Refund Policy

This Refund Policy applies to all Ocean Glide services and products. By making a purchase or booking, you agree to this policy.

SECTION 1: SERVICES REFUND POLICY

1.1 INTERNATIONAL EXPEDITIONS

Deposits:

All deposits are non-refundable under all circumstances
Deposits cover administrative costs, third-party deposits, and logistical arrangements made upon booking

Cancellations by Participant:

6+ months (26+ weeks) before departure:

Payments beyond deposit may be refunded
OR at participant's election, transferred to another Ocean Glide expedition within 12 months (subject to availability and any price differences)

3-6 months (13-26 weeks) before departure:

50% of total payment (excluding deposit) forfeited
50% may be refunded OR transferred to another expedition within 12 months at participant's election

Less than 3 months (13 weeks) before departure:

100% of total payment forfeited
No refund or transfer available

No-shows, late arrivals, or early departures:

No refund or credit issued
No compensation for missed activities or days

Medical or personal emergencies:

Standard cancellation policy applies
Comprehensive travel insurance strongly recommended to cover such circumstances

1.2 LOCAL MULTI-DAY TRIPS (AUSTRALIA)

4+ weeks before start date:

Full refund less any non-refundable third-party deposits
OR transfer to alternative date within 12 months (subject to availability)

2-4 weeks before start date:

50% refund
OR transfer to alternative date within 6 months (subject to availability and $100 transfer fee)

Less than 2 weeks before start date:

No refund available
Transfer to alternative date at Ocean Glide's discretion with $150 transfer fee

No-shows, late arrivals, or early departures:

No refund or credit issued

1.3 FREEDIVING & SPEARFISHING COURSES

7+ days before course start:

100% refund OR free transfer to alternative date within 6 months

3-7 days before course start:

$150 reschedule fee applies
May transfer to alternative date within 6 months
No cash refund

Less than 3 days before course start:

$200 reschedule fee applies
Rescheduling case pending. Ocean Glide reserve the right to make the call of transfering the session to another date.
No cash refund

On day of course (no-show or late arrival):

No refund or transfer available
Full payment forfeited

During course - missed sessions:

No refund for missed sessions

Failed to meet prerequisites:

If participant cannot demonstrate required physical abilities (e.g., 200m swim, breath-hold requirements), no refund will be issued
This includes failure to obtain required medical clearance

Certification course completion:

Must be completed within 12 months of start date
If not completed within 12 months, course must be retaken at full price (PADI/SSI requirement)

1.4 SINGLE-SESSION WORKSHOPS & TRAINING

48+ hours before session:

100% refund OR transfer to alternative session date

24-48 hours before session:

50% refund OR free transfer to alternative session date

Less than 24 hours before session:

No refund
May transfer once to alternative date within 1 month with $50 transfer fee

No-show:

No refund or transfer available

1.5 PRIVATE COACHING & SESSIONS

72+ hours before session:

100% refund OR free reschedule

24-72 hours before session:

50% refund OR free reschedule

Less than 24 hours before session:

No refund
May reschedule once at 50% fee subject to Ocean Glide approval

No-show:

Full payment forfeited

1.6 PACKAGE DEALS & MULTI-SESSION BUNDLES

All sessions must be booked within 12 months of purchase
Sessions may be completed beyond 12 months if booked before expiry
Unused sessions after 12 months have no value
No partial refunds for unused sessions in packages
Package refunds follow the cancellation policy of the earliest booked session
Cannot split packages between multiple participants unless specified

1.7 GIFT VOUCHERS

Valid for 12 months from date of purchase
Services must be booked within validity period
No extensions granted
No cash refunds for unused vouchers
Non-transferable unless specified otherwise
Once a voucher is used to book a service, standard cancellation policies apply

1.8 OCEAN GLIDE INITIATED CANCELLATIONS

If Ocean Glide cancels or significantly modifies a service due to:

Weather or unsafe ocean conditions
Instructor illness or unavailability
Insufficient enrollment
Facility unavailability
Equipment failure
Force majeure events

Participants may choose:

Full refund of all payments made (less non-recoverable third-party costs paid to external providers)
OR Credit toward future Ocean Glide service of equal or greater value (valid 12 months)
OR Transfer to alternative date (subject to availability)

Ocean Glide is NOT responsible for:

Flight costs
Accommodation costs
Travel expenses
Lost wages or opportunity costs
Non-refundable bookings made in conjunction with the service

1.9 WEATHER & OCEAN CONDITIONS

For local courses and workshops:

If ocean conditions are unsafe, sessions may be:
- Postponed to next available date (no additional charge)
- Moved to pool or alternative location
- Modified to theory/classroom session

Weather modifications do not constitute cancellation and are not eligible for refund.

For expeditions:

Weather modifications to itinerary do not constitute cancellation
Alternative dive sites or activities will be provided where possible
No refunds for weather-related itinerary changes

1.10 REMOVAL FROM PROGRAM

No refund or credit will be issued if participant is removed or refused service due to:

Safety concerns
Behavioral issues
Failure to follow instructions
Intoxication or substance use
Undisclosed medical conditions
Failure to meet prerequisites
Environmental or ethical violations

SECTION 2: PRODUCTS REFUND POLICY

2.1 CHANGE OF MIND RETURNS

Ocean Glide Wetsuit Lube & Merchandise:

Within 30 days of purchase:

Full refund if product is:
- Unused and in original condition
- In original packaging
- With all original labels and tags attached

Return process:

Contact hello@oceanglide.co with order number and reason for return
Await return authorization and instructions
Ship product back within 7 days of authorization
Customer pays return shipping costs
Refund processed within 5-7 business days of receiving returned product

Refund method:

Original payment method
Refund amount excludes original shipping costs
Restocking fee of 10% may apply to opened merchandise

Items NOT eligible for change of mind returns:

Digital products or online courses
Opened personal care products (wetsuit lube) for hygiene reasons
Gift vouchers
Sale or clearance items marked "final sale"
Customized or personalized items

2.2 DEFECTIVE OR DAMAGED PRODUCTS

Under Australian Consumer Law, you have rights for products that:

Are faulty or defective
Don't match description
Are not fit for purpose
Are damaged in transit

Within 30 days of purchase:

Full refund OR replacement OR repair (your choice)
Ocean Glide covers return shipping costs

After 30 days but within manufacturer warranty period:

Repair OR replacement (Ocean Glide's choice)
Customer may be responsible for return shipping

Defective product process:

Contact hello@oceanglide.co immediately
Provide photos of defect/damage
Provide order number and purchase date
Await instructions for return or replacement
Ship product back (Ocean Glide provides prepaid label for defects)
Refund or replacement processed within 5-7 business days

2.3 WRONG ITEM RECEIVED

If you receive the wrong product:

Ocean Glide will arrange collection or provide prepaid return label
Correct product shipped at no charge
OR full refund including original shipping costs

Must be reported within 7 days of delivery.

2.4 NON-DELIVERY OR LOST SHIPMENTS

If your order doesn't arrive:

Within Australia:

Contact us if not received within 10 business days
We will investigate with courier
Replacement sent or full refund issued if confirmed lost

International Orders:

Contact us if not received within 30 days
Investigation with courier
Refund or replacement once confirmed lost

Incorrect address provided by customer:

Ocean Glide not responsible
Customer responsible for re-shipping costs

2.5 ONLINE COURSES & DIGITAL PRODUCTS

No refunds for digital products after access has been granted, except:

Technical issues preventing access (we will fix or refund)
Product significantly not as described
Defective or corrupted files

Before accessing digital content:

7-day cooling off period
Full refund available if content not accessed

2.6 AUSTRALIAN CONSUMER LAW (ACL)

Your Rights: Under Australian Consumer Law, you have guaranteed rights for products and services:

Products must be:

Of acceptable quality
Fit for purpose
Match description
Safe and durable

Services must be:

Provided with acceptable care and skill
Fit for purpose
Delivered within reasonable time

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

For major failures:

You can choose refund or replacement

For minor failures:

We can choose to repair, replace, or refund

Nothing in this refund policy excludes, restricts, or modifies your rights under Australian Consumer Law.

2.7 REFUND PROCESSING TIMES

Products:

5-7 business days after receiving returned product
Original payment method
You will receive email confirmation when refund is processed

Services:

7-10 business days after written cancellation request
Original payment method unless otherwise agreed
Email confirmation sent when processed

Bank processing times:

Credit cards: 3-5 business days after refund issued
PayPal: 3-5 business days
Bank transfer: 1-3 business days

2.8 PROMOTIONAL ITEMS & FREE GIFTS

Free items included with purchase must be returned with returned products
Failure to return free items may result in deduction from refund
Promotional items marked "free gift with purchase" have no cash value

2.9 INTERNATIONAL ORDERS

All prices in AUD unless otherwise stated
Customer responsible for customs duties and import taxes
No refunds for customs-related issues or delays
Customer pays return shipping for international returns
Refunds exclude original shipping costs for international orders

GENERAL REFUND POLICY TERMS

How to Request a Refund

All refund requests must be submitted in writing to:

Email: hello@oceanglide.co
Subject line: Refund Request - [Order/Booking Number]

Include:

Full name
Order or booking number
Date of purchase/booking
Reason for refund request
Preferred refund method (if applicable)

Refund Decisions

Ocean Glide will respond to refund requests within 2 business days
Refund decisions are at Ocean Glide's discretion within this policy
All decisions are final

Exceptions

No refunds or credits under any circumstances for:

Change of mind after start of service
Participant-caused delays or no-shows
Weather modifications to itineraries
Personal emergencies (use travel insurance)
Failure to meet prerequisites
Removal for safety or behavioral reasons

Fraud Prevention

Ocean Glide reserves the right to:

Refuse refunds for suspected fraudulent activity
Request additional verification for high-value refunds
Report fraudulent refund requests to authorities

CONTACT & COMPLAINTS

For refund questions or complaints:

Ocean Glide
Email: hello@oceanglide.co
Website: oceanglide.co

If you're not satisfied with our response:

You may contact:

Office of Fair Trading Queensland
Australian Competition and Consumer Commission (ACCC)

This Refund Policy is subject to Australian Consumer Law and the laws of Queensland, Australia.

Last Updated: February 11, 2026