Refund & Cancellation Policy

1. Cancellations by the Guest

You may cancel your booking at any time. Our cancellation policy is simple and transparent:

• 80% refund of the total amount paid is returned to you on any cancellation, regardless of how close to the activity date the cancellation is made.
• 20% of the total amount paid is retained by Nengo Water Sports as a non-refundable booking fee. This covers payment processing, guide reservation, and administrative costs.

2. No-Shows

If you do not show up for your activity without prior notice, no refund will be issued. Please contact us as early as possible if you cannot make your booking so the 80% refund policy can apply.

3. Cancellations by Nengo Water Sports

Weather Cancellations

If we cancel your activity due to unsafe weather conditions, we will offer you a full reschedule to your next available preferred date at no extra cost. We do not provide cash refunds for weather cancellations.

Operational Cancellations

In the rare event we must cancel for operational reasons (equipment failure, guide unavailability), you will receive a full 100% refund within 5–10 business days, or the option to reschedule at no extra cost.

4. Specific Activity Policies

Parasailing

Parasailing requires full payment at booking due to high demand and limited slots. The standard 80% / 20% cancellation policy still applies. Parasailing is not available during May due to seasonal weather. Bookings during this month will be automatically rescheduled or refunded in full.

Ultimate Couple Package

The Couple Package follows the standard 80% refund policy above. Individual activities within the package cannot be cancelled separately.

5. How to Request a Refund

To cancel your booking and request a refund, contact us via:

• WhatsApp: +255 761 511 647 (fastest response)
• Phone: +255 761 511 647

Please have your booking reference number (format: NSW-XXXXXX) ready when you contact us.

6. Refund Processing Time

Approved refunds are processed within 5–10 business days. The time for the refund to appear in your account depends on your bank or mobile money provider.

7. Contact for Refunds

• WhatsApp: +255 761 511 647
• Phone: +255 761 511 647
• Operating Hours: 7:00 AM – 7:00 PM daily