Experiences Guest Refund Policy

1. Introduction

The Experiences Guest Refund Policy at Surfara outlines the conditions under which guests can expect refunds for experiences booked and not executed as advertised or due to unforeseen issues impacting the quality or accessibility of the experience.

2. Scope and Applicability

This policy applies to all experiences booked through Surfara. Refunds may be provided under this policy due to issues directly related to the experience itself, the host's actions, or other extenuating circumstances as outlined below.

3. Refund Conditions

Not as Described: If the experience is significantly different from the description on the Surfara platform (e.g., the main features advertised are not provided), guests may qualify for a partial or full refund.

Host Cancellation: If a host cancels a booking before the start date, guests will automatically receive a full refund.

Guest Unable to Access Experience: If a guest is unable to access the experience due to the failure of the host to provide necessary instructions, support, or prerequisites mentioned in the experience description.

4. Process for Requesting Refunds

Notification Requirement: Guests must notify Surfara and the host within 24 hours of the experience start time if any issues arise.

Documentation: Guests are required to provide evidence (e.g., photos, videos, correspondence with the host) that supports the claim for a refund.

Review Process: Surfara will review the claim, and if found valid, process the refund accordingly.

5. Refund Amounts

Full Refunds: Full refunds will be issued if the primary elements of the experience are not provided or in cases of host cancellations.

Partial Refunds: Partial refunds may be provided in cases where parts of the experience were delivered but did not meet the expectations set out in the description.

6. Resolution Timeline

Processing Time: Refund claims will be processed within 7 business days from the date of submission.

Refund Method: Refunds will be returned via the original payment method used during booking.

7. Dispute Resolution

Mediation: In cases where the host disputes the guest's claims, Surfara will mediate to find a resolution based on the evidence provided.

Final Decision: Decisions made by Surfara on refund claims will be considered final, subject to review only if new evidence is presented.

8. Policy Updates

This policy will be updated periodically to reflect new legal requirements, market conditions, or feedback from users. Changes will be communicated to users through the platform’s notification system or via email.

9. Contact Information

For further inquiries or to request a refund, please contact Surfara's customer service at support@surfara.com.

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