Whenever a reservation is cancelled by the client a 20% of the total amount of the booked services will be retained. Should the cancellation take place within 15 days in advance, Ocean Side Travel S.L. will issue a voucher* of the 20% mentioned above, which may be cashed within a year valid from the beginning of the booked services.
(*) voucher issued by name, not transferable.
The booked service fee will not be reimbursed in any the following cases:
If the cancellation takes place less than 24hrs in advance
If the customers appear to be under the influence of drugs or alcohol
If the cancellation takes place more than 24hrs in advance, you will still be charged a 20% of expense.
If the client cancels due to injury or illness, the company will issue a voucher for the value of the days of the course not enjoyed. This voucher will be valid for 12 months from the date of issue.
If the client shows up 20 minutes after the class has started, he/she will not be able to join the class.
If the activity is cancelled due to adverse weather conditions (due to lack of waves or due to weather warnings issued by local authorities), as well as any other unforeseeable circumstance beyond the control of Ocean Side Travel, S.L., a voucher will be issued for the value of the days of the course not taken. This coupon will be valid for 12 months from the date of issue.
Ocean Side Travel, S.L. has complaint forms in 47th Numancia street, Las Palmas de Gran Canaria, monday to friday from 10:00 to 13:30 hours and from 16:30 to 20:00 hours and Saturdays from 10:30 to 14:00 hours and from 16:30 to 20:00 hours.
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 firstname.lastname@example.org 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