If the organiser is unable to confirm your booking, the amount you paid will be instantly credited to your Sailsquare account, and you can use it to book a new experience. If the price of the new experience is lower than what you initially paid, you can subsequently request a refund for the difference.

In any case, our Customer Care team will contact you as soon as possible to work with you to find the best possible alternative from all the departures available on the platform. If it is not possible to find a satisfactory alternative, you can request a full refund of the amount paid.

When you book an experience, please note that the organiser has up to 24 hours to confirm your booking. If your booking is not confirmed, you will receive a notification email and our Customer Care team will contact you as soon as possible to find an alternative solution.

This can happen, for example, if the organiser has not updated the availability of spots on board and there are more spots available on the platform than are actually available: Sailsquare requires all organisers to constantly monitor the availability of published spots, but especially in high season, it can happen that an organiser is unable to update their availability in a timely manner. For this reason, we always recommend that you contact the organiser before booking, using the internal messaging system.

Another reason why your booking may be refused could be that the organiser, for some reason, does not consider you suitable for the activity you wish to participate in. For example, if you are travelling with your children and book an experience involving long and demanding sailing trips, the organiser may decide not to accept your booking in order not to jeopardise your safety on board.

Finally, we remind you that Sailsquare is a community based on trust and transparency: for this reason, the organiser has the right to cancel your booking at any time, even after confirming your booking, if you have provided inaccurate or untruthful information (e.g. regarding gender or age), or have failed to inform them of any special physical conditions (e.g. reduced mobility) and/or health conditions (e.g. pregnancy, severe allergies or the need to take life-saving medication) that could put your safety and/or that of your fellow travellers at risk.

It is rare for a departure not to reach the minimum number, as usually two or, at most, three bookings are enough to confirm a departure. In addition, we actively monitor all departures and do our utmost to ensure that every departure that has received bookings is confirmed.

However, if the departure you have booked does not reach the minimum number required by the organiser in time, here is what could happen:

1. The organiser may choose to confirm the departure anyway: fantastic! 🎉 In this case, an automatic email will notify you of the confirmation.
2. Our Customer Care team will contact you to offer you some alternative departures, from among those available, to which your booking can be transferred. If none of our proposals suit you, you will be refunded the amount paid, and we hope to have you on board with us in the future.

The organiser may confirm a departure at any time, even if the minimum number of participants has not yet been reached: this means that, from that moment on, they are committed to running the trip regardless of the minimum numberdefined for that departure.

If this happens, you will receive an email notification: from that moment, you have 48 hours to decide whether to cancel your booking and receive a full refund of the amount paid. After 48 hours, your booking will again be subject to the cancellation policy applicable to the experience you have booked.

To cancel or modify your booking, please contact our Customer Care team.

The cancellation and refund policies applicable to each experience are visible on the experience and departure pages.

If the experience you have booked is subject to Sailsquare's Standard Refund Terms, you are entitled to a refund following the cancellation of your booking in the following cases:

• Booking not confirmed by the organiser
• Not Confirmed Departure
• Confirmed Departure, if cancellation occurs more than 30 days before the start date
• Departure cancelled by the organiser (due to bad weather, unforeseen circumstances, technical problems, etc.)
• Departure confirmed by the organiser when the minimum number has not been reached, if cancellation occurs within 48 hours of notification of the event

You are not entitled to a refund in the following cases:

• when weather and sea conditions prevent the scheduled programme from running smoothly.
• if you are no longer able to participate in the booked experience due to personal reasons or factors beyond the control of Sailsquare or the organiser (e.g. cancellation of ferries/flights to reach the destination)

Please note, however, that if available for your departure, you can purchase the Extended Refund Terms and cancel your booking at any time up to the start date of the experience, and receive a 100% refund of the amount paid if you are unable to participate in the experience and the reason for cancellation falls within certain cases.

For more information, please refer to the Standard Refund Terms.