If the Renter submits a cancelation while a booking request is “Pending approval” by the boat owner, the credit card will not be charged and the hold placed on the booking amount will be canceled and money will be released. Renter can cancel a booking request by clicking on the “Cancel” button on the booking details page under the “My Trips” section in the user’s Sailo account.
If the renter submits the cancelation after the booking was “Confirmed” by the boat owner, the terms and refund amount depend on the cancelation policy set by the owner.
Full refund of paid amount excluding the service fee (service fee is non-refundable) if renter cancels 6 days or more before trip start date.
No refund if renter cancels within 5 days or less before trip start date.
Full refund of paid amount excluding the service fee (service fee is non-refundable) if renter cancels 3 days or more before trip start date.
No refund if renter cancels within 2 days or less before trip start date.
Full refund of paid amount excluding the service fee (service fee is non-refundable) if renter cancels 31 days or more before trip start date.
No refund if renter cancels within 30 days or less before trip start date.
No refund if renter cancels anytime after booking was confirmed by the boat owner.
No cancelation policy shown on the boat page
If none of these cancelations is shown on a boat page the policy section on the page will say: “To find out which cancelation policy applies, renters should ask the boat owner directly through the “Message Owner” button on the boat page.” If a renter submits a booking for such a boat he implicitly agrees to the terms of cancelation determined by the boat owner.
Rescheduling a trip can not be used to circumvent the particular cancelation policy of a booking. If a trip is rescheduled the Cancelation policy applies to the date of the trip that is closest to the date of the cancelation.
Service fees are charged for services rendered at the time a booking is confirmed such as payment processing, security verification, fraud protection, customer support and are non-refundable. They will be paid by the person requesting the cancelation, regardless of when the cancelation is made.
If the Boat Owner cancels a confirmed booking at any time before the trip date, the Renter will get a full refund including the Service Fee.
Cancelations due to NO-SHOW
If the Renter does not show up within one hour of the agreed rental check-in time, it will be considered that he/she forfeit their trip. In this case the Renter will not receive any refund (i.e. the boat rental price, extras and the Service/Processing fee), while all other parties, including the Boat Owner, and Sailo will automatically receive respective payments.
Cancelations by Sailo Staff Due to Fraud
Sailo staff may decide to cancel a trip after the booking was confirmed to protect users against fraud or because of any other trust or safety considerations. Both the Renter and Boat Owner will be notified accordingly. For any chargebacks/disputes due to fraud after the trip, Sailo guarantees payment to the Boat Owner.
Cancelations due to bad weather
Weather cancelations and reschedulings are entirely at the discretion of the Captain or Boat Owner. The Renter can not invoke “bad weather” as reason for cancelation unless the Captain or the Boat Owner agrees to it. The Captain will make the decision if the weather conditions are dangerous to get out on the water. A cancelation for bad weather can be submitted 24hrs or less before the trip starting time.
Cloudy skies or some rain are not grounds for cancelation or rescheduling due to bad weather. Rain during a part of the duration of a trip is not grounds for a refund.
Automated Cancelations in Case of Non-Payment
Confirmed bookings will be canceled automatically for non-payment in the following situations:
- For payment failure of an installment by the due date, if a booking is being paid in instalments. All previous payments will be subject to refund according to the applicable cancelation policy;
- For hold failure of the security deposit, if a booking has a refundable security deposit. In this situation, the Renter will not receive any refund, while all other parties, including the Boat Owner and Sailo will automatically receive respective payments.
The system will automatically attempt to charge an instalment or place a hold on the security deposit on the due date. The Renter also has the possibility at any time to submit the payment or the hold manually from the “Make payment” button on the booking page.
Cancelation due to misrepresentation of the listing
If the Renter requests a cancelation on the trip day before taking the trip for reasons such as: the boat is in an unacceptable condition or the boat profile listing page contains major inaccuracies, poor functional or representational features associated with the boat, the Renter will receive a full refund including the Service Fee. If the Renter takes the trip despite the presence of any of the reasons mentioned above there will be no refund and the boat owner will receive their payment for services rendered.
Cancelation due to maximum number of guests
It is illegal to take on a boat more guests than the maximum number listed on the boat page. If the Renter arrives with more people than the actual boat capacity listed on the boat page, the Captain or Boat Owner will cancel the trip and the Renter will not receive any refund, while all other parties, including the Boat Owner, and Sailo will automatically receive respective payments. The age of a person is irrelevant on a boat. According to USCG law every head (including infants) counts as a person.
Cancelations Initiated by Boat Owners
In case of cancelations initiated by the Boat Owner for any reason (e.g. booking wrongfully accepted, unavailability, wrong number of guests, etc) the boat owner will cover the refund processing fee. If a boat owner has more than 1 cancelation in the previous 3 months, an additional handling fee will be charged.
The number of cancelations initiated by the owner will impact the position of the boat on Sailo’s search results page and may reflect in the owner reviews page.
Extenuating and exceptional Circumstances
Sailo may waive the fee for the cancelation initiator (the Rentar or the Boat Owner) if certain extenuating circumstances can be shown:
- For bookings confirmed within 150 miles of a named or numbered storms
- Safety-related cancelations stemming from the event of lightning, thunderstorms, heavy rain, or heavy wind within eight hours of the time of the scheduled rental
- Death in the family
- Natural disaster
- Political unrest
Sailo holds the right to require documentation of the above events to approve the cancelation with no fees.
How to Cancel
If either the Renter or the Boat Owner needs to cancel a confirmed booking they can do so by clicking on the “Cancel” button on the booking page. Depending on the reason for the cancelation, the cancelation request may be automatically approved or sent to Sailo staff for review.
If the “Cancel” button doesn’t show on the booking page a cancelation request can be submitted by sending an email to email@example.com asking for the same.
CLAIMS AFTER TRIP
The Renter has until 12:00PM (noon) local time zone of the boat location the day after the trip to submit a claim and request a partial or total refund.
All claims have to be submitted in writing at firstname.lastname@example.org. The Renter has to compile documentation (supporting evidence) to file the complaint/claim and send it as attachments at email@example.com. Documentation may include but is not limited to pictures or videos, credible witness statements, screenshots of text and/or email conversations, etc. Sailo will weigh and compare the evidence provided by both the Renter and the Boat Owner and will make a determination if the claim is valid.
The Boat Owner has until 12:00PM (noon) local time zone of the boat location the day after the trip to submit any damage or lost items claim and formally request Sailo to charge the Renter's security deposit. Sailo will immediately charge the amount requested by the boat owner from the security deposit and may decide to adjust or refund it after the claim analysis is finalized.
All claims have to be submitted in writing at firstname.lastname@example.org. The Boat Owner has to compile documentation (supporting evidence) to file the claim and send it as attachments at email@example.com. Documentation may include but is not limited to pictures or videos, credible witness statements, screenshots of text and/or email conversations, etc. Sailo will weigh and compare the evidence provided by both the Renter and the Boat Owner, and will make a determination if the claim is valid.
CHARGEBACKS AND DISPUTES
For cancelations initiated by the Boat Owner Sailo reserves the right to charge a fee in the amount of the Service/Processing fee to the Boat Owner in the form of a chargeback. Service fees are charged for services rendered at the time a booking is confirmed such as payment processing, security verification, fraud protection, customer support and are non-refundable.
Except for cancelations due to fraud, the Boat Owner is 100% responsible for any amount disputed or charged back. In the situation a renter submits a dispute against the boat owner, their bank will reverse the entire amount disputed plus a dispute fee. Sailo will chargeback the Boat Owner for the already sent payout (including the applicable fees) until the dispute is resolved. The chargeback amount will be withdrawn from future payouts.
If the bank decides that the dispute is won by the boat owner, the bank will return to Sailo the previously reversed amount. At that time Sailo will return to the Boat Owner the charged back amount. If the dispute is lost by the boat owner, the money will not be returned by the bank and the case will be closed.
Services and payments offered outside of Sailo platform
Sailo offers the possibility for the boat owners/captains to add to their boat rental listing any type of extra services. If such additional services are offered by the boat owner they should be listed on the boat profile. Any arrangements for additional payments outside of what is listed on Sailo is against our policy. Sailo is not responsible in any way for any services or payments arranged between the boat owner/captain and renter if such services/payments are not mentioned as add-ons/extras on the Sailo platform.