Cancellation Policy

If you cancel your trip, the cancellation is effective immediately. The total refund depends on the cancellation policy set by the owner. There are three cancellation policies that owners may apply to their bookings (Flexible, Moderate, and Strict). Your booking confirmation will state which cancellation policy the vessel owner has selected. All times are based on the local time zone of the vessel's departure location.

How to Cancel a Booking

You may cancel a confirmed booking at any time through the following methods:

• In the Makai App: Navigate to your booking, tap “Cancel Booking,” and confirm the cancellation. You will see the applicable refund amount before confirming.
• By Email: Send a cancellation request to support@themakaiapp.com with your booking ID and the reason for cancellation.

Cancellations are processed immediately upon confirmation. The applicable refund tier is determined by the date and time you confirm the cancellation, not when you initiate the request.

Flexible

• More than 24 hours before departure: Full refund of Boat Rental Fees. Service Fees are non-refundable.
• Within 24 hours of departure: Non-refundable.
• No-show: Non-refundable.

Moderate

• More than 7 days before departure: Full refund of Boat Rental Fees. Service Fees are non-refundable.
• 2–7 days before departure: 50% refund of Boat Rental Fees. Service Fees are non-refundable.
• Within 2 days of departure: Non-refundable.
• No-show: Non-refundable.

Strict

• More than 30 days before departure: Full refund of Boat Rental Fees. Service Fees are non-refundable.
• 14–30 days before departure: 50% refund of Boat Rental Fees. Service Fees are non-refundable.
• Within 14 days of departure: Non-refundable.
• No-show: Non-refundable.

Service Fee Refund Policy

Makai Service Fees (the customer service fee charged to the Renter) are generally non-refundable, except in the following cases: (a) cancellation due to a qualifying Extenuating Circumstance (see below); (b) cancellation by the Owner; or (c) if Makai determines at its sole discretion that a refund is warranted due to a significant service failure. The Owner Commission Fee will not be charged to the Owner for any booking that is cancelled and refunded.

Extenuating Circumstances

In the event of extenuating circumstances, you may be entitled to a full refund (including Service Fees) regardless of the cancellation tier that would otherwise apply. Extenuating circumstances include the following events, which must be documented:

• Weather: The National Weather Service (NWS) has issued a Small Craft Advisory, Gale Warning, Storm Warning, Hurricane Watch or Warning, Tropical Storm Watch or Warning, or any advisory indicating unsafe conditions for the vessel type at the time of the scheduled departure. The advisory must cover the geographic area of the charter.
• Mechanical failure: The vessel has experienced a mechanical failure that renders it unseaworthy or unable to safely complete the charter, as determined by the Captain or Owner, and the failure was not caused by the Renter. Documentation from the Owner or a marine mechanic is required.
• Medical emergency: The Renter, a member of the Renter's immediate party, or an immediate family member has experienced a serious medical emergency that prevents participation. A medical certificate or hospital documentation is required.
• Government orders: A government authority has issued port closures, mandatory evacuations, travel bans, or waterway restrictions that directly prevent the charter from proceeding.
• Death: The death of a Renter, a member of the Renter's immediate booking party, or an immediate family member of the Renter. A death certificate or obituary notice is required.
• Military deployment: The Renter or a member of the Renter's booking party has received unexpected military deployment orders. Official military orders are required.

To request an Extenuating Circumstances refund, contact support@themakaiapp.com within 14 days of the cancellation with your booking ID and supporting documentation. Makai will review all claims and make a determination within 10 business days.

What does not qualify: Personal schedule conflicts, change of plans, dissatisfaction with weather that does not trigger an NWS advisory, traffic delays, inability to find parking at the marina, or failure to meet boarding requirements (valid ID, minimum age) do not qualify as extenuating circumstances.

Owner Cancellations

If an Owner cancels a confirmed booking, the Renter will receive a full refund of all fees paid (including Boat Rental Fees and Service Fees). Refunds for Owner cancellations are processed automatically.

Owners who cancel confirmed bookings may be subject to the following consequences:

• Calendar blocking: The cancelled dates will be automatically blocked on the Owner's calendar to prevent re-listing.
• Listing visibility reduction: Repeated cancellations may result in the Owner's listings being ranked lower in search results.
• Account review: Owners with excessive cancellations (more than 3 in a 90-day period) may have their listings suspended pending review.
• Cancellation fee: Makai reserves the right to charge Owners a cancellation fee for non-extenuating circumstance cancellations, to be deducted from future payouts.

Owner cancellations due to a qualifying Extenuating Circumstance (weather, mechanical failure, government orders) are exempt from these consequences, provided the Owner submits supporting documentation.

Weather Cancellations

Safety is our top priority. The Captain or Owner has the sole authority and responsibility to determine whether weather conditions are safe for departure. The following guidelines apply:

• NWS advisory in effect: If the National Weather Service has issued a Small Craft Advisory or higher for the departure area at the scheduled time, cancellation qualifies as an Extenuating Circumstance with a full refund.
• Captain's discretion: If no NWS advisory is in effect but the Captain determines conditions are unsafe (e.g., building seas, approaching thunderstorms, poor visibility), the Captain may cancel the trip. In this case, Makai will work with both parties to arrange a reschedule or issue a refund as appropriate.
• Renter cancellation for weather concern: If no NWS advisory is in effect and the Captain has not cancelled, a Renter who chooses not to proceed due to weather will be subject to the standard cancellation policy tier.

We encourage Owners and Renters to discuss weather conditions in advance and, where possible, agree on a reschedule rather than a cancellation.

Refund Processing

When you cancel a booking, the applicable refund is calculated and initiated automatically based on the cancellation tier and timing. Refund processing timelines are as follows:

• Credit/debit card refunds: Initiated within 1–2 business days of cancellation. Depending on your card issuer, the refund may take an additional 5–10 business days to appear on your statement.
• Pre-authorization releases: If your booking was pending (not yet confirmed by the Owner), the pre-authorization hold on your card will be released within 1–5 business days, depending on your bank.
• Extenuating Circumstances refunds: Processed within 10 business days of claim approval. You will receive an email notification when your refund is initiated.

If you do not see your refund within the timelines above, please contact support@themakaiapp.com with your booking ID and we will investigate promptly. Please note that Makai has no control over your bank's or card issuer's processing times.

Trip Modifications

If the date of the booking is edited with the agreement of both parties, the cancellation policy carries over to the new start date. However, if the edit took place during a cancellation fee period, the original policy will apply in event of a canceled booking.

Date changes are subject to the Owner's availability and approval. Makai does not guarantee that alternative dates will be available. If the new date has a different price, the difference will be charged to or refunded to the Renter as applicable.

Chargebacks and Payment Disputes

If you have a concern about a charge, please contact support@themakaiapp.com before initiating a chargeback or dispute with your credit card company. Initiating a chargeback without first contacting Makai may delay resolution and may result in the suspension of your Makai Account pending investigation. Makai reserves the right to dispute any chargeback it believes is unwarranted and to provide the card network with evidence of the completed transaction and applicable cancellation policy.

Contact Us

Questions about cancellations? Contact us at support@themakaiapp.com

Makai Technologies, Inc.
Florida, United States