Whenever a reservation is cancelled by the client, a 20% of the total amount of the booked services will be retained. Should the cancellation take place within 15 days in advance, Ocean Side Travel S.L. will issue a voucher* (of the 20% mentioned above), which may be cashed within a year (valid from the beginning of the booked services).
(*) voucher issued by name, not transferable.
The booked service fee will not be reimbursed in the following cases:
- If the cancellation takes place less than 24hrs in advance
- If the customers appear to be under the influence of drugs or alcohol
- If a customer needs to cancel due to injury or illness, the Surf School will issue a voucher for the sum of the surf lessons missed. This voucher is valid for 12 months from the date of issue.
- If the cancellation takes place more than 24hrs in advance, you will still be charged a 20% of expense.
Ocean Side Travel, S.L. has complaint forms in 47th Numancia street, Las Palmas de Gran Canaria, monday to friday from 10:00 to 13:30 hours and from 16:30 to 20:00 hours and Saturdays from 10:30 to 14:00 hours and from 16:30 to 20:00 hours.
The complaint forms shall conform to the model approved by the Ministry responsible for tourism and shall consist of a unitary set of forms, consisting of an original white sheet and three copies of pink, green and blue.
Ocean Side Travel, S.L. will deliver to its customers complaints sheets when they request them, fill in the entire data box to be filled in by the company and provide explanations and data necessary for proper completion. The claimant must keep the green copy for the record and send the original (white copy) to the Ministry responsible for tourism. The claimant may attach to the original copy such evidence or documents as he deems necessary. In case of claims on prices will be mandatory presentation of the invoice.
Within one month from the date of the claim, Ocean Side Travel, S.L. will send the copy of blue color to the Ministry competent in matter of tourism conserving the pink copy.
If you want to file online a complaint please send us an email to firstname.lastname@example.org with your personal data indicating the reason for the claim. If you request it we will send you, by ordinary mail, a complaint form.
The European Commission makes available to consumers residing in the European Union a web page where complaints regarding their online purchases can be processed. http://ec.europa.eu/odr