At Siesta Advisor, we aim to be transparent, fair, and consistent in how we manage cancellations, refunds, and participation requirements. This policy is designed to protect both our clients and our team while ensuring safety, operational efficiency, and a high-quality experience for everyone involved.
Our cancellation and refund conditions are based on clear timeframes, seasonal demand, and logistical planning, particularly during peak months. Weather-related decisions are always made with safety as the top priority and remain at the discretion of Siesta Advisor. Participation is subject to meeting minimum age, health, fitness, weight, and behavioural requirements, all of which are communicated clearly during the booking process and prior to the activity.
Late arrivals, failure to meet participation requirements, or non-compliance with safety, conduct, or environmental rules may result in exclusion from the activity without refund. Exceptions may be considered only in genuinely unforeseen circumstances and are reviewed on a case-by-case basis with appropriate documentation.
By confirming a booking with Siesta Advisor, clients acknowledge and accept the terms outlined in this policy.
Customers are entitled to a full refund for cancellations made at least 24 hours prior to the scheduled start of the activity. Cancellations must be submitted in writing — either via email to our official contact address or through the booking platform used for the reservation. Refunds are processed promptly but may take 7–10 business days to appear in the customer’s account, depending on their financial institution.
Customers may reschedule their booking (date or time) free of charge if requested more than 24 hours before the activity. Changes made within 24 hours of the activity will incur a €15 fee per participant in the booking. This policy applies year-round.
For June, July, August and September for bookings of four or more participants, a 50% deposit of the total amount is required to secure the reservation. This deposit is refundable only if the cancellation is made at least 24 hours before the activity’s scheduled start time. If cancelled later than that, the deposit will be forfeited.
We understand that unforeseen circumstances may occur, such as illness, family emergencies, or other significant events. In such cases, we will review refund exceptions on a case-by-case basis. Supporting documentation (e.g., medical certificate, invoice of the car crane, death certificate, etc) must be provided. Our goal is to remain fair and compassionate while maintaining consistency for all clients.
Siesta Advisor shall not be held liable for cancellations, delays, or modifications resulting from force majeure events, including but not limited to natural disasters, fires, pollution alerts, pandemics, government restrictions, strikes, maritime authority closures, or any circumstances beyond our reasonable control. In such cases, clients may be offered a voucher or an alternative date. In such cases, clients may be offered a voucher or alternative date. Where required under applicable law, a monetary refund will be provided.
The safety and enjoyment of our participants are our top priorities. Siesta Advisor reserves the right to reschedule tours or cancel due to adverse weather conditions that could endanger participants or staff. All weather-related decisions are made solely at Siesta Advisor’s discretion. If Siesta Advisor reschedules or cancels an activity due to adverse weather and the client is unable to attend the alternative date, a voucher will be issued.
If Siesta Advisor determines that conditions are safe to proceed, but a client chooses not to participate due to personal weather concerns, no monetary refund will be issued. Instead, the client will receive a voucher to rebook the activity for a future date.
If an activity must be cancelled due to weather, clients will be informed as early as possible via email or telephone to minimize inconvenience.
Where an activity is partially completed due to weather or safety conditions, it shall be considered fulfilled unless otherwise determined by Siesta Advisor.
All participants must have a basic level of physical fitness and be confident, proficient swimmers. To ensure safety and equipment stability, participants must weigh 100 kg or less. Participants exceeding this limit must be fully capable of maintaining balance and stability in the kayak. If a participant is unable to safely perform the activity due to weight, fitness level, or swimming ability, no refund will be issued, except where required under applicable consumer protection law, as these requirements are clearly communicated during the booking process and in the reminder email sent 48 hours prior to the activity. Children aged 4 to 16 years must be accompanied by an adult. Failure to meet this requirement will result in denied participation without refund.
Clients must inform Siesta Advisor of any medical conditions, injuries, pregnancy or dietary restrictions that could affect their participation. This information should be disclosed at the time of booking or as soon as it becomes relevant. If customers do not notify us at least 24 hours before the activity and still decide to come but are unable or choose not to participate, no refund will be issued, except where required under applicable consumer protection law.
Participants must not be under the influence of alcohol, drugs, or any substance that impairs judgment or coordination. Anyone suspected of being under the influence will be denied participation without refund.
Siesta Advisor reserves the right to assess each participant individually prior to and during the activity to ensure that minimum safety requirements are met, including but not limited to age, weight, physical fitness, swimming ability, health condition, and overall capability to safely perform the activity. Where a participant does not meet these requirements, or where their participation may pose a risk to themselves, other participants, or staff, Siesta Advisor reserves the right to deny or terminate that individual’s participation, even if the activity proceeds for the rest of the group. Participation decisions are made on an individual basis and may differ between participants within the same booking or group. The fact that other participants are permitted to continue with the activity does not imply that all individuals meet the required safety criteria. Where participation is denied due to failure to meet clearly communicated requirements, no refund shall be issued, except where required by applicable law. All such decisions are made at the sole discretion of Siesta Advisor and are final.
Clients are responsible for the proper use of all equipment provided during the activity. Damage caused by misuse, negligence, or failure to follow guide instructions may result in repair or replacement charges.
If a client arrives without a dog life jacket or with a dog exceeding the permitted weight limit of 25 kg, participation will be denied without refund. This requirement is clearly stated in the booking confirmation email and in the reminder email sent 24 hours prior to the activity.
All Siesta Advisor activities operate on a fixed schedule and begin strictly at the published start time. These start times are communicated clearly during the booking process, in the booking confirmation, and again in reminder communications sent prior to the activity. Punctuality is essential, as our activities are group-based and often subject to environmental, maritime, and logistical constraints. Delaying the start of an activity negatively impacts safety briefings, equipment allocation, route planning, and the experience of all participants.
Participants are required to arrive well in advance of the scheduled start time to allow sufficient time for check-in, equipment fitting, safety briefings, and group organization. This is 30 minutes prior to the activity in low season (October, November, December, January, February, March, April, and May), and 60 minutes in high season (June, July, August, and September). Failure to arrive within the required arrival window may result in denied participation, even if the activity has not yet departed.
A participant is considered late if they:
• Arrive after the scheduled start time, or
• Arrive without sufficient time to complete mandatory check-in, equipment fitting, or safety briefing before departure, or
• Arrive after the group has already entered the water or departed the meeting point.
Once the group has begun the activity, late participants will not be integrated into the tour.
Siesta Advisor will not delay an activity to accommodate late arrivals. Waiting for late participants compromises:
• The safety of the group and guides
• Tidal, wind, and sea condition planning
• Route timing and return schedules
• The experience and fairness toward punctual clients
For these reasons, activities proceed as scheduled regardless of individual delays.
Late arrivals are not eligible for refunds, partial refunds, or free rescheduling. This includes delays caused by:
• Traffic or parking difficulties
• Navigation or GPS errors
• Public transport delays
• Difficulty finding the meeting point
• Personal time mismanagement
These risks are the sole responsibility of the participant.
In rare circumstances and only at Siesta Advisor’s discretion, a late participant may be offered:
• A voucher for a future date, or
• Placement on another activity, subject to availability
Such accommodation is not guaranteed, is assessed case by case, and does not constitute a client right or entitlement.
Participants who anticipate being late must contact Siesta Advisor as soon as possible. While this allows our team to be informed, advance notice does not guarantee participation, refunds, or rescheduling. Failure to communicate a delay will automatically result in classification as a no-show.
Participants who fail to arrive within the required time window or who arrive after the activity has started will be classified as no-shows. No-shows are not entitled to refunds, rescheduling, or vouchers.
For the purposes of applicable data protection law, including Regulation (EU) 2016/679, the General Data Protection Regulation (“GDPR”), and Spanish data protection legislation, the data controller is:
Siesta Advisor S.L.
Avenida de Paris 35, 03730 Jávea/Xàbia, Alicante, Spain
Email: info@siestaadvisor.com
Telephone: +34 639 908 367
Siesta Advisor is responsible for deciding how and why personal data is collected, used, stored, and protected in relation to bookings, activities, customer communications, marketing, safety management, and business operations.
Siesta Advisor may collect and process the following categories of personal data, depending on how the client interacts with us:
• Identification and contact details - Name, surname, email address, telephone number, country of residence, preferred language, and booking contact details.
• Booking and activity information - Activity selected, booking date, number of participants, participant names, ages where relevant, group details, booking platform, payment status, vouchers, cancellations, rescheduling information, and customer service communications.
• Safety, suitability, and health-related information - Information voluntarily provided by the client that may affect safe participation, including swimming ability, physical limitations, allergies, dietary requirements, pregnancy, recent injuries, recent surgery, medication, medical conditions, age, height, weight, or other relevant safety information.
• Payment and transaction information - Payment confirmation, invoices, refund records, transaction references, and related administrative or accounting information. Siesta Advisor does not normally store full card details, which are processed by secure third-party payment providers.
• Photographs, video, and media content - Photos and videos taken during activities, including images shared with participants and, where consent has been provided, images used for promotional or marketing purposes.
• Digital and technical data - Website usage data, IP address, browser information, device information, cookies, analytics data, tracking pixels, advertising interactions, and similar technical information where permitted by law and subject to the relevant cookie or consent settings.
• Marketing preferences and communication records - Newsletter subscriptions, marketing consent records, unsubscribe requests, customer preferences, email engagement data, WhatsApp or email communication history, and enquiries.
Siesta Advisor processes personal data only where there is a lawful basis to do so. The main purposes and legal bases are:
• To manage bookings and provide the contracted activity - This includes confirming reservations, sending activity information, managing payments, handling cancellations or refunds, and delivering the booked experience.
• To ensure participant safety and operational suitability - We may process relevant participant information to assess whether a person can safely take part in an activity, adapt support where reasonably possible, manage incidents, and protect the safety of the participant, the group, and our staff.
• To comply with legal, tax, accounting, insurance, and regulatory obligations - This includes keeping invoices, booking records, accident or incident records, insurance documentation, and any information required by public authorities.
• To communicate with clients before and after activities - This includes sending meeting point instructions, safety information, weather updates, changes to bookings, customer support replies, feedback requests, and important operational updates.
• To improve our services and internal operations - We may review customer feedback, operational records, complaints, incident reports, and service performance to improve safety, quality, training, and customer experience.
• To send marketing communications - We may send newsletters, promotions, offers, activity updates, seasonal campaigns, and information about similar Siesta Advisor services where the client has given consent, or where permitted by law because there is a prior customer relationship and the communication relates to similar services offered by Siesta Advisor.
• To use photos and videos for marketing - Identifiable photos or videos of clients may be used for commercial, advertising, website, social media, brochure, or promotional purposes only where appropriate consent has been obtained or where another lawful basis clearly applies.
• To protect Siesta Advisor’s legal rights and business interests - This includes preventing fraud, managing disputes, enforcing terms and conditions, handling complaints, and defending legal claims.
Some of our activities involve physical effort, water-based environments, outdoor conditions, and inherent risks. For this reason, clients may be asked to provide relevant health, medical, dietary, physical, or safety-related information before participating.
This information is used only for safety, suitability, risk management, emergency response, and operational planning. It is shared only with staff, guides, emergency services, insurers, or relevant third parties where necessary for those purposes.
Clients are responsible for providing accurate and complete information before the activity. Failure to disclose relevant health, physical, medical, or safety information may affect Siesta Advisor’s ability to safely deliver the activity and may result in refusal of participation without refund where safety could be compromised.
Siesta Advisor will only send commercial or promotional emails, newsletters, offers, or similar marketing communications where:
• the client has expressly subscribed or given consent; or
• the client has previously booked or purchased a Siesta Advisor service, Siesta Advisor obtained the contact details lawfully, and the communication relates to similar services offered by Siesta Advisor.
Every marketing email will clearly identify Siesta Advisor as the sender and will include a simple and free method to unsubscribe or object to further marketing communications. Clients may unsubscribe from marketing communications at any time by using the unsubscribe link included in the email or by contacting us at info@siestaadvisor.com. Unsubscribing from marketing communications does not affect essential booking, safety, administrative, legal, or customer service communications related to an active or past booking.
Siesta Advisor may contact clients by email, telephone, SMS, or WhatsApp where necessary to manage a booking, provide activity instructions, communicate urgent safety or weather updates, or respond to client enquiries.
Promotional communications through these channels will only be sent where legally permitted and where the client has given the necessary consent or where another lawful basis applies.
Clients may ask Siesta Advisor to stop sending non-essential communications at any time.
During activities, Siesta Advisor may take photos and videos for the following purposes:
• to share memories with participants after the activity;
• to document the activity internally for operational, training, quality, or safety purposes;
• to promote Siesta Advisor’s services through websites, social media, brochures, advertisements, booking platforms, and other marketing channels, where appropriate consent has been obtained.
Clients who do not want to appear in photos or videos used for marketing should inform Siesta Advisor before the activity begins. Where consent has already been given, clients may withdraw consent for future use by contacting Siesta Advisor at info@siestaadvisor.com.
Withdrawal of consent does not affect the lawfulness of any use that took place before the withdrawal. However, Siesta Advisor will make reasonable efforts to stop future use of the relevant identifiable image where technically and practically possible.
For minors, consent for marketing use of identifiable photos or videos must be provided by a parent or legal guardian.
Where activities involve minors, Siesta Advisor may collect and process personal data relating to the child and the parent or legal guardian. This may include the child’s name, age, relevant health or safety information, emergency contact details, dietary requirements, authorisations, collection permissions, and activity participation records.
This information is processed for safeguarding, safety, emergency response, legal compliance, insurance, activity delivery, and communication with parents or guardians.
Where consent is required for the processing of a minor’s data, including the use of identifiable photos or videos for marketing purposes, consent must be provided by the parent or legal guardian.
Siesta Advisor does not sell personal data.
Personal data may be shared only where necessary with trusted third parties, including:
• booking and reservation platforms;
• payment processors;
• email marketing and CRM providers;
• website, hosting, analytics, and IT service providers;
• insurance providers, accountants, legal advisors, and professional consultants;
• guides, instructors, staff, and operational partners involved in delivering the activity;
• public authorities, regulators, emergency services, courts, or law enforcement where legally required or necessary for safety.
Where third-party providers process personal data on behalf of Siesta Advisor, they are expected to process it only under Siesta Advisor’s instructions and to apply appropriate security and confidentiality measures.
Some of the digital tools, booking platforms, CRM systems, payment processors, email platforms, analytics services, or cloud providers used by Siesta Advisor may process data outside the European Economic Area.
Where personal data is transferred internationally, Siesta Advisor will take appropriate steps to ensure that the transfer is protected in accordance with GDPR requirements, such as relying on adequacy decisions, Standard Contractual Clauses, or other legally recognised safeguards.
Siesta Advisor keeps personal data only for as long as necessary for the purposes for which it was collected, including to provide the activity, manage customer service, comply with legal obligations, resolve disputes, maintain accounting records, and protect legitimate business interests.
In general:
• Booking and customer service data may be retained for as long as necessary to manage the booking, respond to queries, handle disputes, and maintain business records.
• Accounting, invoicing, and transaction records may be retained for the periods required by Spanish tax, accounting, and commercial law.
• Health, safety, incident, and insurance-related records may be retained for as long as necessary for safety, insurance, legal, or claims-management purposes.
• Marketing data will be retained until the client withdraws consent, unsubscribes, objects to marketing, or the data is no longer necessary for marketing purposes.
• Photos and videos used for marketing may be retained until consent is withdrawn or until the material is no longer useful for legitimate promotional purposes, unless legal, archival, or operational reasons require longer retention.
• Technical, cookie, and analytics data will be retained according to the applicable cookie settings, platform settings, and legal requirements.
When data is no longer required, Siesta Advisor will delete it, anonymise it, or securely archive it where legally necessary.
Siesta Advisor applies appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, disclosure, or destruction.
These measures may include access controls, secure storage systems, password protection, staff confidentiality obligations, restricted access to operational documents, secure booking platforms, and appropriate internal procedures.
However, no digital system can be guaranteed to be completely secure. Clients should also take care when sending sensitive information by email, WhatsApp, or other communication channels.
Clients have the right to:
• request access to their personal data;
• request correction of inaccurate or incomplete data;
• request deletion of personal data where legally applicable;
• object to certain processing, including direct marketing;
• request restriction of processing in certain circumstances;
• request data portability where applicable;
• withdraw consent at any time where processing is based on consent;
• object to automated decision-making where applicable.
To exercise these rights, clients may contact Siesta Advisor at: info@siestaadvisor.com. Siesta Advisor may need to verify the identity of the person making the request before responding. Requests will be handled in accordance with applicable data protection law. Clients also have the right to lodge a complaint with the Spanish Data Protection Agency: Agencia Española de Protección de Datos — AEPD - www.aepd.es
Clients must ensure that all personal data provided to Siesta Advisor is accurate, complete, and up to date, especially information relating to safety, medical conditions, participant suitability, emergency contacts, and minors.
Siesta Advisor cannot be responsible for safety, operational, booking, or communication issues caused by inaccurate, incomplete, or withheld information.
Siesta Advisor may update this Privacy and Data Protection Policy from time to time to reflect legal, operational, technological, or service-related changes. The latest version will be published on our website and will indicate the date of the most recent update.
Certain activities require a minimum number of participants to operate safely and efficiently. If this minimum is not met, Siesta Advisor reserves the right to cancel or reschedule the activity. In such cases, clients will be offered a full refund or an alternative date.
Safety briefings and instructions are provided in English and/or Spanish. Clients are responsible for understanding these instructions. If a participant is unable to understand safety instructions and this compromises safety, participation may be denied without refund.
All refunds are issued through the original payment method and booking platform used at the time of purchase. Siesta Advisor is not responsible for processing delays, fees, or conditions imposed by third-party booking platforms or financial institutions.
By participating in Siesta Advisor activities, photos and videos taken by Siesta Advisor employees, may be used for promotional purposes only where explicit consent has been provided. Clients may opt out at any time.
By completing a booking with Siesta Advisor, clients confirm that they have read, understood, and accepted this Cancellation, Refund & Participation Policy in full.
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