Our Cancellation Policy
7 Days Prior: You may cancel up to 7 days prior to your activity taking place with NO PENALTIES!* You will receive a full refund. (This policy does not apply to Private Charters or Refunds over $100.00)
Within 7 Days: If you cancel within 7 days of your scheduled activity you forfeit the deposit. It will be held as a credit to your account good for up to one year.
72 Hours (3 Days): If you cancel within 72 Hours of your activity taking place, you will be charged the remaining balance (if only the deposit was paid). No credit will be issued. If you, or a member of your party, fail to show or show up late and are not able to participate you will still be responsible for the full amount of the activity.
*To cancel your reservation for any reason, you must call our office directly. Cancellations made via email are not valid, will not be honored and you will still be financially responsible for any charges incurred.
**All refunds processed over $100.00 will be subject to a 10% administrative charge. No Exceptions.
Deposit Credits are good for up to one year from the time your booking was originally placed and can only be used toward another deposit payment, no exceptions.
Cancellation Policy for Private Charters and Group Reservations of 10 or more:
Private Charters: A 25% Cancellation fee will be charged for ANY cancellation. If you cancel within 7 days of your trip you forfeit the deposit, and you may be charged the remaining balance by the activity operator, unless otherwise agreed by the operator.
Group Reservations (for 10 or more): A 25% Cancellation fee will be charged for ANY cancellation. If you cancel within 7 days of your trip you forfeit the deposit, and you may be charged the remaining balance by the activity operator, unless otherwise agreed by the operator.
Adjusting Your Reservation
You must call our office directly to make any adjustments or changes to your reservations. These includes times, dates, amount of guests attending and type of activity. A new confirmation will be emailed to you once the changes are completed. Adjusting your reservation does not exempt you from any penalties you may be responsible for.
Additional Reasons for Cancelling:
Bad Weather: If the tour operator cancels due to bad weather AND cannot accommodate you on another day, you will be issued a FULL REFUND.
Activity Operator: If the tour operator cancels for any reason AND cannot accommodate you on another day, you will be issued a FULL REFUND.
Cruise Ship : If your cruise ship changes itinerary and prevents you from participating in your excursion you will be issued a FULL REFUND. You will need to provide us proof of this itinerary change before we can authorize a refund.
You agree to read and abide by our policies, and you agree to be fully responsible for meeting the guidelines.
Final Confirmation: All reservation holders will be emailed a final confirmation to the email provided when making a reservation within 24 hours. You are responsible to make sure the email you provide is valid, and that you have received the final confirmation. You must contact our office if you have not received your confirmation within 24 hours of making your reservation. This confirmation will contain all the details concerning your activities including times, locations, amounts charged and amounts owed. The final confirmation comes with all check in instructions. You are required to bring this with you and present the confirmation on the day of your activity.
Unsatisfactory Activity Experience: If you experience any issues with the quality of your activity, please address them immediately with your activity operator. Voice your concerns and complaints with the person in charge of the activity in order to reach an amicable solution that day. Do not wait until you return from your vacation. If you feel you deserve a partial or full refund it is imperative you make this known the same day of your activity. Any financial remedy is the responsibility of the activity operator and NOT "DolphinsKeyWest.com, Inc."
DolphinsKeyWest.com, Inc. cannot be held liable for any injuries or damages sustained while participating in any activity. Participants are voluntary and assume all risks involved. Payments are applied when confirmation vouchers are sent. We appreciate your business and hope you have an exceptional vacation. Please contact us with any questions or concerns. We're here to serve you.