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Cancellation & Refund Policy

​Effective Date: 01/01/2025

 

1. RECREATIONAL SCUBA DIVING COURSES / FREEDIVING COURSES / MERMAID COURSES

 

Applies to:

 

Scuba Diver, Open Water Diver, Adventure Diver, Advanced Open Water Diver, Rescue Diver, Emergency First Response, cualquier curso recreativo de referencia y cursos especializados. Discover Freediving, Skin Diving, Basic Freediver, Basic Freediver Upgrade, Freediver, Advanced Freediver, Master Freediver, Discover Mermaid, Basic Mermaid, Basic Mermaid Upgrade, Mermaid, Advanced Mermaid

 

Booking Requirements:

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  • Non-refundable deposit required to confirm booking
     

  • Full balance due by the course start date

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Cancellation Terms:

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  • >7 days before course start: Full refund (minus any already issued digital materials or eLearning codes)
     

  • 3–7 days before: Deposit is non-refundable; rescheduling is possible without penalty
     

  • <72 hours before: No refund; rescheduling only with a valid medical certificate
     

  • No-show: No refund
     

  • Medical Cancellations: A doctor’s note is required for any medical-related cancellation. In such cases, the affected customer may choose to refund (minus fees), reschedule, or receive a voucher valid for one year. If the guest is part of a group, their companions will retain their reserved spaces on the boat; no refund, reschedule, or voucher will be issued for the companions.

 

Additional Conditions:

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  • No refunds once in-water training begins
     

  • Course changes due to medical conditions during training are handled on a case-by-case basis
     

  • Students must complete all required documents and waivers before the course starts
     

 

2. PROFESSIONAL SCUBA DIVING COURSES

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Applies to:

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Divemaster, Assistant Instructor, IDC, MSDT, Specialty Instructor Courses

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Booking Requirements:

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  • non-refundable deposit required
     

  • Full balance due 5 days before the course start
     

  • All eLearning fees are non-refundable once materials are issued

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Cancellation Terms:

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  • >14 days before course start: Full refund (minus eLearning or materials issued)
     

  • 3–14 days before: Deposit non-refundable; rescheduling possible
     

  • <72 hours before: No refund
     

  • During the course: No refund; rescheduling possible for remaining modules with a doctor’s note
     

  • No-show: No refund
     

  • Medical cancellations: 1-year voucher provided with documentation

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Dismissals:

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Students dismissed due to misconduct or safety violations are not eligible for a refund. Re-enrollment is at management discretion.

 

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3. FUN DIVES, DIVE PACKAGES, & DIVE EXPERIENCES (DSDs)

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Applies to:

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Certified diver fun dives, multi-day packages, Discover Scuba Diving (DSD), refresher dives

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Booking Requirements:

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  • $50 USD deposit per diver required to confirm booking
     

Cancellation Terms:

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  • >7 days before: Full refund
     

  • 3–7 days before: Deposit non-refundable; rescheduling possible without fee
     

  • <72 hours before: No refund
     

  • No-show: No refund
     

  • Medical Cancellations: A doctor’s note is required for any medical-related cancellation. In such cases, the affected customer may choose to refund (minus fees), reschedule, or receive a voucher valid for one year. If the guest is part of a group, their companions will retain their reserved spaces on the boat; no refund, reschedule, or voucher will be issued for the companions.

 

  • Once the diver enters the boat: No refund under any circumstances

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Special Notes for DSDs:

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  • No refund if the candidate cannot complete the in-water session

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  • Optional “in pool only” DSD available before signing up for Open Water Dives for comfort evaluation

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  • If there is a medical problem, it is mandatory to present a medical certificate that allows diving one day before the activity or on the day of the activity.

 

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4. TOURS, SNORKELING TRIPS, GOLFCARTS, ACCOMMODATION & 3RD PARTY SERVICES

 

Applies to:

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Whale shark tours, Contoy, Chichén Itzá, Xcaret parks, golf cart rentals, and any externally operated experience

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Important Clause:

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Pocna Dive Center acts solely as a booking agent for services operated by independent third-party providers.

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Cancellation Terms:

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  • Each operator has their own cancellation policy
     

  • Pocna Dive Center is not responsible for delays, cancellations, or changes by third parties
     

  • We will assist in communicating with third-party vendors for resolution, but refunds or credits are subject to their terms
     

 

5. GENERAL TERMS (APPLICABLE TO ALL SERVICES)

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Weather Policy:

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  • Rain or cloudiness is not valid for cancellation
     

  • Trips are only canceled if the harbor master closes the port
     

  • If canceled due to harbor closure, clients may reschedule or receive a full refund (excluding the value of issued educational materials, which keep their validity for 1 year)
     

Behavior & Safety-Related Dismissals:

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No refunds for clients dismissed due to:

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  • Alcohol or drug use before or during the activity
     

  • Disrespectful, abusive, or unsafe behavior
     

  • Violation of local laws or dive safety standards
     

  • Threatening or discriminatory behavior

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Transferability:

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  • All vouchers and deposits are transferable to another individual
     

  • Must be used within 1 year from the original issue date
     

No-Shows:

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  • No refunds for no-shows or late arrivals
     

  • Please contact us as early as possible to reschedule, where possible
     

 

6. CUSTOMER COMPLAINTS & DISPUTES

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We aim to resolve all concerns quickly and fairly.

  • Please raise issues during your visit to allow us a chance to resolve them
     

  • Unresolved matters must be submitted in writing within 28 days of service completion
     

  • Complaints received after this period may not be eligible for review or compensation
     

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