This article explains what happens if a tandem skydive booking is cancelled, rescheduled, delayed, refused, or unable to proceed.
It covers customer cancellations, customer rescheduling, late arrival, no-shows, weather delays, aviation delays, technical delays, deposit forfeiture, and refund eligibility.
All cancellation and rescheduling requests must be made in writing.
A phone call alone is not a valid cancellation or rescheduling request.
If a customer discusses a cancellation or rescheduling request by phone, the request must still be confirmed in writing.
Accepted written channels include:
Email: jump@skydiveswahili.com
WhatsApp message.
Facebook Messenger message.
Instagram message.
Telegram message.
The written request should include:
Participant name.
Booking reference number.
Booking date and time.
Reason for cancellation or rescheduling.
Contact details.
Customers may cancel their tandem skydive booking.
The refund treatment depends on when the written cancellation request is received.
If the customer cancels at least 48 hours before the scheduled booking time, the deposit may be refunded.
If the customer cancels less than 48 hours before the scheduled booking time, the deposit is not refunded.
This applies because the booked time slot has already been reserved for that participant.
Customers may request to reschedule their tandem skydive.
There is no additional rescheduling fee.
Rescheduling is subject to:
Available dates.
Available time slots.
Weather forecast.
Aircraft availability.
Instructor availability.
Operational planning.
Other confirmed bookings.
Skydive Swahili may advise customers on the best available time based on weather, aviation, and operational conditions.
A rescheduling request is not confirmed until Skydive Swahili confirms the new date and time in writing.
Customers must arrive on time for their scheduled booking.
If a customer arrives late and misses the scheduled time slot, Skydive Swahili will try to move the customer to the next available slot.
This is subject to:
Remaining availability on the same day.
Other customer bookings.
Weather conditions.
Aircraft operations.
Instructor availability.
Operational readiness.
If the customer cannot be accommodated on the same day, Skydive Swahili will try to reschedule the customer to another available day and time.
If the customer cannot return on another day, the booking may be treated as a no-show.
Alternatively, Skydive Swahili may retain the deposit and reschedule the customer to another available date within 12 months from the original booking date.
A no-show means the customer does not attend the booking as scheduled and does not complete a valid cancellation or rescheduling request in time.
A booking may also be treated as a no-show if:
The customer arrives too late to use the booked time slot.
No later same-day slot is available.
The customer does not accept another available rescheduling option.
The customer cannot return within the available rescheduling period.
The customer does not provide a valid written cancellation or rescheduling request.
In no-show situations, the deposit is not refunded.
Skydive Swahili may refuse service for safety, operational, medical, legal, or conduct-related reasons.
Service may be refused if the customer:
Appears intoxicated.
Appears impaired by drugs or other substances.
Provides false, incomplete, or misleading information.
Does not meet eligibility requirements.
Has a medical or physical condition that creates safety concerns.
Does not fit the harness safely.
Behaves aggressively, abusively, or disruptively.
Fails to follow staff, instructor, pilot, or safety instructions.
Creates an unsafe or unacceptable operational risk.
If service is refused because of the customer’s conduct, condition, intoxication, impairment, false information, or failure to follow instructions, the deposit is not refunded.
Each participant decides whether to skydive.
A customer may refuse to jump at any point.
Refund treatment depends on when the customer refuses.
If the customer refuses to jump while still on the ground before boarding the aircraft:
The deposit is not refunded.
Any additional amount already paid toward the skydive may be refunded.
Example:
Deposit paid: USD 50
Balance paid on arrival: USD 300
Customer refuses before boarding.
Refund: USD 300
Deposit retained: USD 50
If the customer refuses to jump after boarding the aircraft or while in the aircraft:
No refund is provided.
The customer will remain with the instructor and return to the runway in the aircraft.
Skydiving depends on safe weather, aviation approval, aircraft readiness, and operational conditions.
A tandem skydive may be delayed, postponed, or rescheduled because of:
Weather conditions.
Wind conditions.
Cloud conditions.
Rain.
Air traffic control restrictions.
Aviation restrictions.
Aircraft technical issues.
Equipment readiness.
Operational safety decisions.
If the skydive cannot proceed as scheduled for these reasons, Skydive Swahili will first try to reschedule the customer to the next suitable time slot at no extra cost.
The next suitable time slot may be:
Later the same day.
Another day.
Another week.
Another month.
Another suitable date agreed with Skydive Swahili.
If Skydive Swahili cannot offer a suitable rescheduled time, or if the customer cannot accept any available rescheduling option because they are leaving the area or cannot return, the customer may receive a refund of eligible skydive payments, including the deposit.
Transport or other services already provided are not refunded.
Same-day postponements may happen if weather, aviation, ATC, aircraft, or operational conditions change during the day.
If Skydive Swahili knows in advance that the schedule will be affected, staff will contact affected customers as soon as practical.
Skydive Swahili may contact customers through:
Phone call.
WhatsApp.
Email.
Facebook Messenger.
Instagram message.
Telegram message.
Any other communication channel on record with the customer.
Skydive Swahili may ask customers to:
Arrive later.
Wait for conditions to improve.
Move to another available time slot.
Reschedule to another suitable day.
If a skydive cannot proceed because of weather, aviation, ATC, aircraft, or operational reasons, the first option is rebooking.
Rebooking may be for:
Later the same day.
Another day.
Another week.
Another month.
A later suitable date agreed with Skydive Swahili.
Skydive Swahili will coordinate the rebooking with the customer directly.
There is no extra charge for rebooking when the postponement is caused by weather, aviation, ATC, aircraft, or operational circumstances.
A customer may be eligible for a refund if:
The customer cancels at least 48 hours before the scheduled booking time.
Skydive Swahili cannot operate the skydive because of weather, aviation, ATC, aircraft, or operational circumstances.
Skydive Swahili cannot offer a suitable rescheduled time.
The customer cannot reasonably return for a later booking.
Skydive Swahili confirms that refund eligibility applies.
Before issuing a refund, Skydive Swahili will first attempt to reschedule the customer to another suitable time.
If rescheduling is not possible, an eligible refund may be issued.
Transport or other services already provided are deducted from any refund.
The deposit is not refunded in the following situations:
Cancellation less than 48 hours before the scheduled booking time.
No-show.
Late arrival that prevents the customer from jumping and the customer does not accept a valid rescheduling option.
Customer refusal to jump before boarding the aircraft.
Refusal of service caused by intoxication.
Refusal of service caused by drug use or impairment.
Refusal of service caused by unsafe conduct.
Refusal of service caused by aggressive, abusive, or disruptive behavior.
Refusal of service caused by false, incomplete, or misleading information.
Failure to follow staff, instructor, pilot, or safety instructions.
Failure to complete required documentation.
A full refund of eligible skydive payments, including the deposit, may apply when:
The skydive cannot proceed because of weather, aviation, ATC, aircraft, or operational circumstances.
Skydive Swahili cannot offer a suitable rescheduled time.
The customer cannot reasonably return for a later booking.
Skydive Swahili confirms refund eligibility.
The first action is always to try to reschedule.
A refund is used when rescheduling is not possible.
Transport or other services already provided are not included in the refund.
Eligible refunds may be made by:
M-Pesa.
Cash.
Bank transfer.
Refund method and currency handling are confirmed by Skydive Swahili based on the customer’s situation and available payment method.
Eligible refunds are processed within one week from the applicable booking date and time.
Customers may need to provide payment details before a refund can be completed.
Situation |
| Other Payment Refund? | ||
Cancellation 48 hours or more before booking time | Yes | Yes, if already paid | ||
Cancellation less than 48 hours before booking time | No | Yes, if already paid | ||
Customer no-show | No | Case-by-case if additional payment was made | ||
Late arrival with successful same-day reschedule | Not applicable | Not applicable | ||
Late arrival with later reschedule within 12 months | Deposit retained for rescheduled booking | Not applicable | ||
Late arrival with no accepted rescheduling option | No | Case-by-case if additional payment was made | ||
Customer refuses before boarding aircraft | No | Yes | ||
Customer refuses after boarding aircraft | No | No | ||
Skydive Swahili refuses service due to intoxication or unsafe conduct | No | Case-by-case | ||
Weather, ATC, aviation, aircraft, or operational postponement | First reschedule | Full eligible refund if rescheduling is not possible | ||
Skydive Swahili cannot operate and customer cannot return | Yes | Yes, except services already provided | ||
Transport already provided | Not applicable | No refund for transport portion |
For detailed information, refer to the relevant Skydive Swahili knowledge base article: