Surf n Sea Cancellation Policy
Know exactly where you stand if your plans change
Holiday plans sometimes change.
Our cancellation policy is published clearly so you can understand the payment, refund and date-change consequences before confirming your Surf n Sea stay.
- Cancelling 31 days or more before arrival carries a cancellation charge equal to 50% of the total booking value.
- Cancelling 30 days or fewer before arrival carries a cancellation charge equal to 100% of the total booking value.
- No-shows and early departures are non-refundable.
- All cancellations must be submitted in writing.
- The rate conditions accepted during checkout apply to your reservation.
Your Cancellation Position at a Glance
The rate and conditions displayed and accepted during checkout apply to your reservation. Unless different terms were accepted for your selected rate, the following standard direct-booking conditions apply.
50% cancellation charge
Surf n Sea retains 50% of the total booking value. Any amount paid above that 50% is refunded.
Written notice must reach Surf n Sea at least 31 days before the scheduled check-in date.
100% cancellation charge
The reservation is non-refundable once it enters the 30-day period before check-in.
No refund is due unless:
- Mandatory law requires otherwise; or
- Surf n Sea agrees to an additional refund after successfully reselling the cancelled dates.
Non-refundable
A no-show occurs when the guest does not arrive and has not completed an approved cancellation or date change.
The full booking value remains payable.
Non-refundable
No refund is due for unused nights when a guest chooses to leave before the confirmed departure date.
The confirmed stay remains subject to the accepted rate conditions.
How the Refund Timeline Works
The cancellation date is the date on which Surf n Sea receives your written cancellation request. The number of days is measured between that date and your scheduled check-in date.
Standard Direct-Booking Timeline
Booking Confirmed
The required pre-payment is received and written confirmation is issued. For the standard cancellation rate, a 50% pre-payment is normally required.
At Least 31 Days Before Arrival
A cancellation charge equal to 50% of the total booking value applies. Any amount paid above that charge is refundable.
Thirty Days Before Arrival
- The remaining balance becomes due
- The reservation enters the non-refundable period
From this point, the cancellation charge is 100% of the total booking value.
Arrival Date
A no-show is non-refundable.
During the Stay
An early departure is non-refundable.
Compare Rate Types Before You Pay
Surf n Sea may offer more than one rate type. The right choice depends on how certain your dates and travel arrangements are.
Partial protection before the final 30 days
Payment at booking:
50% of the total booking value
Remaining balance:
Due no later than 30 days before check-in
Best suited to:
Guests who value some protection when cancelling well before arrival.
Standard Terms · 50% Pre-Payment · Partial Protection Before 30 Days
Lower flexibility when plans are firm
Payment at booking:
100% of the total booking value
Remaining balance:
No later balance after full payment
Best suited to:
Guests whose dates and travel arrangements are firm.
Lower Flexibility · Full Payment Required · Non-Refundable
How to Cancel Your Booking
All cancellation requests must be submitted in writing. This creates a clear record of the request, the date it was received, the booking affected and the applicable cancellation position.
- The request
- The date it was received
- The booking affected
- The applicable cancellation position
Step 1: Find Your Booking Details
Have the following ready:
- Lead guest’s full name
- Booking reference
- Check-in date
- Check-out date
- Booking channel
- Contact email address
- Reason for cancellation, when you choose to provide it
Step 2: Send Written Notice
Send the cancellation request to:
WhatsApp may be used to ask questions, but the formal cancellation request should be submitted by email.
Step 3: Wait for Written Confirmation
Do not treat the booking as cancelled until Surf n Sea or the relevant booking platform has confirmed the cancellation in writing.
Keep the written confirmation for your records.
Step 4: Review the Refund Position
Surf n Sea will assess the cancellation according to:
- The selected rate
- The conditions accepted during checkout
- The date written notice was received
- The amount already paid
- The booking channel
- Applicable law
How Approved Refunds Are Processed
Where a refund is due under the accepted cancellation conditions, Surf n Sea will return it through the original payment method wherever reasonably possible.
Refund Processing May Depend On:
- Peach Payments
- The guest’s bank
- The original payment method
- The booking platform
- The date on which the refund was approved
- Platform or payment-provider requirements
What Guests Can Expect
- Written acknowledgement of the cancellation request
- Confirmation of the applicable rate conditions
- Confirmation of the cancellation charge
- Confirmation of the refundable amount, if any
- Refund through the original method wherever reasonably possible
- Direct communication when further information is required
What Happens If Your Cancelled Dates Are Resold?
When cancelled dates are successfully resold, Surf n Sea may consider an additional refund after deducting reasonable costs and losses.
Costs That May Be Deducted
These may include:
- Financial loss
- Payment-provider charges
- Booking-platform fees
- Administrative costs
- Costs associated with replacing the booking
- Any difference between the original and replacement booking value
Important Expectation
An additional refund after resale is discretionary and is not automatically guaranteed.
The decision may take into account:
- Whether all cancelled nights were replaced
- The rate achieved on the replacement booking
- The timing of the replacement booking
- Costs already incurred
- Applicable consumer law
Surf n Sea may consider an additional refund when cancelled dates are successfully resold. Resale does not create an automatic right to a further refund.
Ask About Resold-Date RefundsCan I Move My Booking Instead of Cancelling?
You may request a date change, but changes are subject to availability and are not automatically guaranteed.
Ask Before You Cancel
When your travel dates may be flexible, contact Surf n Sea before submitting a final cancellation request.
We can check whether an alternative date is available under your accepted booking conditions.
When a Date Change May Be Treated as a Cancellation and New Booking
A change may be treated as a cancellation and new booking when:
- The request is made close to arrival
- The original stay falls during a peak period
- The booking overlaps school holidays
- The stay falls during a local event
- The new dates carry a different rate
- The new dates have a different minimum stay
- The change would leave an impractical calendar gap
- The selected rate has stricter conditions
Additional Payment
Any rate difference or additional amount must be paid before the change is confirmed.
Booking Credits
Approved booking credits are not transferable unless Surf n Sea agrees otherwise in writing.
Rate, Payment and Booking-Channel Detail
Open the topic that applies to your reservation. Every policy sentence remains present in this page’s crawlable HTML.
Non-Refundable Booking Cancellations
A non-refundable rate carries stricter conditions in exchange for the selected rate arrangement.
Non-Refundable Rules
- 100% payment is required at confirmation
- The booking is non-refundable
- No refund applies when the guest cancels
- No refund applies to a no-show
- No refund applies to an early departure
- Date changes are not automatically guaranteed
- A date change may be treated as a cancellation and new reservation
- An approved change may require payment of a rate difference
- The exact terms displayed and accepted during checkout apply
Clear Checkout Warning
A non-refundable rate should display:
Full Payment · No Refunds · Lower Flexibility
The booking process should require the guest to actively accept:
I understand that this rate requires full payment and is non-refundable.
Review Live Rate OptionsCancelling a Booking Made Through an OTA
Reservations made through Booking.com, Expedia, Agoda, LekkeSlaap or another travel platform may be governed by that platform’s payment, amendment and cancellation process.
What OTA Guests Should Do
- Open the booking in the original platform
- Review the selected rate conditions
- Submit the cancellation through the platform where required
- Contact the platform when it processed the payment
- Keep the platform’s written cancellation confirmation
Why the Process May Differ
When an OTA processed the booking or payment, Surf n Sea may not be able to cancel, amend or refund the transaction outside that platform’s workflow.
The conditions accepted through the OTA apply to that transaction, subject to applicable law.
Surf n Sea can assist with property-specific questions but may not be able to override the platform’s payment or cancellation process.
How Payment Timing Connects to Cancellation
Understanding when payment is due makes the cancellation position easier to follow.
Standard Rate Payment Flow
At Booking
A 50% pre-payment is required.
At Least 31 Days Before Arrival
When the guest cancels, a 50% cancellation charge applies. Any amount paid above 50% of the total booking value is refundable.
Thirty Days Before Arrival
- The remaining balance becomes due
- The booking becomes non-refundable
Booking Made Within 30 Days
The full booking value is payable at confirmation.
Arrival Date
No-show conditions apply.
Why the 30-Day Point Matters
The 30-day point is both:
- The deadline for the outstanding balance; and
- The start of the non-refundable period
Late Payment
When payment is not received by the deadline, Surf n Sea may cancel the reservation after attempting to contact the lead guest.
The refund or cancellation position will depend on:
- The selected rate
- The accepted policy
- The booking channel
- The timing
- Applicable law
Protect Your Holiday Against the Unexpected
A cancellation policy cannot cover every unexpected event.
Travel insurance may help protect guests when illness, emergencies or travel disruption affect a confirmed stay.
Consider Cover For:
- Illness
- Family emergencies
- Travel delays
- Flight cancellations
- Road closures
- Severe weather
- Vehicle problems
- Unexpected changes affecting the trip
- Non-refundable accommodation costs
Guests are responsible for selecting insurance that suits their circumstances.
Always review:
- Policy exclusions
- Excesses
- Claim deadlines
- Required supporting documents
- Cancellation coverage
- Travel-disruption coverage
Surf n Sea does not recommend a particular insurer.
Why Clear Cancellation Terms Make Direct Booking Easier
Direct booking works best when you understand the rate, payment deadline and cancellation consequences before paying.
Trust microcopy:
A WhatsApp message away and a telephone call away when you need help understanding a booking condition.
Direct Booking Trust Signals
- Cancellation terms shown before confirmation
- Direct access to the Property Host for questions
- Written booking confirmation
- RoomRaccoon live booking process
- Peach Payments payment environment
- Refund position explained in plain language
- Direct date-change enquiry route
- Written cancellation record
- Original-method refund processing where possible
- WhatsApp and telephone support
Cancelling Your Dates May Help Another Guest
Peak December, school-holiday, long-weekend and surf-period dates can be difficult to find. When a reservation is cancelled, Surf n Sea may offer those dates to guests waiting for availability.
For Guests Cancelling
Submit written notice as early as possible.
Earlier notice may improve the likelihood of the dates being resold, although an additional refund is never guaranteed.
For Guests Looking for Sold-Out Dates
When your preferred dates are unavailable, ask to join the Surf n Sea cancellation list.
We can contact you if suitable dates reopen.
Review Your Booking with Confidence
Move from policy clarity to the part of your booking journey you need next.
Rates and Availability
Check live dates, current rates, active minimum stays and available rate types.
Check Direct AvailabilityTerms and Conditions
Review the complete payment, guest, pet, check-in, safety and house conditions.
Read Full Booking TermsBook Direct
See how direct communication simplifies questions, pet approval and stay planning.
Why Book DirectPrivacy Policy
Learn how booking, payment and guest information is handled.
View Privacy PolicyDecember Holidays
Planning peak family dates? Review availability, rates and minimum stays early.
Check December DatesPet-Friendly Stays
Confirm your pet before booking and review the pet-friendly conditions.
Request Pet ApprovalFrequently Asked Questions About the Surf n Sea Cancellation Policy
Clear answers about deposits, written notice, date changes, refunds, add-ons, booking platforms and travel insurance.
What is the Surf n Sea cancellation policy?
Unless different conditions were displayed and accepted during checkout:
- A cancellation received in writing 31 days or more before arrival carries a 50% cancellation charge
- A cancellation received 30 days or fewer before arrival carries a 100% cancellation charge
- No-shows and early departures are non-refundable
Is my 50% booking deposit refundable?
Not automatically.
When you cancel 31 days or more before arrival, Surf n Sea retains 50% of the total booking value as the cancellation charge.
When the only payment received is the standard 50% deposit, the deposit equals the cancellation charge and no refund is due.
When more than 50% has already been paid, the amount above the 50% cancellation charge is refundable.
What happens when I cancel within 30 days?
The booking is non-refundable once it enters the 30-day period before check-in.
A 100% cancellation charge applies unless mandatory law requires otherwise or Surf n Sea agrees to an additional refund after successfully reselling the dates.
How is the cancellation date calculated?
The cancellation date is the date on which Surf n Sea receives your written cancellation request.
Do I have to cancel in writing?
Yes.
All cancellation requests must be submitted in writing so there is a clear record of the request and the date it was received.
Send your request to:
Can I cancel through WhatsApp?
WhatsApp may be used to ask questions.
The formal cancellation request should be submitted by email so that the complete request, booking reference and date received are clearly recorded.
Can I change my dates instead of cancelling?
You may request a date change, but it is subject to availability and is not guaranteed.
A change may be treated as a cancellation and new reservation.
Contact Surf n Sea before cancelling when alternative dates may work.
Are non-refundable rates ever refunded?
The selected non-refundable rate is non-refundable when the guest cancels, does not arrive or leaves early, subject to any rights that cannot lawfully be excluded.
Do I receive a refund when I do not arrive?
No.
A no-show is non-refundable.
Do I receive a refund when I leave early?
No.
No refund is due for unused nights when a guest chooses to depart before the confirmed checkout date.
What happens if my cancelled dates are rebooked?
Surf n Sea may consider an additional refund after deducting reasonable costs and losses when cancelled dates are successfully resold.
An additional refund is not guaranteed.
How will an approved refund be paid?
Approved refunds are returned through the original payment method wherever reasonably possible.
How long does a refund take?
Processing time may depend on:
- Peach Payments
- The guest’s bank
- The booking platform
- The payment method
- The date the refund was approved
Surf n Sea can confirm when the approved refund has been submitted but cannot control the bank’s final processing time.
Which policy applies when my selected rate showed different terms?
The cancellation conditions displayed and accepted for your selected rate during checkout apply to the reservation, subject to applicable law.
Does the policy apply to booking add-ons?
Unless expressly stated otherwise during checkout, confirmed extras and add-ons form part of the total booking value and are subject to the selected rate’s cancellation conditions.
This includes the direct-booking “4TH EN-SUITE BEDROOM (SLEEPS +2)” add-on.
How do I cancel an OTA reservation?
When required, cancellations for Booking.com, Expedia, Agoda, LekkeSlaap or another OTA must be submitted through the original platform.
When the platform processed payment, it may also need to process the refund.
Should I buy travel insurance?
Surf n Sea strongly recommends suitable travel insurance for illness, family emergencies, travel disruption and other unexpected circumstances that may affect your stay.
Can I speak to someone before choosing a rate?
Yes.
Guests are encouraged to contact Surf n Sea before payment when anything about the selected rate, cancellation charge or balance deadline is unclear.
The Property Host is available through WhatsApp and by telephone.
Ready to Book with No Policy Surprises?
Choose your dates, compare the rate conditions and confirm your Surf n Sea stay with a clear understanding of the payment and cancellation terms.
Surf n Sea offers:
- A private Wavecrest holiday home
- Approximately 50m beach access
- Private swimming pool
- Enclosed garden
- Outdoor braai area
- Fibre Wi-Fi
- Inverter or solar backup
- A standard 3-bedroom setup for up to 7 guests
- A direct-booking 4-bedroom setup for up to 9 guests
- Direct Property Host support
Review your dates, choose the right rate and ask us about anything that is unclear before paying.
