Refund Policy

Overview

At SurfMonkeyz, we strive to provide exceptional kitesurfing and wingfoiling experiences. We understand that sometimes circumstances may require cancellations or changes to your booking. This refund policy outlines our terms and conditions for refunds, cancellations, and rescheduling.

Cancellation Policy

We understand that plans can change, and we aim to be as flexible as possible while ensuring the sustainability of our business. Our cancellation policy is designed to be fair to both our customers and our operations.

30+ Days Before Arrival

Cancellations made 30 days or more before your scheduled arrival date will receive a 70% refund of the total booking amount.

70% refund

15-29 Days Before Arrival

Cancellations made between 15-29 days before your scheduled arrival date will receive a 50% refund of the total booking amount.

50% refund

3-14 Days Before Arrival

Cancellations made between 3-14 days before your scheduled arrival date will receive a 20% refund of the total booking amount.

20% refund

Less Than 3 Days Before Arrival

Cancellations made less than 3 days before your scheduled arrival date are not eligible for a refund.

No refund

Weather-Related Cancellations

Your safety is our top priority. If weather conditions are unsuitable for kitesurfing or wingfoiling, we will:

Reschedule your session to another suitable time during your stay

Provide a credit for future sessions (valid for 12 months)

Offer a partial refund if we cannot provide the minimum required hours

Provide alternative activities or theory-based training

Weather-related cancellations are determined by our certified instructors based on safety standards and local conditions.

Rescheduling Policy

We understand that flexibility is important for our customers. Our rescheduling policy allows for changes to your booking under certain conditions.

Rescheduling requests must be made at least 7 days before your scheduled session

Rescheduling is subject to availability and instructor availability

Rate differences may apply if rescheduling to peak season dates

Each booking is eligible for one free reschedule

Additional rescheduling may incur a 10% administrative fee

Refund Process

We aim to process refunds as quickly as possible. Here's what you can expect:

1

Submit Refund Request

Contact us via email or phone with your booking details and reason for cancellation

2

Review Period

We will review your request within 2-3 business days

3

Approval & Processing

Once approved, refunds are processed within 5-10 business days

4

Confirmation

You will receive an email confirmation once the refund is processed

Refunds typically appear in your account within 7-14 business days, depending on your bank or payment provider.

Refund by Payment Method

Refunds will be processed using the same payment method used for the original booking:

Credit card

Credit card refunds will be processed to the original card used for payment

Bank transfer

Bank transfer refunds will be sent to the original bank account

Cash

Cash payments will be refunded via bank transfer or check

Online payment

Online payment platform refunds (PayPal, Stripe, etc.) will be processed through the original platform

Exceptions & Special Circumstances

We understand that certain situations may require special consideration. We may offer exceptions to our standard refund policy in cases of:

Medical emergencies with proper documentation

Family emergencies or bereavement

Travel restrictions or government-imposed limitations

Natural disasters or extreme weather events

COVID-19 related travel restrictions or health concerns

All exceptions are reviewed on a case-by-case basis and require proper documentation. Contact us directly to discuss your specific situation.

No-Show Policy

If you do not show up for your scheduled session without prior notice, no refund will be provided. We consider it a no-show if you:

Arrive more than 30 minutes late without prior notification

Fail to contact us within 24 hours of your scheduled session

Do not provide a valid reason for missing your session

Group Booking Refunds

For group bookings (4 or more people), our refund policy is slightly different:

Individual participants may cancel and receive refunds according to the standard policy

If the group size drops below the minimum for group discounts, standard rates will apply

The group coordinator must notify us of any changes at least 14 days in advance

Contact Us

If you have any questions about our refund policy or need to request a refund, please contact us:

Email: info@surfmonkeyz.com

Phone: +20 123 456 7890

Business Hours: Monday - Sunday, 8:00 AM - 6:00 PM (GMT+2)

We typically respond to refund requests within 24-48 hours during business days.

Dispute Resolution

If you disagree with our refund decision, we encourage you to:

Discuss the matter directly with our management team

Provide any additional documentation or evidence

Consider mediation if the dispute cannot be resolved directly

We are committed to fair resolution of all disputes and will work with you to find a mutually acceptable solution.