Cancellation and refund policy
Customer cancellations and refunds when weather prevents an activity from taking place. Effective October 17, 2026.
Voluntary customer cancellations: no refund
A confirmed and paid booking is non-refundable if the customer voluntarily cancels. Providers receive advance payments to reserve places, cover wages and commit the resources needed for your experience. These commitments are made before you take part in the activity.
The same condition applies to a no-show or late arrival that prevents participation for reasons attributable to the customer. Changes to dates or participants depend on availability and express confirmation from the provider; submitting a request does not mean the change has been accepted.
Weather prevents the activity: refund
If weather conditions prevent the activity from taking place, PV Pacific will notify you using the contact details on your booking and refund the amount paid to PV Pacific for the affected activity.
Whether an activity can operate is determined by actual safety conditions, official directions or the provider's operational decision. A rain forecast alone does not mean that an activity is cancelled.
You do not have to accept a new date or store credit to receive this refund. We will explain how and when it is processed. The original payment method will be used where possible, and the time for funds to appear also depends on the bank or processor.
Contacting us
Use the Contact page and include the name and reference on your booking. To protect your information, do not include full card numbers, passwords, PINs or security codes.
Statutory rights
These conditions are subject to mandatory rights and exceptions under applicable law. They do not exclude refunds, compensation or other obligations that legally apply if PV Pacific or the provider fails to fulfil or deliver the service for reasons attributable to them.