Cancellations & Refunds ✦

These Cancellation and Refund Policies apply strictly to all bookings, digital transactions, and regional holiday configurations managed across our ecosystem by Signature Scuba Singapore Pte. Ltd. (the "Company") in strategic alliance with Signature Scuba Group Lombok (the "Group").

Our terms ensure total operating transparency while covering fixed logistical overheads, dive boat schedules, and resort space commitments across our physical facilities:

• Signature Scuba Gili Trawangam – Gili Trawangan - www.signaturescubagilitrawangan.com
• Signature Scuba Kuta Lombok – Kuta Lombok - www.signaturescubakutalombok.com
• Signature Scuba Gili Gede – Gili Gede - www.signaturescubagiligede.com
• Thamarind Resort Gili Gede (Official Premium Affiliate Center & Resort Partner) - www.thamarindresortgiligede.com
• Signature Scuba Group Lombok- Gili Gede HQ & Admin Office - www.signaturescubagroup.com

By utilizing these web domains or executing a booking with SIGNATURE SCUBA SINGAPORE PTE. LTD., you explicitly confirm that you have read, understood, and unreservedly accepted these Terms and Conditions.

This section governs individual day-excursions, daytime diving courses (Open Water, Advanced, Rescue, Divemaster), guided fun dive trips, Discover Scuba Diving (DSD) experiences, spearfishing trips, local transport, and island-hopping services.

For guests requesting new dates for their room reservations under a standard booking structure:

• Modification requests are subject entirely to room availability up to 14 days before your arrival date.
• Your diving activities booking remains 100% valid and will be moved to your newly requested dates free of charge, subject to dive boat and guide availability.
• If our resort rooms are not available after making changes, we offer an immediate 90% refund of your room payment portion. You may book another hotel independently and continue your diving activities seamlessly with our dive centers.

Because bundled packages combine custom accommodation blocks at Thamarind Resort Gili Gede or partner locations alongside dedicated dive boat spaces, they are bound by highly protective scheduling exceptions:

• Date-change requests are permitted up to 7 days prior to your scheduled arrival, subject to room availability. If we are able to accommodate your request and rooms are available on your preferred dates, no fees will apply.
• If we are unable to accommodate your new dates at our resort due to full occupancy, we will assist by recommending alternative properties in our immediate vicinity.

Certain bookings—including group reservations (6+ guests), private charters, liveaboard charters, and special events—involve the preparation and allocation of dedicated corporate resources and are classified as non-standard special requests.

• Deposit Non-Refundable: The deposit paid for a group booking is strictly non-refundable under all circumstances, even if the remaining balance is eligible for a refund.
• Cancellation Within 30 Days: Group booking cancellations made less than 30 days prior to the arrival date will not be refunded (0% refund).
• Date Changes: Group booking changes to preferred event dates are permitted, provided they are requested at least 2 months before the original event date.
• Full Payment Cancellations: If full payment has been made, cancellations are only accepted if the request is submitted at least 2 month before the event date.
• Refund Amount: For group bookings, once a cancellation request is submitted in accordance with clause (d) above, a refund will be issued for the total amount paid, minus any discounts applied. This applies regardless of how early the cancellation request was made.

• 🌊 Weather / Safety Cancellation by Operator: If Signature Scuba Group cancels a dive trip or course due to unsafe weather conditions, rough seas, port closures, or any safety-related reason (in Gili Gede, Gili Trawangan, or Kuta Lombok), you will receive a 100% full refund or the option to reschedule without extra charge. Your safety is our top priority.
• 🌊 Force Majeure & Natural Disasters (0% Cash Refund): No cash refunds will be issued for cancellations or interruptions caused directly by natural disasters or force majeure events. This includes, but is not limited to, tsunamis, earthquakes, floods, volcanic eruptions, ash cloud flight cancellations, and other similar occurrences.

• STEP 1 (Guest Requests Cancellation): Notify our administrative desk via WhatsApp, email, or in person at any of our physical office hubs (Gili Gede / Gili Trawangan / Kuta Lombok).
• STEP 2 (Check Timing Matrix): Our team logs the timestamp of the request and counts the calendar days remaining before check-in to define the appropriate refund percentage tier.
• STEP 3 (Apply Correct Charge): Deductions, admin fractions, and payment gateway fees are processed to establish the final net settlement return amount.
• STEP 4 (Process Bank Refund): The refund is initialized via our secure merchant channel back to your original payment card (processed safely through Stripe or Wise rails) within seven (7) business days.
• STEP 5 (Automated Confirmation Dispatch): A formal electronic confirmation email is dispatched containing an itemized receipt layout.

📨 The Guest Cancellation Confirmation Email Includes:

• Cancellation Date — The exact date and time the cancellation request was received and processed.
• Original Booking Details — Booking reference number, guest name, event date, and number of participants.
• Refund Amount — The final amount to be refunded after all applicable deductions.
• Charges Applied — Any cancellation fees, non-refundable deposit amounts, or other deductions clearly itemized.
• Payment Method — The original payment method used for the booking, to which the refund will be issued.
• Estimated Refund Timeline — Expected processing time and when the refund should appear in the guest's account (typically 5–10 business days).
• Policy Reference — Which cancellation policy clauses were applied to the refund calculation.
• Support Contact — Our contact details in case the guest has further questions or needs assistance.

We understand travel plans can change unexpectedly due to unforeseen circumstances. If you face sudden crises, severe illness, or major travel disruptions, please contact our central Lombok administrative hub immediately.

While we must maintain strict commercial rules to cover our logistical asset overheads, our management team will always evaluate genuine emergencies to offer flexible rebooking options or future dive vouchers where boat capacity allows.

✈️🛡️ Comprehensive personal travel insurance remains highly recommended to secure your bookings against flight alterations or medical disruptions.

These Terms and Conditions, all digital transactions, and any credit card chargeback disputes arising in connection with them shall be governed by, interpreted, and construed exclusively in accordance with the substantive laws of the Republic of Singapore.

Any legal claims, actions, or disputes arising directly out of your booking services shall be subject to the exclusive jurisdiction and venue of the courts of Singapore to safeguard transactions from arbitrary cross-border friction.