Shocking travel service from Sandton Scuba Outdoors and Bold Moves

I booked a trip with Sandton Scuba Outdoors in early 2017, being a scuba diving trip to Truk Lagoon and Palau Island scheduled for September 2017. I was instructed to pay the full price of R87 000 odd upfront to secure my spot on the boat. Due to political warnings in the area in August 2017, the trip was postponed and re-scheduled to March 2018. In early December 2017 I contacted Sandton Scuba and informed them that due to work commitments, I would be unable to go on this trip in March and cancelled. Through numerous communication between December 2017 and February 2018, I was informed that the cancellation had been actioned and was advised of the cancellation policy applicable to each leg of the trip.

When it came to getting payment of the refund out of Sandton Scuba, I was presented with one delay excuse after another and eventually, they stopped responding to my calls and e-mails. This is a substantial amount of money and between 80% and 90% should be refunded to me, although this amount is not clear as Sandton Scuba have not provided a breakdown of the cost and where the cancellation fees apply.

It is now July 2018, 7 months after I cancelled, and I have still not received the refund on my trip. In May 2018 I engaged the services of a lawyer who has been in contact with Sandton Scuba who seem to operate under an umbrella company called Bold Moves. To date, he too has been provided with delay excuses, such as "we are closed for the winter months" and "we are away for the next 7 days so cannot work on this matter until we return".

On every level, it has been an unpleasant experience dealing with them. This is a business that rely on their customers to survive, and yet this is how they treat their customers.

I would caution anyone looking to do business with them.