CANCELLATION POLICY

CANCELLATION OF A COMBINED PACKAGE RESERVATION (ACCOMMODATION PLUS SURF COURSE)

Cancellation of a reservation incurs a management fee of 30% of the total amount of the reservation. This fee will not be refundable under any circumstances. If the cancellation is made at least 15 days in advance, Ocean Side Travel, S.L. will provide the customer with a nominative voucher worth 30% of the total amount, which can be used for a period of 12 months from the start date of the contracted services.

UNDER NO CIRCUMSTANCES WILL THE AMOUNT PAID BE REFUNDED!

CANCELLATION OF A SURF OR STAND UP PADDLE ACTIVITIES RESERVATION

Ocean Side Travel, S.L. will issue a nominative voucher with a validity of 12 months from the date of issue for the unused activities in the following cases:

• If the customer cancels the reservation with more than 24 hours' notice.
• If the activity is cancelled due to adverse weather conditions (due to lack of waves or due to meteorological alerts issued by local organizations), as well as any other unforeseeable circumstance beyond the control of Ocean Side Travel, S.L.

In none of the following cases will the customer be entitled to any compensation:

• If the customer cancels a class with less than 24 hours' notice, except if cancelled due to injury or illness (the customer must present a medical certificate). In this case, the company will provide a nominative voucher for the days of the course not enjoyed. This coupon will be valid for 12 months from the date of issue.
• If the customer does not attend the class.
• If the customer arrives for class 10 minutes after it has started.
• If the customer arrives for class showing clear signs of being under the influence of alcohol and/or drugs.

UNDER NO CIRCUMSTANCES WILL THE AMOUNT PAID BE REFUNDED!

MODIFICATION OF AN SURF OR STAND UP PADDLE ACTIVITIES RESERVATION

The customer may modify the date and/or time of a reserved class if they inform the reservations department of Ocean Side Travel, S.L. at least 24 hours in advance. In the event that rescheduling is not possible, Ocean Side Travel, S.L. will provide the customer with a nominative voucher for the unused activity days. This voucher will be valid for 12 months from the date of issue.

UNDER NO CIRCUMSTANCES WILL THE AMOUNT PAID BE REFUNDED!

CANCELLATION OF AN ACCOMMODATION RESERVATION

Cancellation of a reservation incurs a management fee of 100% of the total amount of the reservation.

UNDER NO CIRCUMSTANCES WILL THE AMOUNT PAID BE REIMBURSED!

CANCELLATION OF A SURF OR STAND UP PADDLE EQUIPMENT RENTAL RESERVATION

Ocean Side Travel, S.L. will issue a nominative voucher with a validity of 12 months from the date of issue for the rental amount in the following cases:

• If the customer cancels the reservation with more than 24 hours' notice.

In none of the following cases will the customer be entitled to any compensation:

• If the customer cancels a rental with less than 24 hours' notice.
• If the customer returns the equipment to the school before their reservation ends.

UNDER NO CIRCUMSTANCES WILL THE AMOUNT PAID BE REFUNDED!

COMPLAINTS

Ocean Side Travel, S.L. has complaint forms in 47th Numancia street, Las Palmas de Gran Canaria, Monday to Saturday from 10:00 am to 6:00 pm.

The complaint forms shall conform to the model approved by the Ministry responsible for tourism and shall consist of a unitary set of forms, consisting of an original white sheet and three copies of pink, green and blue.

Ocean Side Travel, S.L. will deliver to its customers complaints sheets when they request them, fill in the entire data box to be filled in by the company and provide explanations and data necessary for proper completion. The claimant must keep the green copy for the record and send the original (white copy) to the Ministry responsible for tourism. The claimant may attach to the original copy such evidence or documents as he deems necessary. In case of claims on prices will be mandatory presentation of the invoice.

Within one month from the date of the claim, Ocean Side Travel, S.L. will send the copy of blue color to the Ministry competent in matter of tourism conserving the pink copy.

If you want to file online a complaint please send us an email to net@oceansidesurf.es with your personal data indicating the reason for the claim. If you request it we will send you, by ordinary mail, a complaint form.

The European Commission makes available to consumers residing in the European Union a web page where complaints regarding their online purchases can be processed. http://ec.europa.eu/odr

GIFT VOUCHER CONDITIONS

Gift vouchers are personal and non-transferable and have an expiry date of 1 year from the date of purchase.

SURF BONUS CONDITIONS

https://www.oceansidegrancanaria.com/activities/surf-bonus

• The BONUS consists of 5 classes of initiation to surf of 2 hours.
• The bonus is personal and non-transferable.
• The student must inform us, at least 24 hours in advance, of their intention to attend a class.
• The confirmation of the desired date and time will depend on the availability of free spots.
• Once a class has been scheduled, no changes of date or time will be accepted.
• If the student does not attend a scheduled class this will be considered as a class taught.
• Under no circumstances will the total or partial amount be refunded.
• Minimum age for group classes with adults: 10 years
• Classes will always be held at Las Canteras Beach (Cicer's sports area).
• Classes will always be in groups of a maximum of 8 students per instructor.
• Classes will be given by qualified instructors.
• It includes necessary surf material: board, neoprene (Quiksilver or Roxy), school lycra, fins, boots...
• It includes the use of facilities: changing rooms, toilets, showers, lockers,...
• Includes civil liability and accident insurance.