At Dive With Frank, we know plans sometimes change. Unfortunately, instructors, charter operators, pools, resorts, and dive sites still incur real costs whether we dive or not. These policies help keep things fair for everyone while allowing us to continue offering great training and adventures.
Our goal is straightforward: be clear about expectations, communicate early, and handle cancellations fairly while respecting commitments already made to instructors and third-party providers.
General Policy & Trip-Specific Terms
This Cancellation & Refund Policy applies to Dive With Frank, LLC (DWF) classes, training sessions, experiences, and organized dive trips unless different terms are specifically disclosed for an individual booking.
Trip-specific terms take precedence: Some trips have cancellation schedules, deposit requirements, payment deadlines, or other conditions imposed by resorts, liveaboards, charter operators, or other suppliers. When these terms are disclosed before booking, they take precedence over the corresponding provisions of this general policy.
Trip-specific terms may appear on the trip description, booking page, WeTravel registration, or accompanying booking documents. Participants should review these terms before making a reservation.
Where no different terms have been disclosed, the general provisions below apply. Nothing in this policy limits rights or remedies that cannot legally be waived.
Local Trips (Day Trips, Charters, Weekend Events)
- 30+ days before the trip: Full refund, minus any non-refundable vendor fees or deposits.
- 15–29 days before the trip: 50% refund, or full credit toward another DWF trip within 12 months.
- 14 days or less: No refund unless we can fill your spot. If we do, you’ll receive a full credit toward another DWF trip.
- Weather or Operator Cancellations: If DWF or the operator cancels the trip due to unsafe conditions or an operational decision, DWF will refund or credit the amounts it controls, together with any amounts recovered from third-party suppliers. Any more favorable cancellation protection specifically promised for the trip will be honored.
- Deposits: Non-refundable, but transferable to another qualified diver, subject to availability and any applicable operator requirements.
Third-party costs: Local trips may involve charter operators, dive sites, or other providers that assess non-refundable charges for canceled reservations or unfilled spots. These charges are outside DWF’s direct control and may reduce an otherwise eligible refund.
Such charges will not be deducted twice, and any fees already accounted for in a refund calculation will not be charged again.
International Trips (Liveaboards, Resorts, Travel Packages)
International trips require significant advance planning. Resorts, liveaboards, transportation providers, and other suppliers often require deposits and payments months before departure, and their cancellation terms may be considerably stricter than those associated with local diving.
Unless different terms have been disclosed for the specific trip, the following schedule applies:
- Deposits: Non-refundable, but transferable to another qualified diver when permitted by the operator. Certifications and experience must match trip requirements. Any applicable transfer or operator fees remain the participant’s responsibility.
- 120+ days before the trip: Full refund of payments made, minus non-refundable vendor fees or deposits.
- 90–119 days before the trip: 50% refund of payments made.
- 60–89 days before the trip: 25% refund of payments made.
- Less than 60 days before the trip: No refund unless we can fill your spot. If a qualified replacement is accepted, a refund or credit may be provided, less any applicable transfer fees and unrecoverable supplier costs.
Supplier Cancellation Terms
International resorts, liveaboards, and travel suppliers may impose their own non-refundable deposits, cancellation penalties, name-change restrictions, and payment deadlines. When disclosed before booking, these trip-specific conditions govern the affected reservation.
DWF cannot guarantee recovery of money retained by independent suppliers. Any amounts actually recovered from a supplier will be handled in accordance with the applicable booking terms and refund provisions.
Travel Insurance
Travel insurance is strongly recommended but is not a general requirement imposed by Dive With Frank. Certain destinations, operators, or activities may independently require specific coverage. Any such requirement will be identified in the applicable trip information.
Travel insurance may help protect against covered cancellations, medical emergencies, missed connections, trip interruptions, and other unexpected expenses. Dive accident insurance and general travel insurance are not necessarily interchangeable.
Participants who choose to travel without applicable insurance remain financially responsible for uninsured losses and expenses arising from their own cancellation, travel disruption, or other risks, subject to the terms of their booking and applicable law.
For more information, visit our Dive & Travel Insurance page.
Trip Payments & Payment Deadlines
Some trips require an initial deposit followed by one or more installment payments or a final balance due before departure. Payment amounts and deadlines will be identified in the applicable booking information.
- Payment Schedule: Participants are responsible for making required payments by the stated deadlines.
- Missed Payments: If a required payment is missed, DWF may provide written notice and a reasonable opportunity to bring the reservation current.
- Continued Nonpayment: If payment is not received after the stated opportunity to cure, DWF may cancel the reservation, subject to any applicable supplier deadlines and disclosed cancellation terms.
- Refunds Following Nonpayment: Any refund or credit will be calculated under the cancellation terms applicable to that reservation. Cancellation does not automatically make previously non-refundable amounts refundable.
Because suppliers may impose firm payment deadlines, participants should contact DWF promptly if a payment problem arises. We will make reasonable efforts to find a workable solution when circumstances allow.
Classes, Refreshers & Training Sessions
Dive education takes preparation, reserved pool space, equipment, and instructor commitment. When you book a class, you’re reserving a professional’s time and resources.
- No-call / No-show: A fee of up to $200 per person, or the total cost of the missed instructor session(s), whichever is less.
- Cancellations less than 12 hours before the scheduled start: Subject to a $100 per person late cancellation surcharge.
- Cancellations with more than 12 hours’ notice: No cancellation penalty. We’ll reschedule you for another available session.
- Weather or Instructor Cancellations: Sessions canceled by DWF because of weather, instructor availability, or other operational concerns will be rescheduled or credited in full.
- Preparedness: Students must arrive on time, meet applicable medical requirements, and be prepared to participate safely. Missed or incomplete sessions may require additional training and rescheduling at additional cost.
- Deposits: Non-refundable, but transferable to another qualified student or an available course date with appropriate notice.
Late fees and no-shows: A single missed session will not incur both the late cancellation surcharge and the no-show fee. The applicable charge will depend on whether notice was provided and when it was received.
Where additional training or rescheduling costs apply, they will be explained before the additional session is scheduled.
Open Water Checkout Dives
Open Water Checkout Dives require reserved instructor time, coordination with the dive site, and often include third-party admission or facility fees. Because these weekends involve multiple vendors, cancellation policies differ from classroom and pool sessions.
- Deposits: Non-refundable, but transferable to another available checkout weekend with sufficient notice.
- More than 14 days before the event: We’ll gladly move your instructional fees to another available checkout weekend whenever possible.
- 14 days or less before the event: DWF instructional fees may be forfeited, and any non-refundable fees charged by Lake Phoenix or other vendors remain your responsibility.
- Weather or Instructor Cancellation: If DWF cancels the scheduled checkout dives because of weather, unsafe conditions, or instructor availability, your instructional fees will be transferred to a replacement checkout weekend at no additional instructional cost. Third-party facility policies still apply.
Checkout dives are scheduled around available training facilities, suitable diving conditions, and instructor availability. Alternative dates may not always be immediately available.
Courses Utilizing PADI eLearning
Many DWF courses include PADI eLearning materials that are licensed to individual students. These materials represent a separate component of the course price.
Once a PADI eLearning code has been issued, the eLearning portion of the course payment is generally non-refundable under DWF’s cancellation policy.
Once a student redeems an eLearning code, the associated materials are assigned to that student’s PADI account and generally cannot be reassigned to another student.
If a code has been issued but has not yet been redeemed, DWF may be able to recover or reassign it under PADI’s applicable procedures. Any exception to DWF’s normal non-refundable policy for an unused code will be evaluated based on its actual status and applicable requirements.
If you need to postpone your training, the remaining instructional portion of your course payment may still be applied toward another available class or program, subject to applicable scheduling and course requirements.
Students should contact DWF before purchasing additional eLearning materials or attempting to transfer an existing course registration.
Substitutions & Transfers
Can’t make it? Let us know as early as possible. Many reservations can be transferred to another qualified diver or student, but transfers are not automatic or guaranteed.
Replacement participants must satisfy the applicable certification, medical, experience, age, and other participation requirements. International resorts, charter operators, and other suppliers may also impose restrictions on substitutions or name changes.
Transfers are subject to availability, any required supplier approval, and applicable fees. Reservations cannot be transferred in violation of supplier rules or after a booking has become non-transferable.
Any transfer fees or additional charges remain the responsibility of the participants involved.
Trip Cancellations, Changes & Unexpected Events
Minimum Participation Requirements
Some organized trips require a minimum number of participants to operate. If DWF cancels a trip because the required minimum enrollment is not reached, participants will receive a refund or credit of amounts paid to DWF for that trip, at their choice.
This protection does not automatically extend to independently purchased airfare, accommodations, transportation, or other arrangements outside the DWF booking.
Weather, Safety & Operator Decisions
Diving depends on conditions we cannot control. Weather, sea conditions, equipment problems, operator decisions, facility closures, and safety concerns may require changes to scheduled activities.
When an activity is canceled before it begins, DWF will offer refunds, credits, or rescheduling as provided by the applicable booking terms. For supplier-controlled services, refunds may be limited to amounts the supplier returns, unless DWF has expressly promised more favorable terms.
Changes to individual dives, dive sites, or the itinerary after a trip has begun do not necessarily constitute cancellation of the entire trip. Refunds for affected services are subject to the applicable operator and booking conditions.
Events Beyond Our Control
Natural disasters, severe weather, government restrictions, transportation disruptions, public health emergencies, political unrest, and other events beyond DWF’s reasonable control may affect travel or diving operations.
When these events occur, DWF will work with participants and affected suppliers to identify available alternatives, credits, or recoverable refunds. Any financial obligations and refund rights remain subject to applicable booking terms and law.
Independently Booked Travel Expenses
Unless expressly included in a DWF travel package, participants are responsible for their own airfare, transportation, lodging, meals, and other independently arranged expenses.
DWF does not reimburse independently booked travel expenses solely because a trip or activity is canceled, postponed, or modified, except where otherwise required by law or expressly agreed in writing.
How to Request a Cancellation or Change
If you need to cancel or modify a reservation, please notify Dive With Frank as soon as possible.
Cancellation and transfer requests should be submitted in writing through your existing DWF communication channel, including email, or through an applicable booking platform when that platform supports the request.
Cancellation timing: Applicable cancellation windows are calculated using the scheduled start date of the trip or activity and the date DWF receives your request. Submitting a request does not guarantee a refund or transfer that is otherwise unavailable under the applicable terms.
Written confirmation helps avoid misunderstandings about cancellation dates, refunds, credits, and replacement arrangements.
Credits & Future Bookings
Credits issued under this policy may be applied toward eligible future DWF offerings, subject to the conditions under which the credit was issued.
Where this policy specifies a 12-month credit period, the credit must be applied toward another eligible booking within 12 months of the original cancellation. The replacement activity may take place later if accepted by DWF and permitted by the applicable booking terms.
Credits have no cash redemption value and are subject to availability. Credits tied to a particular supplier or trip may also be subject to that supplier’s restrictions.
Payment Methods & Processing Fees
Refunds are issued to the original payment method whenever possible. When the original method is unavailable, DWF may coordinate an appropriate alternative.
Any non-refundable processing fees charged by credit card companies or online payment platforms may be deducted from an otherwise eligible refund when permitted by applicable law and the disclosed booking terms.
DWF will not deduct the same supplier or processing charge more than once. Refund calculations will account for payments received, applicable cancellation provisions, non-refundable charges, and any amounts already returned or credited.
Refund Timeline
Approved refunds are typically processed within 10 business days after the refund amount and eligibility have been determined.
Refunds that depend on recovering funds from independent suppliers may require additional time. When possible, DWF will provide updates regarding the status of those amounts.
Please allow additional time for your bank, card issuer, or payment platform to post the funds.
Bottom Line
Diving is a team sport, and good communication makes everything easier. If something unexpected comes up, let me know as early as possible. I’ll always do my best to find a reasonable solution while honoring the commitments we’ve made to instructors, operators, and other participants.
For dive trips, especially international travel, I strongly recommend purchasing appropriate travel and dive accident insurance. It’s one of those things you hope you never need… until you’re really glad you have it.
Questions about a booking or cancellation? Get in touch with Dive With Frank before making changes to your plans.
