Major Disruptive Events Policy
1. Introduction
This Major Disruptive Events Policy outlines the procedures and guidelines Surfara follows in the event of major disruptive events that significantly impact our services, such as natural disasters, pandemics, political unrest, or other unforeseen significant events.
2. Scope and Applicability
Applicability: This policy applies to all Surfara users, including guests and hosts, and covers bookings for surf experiences and equipment rentals.
Events Covered: The policy is triggered by events that are uncontrollable and affect a large geographic area or the entire service platform.
3. Event Classification
Major Disruptive Events: Events classified under this policy include, but are not limited to, natural disasters (hurricanes, earthquakes, floods), pandemics, political unrest, terrorism, and significant infrastructure failures.
Notification: Surfara will classify an event as a major disruptive event at its discretion, based on available information from reliable sources, including government reports and global news.
4. Guest and Host Protections
Cancellations: In the event of a major disruptive event, Surfara will allow guests and hosts to cancel bookings without any penalties. This includes full refunds to guests, regardless of the previously stated cancellation policy.
Communication: Surfara will notify affected users via email, SMS, or direct notifications on the platform with information about the event and details on how to cancel or reschedule bookings.
Support: Dedicated support will be available to assist with rebooking, refunds, and answering any questions related to the disruptive event.
5. Financial Implications
Refunds: Full refunds will be issued for any bookings canceled due to classified major disruptive events. This includes service fees charged by Surfara.
Host Payouts: Hosts will not receive payouts for bookings that are canceled due to major disruptive events. Surfara will consider providing financial assistance or support programs for hosts significantly impacted by these events, based on available resources.
6. Recovery and Resumption of Services
Monitoring and Assessment: Surfara will continuously monitor the situation and provide updates regarding service resumption.
Gradual Resumption: Services will be resumed gradually based on the severity of the event and recovery progress. Priority will be given to ensuring the safety and compliance of all operations.
7. Policy Amendments
Dynamic Adjustments: This policy may be amended or updated in response to new information or changing circumstances surrounding a major event. Users will be notified of any significant changes to the policy.
Transparency: All amendments will be communicated transparently to ensure users are well informed about the terms that apply to their bookings.
8. Contact and Support
Contact Information: For any inquiries or immediate assistance related to major disruptive events, users can contact Surfara's dedicated support team via email at support@surfara.com or through the customer service hotline provided on the platform.