Water plans can change quickly. This policy explains the general process. Your confirmed booking’s operator policy is the rule that determines the refund for that booking.
1. Your booking policy controls
Each operator sets a cancellation policy for its experiences. The policy is shown on the product page, during checkout, and in your confirmation when available. It may include a refund window, partial refunds, deposits, non-refundable amounts, or special rules for rentals.
Read the specific policy before paying. If it is missing, unclear, or different between the listing and checkout, contact LAGO before booking.
2. When you cancel
Cancel through the link or support path in your booking confirmation as soon as you know you cannot attend. We use the time LAGO or the operator receives the request when applying the policy.
The refund may be full, partial, or unavailable depending on the booking policy. A guest who does not meet a stated age, licence, health, or safety requirement, or who arrives too late to participate, may be treated as a guest cancellation or no-show.
3. Operator, weather, and safety cancellations
An operator may cancel or stop an experience when weather, water conditions, equipment, staffing, access, or another safety issue makes the experience unsafe or impractical.
When the operator cancels for a safety or weather reason, the operator’s published policy and the options communicated by LAGO may include a full refund, a new date, or another reasonable option. An operator should not ask a guest to accept a waiver of a refund that the booking policy or applicable law provides.
4. Changes and rescheduling
If an operator changes the date, time, meeting point, route, equipment, or material part of an experience, we will try to notify you promptly. Depending on the change, you may be offered a new time, a credit, a refund, or another option described by the operator or LAGO.
A rescheduled booking may be subject to the availability and price of the new date. Ask for help before making a second booking if the first booking is still open.
5. How refunds work
Approved refunds are normally sent to the original payment method. LAGO may need the operator to confirm the cancellation before releasing a refund. Your bank or card provider controls how quickly the credit appears after it is sent.
A refund normally covers the amount the applicable policy says is refundable. Taxes, fees, deposits, damage holds, or third-party charges may be treated differently when the checkout or rental terms say so.
6. Rentals, damage, and no-shows
Rental products may have separate rules for deposits, damage, fuel, cleaning, late returns, lost equipment, or additional time. Those terms should be shown before you book and may be part of a separate rental agreement.
If you miss the meeting time, do not show up, return equipment late, or leave equipment in unsafe conditions, the operator may apply the booking or rental terms. Contact the operator or LAGO immediately if an emergency caused the issue.
7. Need help?
Keep your booking number and contact LAGO through our Support & Contact page. Include what happened, when you contacted the operator, and what outcome you are requesting. We will review the booking policy and help coordinate with the operator.
Need help? Contact LAGO Support