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Refund Policy

Effective Date: 27 July 2026

1. Purpose

This Refund Policy explains how refunds are processed for bookings made through Marina Match.

Marina Match is an online marketplace connecting Dock Masters and Boaters. Marina Match is not the owner, operator or manager of the berth and is not a party to the Berthing Licence.

Refunds are governed by:

  • the Dock Master’s selected Cancellation Policy;
  • the Standard Berthing Licence (or the Dock Master’s own licence if used);
  • this Refund Policy.

2. Governing Documents and Priority

The following documents govern cancellations and refunds for bookings made through Marina Match. If there is any inconsistency between them, they apply in the following order of priority:

  • The Dock Master’s selected Cancellation Policy, as displayed on the booking at the time the reservation is confirmed.
  • The applicable Berthing Licence, being either:
    • the Marina Match Standard Berthing Licence; or
    • the Dock Master’s own berthing licence or terms, where the Dock Master has elected to use their own agreement.
  • This Refund Policy, which applies only to the extent it is consistent with the above documents and addresses matters not otherwise covered.

Where there is a conflict, the higher-ranking document prevails to the extent of the inconsistency.

Nothing in this Refund Policy excludes or limits any rights or remedies that cannot be excluded under the Australian Consumer Law.

3. Dock Master’s Cancellation Policy

Each Dock Master selects one of the cancellation policies offered by Marina Match.

Examples include:

  • Flexible
  • Moderate
  • Strict
  • No Refund
  • Full Refund Anytime
  • Marina Discretion

The applicable policy is displayed before the booking is confirmed and forms part of the booking agreement.

4. How Refunds Are Calculated

Where a Boater cancels a booking, any refund will be calculated according to the cancellation policy selected by the Dock Master.

Unless otherwise required by law, Marina Match has no discretion to override the Dock Master’s cancellation policy.

5. Service Fees

The Marina Match service fee is generally non-refundable once a booking has been confirmed and payment successfully processed.

However, Marina Match may refund its service fee where:

  • duplicate payments occurred;
  • a technical or system error caused an incorrect charge;
  • Marina Match cancelled the booking due to a platform error; or
  • Marina Match otherwise decides, at its sole discretion, that a refund is appropriate.

6. Payment Processing

Payments are securely processed through Stripe Connect.

Marina Match does not hold customer funds.

Refunds are issued through Stripe using the original payment method where possible.

Refund processing times are determined by the customer’s financial institution and may take several business days.

7. Cancellation by the Dock Master

If the Dock Master cancels a confirmed booking before Arrival:

  • the Boater will receive a full refund of all berth fees paid; and
  • Marina Match will refund any applicable service fee.

Repeated cancellations by a Dock Master may result in account restrictions or suspension.

8. Cancellation by Marina Match

Marina Match may cancel a booking where necessary, including where:

  • fraud or suspected fraud is identified;
  • payment cannot be completed;
  • the listing breaches Marina Match policies;
  • a technical error materially affects the booking; or
  • required by law.

Where Marina Match cancels a booking before Arrival, the Boater will receive a full refund of amounts paid.

9. Early Departure

If a Boater departs earlier than the agreed Departure date, no refund is payable unless:

  • the Dock Master agrees; or
  • required by Australian Consumer Law.

10. Force Majeure

Neither the Dock Master nor Marina Match will be liable for delays or cancellations caused by events beyond reasonable control, including:

  • cyclones;
  • floods;
  • bushfires;
  • severe storms;
  • tsunami;
  • government restrictions;
  • port closures;
  • security incidents; or
  • other force majeure events.

Where access to the berth becomes impossible due to such an event, refunds will be determined by:

  • the Dock Master’s cancellation policy; or
  • any agreement reached between the Dock Master and the Boater; or
  • applicable law.

Marina Match encourages both parties to work together in good faith to reschedule the booking where practical.

11. Australian Consumer Law

Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.

Where a refund is required by law, Marina Match and the Dock Master will comply with those legal obligations.

12. Disputes

If a dispute arises regarding a refund:

  • the Boater and Dock Master should first attempt to resolve the matter directly;
  • Marina Match may assist by reviewing booking records and communications; however,
  • Marina Match does not determine legal disputes between users and is not liable for either party’s contractual obligations.

13. Contact

Questions regarding this Refund Policy may be directed to:

Marina Match Support
Email: info@marinamatch.org