Company Policies

1. Booking & Payment Policy

Our booking and payment terms ensure a smooth experience:

  • Full Payment or Deposit – Customers must provide full payment or a deposit to confirm their booking
  • Balance Payment – All remaining payments must be made before departure
  • Payment Methods – We accept cash, credit/debit cards, and bank transfers
  • Corporate Bookings – May require a signed contract and invoice payments within an agreed period

2. Cancellation & Refund Policy

We understand plans can change. Here's our cancellation policy:

Customer-Initiated Cancellations

  • 72+ Hours Notice – 100% refund for cancellations made at least 72 hours before departure
  • 24-72 Hours Notice – 50% refund for cancellations made 24–72 hours before departure
  • Last Minute/No-Show – No refund for cancellations within 24 hours of departure or no-shows

Weather & Company-Initiated Cancellations

  • Safety First – If unsafe weather conditions or operational issues arise, we will reschedule or offer a full refund
  • Captain's Decision – Safety decisions will be made by the captain based on marine forecasts

3. Safety Policy

Your safety is our top priority. We maintain strict safety protocols:

  • Safety Instructions – All passengers must follow safety briefings and crew instructions
  • Life Jackets – Must be worn as required by UAE maritime law
  • Age Requirement – Passengers under 18 must be accompanied by an adult
  • Boarding Rights – We reserve the right to refuse boarding to intoxicated or disruptive passengers

4. Environmental Policy

We are committed to protecting our marine environment:

  • Zero Waste – No littering or disposal of waste into the sea
  • Sustainable Fishing – Catch-and-release fishing is encouraged for conservation purposes
  • Marine Life Protection – Customers must not disturb marine life (e.g., feeding, touching corals)
  • Conservation – EcoBlue actively participates in marine conservation and encourages sustainable practices

5. Alcohol & Drug Policy

To ensure everyone's safety and enjoyment:

  • Alcohol Consumption – Responsible alcohol consumption is permitted (unless restricted by local regulations)
  • Zero Tolerance – Illegal substances are strictly prohibited
  • Captain's Authority – The captain may terminate a trip if passengers engage in dangerous behavior

6. Liability & Insurance Policy

Understanding our liability terms:

  • Insurance Coverage – The company holds liability insurance, but activities are at your own risk
  • Risk Acknowledgment – By booking, passengers accept potential risks and liability limitations
  • Personal Items – EcoBlue is not responsible for loss/damage to personal belongings

7. Late Arrivals & No-Show Policy

To maintain our schedule and respect all guests' time:

  • Late Arrival – Trips may be shortened or cancelled without refund if over 30 minutes late
  • No-Show – No refund if arrival is more than 1 hour after scheduled departure

8. Complaints & Dispute Resolution Policy

We value your feedback and aim to resolve any issues promptly:

  • Submission Window – Submit complaints via email/phone within 48 hours of the trip
  • Response Time – We will investigate and respond within 48 hours
  • Resolution Process – Issues will be resolved amicably or referred to UAE consumer protection