COVID-19 Flexible Booking
OUR COVID FLEXIBLE BOOKING TERMS
In these odd times for travel we are trying to make any Covid related changes, cancellations and postponements as easy as possible. If your holiday is cancelled due to COVID19 we offer free date changes, Holiday Vouchers, or a full refund.
Our guests come from all over the world, which means each person will face different restrictions, depending on where they live. Our holidays will only get the green light to go ahead if there are no quarantine restrictions upon arrival in destination.
WHAT OUR COVID FLEXIBLE BOOKING TERMS INCLUDE:
If your holiday is cancelled by us at any time up to the day of arrival you will be offered the option to:
|1||Move to a new date.|
|2||Convert your booking into a Holiday Voucher – which can be put towards any future holiday of your choice|
|3||Get a full refund.|
If the holiday is going ahead but you need to cancel 14 days or less before arrival due to Covid-19 we agree to waive our normal cancellation terms and offer you the option to move to a new date, convert to account credit or a full refund in the event that:
|1||You are prevented from travelling due to your government banning non-essential travel to the destination.|
|2||You are prevented from travelling due to a national or local lockdown.|
|3||You are prevented from travelling due to quarantine requirements on your return.|
If you choose to cancel more than 14 days before arrival for whatever reason we agree to waive our normal terms and offer you the option to move to a new date (that is correct we wanted to be even more flexible)
WHAT OUR COVID FLEXIBLE BOOKING TERMS DOES NOT INCLUDE:
Our normal terms will apply if you need to cancel your trip for the following reasons:
|1||You or a family member is diagnosed with Covid and you are required to self-isolate, which prevents you from travelling.|
|2||A close relative is diagnosed with Covid and you are required to care for them.|
|3||You are denied boarding to your flight due to failing Covid checks.|
|4||You are unable to join your trip due to not fully complying with the testing or vaccination requirements to enter the destination country.|
We require our customers take out travel insurance with specific Covid-19 cancellation and curtailment provision which is now available from many reputable providers. For example Campbell Irvine
We know lots of you have questions about Coronavirus (COVID-19) and the status of your holiday. We’ve tried to answer as many of these questions as possible below, and we’ll update this page regularly.
Updated 10th May 2021
What does this mean for your booking with us?
In short, we believe we’ll be able to provide your well needed holiday when it is safe to do so. We currently offer holidays in 3 countries around the world. For Portugal we are taking bookings for 2021 and we are planning an opening from 30th April. For Sri Lanka and India we are taking bookings for the next season from autumn 2021. As we are a UK Tour Operator, we and our local teams rely on the travel advice from the UK Foreign and Commonwealth Office (FCO) to continue to inform our approach with consistency.
We are monitoring the Coronavirus situation closely, following legitimate sources such as:
What if Soul & Surf Ltd. becomes insolvent before I can take my holiday?
Obviously that is not great for us, or anyone within our chain of business. But for you, our customer, your money is protected by our financial failure insurance which will pay out after the bankruptcy process is completed. So hopefully that gives you a little peace of mind.
Please email us email@example.com to discuss your options should you not be in a position to pause with us.
Is my money safe if I’ve got a trip booked, or am about to book one?
We understand you might be wondering whether this is the best time to book a holiday. Happily, UK and European citizens are generally protected under the Package Travel Regulations.
In non-legal speak this basically means that should the FCO advise against ‘all but essential travel’ to your destination and your holiday is subsequently cancelled, the supplier needs to offer either an alternative, an option to postpone or in some cases a full refund. The supplier also needs to hold insolvency protection to cover refund and repatriation costs in the unlikely event of their financial failure before or during your trip.
Can I postpone my trip and how long for?
If customers choose to postpone their holiday and to change their dates to any future point with no administration charges. We’ll hold your booking for as long as you need. If you’re not able to commit to a new date just yet, worry not. You can postpone your trip and rearrange it
Do I have to pay my balance or can I wait and see what happens?
Unless we have informed you that your holiday is not going ahead please follow the payment instructions on your booking to pay by the deadline for your booking as normal.
Should I buy travel insurance?
You should also always take out comprehensive travel and medical insurance as soon as you book.
This forms part of our agreement with you and we ask at the point of booking to confirm as to whether or not you have travel Insurance that covers you for cancellation too. Make sure it covers you for Covid-19 treatment whilst away and cancellation pre and post-departure.
I no longer want to travel, can I cancel and get a refund? Or… My work has banned travel, can I cancel and get a refund?
We are offering all of our existing customers to postpone their holiday and to change their booking to any future point with no administration charges. Please email us <click to show address> to discuss your options should you not be in a position to pause with us.
You should also contact your airline and your insurance company to confirm if there are compensation options available as at the time of booking you ticked to say you had cancellation cover and we will ask you to peruse this before we are able to offer any refunds. Soul & Surf can provide you with a letter for you to pursue this further.