Customers Helpline – FAQs General Bookings

General Bookings

How to make my bookings?

Only priority booking included in some of our deals and services can be book by phone or email.
All others included in group buyers / deal vouchers, they are only available through our on line self-process booking system.

No Availability in Booking System

Do not wait to the LAST minute. Book early to avoid disapointments.

Reason where you might find SLIM availability or NIL:

  • There are certain locations and dates in very high demand depending on the time of the year (peak season or holiday period). It is comparable with trying to book a plane ticket in Christmas Season.
  • We have a maximum capacity per week that includes weekends. Waiting to book and do the activity in peak or high season holidays, will make the availability very difficult or NIL.
  • We have 4 weeks a month that makes 20 available weekday dates. Compared, to 4 weekends a month that makes 8 weekend available dates.
  • Each Location has different availability for each day of the courses (Day 1/3, Day 2/3, etc.). You need to look in each location for the availability of the locations. One single location does not shows all availabilities in all locations. Only does for the choosen location.
  • If you are flexible with the locations and dates, you will find that you will start and finish your course or any other activity chosen in no time.


If you cannot find any availability at all in any dates or location, please contact us immediately.

 

Bookings In Row

  • For courses with 2 or 3 or more days, the booking does not need to be in a row. You can choose based on our 7 days a week, depending availability and according to your convenience. If however you prefer to make your reservations in row, we inform you that every month we offer this alternative in each location. Sometimes the days are placed in row during weekends and other during the weekdays, due to our operational programming in each location.
  • For dive trips you only need to book the first day and automatically the system will complete the following days.

What is “No Show”?

Unfortunately, if you do not attend an appointment chosen and booked by you, the system will automatically register you as a NO SHOW by default. Because of that, any other consecutive booking will be cancelled and you will need to rebook all over again.

To be able to book again you will have to pay a booking fee of $35 and it will be according to availability. Please note that in peak season and holiday periods, availabilities might be very difficult.

When can be CANCELLATIONS?

Cancellation by the customer:

You can only cancel any appointment through the system (NOT by phone or email) as long is out of the 72 hs prior to the appointment. Otherwise, your appointment will be labelled as “No Show”.

All other cancellations can be due to:

  • Bad Weather
  • Other reason compromising customer safety
  • Changes on a dive operation by operative reasons.
  • Unforeseen circumstances

Unfortunately if a cancellation notice is informed, please use the online booking system to book yourself on to the next available date convenient for you

Is All Dive Equipment included in the course?

All equipment hire is included during the length of the course. With TrueBlueDive, no hidden costs.

You will be required to provide during the course protection for your feet such as: dive boots, reef walkers or any other water shoe.

Please note that flip-flops or thongs are not recommended.

What do you need to bring on the first day?

On the first day of your appointment you will need to bring:

Moreover, as in the remaining days of your course should bring:

  • Pen and paper
  • A rush vest or an old t-shirt to wear underneath the wetsuit
  • Dive boots, reef walkers or any other water shoe are recommended (Flip flops or thongs are not recommended)
  • Swimwear
  • Towel
  • Solar protection (hat, sunscreen, etc.)
  • Plenty of water and something to snack
  • Some warm clothes

What do you need to bring on the second and third day of the course.

For the remaining days of your course should bring:

  • Pen and paper
  • A rush vest or an old t-shirt to wear underneath the wetsuit
  • Dive boots, reef walkers or any other water shoe are recommended (Flip flops or thongs are not recommended)
  • Swimwear
  • Towel
  • Solar protection (hat, sunscreen, etc.)
  • Plenty of water and something to snack
  • Some warm clothes

Weather Cancellations

The weather is an important factor that we must consider when diving. Scuba Diving is weather dependent, where factors such as winds, electric thunderstorms, underwater visibility, tides, currents, swells, high or rough seas, and temperature will all affect your diving experience.

Due to safety and liability reasons, TrueBlueDive reserves the right to cancel a dive based upon these factors. Ultimately, your safety must come first.

If a dive is cancelled by us due to the weather, please use the online Booking System to book yourself on to the next available date convenient for you.

Weather

Scuba Diving is WEATHER DEPENDENT and factors such as winds, thunderstorms, underwater visibility, tides, currents, swells, high or rough seas, temperature and above all, your comfort. As of any of these my put you in risk or make you uncomfortable, are sufficient reasons for us to consider a cancellation based on SAFETY and LIABILITY reasons.

In water we operate small numbers per instructor and we do give very special attention to the ones that have no experience at all in the ocean.

Sometimes weather conditions could seemed to be fine but we have the experience to make sure that above and underneath the ocean there will be no compromising situation that could put you in any risk.

We do have more than 23 years of experience conducting dive operations with an unblemished safety record in all of them, there is a reason why.

Advanced and experience divers have a lot more comprehension about this situation but beginner divers have absolutely no idea thinking that even if it is raining wouldn’t be a problem to jump in the water as they will get wet anyway. There is a bit of sense in that however, certain things need to be understood for a proper judgment:

  • Electric storm will definitely cancel any dive as there is a lot of metal components in the scuba system that can attract lightning and can even compromise divers close to the struck.
  • Rain when you are diving on a reef or offshore it doesn’t matter much but in shore diving when it rains for a few days, all the rubbish on land is washed off into the ocean causing poor visibility and therefore nil appreciation of marine life and underwater land scape in one side, and in the other lack of safety.
  • Winds: they cause waves and swells that affect and stir up the bottom as we get close to shores affecting visibility conditions and also creating danger not only on the choppy surface, but also for the entry and exit points into the ocean.

For some companies would be much better to get rid of the schedule dives regardless customer enjoyment and sometimes even safety, making sure to free a new spot ASAP to be replaced for a new one.

Because our number one priority is customer safety and enjoyment we recommend even if safety is not totally compromised, to reschedule if it is possible only for your own best enjoyment of the marine life and scenery during your dive; even if we have to compromise sometimes our business allowing vouchers extension and reschedules according to our CSR.

Swim Test

Regardless customer ideas that scuba diving is performed underwater, therefore there is no need to know how to swim or float, it is a big mistake. Customers need to a have a minimum Water Safety level to go underwater and confront any incident that may occur even including an accident on the instructor or dive master.

For all scuba diving activities and courses, including Introductory Dives, we conduct a Water Safety Test for all participants that include:

  • 300 meters swim non-stop at their own pace in any style and
  • 10 minutes treading water.

During the test the participant is NOT to wear wetsuit or snorkel equipment.

All WST are taken on the first day of the booked activity.

If the customer failed the WST, it will have to be repeated.  All further appointments cannot be carried on unless the WST is completed successfully.

If you have already booked the second and Third Day for a close date, please cancel reservations.

 

Failed Swim Test

If the customer failed the Water Safety Test, it will have to be repeated.  All further appointments cannot be carried on unless the WST is completed successfully

If you have already booked the second and third day for a close date, please cancel reservations.

Medical Requirements for Scuba Diving Courses

All participants must have a medical clearance in any Scuba Diving Course except for an Introductory Dive (that it is not a course).

By TrueBlueDive policy is not compulsory to provide a Australian Standards Dive Medical AS4005.1. (Dive Medical). However, is recommended that you should do it if you have any especially if you are under the age of 18 year or 45 years and over.

By TrueBlueDive policy it is compulsory to provide prior to start any course a Medical Certificate from any Medical Doctor stating that you are OK to participate in a Scuba Diving Course.

A “Medical Certificate” is just any doctor’s clearance stating that you are OK to participate in scuba diving and a “Dive Medical” is a complete (not compulsory) examination by a specialized scuba diving doctor to ensure that you have any contraindication that will prevent you from diving.

You will also be required to complete a Medical Declaration and Waiver Release form on the day.

Overseas visitors and short term students can provide a medical certificate from their country of origin as long as is valid.

More information

Which is the difference between a Medical Certificate vs. a Dive Medical?

A “Medical Certificate” is just any doctor’s clearance stating that you are OK to participate in scuba diving and a “Dive Medical” is a complete (not compulsory) examination by a specialized scuba diving doctor to ensure that you have any contraindication that will prevent you from diving.

Medical Problems?

You must provide a medical certificate from any medical practitioner or GP as some medical conditions may prevent you from diving, please check with your doctor if you have any concerns.

You will also be required to complete a Medical Declaration and Waiver Release form on the day.

It could be some medical conditions that might prevent you from diving (like asthma, cardiovascular problems, epilepsy, diabetes and ear traumas but could be others) therefore you will need to provide prior to start your dive, a medical certificate from your doctor or any other general practitioner allowing you to participate in diving.

For more info go to Medical Requirements for Scuba Diving Courses and Dives

For more information or if you need find a a specialized scuba diving Doctor please go to South Pacific Underwater Medicine Society.

How to redeem coupons or vouchers and book my services bought through the deal vouchers, group buyers or discount vouchers?

If you bought our services through any deal vouchers or group buyers your bookings are ONLY available through our on line self-process booking system.

Please follow these five steps to redeem your voucher properly.

STEP 1 – Proceed to our website in the “Bookings” section and read our TERMS & CONDITIONS.

STEP 2 – Press START in the bookings system page and REGISTER in the booking system, and verify your data.

STEP 3 – Choose the SERVICE according to your voucher title. Please, read your voucher.

STEP 4 – Choose the LOCATION.

STEP 5 – BOOK according to availability.

FINISHED – Once your booking is accepted, the system will automatically send you by your registered email a booking confirmation (please read the instructions on the email).

  • FOR COURSES: If the service for example that you are trying to book is “Open Water Course (OWD) 3 days”, once you finish booking Day 1, you will need to repeat STEPS 3, 4and 5 for the remaining days 2 and 3. Only applies for courses.
  • There is no need to try to book all dates/days at once just concentrate on your first day (day1) as automatically your voucher expiration will cease and change the expiration date for when you finish the course, failed or drop it. Then with more time and patience, you can continue to finalize the booking for the remaining dates/days.
  • There is no need to book all dates/days for a course on the same location.
  • Location and Dive Site may vary at the last minute due to weather conditions in order to avoid possible cancellation.
  • Booking times and start up times may vary according to the “tides factor and water conditions”.

 

  • FOR OVERNIGHT DIVES: If you have a dive trip involving overnight, you only need to book for the first day (Day1)

How to book my services bought through the TrueBlueDive e-Shop?

If you bought the service through our e-Shop please verify the email that was to you after you completed the transaction in which we did assign to you a special code and conditions for the booking process.

How make bookings for groups of persons who wish to dive together?

If your group is up to three persons must make reservations for yourself in the Booking System.

Groups of four or more persons who wish to dive together, after having made their individual register in the Booking System, may ask our Customer Support (bookings@truebluedive.com) assigned to them a date for their dive.
Please note that each individual from the group must be registered in our booking system in order to allow our Customer Support Team to proceed with the group booking.
We do not guarantee the reservation for large groups on the same date, location or during peak dates (weekends or holidays)

We aim to respond to emails within five (5) working days.

Booking Availability

We dive seven days a week, throughout the year, except public holidays and the period between Christmas and New Year.

Bookings are available 7 days a week on 5 different locations, however all are subject to availability due to the time of the year (peak or low season) and weather conditions.

Once you have registered in the Booking System you can easily select the service you bought, choose the desired location and dates do you prefer within which are available for that particular service and location. You can freely make your reservation 24/7 on a first come, first served basis.

Each Location has different availability for each day of the courses (Day 1/3, Day 2/3, etc.). You need to look in each location for the availability of the locations. One single location does not shows all availabilities in all locations. Only does for the choosen location.

Please note that: If you bought the service through our e-Shop please verify the email that was to you after you completed the transaction in which we did assign to you a special code and conditions for the booking process.

  • There are certain locations and dates in very high demand depending on the time of the year (peak season or holiday period). It is comparable with trying to book a plane ticket in Christmas Season.
  • If you are flexible with the locations and dates, you will find that you will start and finish your course or any other activity chosen in no time.

Once you have your date confirmed by the system, you will be contacted again ONLY within 24 hs prior to your dive where we will inform you via your registered email: exact time of start and location point.

After the reservation is made, you can freely cancel or change your reservation up to 72 hours before the date chosen. Within 72 hours prior to the date originally booked, the Booking System will not let you cancel it. The customer absence will be considered NO SHOW.

Unfortunately, if you do not attend an appointment chosen and booked by you, the system will automatically register you as a NO SHOW by default. Because of that, any other consecutive booking will be cancelled and you will need to rebook all over again.

To be able to book again you will have to pay a booking fee of $35 and it will be according to availability. Please note that in peak season and holiday periods, availabilities might be very difficult.

Do not wait to the LAST minute. Book early to avoid disapointments.

 

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TrueBlueDive Customer Helpline

Sydney Harbour WebCam, New South Wales, Australia

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