Extenuating Circumstances Policy
1. Introduction
The Extenuating Circumstances Policy at Surfara provides guidelines for handling cancellations, changes, and refunds for bookings affected by unforeseen circumstances beyond the control of hosts or guests.
2. Scope and Applicability
Applicability: This policy applies to all bookings made through Surfara and is intended to protect both guests and hosts when unforeseen events significantly disrupt their planned activities.
Circumstances Covered: The policy covers serious illness or injury, death in the family, natural disasters affecting the destination, travel restrictions imposed after booking, and other significant events like jury duty or military deployment.
3. Eligibility for Claim
Documentation Required: Guests or hosts claiming disruption due to extenuating circumstances must provide evidence such as medical reports, death certificates, court orders, or government notifications to support their claims.
Notification Requirement: The affected party must notify Surfara and the other party through the platform as soon as they become aware of the circumstance affecting their booking.
4. Cancellations and Refunds
Flexible Cancellations: In the event of an approved extenuating circumstance, Surfara will allow guests to cancel bookings without any penalties, offering a full refund including any service fees.
Host Protection: Hosts affected by extenuating circumstances can cancel bookings without penalties. Surfara will assist in communicating with guests to explain the situation and help with rebooking efforts.
5. Rescheduling Options
Encouragement to Reschedule: Whenever possible, Surfara encourages guests and hosts to reschedule their bookings rather than cancel. Surfara will facilitate this process by waiving any rescheduling fees.
Assistance in Rebooking: For guests who wish to reschedule, Surfara will assist in finding new dates or similar experiences available from the same host or in the same region.
6. Support and Assistance
Dedicated Support: Guests and hosts can access support from Surfara’s customer service team to handle issues related to extenuating circumstances. This includes help with processing documentation, handling refunds, and managing communications.
Continuous Communication: Surfara commits to keeping all parties informed throughout the process, ensuring transparency and understanding.
7. Limitations and Exclusions
Non-Qualifying Events: Events that can be planned or foreseen, such as pre-existing conditions known to the user at the time of booking, are not covered under this policy.
Policy Abuse: Abuse of the Extenuating Circumstances Policy, such as making false claims or repeatedly using the policy without valid reasons, may result in the suspension or termination of the user’s account.
8. Review and Amendments
Periodic Review: This policy will be reviewed periodically to ensure its effectiveness and relevance based on user feedback and changes in global travel norms.
Amendments: Surfara reserves the right to amend this policy at any time. Changes will be communicated to all users through the platform’s notification system.
9. Contact Information
Questions and Claims: For questions about this policy or to submit documentation for a claim, please contact Surfara’s customer support team at support@surfara.com or through the contact form available on our website.