CANCELLATION POLICY

ONLINE RESERVATIONS

The cancellation of a reservation implies a management fee of 20% of the total amount of the reservation. This expense will not be reimbursable in any case. If the cancellation is made at least 15 days in advance, Ocean Side Travel, S.L. will deliver a nominative voucher for 20% of the total amount that can be used for a period of 12 months from the date of commencement of services contracted.

UNDER NO CIRCUMSTANCES WILL THE AMOUNT PAID BE REFUNDED!

RESCHEDULE OF A BOOKED ACTIVITY

The client will be able to modify the date and/or time of a reserved class if he/she informs Ocean Side Travel, S.L. booking department at least 24 hours in advance. In the event that rescheduling is not possible, Ocean Side Travel, S.L. will give the customer a nominative voucher for the value of the days of activity not enjoyed. This voucher will be valid for 12 months from the date of issue.

UNDER NO CIRCUMSTANCES WILL THE AMOUNT PAID BE REFUNDED!

CANCELLATION OF A BOOKED ACTIVITY

Ocean Side Travel, S.L. will issue a nominative voucher for the value of the activities not enjoyed (valid for 12 months from the date of issue) in the following cases:

• If the client cancels the reservation more than 24 hours in advance.
• If the activity is cancelled due to adverse weather conditions (due to lack of waves or weather alerts issued by local agencies), as well as any other unforeseeable circumstances beyond the control of Ocean Side Travel, S.L.

In none of the following cases the client will have any type of compensation:

• If the client cancels a class less than 24 hours in advance, except if the cancellation is due to injury or illness. In this case (the client must submit a medical report) the company will deliver a nominative voucher for the value of the days of course not enjoyed. This voucher will be valid for 12 months from the date of issue.
• If the client does not show up for class.
• If the client shows up for class 20 minutes after the class has started.
• If the client comes to class with clear symptoms of being under the influence of alcohol and/or drugs.

UNDER NO CIRCUMSTANCES WILL THE AMOUNT PAID BE REFUNDED!

CANCELLATION OF A BOOKED ACCOMMODATION

The cancellation of a reservation implies a fee of 100% of the total amount of the reservation.

UNDER NO CIRCUMSTANCES WILL THE AMOUNT PAID BE REFUNDED!

CANCELLATION BY COVID-19

If a client cannot travel or perform a contracted activity because:

• Their country of origin prohibits travel outside its borders. (With official government declaration)
• The Government of Spain prohibits certain nationalities from entering Spanish territory. (with official declaration from the Government)
• It is positive in Covid-19. (Presentation of medical evidence)
• You are required to carry out quarantine (Presentation of proof)

Then:

• No cancellation fees will be applied and a change of date or the delivery of a voucher for the amount paid will be allowed with a validity of 12 months.
• This period will be taken as the beginning of the original date of entry of the customer or the day of commencement of the activity.

UNDER NO CIRCUMSTANCES WILL THE AMOUNT PAID BE REFUNDED!

RECLAMATIONS

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