Return & Refund Policy

Prazz Ventures provides tourism services, including whale watching, marine activities, safaris, day tours, round tours, accommodation and taxi services. These are services rather than physical products, so physical product returns generally do not apply. This policy explains how booking payments and refund requests are handled alongside the conditions disclosed for your particular service.

Where online booking is enabled, Full Payment means paying 100% of the booking total. Advance Payment means paying the percentage or fixed amount configured for the selected service, capped at the total. The amount payable now and any remaining balance are shown before payment. An advance is part of the booking price, not an additional charge. Pay any outstanding balance according to the terms communicated during checkout or confirmation.

Advance payment conditions

Advance payments made to secure a confirmed booking are non-refundable if the customer voluntarily cancels the booking, fails to attend, or does not use the reserved service. Exceptions apply where Prazz Ventures or its service provider cannot deliver the booked service, where a duplicate or incorrect payment has occurred, or where a refund is required by applicable law.

These conditions must be read with the service-specific booking conditions and the exceptions in this policy. They do not remove any mandatory right or remedy.

Eligibility for a refund of a full payment depends on the cancellation conditions disclosed for the particular tour, accommodation or service at the time of booking. Contact us with your booking reference to request cancellation and an assessment. We do not apply a universal cancellation deadline or fixed penalty through this policy. Any applicable charges and refund eligibility must be considered under the agreed conditions and applicable law.

Whale watching and other marine activities depend on weather, sea conditions and passenger safety. An operator may postpone, change or cancel an activity when it cannot be safely provided. If Prazz Ventures or its service provider cancels or cannot deliver the booked service, you may be offered rescheduling or an appropriate refund, subject to applicable law and the agreed terms. A voluntary customer cancellation is assessed separately under the applicable booking conditions. Wildlife sightings are not guaranteed.

Arrive at the correct location before the reporting or departure time communicated for your booking. A departure may be unable to wait for late passengers. Customer-initiated no-shows, late arrivals or a decision not to use a reserved service may result in payment forfeiture under the applicable booking conditions and law, including the advance-payment conditions above. Contact us promptly if you expect a delay; assistance or an alternative departure cannot be guaranteed.

Requests to change dates, passenger numbers or other arrangements are subject to availability, service conditions and any applicable price differences. A request is not an approved change until confirmed. Contact us before relying on an amended itinerary or departure. Rescheduling does not automatically create a refund entitlement or remove rights otherwise protected by law.

If you believe a payment is duplicated, charged incorrectly or associated with the wrong booking, contact us with the booking reference, payment reference, amount, currency and payment date. We will investigate against the booking and gateway records and arrange an appropriate correction or refund where an error is established. Do not send full card numbers, CVV codes, passwords or merchant credentials. A browser payment-return page alone is not proof that a payment succeeded.

Refunds are assessed after the relevant booking and payment records have been verified. Approved refunds should normally be returned through the original payment method where supported. If that method cannot be used, we will explain the appropriate next steps and any verification required. Bank and payment-provider processing times vary; we do not promise a fixed clearing time. Cancelling a booking or voiding a digital ticket does not itself confirm that a refund has been processed.

Use the contact details below or our Contact page to request a cancellation, change or payment investigation. Include your booking reference so we can identify the service. Nothing in this policy excludes, limits or removes rights or remedies protected by applicable law.