Cancellation and refund policy. When plans change.
Our cancellation and refund policy explains what happens if you need to cancel your diving trip, snorkelling excursion or SSI course with Ocean Tribe in Diani Beach.
Please contact us as soon as your plans change. We will explain the available options and any applicable charges.
Your notice period determines the refund.
The following conditions apply to standard activity bookings. Refund percentages apply to the activity price, subject to the course-material conditions and any specific third-party or booking conditions disclosed before confirmation.
Activity price refunded
Cancel more than 7 days before the scheduled start to receive a full refund of the activity price, subject to the applicable exclusions.
Partial refund
Cancel more than 3 days and up to 7 days before the scheduled start to receive a 50% refund, subject to the applicable exclusions.
No refund
No refund is available for cancellations received 3 days or less before the scheduled start, or for failure to attend at the agreed meeting or pickup time.
Exactly 7 days’ notice falls within the 50% refund window for standard bookings. Exactly 3 days’ notice falls within the no-refund window. The peak-season Kisite exception below has different conditions.
Need another date?
Contact us as early as possible if you would like to move your booking. Rescheduling depends on availability and the arrangements already made for your activity.
We will explain any change in price or additional charges before you agree to a new arrangement. A free change or an exception to the cancellation conditions is not guaranteed.
Private charters, group bookings, accommodation, safaris and third-party services may have specific conditions provided before confirmation. Check your quotation and booking confirmation.
Read the full booking terms →Safety takes priority.
Ocean Tribe may change a site, departure time, itinerary or activity because of weather, sea conditions, equipment issues or other operational circumstances.
Light rain alone does not normally cause cancellation. Decisions are based on the overall conditions and the suitability of the activity.
If we cannot provide your booked activity, we will offer a suitable alternative or rescheduling where possible. If you do not accept an alternative, we will refund the affected services we have not provided.
If an activity has already partly taken place, we will explain any refund for the undelivered portion. A substantial change to the booked service will be discussed with you.
Request a cancellation, refund or change.
Send your request in writing by email or WhatsApp. If you call us, please also send the details in writing so there is a clear record of your request.
Include your booking details
Send your booking reference, lead guest’s name, scheduled activity date and the names of the participants affected.
Explain your request
Tell us whether you want to cancel or request a different date. Include your preferred new dates if you would like to reschedule.
Receive an explanation
We will explain the applicable conditions, refund assessment or available alternatives, including any proposed additional charges.
How refunds are returned
Refunds are normally returned through the original payment method to the original payer. The time taken for the funds to appear depends on the payment provider.
Refunds processed more than 180 days after the original payment are subject to the disclosed 20% processing charge, where permitted by law. This charge does not reduce any refund entitlement that cannot lawfully be restricted.
Returning an item bought in-store.
Items purchased in-store may be returned within 7 days for a refund or exchange if they are unused, in their original packaging and accompanied by a receipt.
Change-of-mind returns are not available for customised or clearance items. This does not affect rights relating to faulty, misdescribed or otherwise non-compliant goods.
Clear answers before you book.
Can I receive a full refund if I cancel?
What happens if I cancel exactly 7 days before the activity?
What happens if Ocean Tribe cancels?
Are SSI digital materials refundable?
Can I reschedule instead of cancelling?
Does illness automatically qualify for a refund?
This page should be read alongside the Booking Terms & Conditions and any specific conditions disclosed before your booking was confirmed. Nothing in this policy limits rights or remedies that cannot lawfully be excluded.
Talk to us as soon as plans change.
Early communication gives us the best opportunity to explain your options and minimise avoidable costs.
