Sailo Cancellation Policy

As long as the booking request hasn't been accepted by the Boat Owner, the Renter can cancel the request without any charge for the booking or Sailo Service/Processing Fee. 

Renter can cancel a booking request by clicking on the “Cancel” button on the user’s “Dashboard” or from the booking details page under “My Trips” in the user’s Sailo account. If the cancellation is submitted before a booking is “Confirmed” by the boat owner, the credit card will not be charged and the hold placed on the booking amount will be cancelled and money will be released.

If Renter cancels after the booking request has been accepted, the booking will be subject to the terms of the cancellation policy in place for each boat. The Renter should check the cancellation policy with the Boat Owner, as some of the professional operators have specific cancellation policies which supersede that of Sailo. Whenever a Boat Owner doesn't have a specific cancellation policy, Sailo's Standard Cancellation policy as described below will apply. 

Sailo Standard Cancellation Policy 

If the Renter cancels a confirmed booking full* 5 days or more prior to midnight (23:59PM) local time zone of the boat location and if the Boat Owner agrees with the cancellation, the Renter will receive a full refund of the rental price paid. The associated Service/Processing Fee is non-refundable.

If the Renter cancels a confirmed booking less than full* 5 days prior to midnight (23:59PM) local time zone of the boat location, the paid rental price and the associated Service/Processing fee are not refundable. The security deposit, if already on hold at the time of cancellation, will be released. 

*How to calculate full 5 days before the trip date - If the trip date is June 15th, the deadline for cancellation with a refund is by end of day June 9th at midnight (23:59 PM) local time zone of the boat location. 

If the Boat Owner cancels a confirmed booking at any time, the Renter will get a full refund including the Service/Processing Fee. 

Cancellations due to NO-SHOW

If the Boat Owner (or the designated captain) fails to show-up at the time of rental check-in, is unfit to operate the vessel (for captained charters), or does not communicate the correct physical location of the boat, the Renter will receive a full refund including the Service/Processing Fee. In this case, the Boat Owner will not receive any payment and will be charged an additional fee in the amount of the Service/Processing Fee. 

If the Renter is a no-show within one hour of the agreed rental check-in, 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. 

Cancellations Initiated by Boat Owners 

Cancellations initiated by the Boat Owner for any reason (e.g. booking wrongfully accepted, unavailability, wrong number of guests, etc) will impact the position of the boat on Sailo’s search results page and may reflect in the owner reviews page. 

A cancellation fee in the amount of the Sailo Service/Processing Fee will also be applied to the Boat Owner account. 

For more than one cancellation within 6 months, additional fees may be applied. 

Cancellations Due to Fraud 

Sailo may decide to cancel a trip after the booking was confirmed to protect users against fraud or for trust and safety considerations. Both the Renter and Boat Owner will be notified accordingly. For any chargebacks after the trip due to fraud reasons, Sailo guarantees payment to the Boat Owner. 

Cancellations due to bad weather

For captained charters, weather cancellations and reschedulings are entirely at the discretion of the Captain or Boat Owner. The Renter can not invoke “bad weather” and request a refund as reason for cancellation unless the Captain or the Boat Owner agrees to it. For captained charter, the Captain will make the decision if the weather conditions are dangerous to get out on the water.  

Cloudy skies or a slight chance of rain are not grounds for cancellation or rescheduling. If a cancellation or rescheduling due to bad weather is necessary, either the Renter or the Boat Owner must send an email to [e-mail] stating the reason. If the Renter sends such a request, the email must include a written confirmation from the Boat Owner. If this email notification is sent before the end of the day of the trip date, a full refund will be issued to the Renter. If the email notification is sent after the end of the trip date the Service/Processing fee will be charged to the Boat Owner.

If a trip is rescheduled the Cancellation policy applies to the initial date of the trip.

Automated Cancellations in Case of Non-Payment

Confirmed bookings will be canceled automatically for non-payment in the following situations: 

- failure of payment of an installment. All previous payments will be subject to refund according to the applicable cancellation policy;

- failure of placing a successful hold on the refundable security deposit when the Boat Owner requested the refundable security deposit to be managed by Sailo. In this situation, 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.

Other reasons for cancellation

 If the boat is in an unacceptable condition or the boat profile listing page contains inaccuracies, poor functional or representational features associated with the boat, the Renter will receive a full refund including the Service/Processing Fee. In this case, the Boat Owner will not receive any payment and will be additionally charged a fee in the amount of the Service/Processing Fee;

If the Renter arrives with more people than the actual boat capacity communicated by the Boat Owner, 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.

Extenuating Circumstances

Sailo may waive the fee for the cancellation 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 cancellations 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 cancellation with no fees.

How to Cancel 

If either the Renter or the Boat Owner needs to cancel a confirmed booking they must send an email to [e-mail] asking for the same.

CLAIMS AFTER THE TRIP

Renter

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 [e-mail]. The Renter has to compile documentation (supporting evidence) to file the complaint/claim and send it as attachments at [e-mail]. 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.

 

Boat Owner 

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 put a hold on the Renter's security deposit. 

All claims have to be submitted in writing at [e-mail]. The Boat Owner has to compile documentation (supporting evidence) to file the claim and send it as attachments at [e-mail]. 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

For cancellations 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. 

Except for cancellations due to fraud, the Boat Owner is 100% responsible for any amount disputed or charged back. When a chargeback occurs for any reasons other than fraud, Sailo will reverse the Boat Owner payment for the completed trip until the chargeback is resolved. 

In the situation that a Boat Owner has already received a payout related to a chargeback, Sailo will charge the Owner’s bank account for the chargeback amount and hold that amount in escrow until the chargeback is adjudicated. If the chargeback is won, Sailo will return the disputed amount back to the Boat Owner. If the chargeback is lost, the money will not be returned and used to issue a refund to the Renter. 

Services and payments offered outside of Sailo platform

Sailo platform offers the possibility for the boat owners/captains to add to their boat rental offer any type of extra services. If such additional services are offered by the boat owner they should be listed on the boat profile either as payable to Sailo or as payable at base directly to the boat owner /captain.  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.