How cancellations work
Cancellation policy overview
At Surfara, we understand that both surfing conditions and personal plans can change. Our cancellation policy is designed to be flexible for both users and businesses:
- Users: If a business needs to cancel a booking, the user will receive a full refund. Additionally, businesses are encouraged to offer free cancellation up to one business day before the booking period. Users can cancel within this period to receive a full refund.
- Businesses: Businesses can cancel bookings and are advised to arrange an alternative date and time where possible, especially in cases of bad weather or other unforeseen circumstances affecting the scheduled service.
Process for cancelling a booking
- Users: To cancel a booking, users can simply use the link provided in their booking confirmation email.
- Business: Similar to users, businesses can cancel through their booking confirmation email. If a cancellation occurs before or during an experience due to safety concerns or bad weather, users will receive a full refund and an option to rebook if desired.
Refunds
- Refunds are processed automatically upon cancellation and there are no non-refundable fees involved.
- It typically takes between 1-3 working days for refunds to be processed and returned to the user's account.
Extenuating circumstances
- Users facing extenuating circumstances can cancel their booking by selecting "I have an extenuating circumstance" during the cancellation process.
- Relevant documentation must be provided as proof of the claimed circumstance.
- Claims should be submitted to Surfara within 14 days of cancellation by contacting our support team, who will guide the user through the necessary steps, including documentation submission and review.
Contact information
For further assistance or questions about cancellations, users and businesses can reach out to our support team at support@surfara.com.