Refunds and cancellations: a fair policy for island charters

2026-10-13 · 4 min read

Sooner or later a trip gets cancelled. How you handle it decides whether the guest returns.

Decide your policy before you need it

Write it in plain words: how much deposit you take, when a guest can cancel for free, and what happens when you cancel because of weather or a breakdown. Put it in the message you send with your price.

When you cancel

If the sea is unsafe or the boat has a fault, you cancel. Offer a refund or a new date, and say so early.

When the guest cancels

Follow your policy. Be kind when it is a real emergency. A small goodwill gesture often earns a future booking.

In Triplyne

Open the request and choose Cancel. If the guest paid, tick Refund the customer and set the amount. A message is written for you and you can change it. The trip is marked Cancelled, the guest sees your message on their link, and you can send it by SMS, WhatsApp or Viber straight away.

If you cancel or delete a trip that came from a request, Triplyne asks if you want to tell the guest too, so no one is left waiting.

Send the money back quickly

A refund that comes the same day is remembered. Ask for the guest's account number if you do not have it, and send a short confirmation when it is done.

Keep a note

The cancelled request and its message stay in your records, so you can answer any question later.