TERMS & CONDITIONS
TERMS & CONDITIONS
1. GENERAL
These are the Booking Conditions applicable to holidays booked with Solid Surf House® (trading name) and should therefore be read carefully. Should any part of these conditions become invalid or unenforceable this will not affect the validity of the remainder of these conditions. We work closely together with legal advisors in the Netherlands, UK and Germany to resolve unforeseen legal matters of any kind quickly. We keep the right to include our laywers in CC.
2. HOLIDAY CONTRACT
Your contract is with Solid Surf House® which is registered locally in the country of operations under: Portugal is with Solid Holiday Services Ltd. registered in Gibraltar, Morocco (275Ltd.Sarl) – Sri Lanka (Solid Surf House Lanka (private) Ltd.) – Indonesia (Rumah Ombak Bagus PT/PMA) hereafter referred to as Solid Surf House. The person signing the booking form must read and accept these Booking Conditions by clicking accept. In the case of a group booking the group leader or « lead name » must have the authority to sign on behalf of everyone in the group. The lead name will be responsible for the full cost of the holiday including insurance premiums, cancellations, and amendment charges. No booking contract exists between Solid Surf House® and the client until the booking form has been received by Solid Surf House and Solid Surf House has confirmed the booking by email or by sending the invoice. Once the confirmation is sent out there is a contract and payment obligation, starting with deposit or full payment (see prices) and cancellation policy will apply as of immediate effect. Without a cancellation from the clients side the terms and conditions will stay in effect. We reserve the right to refuse to accept bookings at our absolute discretion without stating the reason for doing so. Please inform us immediately if there are any discrepancies in the costs or details of your booking.
General: Solid Surf House holidays start and finish exactly on what is stated on your invoice or booking confirmation. We are not responsible for travel to or from this point or for any expenses, including travel accommodation, subsistence, and loss of earnings, caused by declined visas, delayed visas, delayed flights, health issues, delayed return to your departure point, howsoever caused that Solid Surf House has an active part in.
3. PRICES
All prices are in Euros and per person per week, unless otherwise stated. Upon making your booking the price of your holiday will not normally be subject to change, however we reserve the right to increase or decrease prices due to variations in service charges, offers, insurance/security levels or exchange rates. Once a booking has been made discounts cannot be applied retrospectively.
A deposit of 50% is required at the time of booking within 2 days, unless agreed differently. Once the confirmation has been dispatched, the deposit is non refundable. The final balance is due 6 weeks before the ARRIVAL date. If the final payment has not been received by this date we reserve the right to take another booking if the opportunity arises with no option for a refund of what has already been paid. Please note the final balance will still be due and payment obligation still exists according our cancellation policy if no other booking has replaced the original booking. Should the booking be made within 4 weeks of the arrival date the full amount is required immediately, within 24hrs.
4. DISCOUNTS – OFFERS & VOUCHERS
Discount vouchers supplied by us are only valid for the shared rooms. The vouchers don`t apply on already made discounts/ offers. Add-on`s like: BBQ – Excursions – Insurances are excluded for discounts. Discount applies for a maximum of one booking and one week only, any extra days are charged according to the price at that moment. The vouchers are valid in the time frame that is stated on the voucher and when the booked holiday is within these dates, booked & paid. Discount bookings are non-refundable. Note that the vouchers without end date are valid automatically for 1 year from the date it is issued on the voucher, unless agreed otherwise. Vouchers are not exchangeable between locations unless agreed otherwise.
5. RE-SALES
Solid Surf House will not accept bookings that are meant for re-selling with lower or larger profits then what we offer on our website. If any of these bookings occur without giving us notice or our written approval we are able to cancel the booking at anytime and claim full compensation of the booking with the value of what has been booked with us according to our website prices. Similar bookings forthcoming out of one of our agency’s are subject to this policy. Re-sales are restricted to our own appointed agencies that we have selected.
6. AGENCIES
A travel ageny that is representing Solid Holiday Services Ltd. is obligated to maintain the same prices as we are offering on our website, unless agreed differently by contract. We can not be hold responsible for over-charging in anyway by a third party.
Once a booking has been confirmed by the guest through the website of Solid Surf House®, it is not possible to transfer this booking over to a agency – even if they under offer the price compared to our website. In such case Solid Surf House® keeps the right to reject the new booking of the third party at anytime.
Agencies are prohibited to under offer our prices, undercut potential guest, that we maintain on our website and we have the right to cancel these bookings at any time.
7. PAYMENT
The following payment terms are applying when a booking is made.
7.1 A booking made over 6 weeks before the arrival date a minimum of 50% (Portugal 20%) of the total amount has to be paid within 2 days after we send the confirmation & invoice. A booking made within 6 weeks before arrival date, 100% payment has to be paid and completed within 1 days. Once the confirmation on our side has been dispatched, the deposit is non refundable.
7.2. A booking made between 0 to 6 weeks before the arrival date, a minimum of 100% of the total amount has to be paid within 1 days (24hrs) after we send the confirmation & invoice.
7.3 There is a 24hr FREE cancellation option for every booking.
If the deposit or final payment has not been received by this within our set time frames we reserve the right to take another booking if the opportunity arises, with no option for a refund of what is already has been paid.
Not paying does not mean the booking automatically has been cancelled as we maintain a certain reasonably flexibility for guest to make a transfer and for the bank transfers to come through. This is a matter of trust we put into our guests that we will not receive fake bookings but only receive bookings with the intention to really book with Solid Surf House.
Please note the final balance will still be due and payment obligation still exists according our cancellation policy if we have no other booking that has replaced the original booking.
7.4 If there are any questions, problems or other issues with making the payment please inform us immediately. We offer normal bank transfer as a payment method, credit card payments can be made through Wise (aka Transferwise). The guest personal preferred payment methods are not accepted or will be accepted as payment method other then the method we suggest.
7.5 Invoices and outstanding payments from all our locations are collected by our invoice company registered in the Gibraltar or Hong Kong, either on our N26 business account, WISE, NEAT, STRIPE, CHARTERED BANK or OCBC account. Do not transfer any money to any other account other than we have mentioned here. Or pay through our merchant STRIPE using creditcard, IDEAL, SOFORT etc if available for your location. You can not claim any rights to the payment methods we mentioned.
8. CANCELLATION OF A HOLIDAY BY SOLID SURF HOUSE GUESTS
If you are obliged to cancel your booking you should write to Solid Surf House immediately. Free cancellation is applicable within 24 hours after we received the booking form with exception of bookings made within 14 days before arrival dates. Bookings within 14 days before arrival date can not be cancelled and require 100% compensation.
After 24 Hours the following sliding scale determines the fee to reschedule your holiday:
8.1 SOLID SURF & YOGA HOUSE (surfcamp & surf retreat)
– Cancellation over 6 weeks before arrival date – possible to reschedule your holiday for a 150,- euro fee per person. In that way your holiday is not completely lost.
– Cancellation 4 – 6 weeks before arrival date – possible to reschedule your holiday for a 200,- fee per person. In that way your holiday is not completely lost.
– Cancellation under 4 weeks before arrival date – loss of 100% of holiday cost. No reschedule possible.
8.2 SURF ACADEMY
– Cancellation over 12 weeks before arrival date – possible to reschedule Surf Academy Course for a 450,- euro fee per person. In that way your holiday is not completely lost.
– Cancellation 8 weeks before arrival date – possible to reschedule Surf Academy Course for a 550,- fee per person. In that way your holiday is not completely lost.
– Cancellation under 4 weeks before arrival date – loss of 100% of holiday cost. No reschedule possible.
8.3 REFUNDING & RESCHEDULING
Solid Surf House is not able to give any refunds. Every guest is responsible for their own travel & cancellation insurances in case of loss of the holiday costs. A travel- and cancellation insurance is fully the guests responsibility.
If payment is left out we will pursuit with our international deb-collecting agency to honor the contract and agreement. All forth-coming costs are forwarded and will be calculated accordingly.
9. CANCELLATION BY SOLID SURF HOUSE
Solid Surf House reserves the right to cancel or change your holiday in case of unforeseen circumstances.
In circumstances where we are unable to provide the holiday you have booked (it is unlikely that we will have to make any changes to your holiday) we will offer you the chance to re-schedule your holiday only for reasons as ‘force majeure’ which include war, political unrest, pandemics, strikes, acts of God, epidemics, natural and technical disaster, closure of ports and aircraft but also closed beaches.
9.1 COVID / PANDEMICS / WAR
This applies when bookings are made during a ongoing war or pandemic, when there is already awareness of the war or pandemic situation.
We only offer a war or pandemic related voucher that is valid for a maximum of 2 years. Non pandemic provided vouchers are valid for 1 year.
We only provide reschedule/vouchers in case that we have to cancel or postpone the holiday due to circumstances we consider ‘force majeur’ such as closed borders that prevents guests of entering the country of destination, closing of the surf house, anything that makes it impossible to receive our guest and to operate.
All other reasons that are not happening on our side are not open for reschedules, especially when the borders are open for tourism. We expect that the traveller has the proper insurances prepared and arranged when travelling during a war or pandemic which will cover them against unforeseen circumstances on their side: such as cancelled flights, testing positive etc.
Cancellation of direct flights with the option of arranging flights through transits with open borders of the holiday destination is not eligible for refunds or reschedule / vouchers. Since it is not impossible to reach the destination.
In case of other government irregularities as during a war or pandemic where governments can decide locally to put lockdowns, evening curfews, close down beaches for undetermined time, Solid Surf House will not refund or offer any reschedules, when the traveller has already arrived on destination. The traveller takes part in the risk of travelling during a war or pandemic with all possible forthcoming consequences, risks and regulations.
A traveller should insure themselves at all times for travelling during a war or pandemic and have the proper insurances arranged prior to booking a holiday. This to protect themselves for any unforeseen circumstances.
A traveller should be aware that he or she participates in the financial risk that travelling during a war or pandemic will bring with it.
10. PORTUGAL, MAROCCO, MALDIVES, MENTAWAI, BALI & SRI LANKA COMPANY
The surfschool and accommodations in Marokko and Bali are independent companies and locally registered. The local companies are registered in Marokko (275 Ltd.Sarl) and Indonesia Bali (Rumah Ombak Bagus.PT/PMA), Sri Lanka (Solid Surf House Lanka Private LTD.) and function as a independent company with different owners that work under the license of Solid Surf House®. Portugal, Maldives, Mentawai are under license of Solid Holiday Service LTD.
11. SURF GUIDING
The surf guides are not qualified instructors. They will take you to surf spots and suggest where to surf but are not in any way responsible for clients safety or for injury or death whilst surfing. Our head surf teachers are qualified instructors licensed by the ISA and own the level 1 or level 2 certificates in combination with a life saving license. Note: our surf instructors are not qualified lifeguards.
12. LIABILITY & COMPLAINTS
Liability: Solid Surf House. accepts responsibility for ensuring the holiday you book with us is as described in the brochure and the services offered reach a reasonable standard.
If any part is not provided as promised, we will pay you the appropriate compensation if it has affected your enjoyment of the holiday.
Complaints: If you wish to make a complaint or claim whilst on holiday you must report it to the relevant supplier of the problem in question and to our Solid Surf House representatives, thereby giving them the opportunity to remedy the problem. We cannot accept any liability whatsoever if we are not informed immediately, of any problem during your stay. Complaints not resolved completely in resort should be made in writing within 28 days of the end of the holiday. We will not accept liability for claims that have not been reported during the holiday and if not resolved within the resort a written complaints received after this period.
We work closely together with legal advisors in the Netherlands, UK, Germany, Sri Lanka, Morocco & Indonesia to resolve business, dispute, complaint and legal matters of any kind quickly. In exceptional cases we keep the right to include our attorneys in cc of any email exchange of Visa procedures, booking disputes, complaints or business consultancy if necessary.
13. HOLIDAY TERMINATION & INDEMNITY
While staying with Solid Surf House, clients are expected to behave in an orderly and acceptable manner and are expected to accept responsibility for the conduct of themselves and their party. Should their behavior threaten the condition of the accommodation or vehicles or seriously impair the enjoyment of other guests, Solid Surf House. reserves the right to refuse to further accommodate the guilty party and contractual obligations will be terminated. The guilty party will be liable for the cost of any damage caused.
14. INSURANCE
Everyone booking a holiday with Solid Surf House must have full travel insurance & cancellation insurance. Solid Surf House accepts no responsibility for loss theft or damage to persons or property during their stay.
We will not issue any refunds that are caused due to delay, visa refusal, entry refusal, flight cancellations, war, acts of God, injuries or death of 2nd or 3rd degree family, relatives, friends, any other reason that Solid Surf House has no part in. In some cases we could offer a reschedule under certain conditions. We expect however that our guest have the proper cancellation insurances in place to protect them from events Solid Surf House has no cause and part in.
15. TRANSFERS & EXCURSIONS
Any of our pre-booked or included transfers are only valid if they are coming to a Solid Surf House or going from a Solid Surf House on the same day as the arrival day or departure day in Solid Surf House.
Our in advanced booked and paid excursions are non-refundable. Excursions are only subject to refund when Solid Surf House is not able to organize it due to unexpected circumstances or when the required minimum amount of participants is not reached. Solid Surf House decides if an excursion can take place or not.
Airport transfers: It may sometimes be necessary to combine, on certain transfers, customers arriving or departing on more than one flight, which may require additional waiting time (approx. 1hr) at your airport or accommodation. Sometimes our airport transfers are contracted to a local agency. Please note departure times are approx 3 / 5 hrs prior to your flight departure from your accommodation, depending on where you are. Not all airport transfers are included so check the package per destination carefully.
