Here at Key West Pro Guides, we are an elite team of owner-operator guides that are in very high demand. We understand that unforeseen situations may arise beyond anyone’s control that affect travel plans. We believe in a fair approach to cancellations; our cancellation policy is such that it both protects the livelihoods of our guides in the unfortunate event that a scheduled charter must be cancelled and, in some situations, allows you to apply deposits from cancelled trips towards future bookings.
This policy reflects the rights and position of Key West Pro Guides and therefore applies to all of our fishing charters.
Only your Captain may cancel your charter within 24 hours of scheduled charter date due to weather or mechanical breakdown without potential penalty or forfeiture of deposit. Should your captain cancel the charter you will be issued a “Charter Cancellation Number”. This number is unique to your reservation.
Notification of cancellation outside of 48 hours of your charter date must be made by email to [email protected] or by calling 305-296-6602.
Notification of cancellation inside of 48 hours of your charter date must be made directly with the captain. Captains’ cell phone numbers are stated on your confirmation letter.
We retain all correspondence and document all phone calls as part of the reservation/cancellation process. When contacting us regarding a cancellation, be certain you receive and then retain a “Charter Cancellation Number” from our agent as this may be required at a later time. This number is unique to your reservation.
Charter(s) cancelled prior to 15 days minimum of scheduled charter date:
Your Deposit will be 100% refunded.
Charter(s) cancelled 14 days to within 48 hours prior to scheduled charter date:
Result in loss of Deposit* and a $200.00 Cancellation Fee to offset expenses and loss of opportunity for Captain(s) affected**.
Charter(s) cancelled with less than “48 hours” or in the event of a “No-Show” for scheduled charter date:
Result in forfeiture of Deposit plus remaining “Charter Balance” to offset expenses occurred and loss of opportunity for Captain(s) affected.
Any and all subsequent charters that are cancelled will be subject to our cancellation policy as stated above.
* We will retain your deposit however, verses a forfeiture of the deposit due to your charter cancellation, we will honor the deposit amount making it available for your use on a future charter for a period of one year. Deposits held in this manner are non-transferrable and must be applied to like charter reservation.
We believe this to be a fair and reasonable gesture on our part, proving once again customer service is our highest priority. Our hopes are you will have an opportunity to experience our services at a future date. You will receive an email confirming the credit with a cancellation number for future reference. We trust you find this an equitable resolution for all parties concerned in this unfortunate situation.
** We immediately attempt to reschedule the affected captain(s) with the highest priority. In the event we successfully reschedule the affected captain(s) “Cancellation Fees” are refunded.