Complaints Procedure

At Wanderlust Dive Center, we are committed to providing every diver and snorkeler with a safe, professional and personal experience. However, if a customer is not completely satisfied, we want to ensure the concern is handled properly, respectfully and promptly. This complaints procedure explains how complaints can be submitted and how we handle them.

1. Purpose of this procedure

This procedure aims to:

• Handle complaints quickly, fairly and carefully
• Resolve misunderstandings transparently
• Continuously improve our services

We take every complaint seriously and treat all information confidentially.

2. What is considered a complaint?

A complaint is any written or verbal expression of dissatisfaction related to:

• A service (guided dive, training, rental, gas fill)
• Safety procedures
• Customer service or communication
• Condition or performance of equipment
• Administrative or financial handling

3. How to submit a complaint

Customers may submit complaints in the following ways:

• Email: info@wanderlustdivecenter.com
• WhatsApp or telephone
• In person at the dive center

For efficient handling, we request:

• Customer name
• Date of the activity
• Description of the complaint
• Photos or relevant documentation (if applicable)

We confirm receipt of the complaint as soon as possible.

4. How we handle complaints

Once a complaint is received:

• Registration — The complaint is logged internally.
• Assessment — We investigate the situation thoroughly, including discussions with involved staff members or witnesses when needed.
• Response time — You will receive a detailed response within 5 working days.

Proposed solution — Depending on the nature of the complaint, this may include:

• Clarification or explanation
• An apology
• Correction of the error
• An alternative solution
• When applicable, reasonable compensation

5. Escalation

If the customer is not satisfied with the proposed solution, the complaint may be escalated to the owner of Wanderlust Dive Center. The owner will reassess the complaint and provide a final written response within 10 working days.

The decision of the owner is considered final within Wanderlust Dive Center.

6. Exclusions

Wanderlust Dive Center does not handle complaints related to:

• Personal preferences or expectations outside the scope of our services
• Customer-owned or privately brought equipment
• Weather conditions or unforeseen natural circumstances
• Situations where safety protocols were correctly followed but the customer disagreed with the outcome
• Issues caused by not following instructions given by staff

7. Improvement and evaluation

All complaints are reviewed periodically to improve our procedures, safety standards and customer experience. We value transparency and open communication at every stage.

8. Contact

If you have a complaint or questions about this procedure, please contact info@wanderlustdivecenter.com.