Cancellations & Refunds Policy — The Sunset Villa Dhiffushi
The Sunset Villa Dhiffushi – Dive & Stay Package and Special Event Policies
⚠️ Important Policy Notice: Booking Channels & Third-Party Reservations
These cancellation terms apply strictly to bundled "Dive and Stay" packages and specialized dive events purchased through the digital platforms owned, hosted, and operated by Signature Scuba Singapore Pte. Ltd. They also apply to walk-in guests, on-site bookings, and day visitors who register, pay a deposit, or participate in any activity at The Sunset Villa Dhiffushi Hotel.
Independent Resort Stays & Third-Party Websites: The Sunset Villa Dhiffushi Hotel maintains its own completely independent cancellation, deposit, and refund policies for general hotel guests who book standard room-only accommodations directly with the hotel or via third-party travel websites — including Booking.com, Agoda, Expedia, Trip.com, and similar platforms. If you booked your room independently through a third-party platform without a diving package, your reservation is subject entirely to the specific cancellation terms listed on that platform for the rate you selected. Signature Scuba does not manage, alter, mediate, or accept liability for bookings made outside our authorized domains.
Third-Party Platform Bookings: If you booked through Booking.com, Agoda, Expedia, Trip.com, or any other travel platform, all cancellation, deposit, and refund requests must be submitted directly to that platform. The platform's listing terms govern the money. However, all safety, medical, liability, environmental, and conduct clauses in our Terms and Conditions apply in full during your stay and activities.
Walk-In Guests, On-Site Bookings & Day Visitors: Guests who book in person at the hotel reception desk, by phone, by WhatsApp, or by email — and day visitors joining a snorkeling trip, sandbank visit, island-hopping tour, kayaking session, or any water activity without an overnight stay — are bound by the same cancellation matrix, safety rules, and liability terms set out below. By registering, paying a deposit, or boarding any vessel, these guests accept this policy in full.
📋 Standard Individual Bookings Policy
Applies to individual day-excursions, daytime diving courses (Open Water, Advanced, Rescue, Divemaster), guided fun dive trips, DSD experiences, spearfishing, local transport, snorkeling trips, kayaking, sandbank visits, and island-hopping services.
🟢 Free Cancellation (Full Payment)
Up to 14 days before arrival → 100% Full Refund. No cancellation charges apply.
🟡 Free Cancellation (Deposit Only)
Request at any time before event begins → 90% Refund of deposit. 10% retained to cover Stripe gateway fees.
🟠 Partial Refund Window
14 to 7 days before arrival → 75% Refund. 25% cancellation charge applied.
🔴 Non-Refundable Period & No-Shows
Within 7 days or No-Show → 0% Refund (100% charged). Digital credit may be offered at our discretion.
✏️ Standard Accommodation Date Change Policy
- Modification requests subject to room availability up to 14 days before arrival.
- Your diving activities booking remains 100% valid and will be moved to new dates free of charge, subject to availability.
- If rooms are not available, we offer an immediate 90% refund of your room payment portion.
⭐ Premium "Dive and Stay" Package Policy
Bundled packages combine custom accommodation blocks at The Sunset Villa Dhiffushi Hotel with dedicated dive boat spaces.
- Date-change requests permitted up to 7 days prior to arrival, subject to room availability. No fees if rooms available.
- If unable to accommodate, we assist with alternative properties nearby.
- ⭐ Special Exception: If date change cannot be accommodated due to room unavailability, we refund 50% of your accommodation fee. This applies regardless of when the request is made. Diving discounts remain 100% valid.
🎯 Special Group & Event Bookings (6+ Guests)
Includes group reservations, private charters, liveaboard charters, and special events.
- Deposit Non-Refundable: Strictly non-refundable under all circumstances.
- Cancellation Within 30 Days: 100% non-refundable (0% refund).
- Date Changes: Request at least 2 months before original event date.
- Full Payment Cancellations: Accepted if submitted at least 2 months before event date.
- Refund Amount: Refund issued for total paid minus any discounts applied.
🌊 Environmental Factors & Operator Protection
🌊 Weather / Safety Cancellation by Operator
If cancelled due to unsafe weather, rough seas, or port closures → 100% full refund or reschedule without extra charge. Your safety is our top priority.
🌊 Force Majeure & Natural Disasters (0% Cash Refund)
No cash refunds for cancellations caused by tsunamis, earthquakes, floods, volcanic eruptions, or ash cloud flight cancellations. Bookings convert to travel credit vouchers.
🌊 Excursion & Water Activity Cancellations
Snorkeling trips, kayaking, sandbank visits, and island-hopping excursions may be cancelled or rerouted at short notice due to sea conditions, tide levels, or safety concerns. Guests will be offered a reschedule or a comparable alternative where possible.
🔄 How the Cancellation & Refund Process Works
STEP 1: Guest requests cancellation via WhatsApp, email, or in person at The Sunset Villa Dhiffushi Hotel.
STEP 2: Timing is audited to define the correct refund percentage tier.
STEP 3: Deductions are calculated and final refund amount is confirmed.
STEP 4: Refund processed through Stripe/Wise within 7 business days.
STEP 5: Confirmation email dispatched with itemized receipt.
Note: For bookings made via Booking.com, Agoda, Expedia, or Trip.com, the cancellation request must be submitted through that platform. Refund timelines are then governed by the platform's own processing schedule.
📨 Guest Cancellation Confirmation Email Includes
✅ Cancellation Date & Time
✅ Original Booking Details
✅ Refund Amount
✅ Charges Applied
✅ Payment Method
✅ Estimated Timeline (5–10 business days)
✅ Policy Reference
✅ Support Contact
🤝 Book With Confidence — Our Fair Policy Assurance
We understand travel plans can change unexpectedly due to severe illness or family crises. If you face an emergency, contact us immediately. While we must maintain strict commercial rules, our management team will evaluate genuine emergencies to offer flexible rebooking or future stay credits where capacity allows. Travel insurance is always recommended. ✈️🛡️
🏛️ Governing Law and Dispute Jurisdiction
These Terms and Conditions, all digital transactions, and any credit card chargeback disputes arising in connection with them shall be governed by, interpreted, and construed exclusively in accordance with the substantive laws of the Republic of Singapore. Any legal claims, actions, or disputes arising directly out of your booking services shall be subject to the exclusive jurisdiction and venue of the courts of Singapore.
Corporate & Legal Contact
Signature Scuba Singapore Pte. Ltd. (UEN: 202640636N)
Merchant of Record — Governing Law: Republic of Singapore
📞 Need help with a cancellation or refund request?
Contact us directly
We aim to respond within 24 hours
The Sunset Villa Dhiffushi – Cancellations & Refunds Policy (Effective: September 3, 2026)