Refund & Cancellation Policy -

Refund & Cancellation Policy

Effective Date: July 8, 2025

We understand that plans can change. Our cancellation and refund policy ensures clarity for both customers and staff.

1. Cancellations by Customers

100% refund: If cancelled at least 24 hours before the ride.
50% refund: If cancelled between 12 to 24 hours before the ride.
No refund: If cancelled within 12 hours or for no-shows.

Refunds will be processed to the original payment method within 7 working days.

2. Rescheduling

You may reschedule your ride once, subject to availability. Please inform us at least 12 hours in advance.

3. Cancellations by Puma Boat Ride

In case we cancel due to weather or operational issues, we will offer either:

A full refund
Rescheduling at no additional cost

4. Mechanical Failure Handling

In the event of a mechanical failure where the boat cannot operate as planned, we will attempt to repair the engine on-site. If this is not successful, we will:

Arrange an alternate boat to complete the ride, if available
Offer a full or partial refund depending on the circumstances
Refer the guests to another verified boat service provider to handle the trip

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