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Cancellation & Refund Policy

What happens if your plans change, if ours do, or if the ocean has other ideas.

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The two rate plans

Every stay is sold on one of two rate plans, and the one you chose is named on your confirmation. They differ in what you pay up front and in what happens if you cancel — the cheaper rate is cheaper precisely because it is final.

Non-refundable

The lowest rate we publish. Paid in full at booking, and final.

  • Payment. The full price of the stay is charged to your card at the moment you book.
  • Cancellation. The booking cannot be cancelled, modified or refunded, whatever the reason.
  • No-show. The full amount is retained.
  • Changing dates. On a seven-night package, dates may be moved once at no charge if you ask more than 30 days before arrival and we have room on the week you want.

Semi-flexible

A deposit now, the balance when you arrive.

  • Payment. A 30% deposit is charged at booking. The remaining 70% is due at check-in, payable by card, in euros or in dirhams.
  • Seven-night packages. Cancel more than 30 days before arrival and your deposit is refunded in full, or held as a credit valid for one year — your choice. Cancel 30 days or less before arrival and the deposit is retained, against the coach, the room and the kitchen already committed to your week.
  • The Custom Retreat, and any bed-and-breakfast stay. Cancel more than 10 days before arrival and your deposit is refunded in full. Cancel 10 days or less before arrival and the deposit is retained.
  • No-show. The full amount of the booking is charged.

To cancel or change a booking, reply to your confirmation email or write to us at imsouanesurfhouse@gmail.com. We confirm every cancellation in writing; if you have not had that confirmation, the booking has not been cancelled.

How a refund is paid

Refunds go back to the card used for the booking. We do not refund to a different card, to a bank account, or in cash. Once we release a refund it usually reaches your statement in 5 to 10 business days, though the final step belongs to your bank rather than to us.

All amounts are charged and refunded in EUR. If your card is held in another currency, your bank sets the exchange rate on both the charge and the refund, and the two rates may differ — that difference is your bank’s, not a deduction by us.

Surf conditions

We sell a week at a surf house, not a guaranteed wave. Imsouane is a reliable right-hand point, but conditions change: a flat spell, a storm swell, or an onshore wind can make a session unsafe or pointless.

When that happens the session is not cancelled, it is moved: surf skate on land, video and theory, a different spot along the coast if one is working, or a session shifted to another day of the week. A week affected by conditions is not refundable on those grounds, because the coaching, the board, the room and the board still arrive as promised.

If we cancel

If we cancel a booking for any reason within our control — overbooking, a closure, a coach we cannot replace — you are refunded in full, including any deposit, with no deduction.

Force majeure

Neither of us is liable for failing to perform where the cause is outside reasonable control: government restrictions, border or airport closures, natural disaster, civil unrest, or an interruption of water or power at the house. Where that prevents a stay, we will offer a credit for a future stay or a refund of amounts paid, less any costs already committed on your behalf and evidenced to you.

A cancelled or missed flight is not force majeure on our side. Travel insurance is the right cover for that, and we ask every guest to hold it — see the Terms & Conditions.

Questions before you book

If anything here is unclear, ask before you pay rather than after: get in touch and we will answer in writing. We read the inbox 24/7.