execution of the trip.

4. No-Show Policy

• 4.1. Customer No-Show: If the customer fails to show up at the agreed time and location, the boat owner has the right to apply the "No-Show" policy according to the previously displayed settings, which may include deducting a percentage of the amount or no refund.
• 4.2. Boat Owner No-Show (Material Breach): If the Boat Owner (or their representative) fails to show up at the agreed time without prior notice or a valid excuse, this is considered a material breach of their obligations. In this case, the platform has the right to immediately take the following actions:
  • 4.2.1. Full refund of the amount paid to the Customer.
  • 4.2.2. Applying disciplinary penalties to the Boat Owner (such as a financial fine, account suspension, or permanent removal from the Platform).

5. Boat Owner Cancellation

If the boat owner cancels the booking, the customer is given the choice between the following options:

• 5.1. Keeping the amount as a credit in their Boatkom wallet to be used for another booking.
• 5.2. Receiving a full refund of the paid amount.
• 5.3. Disciplinary Actions: Boatkom will re-evaluate the Boat Owner's performance (changing their level or suspending their account) in the event of repeated unjustified cancellations.

6. Refund Mechanism (Financial Return)

• 6.1. Any refunded amounts will be processed through the original payment method used by the Customer.
• 6.2. Boatkom is committed to processing refund requests immediately on its end. As for the time it takes for the amount to reach the Customer's account, it is subject to the regulations of the Saudi Central Bank (SAMA) and the policies of the bank or payment provider, as follows:
  • 6.2.1. Mada Cards: The refund process is settled immediately upon receiving the transaction in the bank's system.
  • 6.2.2. Credit Cards: The refund process is settled within a period not exceeding three business days from the date of receiving the transaction in the bank's system.
• 6.3. Boatkom bears no responsibility for any delay caused by the card-issuing bank or the payment service provider.

7. Disputes

• 7.1. In the event of a dispute regarding the reason for cancellation or financial entitlement, Boatkom reserves the right to review the booking records, communications, and materials available to it to make an operational decision within the platform without becoming an operational party to the trip itself.
• 7.2. Submitting Financial Complaints: The customer or boat owner can submit a formal complaint via the platform's designated form, and the platform will review it based on the available evidence.