frequently asked question

What are the cancellation, refund, and booking policies at Mentawai Surf Camp?

Answer:

1. Accommodation Cancellation due to Inappropriate Behavior:

We reserve the right to cancel accommodations if a guest displays inappropriate behavior.

2. Cancellation and Refunds:

No Refunds on Tariffs: Once booked, tariffs are non-refundable.
Refunds via Travel Insurance: We recommend obtaining travel insurance immediately after booking. Refunds for evacuations, lost luggage in Padang, missed accommodations, or transfer delays due to flight issues are typically processed through your travel insurance.
Additional Charges: Extra transfers or changes to the planned itinerary may incur an administrative fee.

3. Booking and Payment Policies:

Deposit Requirement: A deposit is required to secure a reservation. Without a deposit, there is no booking confirmation.
Full Payment Deadline: Full payment must be received within 30 days of the departure date. Failure to comply can result in the withdrawal of the booking.
Late Payments: Late payments may be accepted but are subject to a penalty fee per person.

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Terms & Conditions

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By payment to Mentawai Surf Camp, all guests abide by our terms & conditions.
Please read below carefully, and if you have any questions - please dont hesitate to email us anytime.

1. DEFINITIONS

2. LIABILITY DISCLAIMER

Camp not liable for:

Personal item damage or theft
Illness, injury, or death
Expenses from delays, natural disasters, war, unrest, terrorism, acts of God
Guest actions, legal matters, crime, drugs, Indonesian law violations
Internet/computer issues
Tickets once obtained
Immigration, visas, overstay penalties

Surfing Risk: Guest assumes total responsibility. Remote surfing involves inherent dangers.

Travel Insurance:Mandatory. Must cover medical evacuation, trip cancellation, injury, illness. No insurance, no boarding. Proof required 14 days before arrival.

3. GUEST REQUIREMENTS

4. BEHAVIOR AND REMOVAL

Mentawai Surf Camp reserves the right to cancel accommodation due to inappropriate behavior.

Camp reserves right to cancel accommodation for inappropriate behavior.

Removal for:

Illegal drug use
Violence or threats
Sexual harassment
Gross negligence (safety)
Property damage

Result: Immediate removal, no refund, guest bears transport off island.

Damage Deposit: $500 (individual) / $2,000 (Buyout). Held on card, released post-trip minus damages.

5. BOOKING STRUCTURE

5.1 Package Types

**No shorter stays.** Minimum 10 nights justifies Full Month Flex operational cost.

6. PAYMENT TERMS

6.1 Structure

All payments non-refundable. Flex system is your protection.

6.2 Methods

Bank transfer (AUD, USD, EUR)
Wise (preferred)
Credit card (+3% fee)

6.3 Price Changes

Camp reserves right to alter prices before full payment. Will maintain indicated prices where possible.

7. DATE CONFIRMATION PROCESS

**No response to shift offer within 48 hours:** Target dates auto-locked, final payment still due.

8. CANCELLATION AND REFUNDS

All payments non-refundable. Flex system protects against flat spells. Purchase travel insurance for all other circumstances.

Camp Cancellation (rare): Full credit 24 months, or alternate dates with 10% discount. No cash refunds.

Force Majeure: 24-month credit or alternate dates. No cash refunds. Remote operations require this policy.

No-Show: Failure to arrive within 24 hours of confirmed date without notice: full forfeiture, no credit.

9. FLEXIBILITY GUARANTEE

All packages: ±10 days guaranteed within blocked month.

If Camp cannot deliver shift due to operational constraints: 24-month credit or equivalent alternate dates with 20% discount.

Limitations: Guarantee is operational availability, not meteorological outcome. We guarantee ability to shift, not that better waves will exist.

10. PADANG NIGHTS

**No reduction:** Ferry schedules require Padang nights. Cannot be removed.

11. ROOM CONFIGURATION

Individual packages: Assigned by Camp based on booking order, composition, preferences.

Buyout: Group leader designates room assignments due 30 days before arrival. Changes after: $500 fee.

Configuration options:

Bunk Full Flex: Random or matched by age/vibe
Crew Trio: 3 singles or 1 double + 1 single
Premium Pair: Queen or 2 singles
Private Sanctuary: King bed
Buyout: Leader decides, 4 rooms, 11 beds max

12. CAPACITY

**Small group bookings:** Not accepted during Buyout block. Waitlist for gaps.

13. SURFING AND SAFETY

Mandatory: Comprehensive travel insurance including medical evacuation.

Guide Authority: Final authority on breaks, timing, ability-based assignments.

Medical Disclosure: Pre-existing conditions, medications, allergies must be disclosed. Camp not liable for undisclosed conditions.

Boat Allocation:

Individual: Rotation by ability, conditions, group size
Buyout: All 6 boats, total control

14. EXTENSIONS

**Subject to:** Availability (existing guests priority), operational capacity.

15. PRIVACY AND DATA

Camp secures booking information. Not forwarded except for legal matters directly affecting Camp.

Photos/video may be used for marketing. Opt-out available on request.

16. GOVERNING LAW

Governed by laws of Indonesia. Disputes resolved in good faith; litigation in Medan, Indonesia.

17. COSTS NOT INCLUDED

Mentawai surf tax (~AUD $100 per person)
Excess baggage
Personal spending
Food not prepared by Camp
Alcohol
Travel insurance
Airport departure taxes
Passport and inoculation costs
Personal costs from transport delays

18. AGENT COMMISSIONS

19. ACCEPTANCE

Payment of deposit constitutes acceptance of these Terms and Conditions.

Questions: info@mentawai-surfcamp.com

Camp reserves right to change these Terms at any time. Current version governs.

END OF TERMS AND CONDITIONS

Can I smoke in the room?

all our rooms are non-smoking.

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Can I change my booking?

Rescheduling with Full Month Flex

Yes — within your ±10 day buffer window, guaranteed.

All bookings include Full Month Flex: your room is blocked for the full calendar month, and you can shift ±10 days from your target dates to catch better waves. This is included, not extra.

How it works:

Book your target dates, pay 50% deposit
We block the full month for your room
21 days before: We start watching forecasts
‍14 days before: We email you — stick to dates or shift to better window?
You decide, we move you, no charge

Outside the buffer: Changes to different months require new booking, subject to availability, standard cancellation terms apply.

Booking Your Trip

Email us: info@mentawai-surfcamp.com

Include:

Room type (Bunk Full Flex, Crew Trio, Premium Pair, Private Sanctuary, or Full Camp Buyout)
Preferred month and target dates
Number of guests and surf levels
Any dietary needs or special requests

Start any day. Ferries run daily. No Sunday restrictions. No "best day" — we optimize 14 days out based on forecast, not ferry schedules.

Payment to confirm:

**No deposit = no reservation.** Full payment locks your dates after shift confirmation.

Minimum Booking

**No maximum** (except Buyout hard limit of 11). Stay 10-20 nights, extend if firing.

Joining an Existing Trip

We don't pool strangers into shared bookings. Each room is booked as a unit. However:

Bunk Full Flex: Up to 4 solo travelers, separate beds, shared room

Full Camp Buyout: Your private group of 4-11

If you want to surf with others, book Bunk Full Flex and meet your roommates on arrival.

Questions?

Email info@mentawai-surfcamp.com or WhatsApp [number]. We respond within 24 hours.

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