We want your travel planning to be transparent and secure. If you cancel a confirmed private tour or transfer at least 30 days before the scheduled date, you receive a full refund minus a 10% administrative fee. Cancellations made within 30 days of the service are non-refundable. If our team cancels your maritime experience due to severe sea conditions or safety concerns, you receive a 100% full refund. Your accepted cancellation terms are permanently saved as a snapshot on your booking at checkout.
1. Our Single Official Cancellation Policy
Debonda operates under a unified, transparent cancellation policy for all private island tours, vehicle transfers, and logistics packages. Because our services are private and require securing elite guides, vehicles, and vessels exclusively for your party, late cancellations result in direct operational losses. By completing a reservation, you agree to the refund thresholds and administrative rules detailed below.
2. Standard Guest Cancellation Rules
30 or More Days Before Service: If you submit a formal written cancellation request 30 or more days before the scheduled departure date, you are entitled to a full refund of the paid amount, less a 10% administrative fee. This fee covers payment card processing costs, booking software fees, and initial planning labor.
Within 30 Days of Service: If you cancel your booking within 30 days of the scheduled service date, the reservation is completely non-refundable, and 100% of the total fare is retained.
No-Show and Late Arrivals: Failure to arrive at the designated meeting point, marina, or pickup address at the scheduled departure time constitutes a no-show. No-show events and unannounced late arrivals are non-refundable.
3. Product-Specific Terms and the Booking Snapshot
Certain highly customized multi-day itineraries, yacht charters, or third-party dining events may carry specific cancellation terms that differ from our standard policy. Whenever specific terms apply, they are clearly displayed on the product page and during the online checkout process before you initiate payment. At the exact moment of checkout, our system captures a permanent digital snapshot of the agreed terms. This booking snapshot serves as definitive, indisputable proof of the active refund policy attached to your specific reservation.
4. How to Submit a Cancellation Request
To initiate a valid cancellation, you must send a written notification to our official planning desk via email or through our registered WhatsApp number. Cancellations communicated through social media comments, unauthorized phone calls, or third parties are not legally valid. The official timestamp of your written message upon receipt by our servers determines the applicable cancellation window and refund eligibility.
5. Refund Method and Processing Timeline
All approved refunds are processed strictly through our secure Stripe payment processor and returned directly to the original credit card or payment method used during checkout. We cannot issue cash refunds or transfer funds to alternative bank accounts. Once initiated by our desk, funds typically reflect in your bank account within 5 to 10 business days, depending on the processing speed of your card issuer.
6. Cancellations by Debonda for Weather and Safety
Guest safety is our absolute priority. The vessel captain and our ground team monitor maritime forecasts and local conditions constantly. If heavy wind, rough waves, or severe storms make a sea experience unsafe, we reserve the right to cancel or adjust the service. When weather forces a cancellation, we first attempt to offer an itinerary substitution of comparable quality or reschedule your tour for an alternative day. For Split airport speedboats, we may seamlessly move your arrival to our hassle-free road and catamaran package at no extra cost. If substitution or rescheduling is impossible or unacceptable to you, you will receive a full 100% refund with zero administrative fees deducted.
External third-party orders: The 100% weather refund guarantee applies to all operational services within the Debonda partner network. For specific external orders placed with independent third parties at your request, such as private chefs, external charter vessels, or non-refundable marina berths, the refund terms of that specific external supplier apply. Whenever such external terms apply to a part of your reservation, they are stated in your booking snapshot before payment.
7. Force Majeure Disruptions
We are not liable for cancellations or itinerary truncations resulting from force majeure events beyond human control. These include state maritime closures, ferry line strikes, natural disasters, or civil emergencies. While we will provide full operational assistance to help reorganize your island stay during such emergencies, financial refunds for third-party disruptions fall outside this policy.
8. Complaints and Escalation
If you believe your cancellation or refund request was processed incorrectly, you have the right to submit a formal written complaint. For complete details regarding our statutory 15-day complaint response procedure and your rights under Croatian consumer law, please consult the Complaints Procedure section of our Terms and Conditions.