Renter Help
Credits and Credit Types
- Do cash credits have an expiry date?
- What happens if my bonus or referral credits expire?
- How do I know when my bonus or referral credits expire?
- Why do some credits have an expiry date?
- Which types of credits have an expiry date?
- What is an "expiry date" for credits?
Sailo Refund Plus
- How can I find out the status of my refund claim?
- How can I contact Customer Service about my refund?
- How long does it take for a refund to be processed?
- Where should I add my bank account information?
- What personal information will I be required to provide when submitting a refund request?
- What is Sailo Refund Plus?
Common Questions
- What type of yacht should I charter?
- What should I bring on a boat rental?
- What should I wear on a yacht charter (or boat rental)?
- How many people can be on board at the same time?
- How do I file a complaint/claim for a refund?
- How does Sailo protect my personal data and payment information?
Messaging and Booking
- As a renter, can I captain my own boat?
- How do I share a booking with a friend?
- How long is a typical rental period?
- How do I include a coupon?
- How do I contact the boat owner?
- As a renter, how do I know if my booking is confirmed?
Credit card payments - holds, charges and refunds
- Can I receive payment outside the Sailo platform?
- How and when do I pay for a boat rental?
- How can I cancel a booking before it is accepted by the boat owner?
- What is the difference between a hold and a charge on my credit card?
- My booking request was not accepted by the owner, but my credit card shows as charged
Refund to Sailo cash credits
Refundable Security Deposits
- What is a refundable security deposit?
- How much is the refundable security deposit for a boat rental?
- What does “payable at base” mean?
- When is the refundable security deposit hold placed on my credit card?
- What happens if Sailo can not place the hold on the refundable security deposit for my trip?
- When is the hold on the refundable security deposit released?
Renter Installment Plans
- Can I make a partial payment to secure the date of my trip and pay the balance later?
- How can I find out if a boat rental has an installment plan available?
- Why don’t I have the option to pay in installments?
- How do I pay an installment?
- Can I use a different credit card for each installment and pay at any moment?
- Can I pay an installment before its due date?
Cancellations
Renter Eligibility
Week Long Charters
- Can I dock the boat anywhere?
- How do I plan my itinerary?
- What do I do if the boat breaks?
- What happens at check-in?
- Can I charge my iPhone / electronic devices?
- Can I rent a bareboat? What experience do I need?
Reserve for Free - Week Long Charters Only
- Can I cancel my boat reservation?
- How many boats can I reserve at the same time?
- Can I extend my current reservation?
- When does the reservation expire?
- What if I forget that I have a reservation?
- Where can I see my reservation?
