Cancellation Policy
Kincade Boats has a standardised cancellation policy that is enforced to protect both the Renter and Owner. Kincade Boats will apply this policy to determine the outcome of any cancelled booking.
Delay or Cancellation on the Day of the Rental
If the Renter is more than 30 minutes late without notice to the Owner, or provides notice but is more than 45 minutes late to pick up the boat from the agreed location and the delivery time, the Owner may, at their sole discretion, cancel the booking and the Renter will not be entitled to a refund.
If the Boat is not made available by the Owner within 30 minutes of the scheduled delivery time, then the return time may be extended, at the Renter’s sole discretion, by the same increment of time as the delay of the Delivery time. If the delay in Delivery is more than 45 minutes, the Renter has the right to cancel the Rental and receive full reimbursement of the Rental Fee. The Owner will be responsible for paying Kincade Boats’ Administration Fee.
Cancellation before the Day of Rental
A booking can be cancelled five (5) days or more prior to the rental commencement date for a full refund, less the Kincade Boats Administration Fee charged to the party making the cancellation.
For example: If you hired a boat for Saturday you will receive a refund if you cancel the booking no later than the Monday prior to the hire date.
A cancellation within five (5) days of the rental commencement date by the Renter will not result in a refund of the Rental Fee.
For multi-day bookings of more than 2 days, cancellations by the Renter within the five (5) days prior to the rental commencement date will be refunded to the Renter except that the Owner and Kincade Boats will retain an amount equivalent to the cost of 2 days of renting the Boat. In addition, Kincade Boats will deduct the Administration Fee on top of this amount.
For example, if the Renter cancels their five (5) day rental four (4) days before the start time, they will be refunded for 3 days of the rental less the Administration Fee.
For multiple day bookings there will be no refund if a Renter wants to cancel a portion of the rental period after the start time.
The Cancellation Timeline
Renter Entitlement to Refund
In certain circumstances, the Renter will receive a refund of the Rental Fee less the Administration Fee. If the Rental is cancelled or cut short due to:
- weather and safety related circumstances
- A death in the Renter’s direct family; or
- An issue with the Boat that causes your rental to end prematurely that is not the responsibility of the Owner.
In the following circumstances, the Renter will receive a full refund of the Rental Fee and the Owner will be liable to pay the Administration Fee.
- The Owner cancels or does not make the Boat available; or
- A problem arises during rental that causes the Renter to end the rental and is determined to be due to negligence of the Owner; or
- If the description of the Boat in the listing on the website is materially inaccurate.
Kincade Boats may request evidence to justify claims for cancellation on any of these grounds.
Bad Weather Cancellations
Kincade Boats will ensure a full refund of the Rental Fee to a Renter whose reservation of a Boat:
- Is within 200 kilometres of an active named or numbered storm at the start of the Rental Period
- Is within a declared natural disaster area at the start of the Rental Period
- if the conditions forecast, no more than 6 hours before the start of the Rental Period exceed the following
- Swell and Sea conditions more than 2.0M for Offshore use only
- Wind more than 25 knots during the Rental Period
- More than 10mm rainfall during the Rental Period
Cancellation for Safety and Weather-related situations can only occur within 6 hours of the start of the Rental Period and must be supported by the weather forecast and weather warnings as issued by www.bom.gov.au.
Owners and Kincade Boats are not liable for unforecasted weather events that appear during a rental period.
At any time an Owner can agree to a Renter’s request for a cancellation within the timeframes above, however, in this situation Kincade Boats will still impose the Administration Fee.
Kincade Boats will not collect an Administration fee for orders whereby payment has not been processed.
Rescheduling a Booking
Rescheduling a Rental requires the support of a Kincade Boats team member. Before requesting a reschedule, please note that Kincade Boats will confirm the approval of both parties before progressing.
Alternatively, you can cancel the booking and request again with the changes, if it is outside of the cancellation period set out above. Keep in mind that when cancelling a booking, the refund process takes 3-5 business days for credit cards and 5-10 business days for debit cards.
Refund Process
Upon booking cancellation, the refund process takes 3-5 business days for credit cards and 5-10 business days for debit cards.
To reach out to our support team, feel free to send us an email to dominic.longcroft@kincadeboats.com.au.