Covid-19: Changes on Terms & Conditions
Protecting our Travellers
The welfare of our customers is the first priority of everyone at The Ocean Spell and of our local partners, most of which are small family-run companies. As much as we understand and share the concerns of our customers, we also have a commitment to our team and our local partners and the small communities that tourism benefits as they have been disproportionately impacted by recent events. We hope that you, our valued customers, will keep travelling, even if that means postponing your plans due to unforeseen circumstances, as well as having to travel in a more conscious and responsible way.
In order to help the surf tourism industry, we have tried to apply some of the most flexible policies in travel, with transferable deposits, travel vouchers and no change fees to move to another date (subject to conditions, see details below).
We have always designed our client holidays in a responsible manner collaborating and giving back to local communities, offering a more rewarding experience to our travellers. Being committed to making tourism a more caring industry, we would like to thank you for your continued support.
As the impact of COVID-19 continues to be felt around the world, here’s what you should know as a member of our The Ocean Spell family: during the months of March, April and May, we brought all TOS groups and families, traveling internationally, home. We helped many stranded travellers and surfers return to their homes, collaborating with airlines and embassies. We postponed all organized coaching group trips scheduled to depart between March and July 2020, till we have news that it is safe and permitted to travel as a group with members from different parts of the world. We are currently not selling this kind of service that was so popular between our guests (open coaching groups where individuals from all around the world would join together, the current situation is not safe to be offering this kind of service); so we are focusing on supporting local providers, by organizing surf holidays to families, couples, friends, groups of people that know each other, surf clubs, etc; focusing on people who are aware of the global situation, know each other and want to travel. together or on their own.
This is a difficult situation for everyone, but the health and safety of our travelers and staff is our top priority. We thank you for your patience in these unprecedented times. Please know that we’re here to support you, we look forward to working together to ensure that surfing the world remains a possibility, in a responsible and safe way.
In the mean time we are committed to encourage, travel to safe and permitted areas, including, travel nationally in the country where you live, to help the economy and well being of the local communities.
Given this unprecedented situation, we have some exceptions to our General Terms and Conditions. These changes now provide enhanced options for groups and individuals.
We have encountered with a complicated situation, as each country has its own rules & terms, plus each accommodation/ venue/ boat has its own terms and conditions.
Remember we are a duly licensed and registered Tour Operator and Tour Agent, EU license No. C.I.AN-297089-2, bonded by mandatory Public/Product Liability Insurance (also known as Tour Operator insurance) issued by AONS.
Boat Trips: Refundable or Free Change of Date
For the Covid19 Crisis we have negotiated flexible conditions for booking and cancellation. Please email us, as each boat has their own terms, we will be stoked to assist you in booking the boat that best suits your needs.
April to July 2020 boat trips for open groups that are currently on hold: a travel voucher has been sent to each individual offering to join the rescheduled trip or on a different trip (subject to possible price difference, depending on destination, duration, etc).
If you are entitled to a refund, please note that there may be some fees (including international transfer fees) and the money reimbursed will be what the provider reimburses us, which will be what initially was transferred. Note our bank account receives your transfers in Euros, we will reimburse the amount received in the account´s currency (€), minus any transfer fees which will be charged on your side, if your account is not an European account. You should expect to receive your refund approximately 6-8 weeks after it is approved.
1. I was supposed to travel between March and June on an open coaching boat trip, but our trip was postponed. What happens now?
You can take advantage of the following options:
1. Join your same trip on the new rescheduled date (we will know dates as soon as we know it is permitted and safe to travel)
- If you choose to simply move the existing trip to a new date, there is nothing you need to do, just confirm us with an email email@example.com We will then book you on the new date and apply your voucher. This will allow everyone in your group to rebook to the new date easily. To better support you, we have made the decision to honor your current trip price for any rescheduled date through 2021, so there will be no additional costs to move the trip (please note this will applied for same destination, duration of the trip and same services and conditions as the original trip).
2. Choose a new trip and new date
- If you decide to choose a new itinerary to travel on at a later date, we will simply book you on the new trip and apply your voucher (note any price differences may occur)
- There is no need to make any decisions now, as your voucher is valid through December 31, 2021 (and you can apply to extend the voucher till end of 2022 with clear justifications of why the trip could not be done in 2021).
As an additional measure in response to the COVID-19 situation, we have amended the terms with our Future Travel Vouchers for all travelers who were scheduled to travel in one of our open coaching groups between March and June 2020. A Future Travel Voucher has been issued electronically in the amount of all monies paid to The Ocean Spell. Future Travel Vouchers may be used toward a travel program with a variety of The Ocean Spell services. Future Travel Vouchers may be resold and are transferable to immediate family members and to friends or people you know. Your Future Travel Voucher is valid through December 31, 2021—so you do not need to make any decisions on how to use it at this time. If you can’t travel in 2021, the voucher can be extended to end of 2022.
a) How much will my Future Travel Voucher be worth?
A Future Travel Voucher protects your full investment. The amount you will receive is equivalent to 100% of everything you paid to The Ocean Spell for your original trip, even including any non-refundable payments you made.
b) If my same trip has been rescheduled do I need to do anything with my voucher?
If you are planning on going on your newly scheduled trip you do not need to do anything, just send us an email to firstname.lastname@example.org and if you are happy we will schedule a call with one of our travel agents, so as to answer any questions you may have, and apply your Future Travel Voucher towards the cost of the new tour.
c) What can my voucher be used for?
A Future Travel Voucher is your ticket to a new adventure with The Ocean Spell. Depending on your surf level and availability, your voucher can be redeemed toward an experience on any of The Ocean Spell products.
d) What if I enroll on a new tour and need to cancel in the future?
We will make sure you’re covered on the off chance that happens. If you enroll on a new trip using your Future Travel Voucher and end up needing to cancel, you will have the credit on a voucher, as long as you cancel at least 110 days before your new departure date (please check the condition terms, as each destination and accommodation provider has their own cancellation terms). We highly recommend you to buy a travel insurance plan with cancellation covers. We will reschedule the dates once we know we are safe and allowed to travel.
e) How long is my voucher good for?
Your Future Travel Voucher is valid through December 31, 2021. That means you have up until that time to complete your travel, if that is not possible due to reasonable reasons, you can apply for an extension of the voucher to end of 2022.
f) What if I transfer or sell my voucher to someone else?
You can absolutely do that. Many travelers have recouped their full investment by transferring or selling their voucher to someone in their family or community who’s planning to travel. Please keep in mind when you transfer the Future Travel Voucher to a new participant, that the refund value of the voucher remains the same. Please notify before doing so to The Ocean Spell on email@example.com so we can confirm and change the details on the voucher.
g) How do I redeem my Future Travel Voucher for travel?
To redeem your voucher for one of The Ocean Spell trips simply send us an email to firstname.lastname@example.org
3. The country where my holiday takes place has lifted the travel restrictions and lockdowns, but the authorities of my country of origin are still advising against all but essential travel abroad.
4. If I cannot follow my initial travel plans due to the COVID-19 outbreak, am I entitled to compensation?
5. Do I need travel insurance?
If you haven’t already arranged cover, or you have concerns about your existing policy, our recommended travel insurance providers offer travel insurance specifically designed to cover surf travel. Of course, you are free to choose another travel insurance provider. Should you have an existing travel insurance policy, please take a few moments to ensure it is up to date, and the cover is adequate for your chosen destination and activity. Many travel insurance policies do not provide cover for some of the activities offered as part of your surf trip, so read carefully the small print.
Last update: December 23, 2020