Refund policy
Different rules apply depending on what you booked or bought.
- Part A covers freediving, spearfishing and boat activities.
- Part B covers merchandise bought through our online store.
Part A. Freediving, Spearfishing and Boat Activities
Activities are booked on specific dates, with instructors, boats and equipment reserved for you. Once a date is held, we turn other clients away for it. That is why deposits work the way they do.
Deposits
A deposit is required to confirm any booking. Deposits are non-refundable. The deposit is USD 100.
A deposit does not expire if you need to move your date. See Rescheduling below.
If You Cancel
- More than 48 hours before your start time: the balance is refunded in full. The deposit is not refunded, but it can be moved to a new date within 12 months.
- Within 48 hours of your start time: the deposit is not refunded, and we may retain up to 50 percent of the balance, because at that point the instructor, boat and equipment are committed.
- No show: no refund.
If you cancel because of illness or a genuine emergency, contact us directly. We will do our best to work something out, and in practice we usually move the booking rather than keep your money.
If We Cancel
We will not run an activity in conditions we consider unsafe. Swell, wind, current and visibility all affect this, and the call is ours.
If we cancel for weather, sea conditions, or any other operational reason, you may choose either:
- a new date at no additional cost, including your deposit carried across, or
- a full refund of everything you have paid, including the deposit.
This is the one situation where the deposit is refundable.
Partial Days and Shortened Sessions
If an activity starts and is then cut short by weather or a safety decision, we will offer to complete the remaining portion on another date. Where that is not possible because you are leaving Bali, we will refund a fair proportion of the unused part.
We do not refund sessions that were completed as described simply because conditions were less good than hoped. Visibility, current and fish activity vary. They are not guaranteed.
Rescheduling
Let us know as early as you can, and ideally at least 48 hours before your start time. We understand that travel plans change, especially in Bali. Deposits move with a rescheduled booking and remain valid for 12 months.
Courses and Certification
Course fees pay for training and instructor time, not for a certification outcome.
If you do not meet all certification requirements within the scheduled days, no refund is due. You keep the skills, and you may complete the outstanding requirements in a follow up session, subject to availability and any applicable cost.
If We Decline Your Participation
If we assess you as unsuitable for an activity on safety grounds before it begins, and we cannot move you to a more appropriate activity, we will refund everything you have paid including the deposit.
If we end your participation during an activity because you ignored safety instructions, dived beyond agreed limits, behaved dangerously, or participated under the influence of alcohol or drugs, no refund is due.
If you are unable to participate because you withheld or misrepresented medical information, no refund is due.
How Refunds Are Paid
Refunds are issued to the original payment method or by bank transfer, in USD, normally within 10 business days of agreement.
Bank, transfer and currency conversion fees are not refundable, and any fees charged on the refund transfer are deducted from the amount returned.
Part B. Merchandise
Our merchandise is made to order by a print on demand partner, so each item is produced specifically for you after you order.
Damaged, Defective or Wrong Items
If your item arrives damaged, defective, or is not what you ordered, contact us within 30 days of delivery at info@aquatixofficial.com with your order number and clear photographs of the item and packaging.
We will replace it or refund it in full, including shipping. You will not usually need to return the item.
Change of Mind
Because each item is produced individually after you order, we cannot accept returns for change of mind, incorrect size selection, or ordering the wrong item. Please check sizing and product details before ordering.
This does not affect your rights where an item is faulty or not as described.
Order Cancellation
Contact us as soon as possible if you need to cancel. If production has not started we will cancel and refund in full. Once production has started we cannot cancel the order.
Lost Parcels
If tracking shows no movement for an extended period, or the parcel is confirmed lost in transit, contact us and we will arrange a replacement or a full refund.
Where tracking shows delivered but you have not received the parcel, contact us and we will investigate with the carrier.
How Refunds Are Paid
Merchandise refunds are issued to the original payment method. Depending on your bank, funds normally appear within 5 to 10 business days of the refund being processed.
Contact
PTPMA Aquatix Official Watersports
Email: info@aquatixofficial.com
WhatsApp: +1 (226) 210-1308
Last updated: 17 October 2026