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. 

2. HOLIDAY CONTRACT

Your contract is made on the platform of Solid Surf House® which is registered as Solid Surf Co Ltd – HK and is a online franchise platform provider for the operating companies that locally are registered in the country of operations under: Morocco (275Ltd.Sarl) – Sri Lanka (Solid Surf House Lanka (private) Ltd.) – Indonesia (Ombak Biru 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 to the guest there is a contract and payment obligation, starting with a 50% 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 inflation, service charges, offers, insurance/security levels or exchange rates. 

Once a booking has been made price changes and discounts cannot be applied retrospectively with the exception of reschedule vouchers.

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 ( 1 person ) 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 AGENTS AND TRAVEL GROUPS / ORGANISERS

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 and can not be used as a reason to cancel a booking.

7.5 Invoices and outstanding payments from all our locations are collected by our invoice company. Do not transfer any money to any other account other than we have stated in out invoices or emails. 

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 send out the booking confirmation with exception of bookings made within 21 days before arrival dates. Bookings within 21 days before arrival date can not be cancelled for free within the 24hrs and require 100% compensation fee.

After 24hrs the following sliding scale determines the fee to reschedule your holiday: 8.2 & 8.3

8.1 REFUNDING & RESCHEDULING

Solid Surf House is not able to accept cancellations and to process any refunds other than stated in 8.2 and 8.3 with the support of proof of a valid a reason as mentioned in 8.4.

Every guest is responsible for their own travel & cancellation insurances in case cancellation and loss of the holiday costs. A cancellation insurance will cover you for the entire cost if the reason of cancellation is according their terms and conditions. We highly recommend to take a travel & cancellation insurance.

A travel- and cancellation insurance is fully the guests responsibility.

8.2 SOLID SURF & YOGA HOUSE (surfcamp & surf retreat)

In cases of cancellation, the below fees may apply, depending on the cancellation date & reason. Reason are subject to valid proof such for ex. Doctors statements that states it is impossible for you to fly and arrive on the booked date. Change of plans does not count as a valid reason. Do note that in most cases these are situations that should be claimed at a cancellation insurance as well. We recommend strongly to arrange the proper insurances before booking any type of holiday.

Cancellation Fee Charged:

    > 60 days in advance   25% fee of the total booking fee
60 – 40 days in advance   50% fee of the total booking fee
40 – 21 days in advance   75% fee of the total booking fee
21 – 01 days in advance 100% fee of the total booking fee

If you paid 100% in advance than the difference between the cancellation fee and what has been paid will be refunded. This is based on the validity of the reason to cancel as we have mentioned in 8.1 & 8.4.

8.3 SURF ACADEMY

In cases of cancellation, the below fees may apply, depending on the cancellation date & reason. Reason are subject to valid proof such for ex. Doctors statements that states it is impossible for you to fly and arrive on the booked date. Change of plans does not count as a valid reason. Do note that in most cases these are situations that should be claimed at a cancellation insurance as well. We recommend strongly to arrange the proper insurances before booking any type of holiday.

Cancellation Fee Charged:

  > 9 months  in advance      0% fee of the total booking fee – Free reschedule possible.

9 – 6 months in advance    50% fee of the total booking fee – Free reschedule possible.
6 – 4 months in advance    75% fee of the total booking fee – Reschedule possible: for a 350,- euro.

4 – 2 months in advance    85% fee of the total booking fee – Reschedule possible: for a 450,- euro
2 – 1 months in advance  100% fee of the total booking fee – Reschedule possible: for a 550,- euro

1 – 0 months in advance  100% fee of the total booking fee – No reschedule possible.

If you paid 100% in advance than the difference between the cancellation fee and what has been paid will be refunded. This is based on the validity of the reason to cancel as we have mentioned in 8.1 & 8.4.

8.3 CANCELLATION REASONS

The following reasons will be valid for a cancellation and that could apply for a refund. 

When a cancellation is approved then 8.2 and 8.3 will be in effect and the difference between the cancellation fee and what has been paid will be refunded. Any other reasons is a case for your cancellation insurance. Please do note that the remaining amount after our refund could possibly claimed at a cancellation insurance. We are more then happy to provide supporting documents with the reason.

Valid Proof is needed !

Natural disasters: 

Acts of God such as earthquakes and tsunamis, floods, volcanic eruptions, mass outage of essential utilities, and other abnormal weather events. Please note that reasons such as foreseeable weather or natural conditions in the area of destination may be subject to verification, and will not guarantee any cancellations made accepted.

Acts of terror and other man-made hostilities: 

Military actions, acts of war, rebellion, invasions, terrorism, bombings/explosions, riots, civil disorder, and unrest.

Proof: Government announcements/advisories that state code: RED, this does not include: non-binding travel advisories, as well as any similar guidance given by the government.

Unforeseen changes in travel restrictions imposed by Government of the destination: Any sudden restrictions prohibiting travel, staying, or returning from the destination as imposed by a government agency. Excluded from this are non-binding travel advisories, as well as any similar guidance given by the government.

Proof: Government announcements/advisories that state code: RED, this does not include: non-binding travel advisories, as well as any similar guidance given by the government.

Death in the Family:

Subject to first degree family (incl grandparents – uncles & aunts) only.

Proof: Death or Medical Certificate (Customer name should be SHOWN CLEARLY)

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 on the destination.

All other reasons that we are not participating in on our side, are not open for reschedules. Especially when the borders are open for tourism and the destination country is open to receive tourism without any issues. We expect that the traveller have the proper insurances prepared and arranged when travelling during a war or pandemic. The insurance 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. We do not take any part in how our guest travel to their destination, neither we are making such arrangements for them.

In case of foreseen, expected and known government irregularities such as during a war or ongoing 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 in the situation where 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 that comes along with it.

A traveller should inform and 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 Sri Lanka, Marokko and Bali are independent companies and locally licensed and registered. 

The local companies are registered in Marokko (275 Ltd.Sarl) and Indonesia Bali (BALI OMBAK BIRU PT/PMA), Sri Lanka (Solid Surf House Lanka Private LTD.) and function as a independent company with different owners that work as a franchise with the license of Solid Surf House® owned by Solid Surf Co Ltd.  

Portugal, Maldives, Mentawai are under license of Solid Surf Co Ltd and we function as a travel agent.

11. THE SURF

The surf guides are not qualified surf 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. Solid Surf House can not be held responsible for any injuries or claims of accidents. The guest/bookers are participating in a risk sport. Participating in our surf program is at all times at your own risk!

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.

It is not possible to claim any rights to advice we have provided regarding visas, travel safety, flights, vaccines and entry regulations connected to these subjects. We try to advise our guests in the best way possible, but it could happen that our info is outdated at the moment of writing. Therefore it is the sole responsibility of travelers to inform themselves about the latest entry regulations and status of the country they travel to and comply with the health / entry requirements of the countries of departure, transit and destination.

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. PHOTO & VIDEO RELEASE

After accepting the terms and conditions during the booking, the guest hereby grants and authorize Solid Surf Co ltd including the local franchise the right to take, edit, alter, copy, exhibit, publish, distribute and make use of any and all pictures or video taken of me to be used in and/or for any lawful promotional materials including, but not limited to, newsletters, flyers, posters, brochures, advertisements, fundraising letters, annual reports, press kits and submissions to journalists, websites, social networking sites and other print and digital communications, without payment or any other consideration.

This authorization extends to all languages, media, formats and markets now known or later discovered.

The guest/bookers waive the right to inspect or approve any finished product in which their likeness appears, including written or electronic copy.

The guest/bookers agrees that they agreed to this release without being compensated.

The guest/bookers waive any right to royalties or other compensation arising or related to the use of the photograph.

The guest /bookers understand and agree that these materials shall become the property of Solid Surf Co Ltd and their franchises per article 10 and will not be returned.

The guest /bookers confirms hereby that Solid Surf Co is to be hold harmless and released from all liability, petitions, and causes of action which the guest, my heirs, representatives, executors, administrators, or any other persons may make while acting on my behalf or on behalf of my estate.

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.

15.DISCLAIMER

Participation in and at any services, arrangements and activities under the auspices of SOLID SURF HOUSE is entirely at the customer’s own risk. Customers release, waive and hold the company, its offices, agents and/or employees unaccountable from all claims, losses, damages, commitments, expenses (including legal costs) during or in conjunction with their participation in activities conducted and organized by SOLID SURF HOUSE, arising from, but are not limited to, any injury, accident, illness, death, material damage or personal damage to the customer or to others.

The customer indemnifies SOLID SURF HOUSE, its officers, agents and/or its employees against all claims, losses, damages or expenses that any one or more of his/her executors, administrators, heirs, next of kin, successors or assignees may have in conjunction with his/her participation in activities conducted and organized by SOLID SURF HOUSE and against any costs including, legal fees, that may incur as a result of any such claims, losses damages or expenses, whether valid or not.

SOLID SURF HOUSE cannot be held responsible for any disturbances or injuries (noise, bites, stings, rash, allergies, etc.) caused by animals. We have no control or influence over the natural world, neighbours, etc.

The responsibility to inform SOLID SURF HOUSE of any chronic diseases, illnesses or special needs lies solely with the customer. Such information must be provided prior to the customer’s departure in order to insure proper preparation in terms of accommodation and surfing-related activities. The customer fully accepts the risk of any such complications and will not hold SOLID SURF HOUSE liable for any health issues that may result from his/her chronic condition including omitting to inform us of its existence. Nor is SOLID SURF HOUSE responsible for any accidents or injuries that may result from the customer’s physical activities, such as surfing, cycling, driving, walking, etc.

Though SOLID SURF HOUSE can arrange the rental of cars or motorbikes for customers, please bear in mind that we are not the company that actually rents these vehicles. We cannot, therefore, be held responsible for any accident or injury resulting from the state, quality or operability of any such vehicle.

Any feature included in a package booked with or by SOLID SURF HOUSE can only be availed of by the package holder. Any item or feature of a package, whether utilized or not, is strictly non-refundable.

Customers are responsible for any damage inflicted on equipment belonging to SOLID SURF HOUSE, such as bedding, furniture, etc. Please note that coloured sun cream or temporary tattoos can stain bedding and towels, making them impossible to properly clean.

SOLID SURF HOUSE is not responsible for any loss of property or theft on our property. Please store your valuables in the built in safety box located in your accommodation.