Bookings and Cancellations

Booking flow

• All tours listed on our platform are carried out by our licensed partners in Seychelles.
• The partners that carry out the said excursions hold all the necessary licenses and permits to legally conduct such excursions and tours in Seychelles.
• When a customer makes a reservation request on the website, our team must confirm availability with the provider first.
• All availability checks are carried out by our team only upon receipt of payment by credit card from the customer.
• If the tour is not available, the paid amount will be returned immediately to the customer.
• Some tours may require the whole amount to be paid, while others require only a partial payment. That all depends on how our partners prefer to operate.
• If you paid only a portion of the total during reservation, you will have to pay the remainder directly to the operator on the day of the trip.
• After you have made a reservation, you will receive a confirmation or cancellation of your reservation request within 2 hours. You may be contacted by our agent via WhatsApp, e-mail or phone.

Voucher

Upon confirmation of the availability, you will receive a voucher (by e-mail in PDF format) that will have a unique QR code associated with your booking. The voucher must be presented to the tour operator on the day of the trip.

• The voucher will specify the remaining balance to be settled directly with the operator, if any.
• The voucher will list the contact phone number of the tour operator and the meeting place and time.

Cancellations and Refunds

Customer Initiated Cancellations

Each trip may have a different cancellation policy and it is clearly stated on the tour page and the voucher. To request a cancellation, you must e-mail our support center at info@koek.sc and provide your name and booking ID.

Platform Initiated Cancellations

Cancellations from the supplier side may occur due to factors such as, but not limited to:

• Unacceptable weather conditions.
• Technical problems with the boat.

In such cases, the customer will have two options:

• Rescheduling: The customer can, subject to availability, choose an alternative experience or another available booking.
• Full Refund: If the customer is not satisfied with the rescheduling option, they are entitled to a full refund, subject to any bank transaction fees.

Changes to bookings

Changes (different day or time) are subject to availability and must be requested through the platform’s customer support at least 24 hours before the scheduled time. We cannot guarantee that changes will be accepted, however, we will do our best to always satisfy the customer.