Cancellation Policy

1. Scope of the Policy

• This Policy applies to all products and services offered by Service Providers through the Platform.
• Each Service Provider may have specific cancellation terms, which will be stated in the service or product description. Please review these terms carefully before making a booking or purchase.

2. General Cancellation Rules

• Customers can request a cancellation by contacting the Service Provider directly through the Platform.
• Cancellation requests must be submitted within the cancellation window specified by the Service Provider. If no specific terms are mentioned, the default policy applies (see Section 3).
• Refunds will only be processed if the cancellation complies with this Policy.

3. Default Cancellation Policy

• Cancellations made 24 hours or more before the scheduled start of the service will be eligible for a full refund, minus any applicable transaction fees.
• Cancellations made within less than 24 hours before the scheduled start of the service will not be eligible for a refund, except in cases of exceptional circumstances (see Section 5).
• For rentals (e.g., surfboards, wetsuits), cancellations must be made at least 12 hours before the scheduled pickup time to be eligible for a refund.

4. Refunds

• Refunds will be processed back to the original payment method used for the transaction.
• Surfyx applies a 15% platform fee for all transactions, which is non-refundable in case of cancellations.
• Refunds may take 5-10 business days to reflect in your account, depending on your payment provider.
• Service Providers may apply additional cancellation or processing fees as specified in their terms.

5. Exceptional Circumstances

• Refunds may be granted for cancellations made within 24 hours of the service start time in cases of exceptional circumstances, such as:
  • Severe weather conditions affecting the scheduled service or activity.
  • Health emergencies with valid documentation (e.g., medical certificate).
  • Other unforeseen events as determined by the Service Provider.
• Exceptional circumstances must be communicated promptly to the Service Provider, and supporting evidence must be provided.

6. Service Provider Responsibilities

• Service Providers must clearly state their specific cancellation policies in their listings.
• Providers are responsible for processing cancellations and refunds in accordance with this Policy and their stated terms.
• If a Service Provider cancels a service or booking, the customer is entitled to a full refund, including the platform fee.

7. No-Show Policy

If a customer fails to show up for a scheduled service or booking without prior cancellation, no refund will be issued. This policy is designed to ensure fairness to Service Providers who allocate resources and time for confirmed bookings.

8. Changes and Modifications

• Customers may request changes to bookings (e.g., rescheduling) directly with the Service Provider, subject to availability and agreement.
• Changes to bookings must be made within the timeframe specified in the Service Provider's cancellation policy.

9. Contact Us

For any questions or concerns about this Cancellation Policy, please contact us at: