Refund Policy

Cancellation and Refund Policy

Cancellation Policy and Payment Models

The Vendor's cancellation policy is set when their FishingBooker listing is created. The amount of the security deposit transferred to the Vendor upon a breached cancellation policy depends on the Payment Model used by the Customer:

  1. Standard Payment Model:
    • The security deposit is equal to the commission amount preselected by the Vendor.
    • If the cancellation policy is breached by the Customer, the full security deposit will be transferred to the Vendor.
  2. Deposit Payment Model:
    • The security deposit equals the deposit amount preselected by the Vendor.
    • If the cancellation policy is breached by the Customer, FishingBooker will retain an amount equivalent to the preselected commission (cancellation fee), which ranges between 10% and 30% of the preselected deposit amount, and transfer the remaining balance to the Vendor.
  3. Online Payment Model:
    • The security deposit equals the total trip price.
    • If the cancellation policy is breached, FishingBooker will retain an amount equivalent to the preselected commission (cancellation fee), which ranges between 10% and 30% of the total trip price, and transfer the remaining balance to the Vendor.

Exceptions may apply in cases involving extenuating circumstances or bad weather.

In the case of the Standard or Deposit Payment Models, if a Customer chooses to pay the remaining balance through FishingBooker and the cancellation policy is breached by the Customer, the entire amount of the remaining balance will be transferred to the Vendor. Exceptions may apply in cases involving extenuating circumstances or bad weather.

Tips

The Vendor’s cancellation policy applies to any tips paid by the Customer through FishingBooker. In cases of cancellations due to bad weather or qualifying extenuating circumstances, the full tip amount will be refunded to the Customer.

Customer-Initiated Cancellations

All cancellations must be made through the FishingBooker platform or by contacting the FishingBooker Customer Support team.

  • Adherence to Cancellation Policy: Refunds are based on the cancellation policy set by the Vendor for each listing. If a customer cancels according to the Vendor’s policy, they will receive a full or partial refund. If the cancellation violates the policy, no refund may be provided, unless Fishingooker or Vendor deem otherwise.
  • Extenuating Circumstances: Customers are eligible for a refund if the trip is canceled due to extenuating circumstances (e.g., mechanical issues, government-mandated obligations), regardless of the Vendor's cancellation policy. See the Extenuating Circumstances Policy for more details.
  • Bad Weather: Customers are entitled to a refund if their trip is canceled due to adverse weather conditions, regardless of the Vendor's standard cancellation policy. This exception applies only when the Vendor confirms that weather conditions were unsuitable for safely conducting the booked activity.
  • No-Shows: If a Customer does not arrive at the agreed meeting location on time (as determined during checkout or subsequently amended with the Vendor), the no-show is considered a customer-initiated cancellation. This action constitutes a violation of the Vendor’s cancellation policy.
  • Customer Being Late: If a Customer arrives at the meeting point with a significant delay, they are not eligible for a refund. Vendors may, at their discretion, still provide the service to late-arriving customers. For Shared trips, if a customer does not arrive on time, it is considered a violation of the Vendor’s cancellation policy, which may result in the forfeiture of any payments made.

Captain-Initiated Cancellations

All cancellations must be made through the FishingBooker platform or by contacting the FishingBooker Customer Support team.

  • Refunds: If a Vendor cancels, the Customer will receive a full refund. In cases of scheduling issues, such as double bookings, Vendors may face penalties, including a rankings drop and an automatic cancellation review.
  • Security Deposit: To receive the security deposit or the remaining balance after the cancellation fee the Vendor must provide accurate payout information and/or supporting documents within 15 days of the trip cancellation date.
  • Vendor-Initiated Cancellations Due to Customer Breach: If a Vendor cancels a booking through the FishingBooker system due to a breach of obligations by the Customer, the FishingBooker team will review the circumstances. If it is determined that the Customer was in breach, the security deposit (less any applicable cancellation fee) will be transferred to the Vendor.

Cancellation by FishingBooker

FishingBooker may cancel a trip at its sole discretion at any time. In the very unlikely event that a trip is canceled by FishingBooker, funds will be refunded to the Customer as it would have been done under circumstances of a regular cancellation whereby the Vendor’s policy was not breached.

Refunds

Refunds will be processed to the original payment method once approved by FishingBooker. Depending on who initiated the cancellation and the reason for it, the refund may be processed automatically without the need for additional documentation, or it may require a review by the FishingBooker team. If a review is necessary, it may take up to 3 business days to reach a decision, depending on the supporting documentation provided by both parties.

  • Processing Times Credit Card Refunds: Typically processed within 5-7 business days.
  • PayPal Refunds: May be processed within 24 hours (applicable only to the Standard Payment Model).

Please note that, depending on your bank, financial institution, or jurisdiction, the refund may take additional time to appear in your account.

Refunds are issued in the same currency and amount as the original transaction.

In case of a customer-initiated dispute, the transaction cannot be refunded prior to the dispute resolution.

If FishingBooker identifies any abuse of the platform by the Vendor, it reserves the right to refund the Customer in full.

Use of Credits

If a customer cancels a trip in accordance with the Vendor’s cancellation policy, and is issued a prepaid credit or cashback, this credit can be used for future bookings.

If a trip booked using a prepaid credit or cashback is subsequently canceled, the standard refund and cancellation policies will apply. Accordingly, if the Vendor's cancellation policy is breached, the prepaid credit or cashback will be forfeited.

Handling Fraudulent Transactions and Disputes

  • Fraudulent Transactions: FishingBooker takes fraudulent transactions seriously. If a transaction is identified as fraudulent, FishingBooker reserves the right to cancel the booking, withhold any refunds, and notify the affected parties. Appropriate actions will be taken to address the issue.
  • Disputes and Chargebacks: If a Customer initiates a dispute or chargeback, FishingBooker will review the claim and may submit evidence through our payment processor to contest it. If the dispute is not resolved in the Customer’s favor, funds will be processed according to the original booking terms. Unwarranted or abusive disputes may result in account suspension or termination.

FishingBooker may request additional documentation from both the Customer and the Vendor to investigate fraudulent transactions or resolve disputes. If a dispute or chargeback is determined to be invalid or fraudulent, FishingBooker reserves the right to take appropriate action against the responsible party.

If a dispute is lost as a result of the Vendor agreeing to booking conditions with the Customer outside of the FishingBooker platform, FishingBooker reserves the right to withhold the security deposit and deny any payout to the Vendor.

Extenuating Circumstances Policy

If the Customer is no longer able to participate in the booking due to circumstances that are unavoidable, unexpected, and beyond their control, they may qualify for a free cancellation under FishingBooker's Extenuating Circumstances Policy. Situations covered by the policy include, but are not limited to:

  • Serious illness
  • Death
  • Government-mandated obligations
  • Natural disaster
  • Political unrest

This policy applies only to cancellations initiated at least 24 hours before the scheduled trip time. If a cancellation request is made within 24 hours of the trip, depending on the reason provided, the FishingBooker team may defer to the Vendor to determine whether a refund will be issued to the Customer.

The Extenuating Circumstances Policy covers both Customers and Vendors.

  • If you are a Customer, you will be offered a choice between a full refund of your deposit or FishingBooker credits equivalent to your deposit;
  • If you are a Vendor
    • You will not incur any changes to your ranking
    • Your Instant Book status will not be affected
    • You will not receive an automatic cancellation review

Depending on the circumstances, we may ask you to provide additional details and supporting information so we can confirm that you qualify for the Extenuating Circumstances Policy. We will ask for additional documentation in the following circumstances:

  • Serious illness: To qualify for coverage under the Extenuating Circumstances Policy, the illness must be severe enough to prevent the Customer from traveling or fulfilling the booking obligations. If the Customer is unable to complete the trip due to a serious illness affecting a member of their party, the same criteria will apply. FishingBooker may require a statement from a doctor or other medical documentation, which must be dated after the reservation was made and prior to the scheduled trip date. Each cancellation request will be reviewed individually, and FishingBooker retains sole discretion in making the final decision regarding any refund. In case of a Vendor’s cancellation due to serious illness, the same criteria will apply.
  • Government-mandated obligations: If you are unable to complete the trip due to jury duty, court appearances, or other government-mandated obligations, FishingBooker may request a copy of the official notice as supporting documentation, and the final decision will be made after the documentation review.

We’ll review any other circumstances that influence your ability to complete a trip. Among other things, we will not ask for additional documentation in the event of:

  • Political unrest
  • Natural disasters
  • Other unprecedented disasters
  • Death

FishingBooker reserves the right to request additional documentation or evidence to support any claim made under the Extenuating Circumstances Policy. The evaluation and final decision regarding the outcome of such claims are at the sole discretion of FishingBooker and are made as a matter of goodwill, without obligation.

If the required documentation is not provided within 15 days of the cancellation request, the cancellation may no longer qualify under the Extenuating Circumstances Policy. In such cases, the standard cancellation rules will apply.

FishingBooker assesses eligibility under this policy on a case-by-case basis and reserves the right, at its sole discretion, to consider additional factors when evaluating a claim.

FishingBooker does not have a fixed timeframe for making a decision. The decision timeline depends on the documentation provided and will vary on a case-by-case basis.

FishingBooker also reserves the right, at its sole discretion, to amend the Extenuating Circumstances Policy at any time. Any amendments will not affect claims submitted under a previous version of the policy.

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