Policies and Guidelines

Cookie Policy

You may review our Cookie Policy here.

General Privacy Policy

We DO NOT directly collect any personally identifiable user information (PIU) on our website unless you opt to share it with us for the purposes of direct communication or in the process of making a reservation (see Reservation section below). In such cases, we take all reasonable steps to ensure your information remains secure and is purged from our internal systems within 30 days following the conclusion of our business.

We may retain certain PIU for up to 30 days for the purposes of legitimate business communication and financial reporting. PIU retained may include…

  • Name of the Principal Guest 
  • Email address and Phone Number
  • Local Accommodations
  • Credit Card Information including Home Zip/Postal Code

Legitimate business communication between Coconut Reef and our guests, includes…

  • Reservation Confirmations and Updates
  • Cancellations 
  • Customer Satisfaction follow-ups, including post-tour reminder/request for feedback
  • Transaction resolutions (full or partial refunds, disputes over payments, etc)

  Financial Reporting includes…

  • Interactions with Financial Institutions (Credit Card companies, Local Banks)
  • Local Taxation Compliance

We DO collect anonymous usage data for the purpose of analysing our web traffic, site response times and other performance data.  Such data may be transferred to various 3rd party tools for analysis and reporting. We make all reasonable efforts to ensure performance data shared with 3rd parties does not include information such as names, email addresses or other personal information.

Contacting Coconut Reef

We provide several means to contact us, including electronic means such as Website Contact Forms, WhatsApp, Google, Facebook and more. Be assured, contact details we receive directly are kept in the strictest confidence. We DO NOT willingly or purposefully share your details with any outside parties. We DO NOT put you on some mailing list and then pepper you with constant updates and bulletins.

Reservations with Coconut Reef

We use a third-party provider to collect and manage our direct reservations – www.junglebee.com. Please review their privacy policy, regarding the data they collect. As part of the reservation process, we may through neccessity require access to your name, phone number, email, and Credit Card or other payment method information. Access to this data is strictly limited to employees of Coconut Reef on a need-to-know basis.

We have authorized several third-party online agencies to collect reservations on our behalf. These include, but are not limited to, FishingBooker.com, Viator.com, and GetMyGuide.com. These 3rd party agencies are completely independant of Coconut Reef and manage their own reservation and payment systems. Reservations we receive from these online agencies only include data elements such as Party Name, Email, Phone, Booking Date and Trip. We DO NOT receive any payment method details. For example, if you book through any of these 3rd parties, we do not have access to your credit card details for any deposit/payments they collected directly from you.

If you reserve a trip with Coconut Reef through a local travel agent, hotel tour desk, concierge service or other street vendor  you should check their privacy policy (See Travel Cautions below).

Reservations & Cancellations

General Procedure (*)

(* – applies to direct bookings. 3rd party agencies may have differeing policies)

We DO collect a deposit for all direct reservations of around 20% of the total cost of your trip. Your deposit is fully refundable if we cancel the trip OR you cancel with at least 48 hours notice. The balance of payment for your trip will be collected on the day of the trip, prior to departure. There will be no refunds issued once the boat the boat leaves the dock, except under the following conditions…

  • Unforseen circumstances sometimes force us to abandon a trip at anytime up to including the posted departure time…
    • Mechanical failure
    • Unsafe sea conditions
    • Serious injury to crew or passengers
    • If ordered by the Coast Guard or local authorities

Unfortunatley, we cannot offer refunds in the case of…

  • Any members of your party get sea-sick, bored or just want get off the boat.
  • We will do our best to offload any unhappy passengers to a beach or dock but we cannot guarantee it.

Cancellations

We offer a full refund of any funds paid if you cancel your trip with at least 48 hours notice of the posted departure date/time OR, we need to cancel the trip due to mechanical failure, unsafe sea conditions, etc. We reserve the right to cancel any trip at our discretion for any reason at any time right up until the posted departure date/time.

If we cancel a trip, please be assured, it is for good reason and in good faith. We do not cancel trips because we had a late night or just can’t be otherwise bothered. We understand you’re on holiday and may be looking forward to that trip of a lifetime. Sometimes situations are just out of our control…