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Cancellation & Refund Policy

Last updated: 24 June 2026

This policy explains what happens if you need to cancel a booking made through Coral Playground, and when you are entitled to a refund. It forms part of our Terms & Conditions.

1. The standard policy

When you book, you pay a deposit — this is the amount collected by Coral Playground at the time of booking (it equals our platform commission). The remaining balance is payable directly to the operator, normally on arrival.

  • Cancel 7 or more days before the experience start date: you receive a full refund of your deposit.
  • Cancel within 7 days of the experience start date: the deposit is non-refundable by default, and the unpaid balance is simply not collected.

Individual operators may choose to offer a more generous cancellation policy. Where they do, that policy is shown clearly on the listing and applies to that booking.

2. If the operator cancels

If an operator cancels a confirmed trip for any reason other than documented force majeure, you receive a full refund of your deposit, regardless of timing. Where possible, the operator may instead offer to rebook you onto another date or vessel — you are free to accept the rebooking or take the refund.

3. Force majeure

Trips genuinely prevented by events outside reasonable control — severe weather, government action or port closures, declared public-health emergencies, or sudden mechanical failure verified by an independent surveyor — are treated as force majeure. In these cases your deposit is typically held as a credit toward a future trip, or refunded in full or in part at the operator's discretion. The operator will notify you as early as possible and offer a clear path forward.

4. No-shows

Failing to show up for a booked experience without prior notice is treated as a cancellation within the non-refundable window: the deposit is forfeited and the balance is not collected.

5. Changes instead of cancelling

Where possible we encourage changes over cancellations. Many operators will let you move to a different date on the same vessel, or transfer your place to another diver who meets the same prerequisites, with reasonable notice. Contact the operator or our support team to arrange this.

6. Insurance — strongly recommended

We strongly recommend that every diver carries both dive insurance (e.g. DAN) and trip-cancellation insurance. Trip-cancellation insurance is your protection if you have to cancel for reasons such as illness, bereavement, or travel disruption inside the non-refundable window — situations this policy cannot cover but your insurer may. Some operators require active dive insurance as a condition of boarding.

7. How to cancel and how refunds are paid

To cancel, use your booking page or contact the operator or support@coralplayground.com. Eligible refunds are issued to your original payment method in the original payment currency:

  • Automatic refunds typically take 5–10 business days to appear, depending on your bank.
  • Manually processed refunds are issued within 24–48 hours and then take 5–10 business days to settle.

8. Disputes

If you disagree with a refund decision, contact support@coralplayground.com. We mediate based on the policy in force at the time of booking, any force-majeure evidence, and the communication record between you and the operator.

Questions about this policy? Email support@coralplayground.com.