Refund Policy
Eligibility for Refunds
Hakuna Matata Watersports is committed to providing safe, professional and enjoyable watersports experiences. Refund requests shall be considered fairly and in accordance with the following policy.
Refunds may be approved under the following circumstances:
• Duplicate card transactions.
• Incorrect transaction amounts charged.
• Cancellation of services in accordance with the cancellation policy set out below.
• Non-delivery of services paid for.
• Equipment failure or operational issues preventing the activity from taking place, where no suitable alternative or rescheduling can be offered.
• Unsafe weather or sea conditions requiring cancellation of the activity by Hakuna Matata Watersports.
• Service quality complaints approved by management after investigation.
Where possible Hakuna Matata Watersports will first offer:
• Rescheduling;
• An equivalent alternative activity; or
• A credit voucher valid for future use.
Where none of the above options is reasonably possible, a refund may be issued.
Refunds shall generally not be granted for:
• Services already provided and substantially completed.
• No-show bookings.
• Late arrivals resulting in missed or cancelled activities.
• Customer cancellations less than 24 hours before the scheduled activity.
• Charges resulting from customer negligence, misconduct or failure to follow safety instructions.
• Activities discontinued because the participant chooses to stop due to fear, fatigue, lack of ability or personal reasons.
• Disputes unrelated to the services provided.
• Promotional offers, discounted packages, special rates or gift vouchers.
Cancellation Policy
More than 48 hours before the activity: Full refund or free rescheduling.
24–48 hours before: 50% refund or free rescheduling (subject to availability).
Less than 24 hours before: No refund.
No-show bookings: No refund.
Weather and Safety
If Hakuna Matata Watersports cancels an activity due to unsafe weather or sea conditions, customers will be offered, in order of preference: rescheduling, an equivalent activity, or a full refund if rescheduling is not reasonably possible.
Equipment Failure
If an activity cannot proceed because of equipment malfunction or operational circumstances beyond the customer's control, Hakuna Matata Watersports will offer replacement equipment where available, rescheduling, an equivalent activity, or a full refund if no alternative is available.
Late Arrival
Customers should arrive at least 20 minutes before their scheduled activity. Late arrival may reduce the duration of the activity. Where late arrival prevents the activity from taking place or disrupts the booking schedule, the booking may be treated as a no-show and no refund shall be payable.
Activities Interrupted After Commencement
If an activity must be interrupted for safety or operational reasons after it has commenced, Hakuna Matata Watersports will determine, acting reasonably, whether rescheduling, a credit voucher or a partial refund is appropriate. No refund shall be payable where the customer voluntarily discontinues the activity for personal reasons.
Medical Circumstances
Customers unable to participate because of illness or injury and who provide an appropriate medical certificate before the activity may, at the sole discretion of Hakuna Matata Watersports, be offered rescheduling or a credit voucher. Refunds are not guaranteed.
Refund Processing
Approved refunds shall, as a general rule, be processed to the original payment card through the authorised POS terminal or other approved banking channels. However, refunds of KES 5,000 or less may, with the customer's agreement and at the sole discretion of Hakuna Matata Watersports, be settled immediately in cash, subject to sufficient cash being available. Refunds exceeding KES 5,000 shall, in all cases, be processed through the acquiring bank and credited back to the original payment card used for the transaction.
Refund Processing Time
Typical processing times:
• Local cards: 3–14 business days.
• International cards: Up to 30 business days.
Hakuna Matata Watersports is not responsible for delays caused by banks or payment networks.
Chargebacks and Disputed Transactions
Where a cardholder disputes a transaction, Hakuna Matata Watersports may provide supporting documentation including signed waivers, receipts, invoices, booking confirmations, payment records, photographs or videos where appropriate, instructor records and customer communications. Fraudulent or unsupported claims may be challenged.
Fraud Prevention
Hakuna Matata Watersports reserves the right to refuse suspicious transactions, request additional verification or identification, require presentation of the payment card where appropriate, decline unverifiable transactions and report suspected fraud to the relevant authorities.
Force Majeure
Hakuna Matata Watersports shall not be liable for cancellations, delays or interruptions caused by events beyond its reasonable control, including severe weather, dangerous sea conditions, government restrictions, public health emergencies, terrorism, security incidents, strikes or natural disasters. In such circumstances, Hakuna Matata Watersports may offer rescheduling, an alternative activity or a credit voucher instead of an immediate refund.