General conditions of sale

Acceptance of the T&Cs:

Before any order, the customer declares having read the T&Cs and having accepted them, which implies unconditional adherence to the T&Cs. By this acceptance, the customer acknowledges that, prior to any order, he has received sufficient information and advice from Duocean, allowing him to ensure the adequacy of the content of the order to his needs. The T&Cs constitute the entirety of the rights and obligations of the parties within the framework of their contractual relationship.

Duocean reserves the right to modify the terms, conditions and mentions of the T&Cs at any time and without notice in order to adapt them to developments in the site or its operation.

Duocean does not offer a "satisfied or refunded" guarantee or cancellation insurance.

The concept of a Duocean outing:

DUOCEAN is a concept of an outing "In search of cetaceans with a view to getting into the water with them" with fins, mask and snorkel. Thanks to the specific passive observation protocol created by DUOCEAN, you will do much more than swim with whales or swim with dolphins, you will live a unique experience in their natural environment while respecting their tranquility.

Despite our know-how and experience, there is no guarantee of getting into the water with the animals. It is always Nature that chooses. No discount will therefore be made if the animals are not available during the outing.

The activity falls under underwater hiking as defined in the sports code. Supervision in the water is carried out by a State-certified instructor acting as a service provider on a vessel that carries out the activity.

An instructor trained in DUOCEAN approach and supervision techniques may replace Emmanuel Antongiorgi on one or more vessels. In this case, the instructor must apply the DUOCEAN launching protocol to the letter. He or she will be responsible for the safety of the participants and the performance of the activity as Dive Director, according to the recommendations of the sports code. He or she will therefore be fully responsible for the decision to launch according to the environment and the behavior of the animals. In the event of an accident, the latter will see his or her liability and insurance engaged personally. The instructor carries out the diving direction, the supervision in the water and ensures the equipment of the vessel in accordance with the underwater hiking activity.

Apart from the red zodiac, the DUOCEAN concept combines two separate services: One for passenger transport and the other for underwater hiking. For reasons of simplicity, the payment of the passenger transport part is paid to the boat partner by the participants. Invoices for both services are available from both entities.

The captain is responsible for enforcing the regulations and the prefectural decree, in particular, he will give the green light for the first launches. He will decide the time to stop launching to begin the return to port.

For each outing, snorkeling equipment is included and a souvenir film is offered on Duocean's social networks.

Outings WITH launching and WITHOUT launching:

The regulations require a maximum of 9 participants in the water.

There are therefore 2 places left on the catamaran for accompanying persons who will remain on the boat. Registration is available on the "without launching" schedule. The price is the same. Please choose the same date as the people you wish to accompany, there will be no modification or refund in the event of an error on your part.

Before booking a Duocean outing:

Please check that the activity corresponds to all your participants:

Made for you if you meet all these conditions:

You are really comfortable in the water with fins, mask and snorkel. You are in good physical health and able to do at least 100 meters in the "big blue" with waves and currents without having a foothold or seeing the bottom with your mask. You are able to get back on the boat either along the tubes on a zodiac or via a ladder on the catamaran. You think that going in search of wild animals to observe them depends on their willingness, their behavior and the environmental conditions, which are sometimes difficult in the Indian Ocean. You are responsive and able to apply precise instructions. You are over 12 years old (between 8 and 12 years old, contact us).

Not for you if only one of these statements applies to you:

You do not know how to swim. You are not comfortable with fins, mask and snorkel or you only use a full-face mask. You do not have the physical abilities to swim 100m with fins in the open sea and to frequently climb back to the back of a boat on a rope or stainless steel ladder. You have known health problems or you are pregnant. (see T&Cs). You are under 8 years old. Between 8 and 12 years old, contact us. You have a physical, psychological or mental disability, please contact us before booking. You think that Man controls Nature and that it is up to animals to adapt to your dreams and desires.

The supervisors reserve the right not to embark or put in the water a person who does not respect these conditions and the instructions given. No discount will be granted.

Small group outings

Duocean's ethics and protocol apply in their entirety to all your private outings in small groups. If necessary, we can organize at the beginning of the outing a reminder of the technique of snorkeling in the deep blue before setting off to meet the cetaceans.

Duocean outings generally depart by zodiac from Saint-Gilles-les-Bains and by catamaran from Ville du Port.

The departure point may nevertheless vary depending on the marine weather conditions. We indicate last-minute changes on the DUOCEAN Facebook page or by phone/email/SMS.

The video of my outing

If you encounter cetaceans in the water, the guide films your outing and posts it within 48 hours on Duocean's social networks: Facebook OR Instagram. You can save the real thing in your profile so that you can come back to it whenever you want.

We do not keep the films or photos, this would represent too much data to store. We cannot therefore send you the film or the rushes personally following your outing because they are deleted immediately after the post.

You cannot bring your own photo/video equipment on board. Indeed, by filming, the participants are less focused on the approach instructions and sometimes even turn into "image hunters" rather than passive and benevolent observers. We therefore invite you to enjoy the moment with your eyes to fully experience these unique moments of meeting cetaceans. Especially since the guide films if you see animals in the water and posts it for free on Duocean's social networks following the outing.

People who wish to take photos from the boat will only choose the "accompanying" outing WITHOUT launching in a catamaran where dry gear can be taken on board.

Reservations for a Duocean outing:

Reservations on the various boat schedules are only accessible online from www.duocean.com with payment by credit card. Check that you have received the confirmation email automatically sent when the reservation is validated. The day before the outing you will receive a reminder email. Without any further news from us, the outing is maintained by default.

The site's schedules are up to date and we cannot create new places. Any cancellations are announced on the DUOCEAN Facebook page. We do not take a waiting list.

Duocean outing prices:

Since the red zodiac is the boat that belongs to DUOCEAN, places must be paid in full online.

The other boats are partners whose service must be paid in part online for DUOCEAN and the other part directly on the day of the outing for the other service provider, either by credit card or in cash.

We do not accept holiday vouchers.

Debit authorization:

By providing their banking information during the sale, the customer authorizes Duocean to debit the account for the amount of the price indicated on the site for the corresponding service. The customer guarantees to Duocean that they are of legal age and that they have any authorizations that may be necessary to use the payment method chosen by them, when validating the order form.

Special offers and price revision:

Duocean reserves the right to offer limited-time launch offers, promotional offers or price reductions on its services and to revise its offers and prices on the site at any time. The applicable prices are those in effect at the time of the customer's order, who cannot claim other prices, prior or subsequent to their order.

Gift voucher:

Do you want to offer a loved one an ethical outing to observe cetaceans in the water? Duocean offers you to materialize your gift with a coupon to print on the Gift Voucher page, without value or date, in order to let the person book for themselves with the money you offer them. This method of gift voucher without value also allows your loved one to read the FAQ page themselves before any reservation in order to verify that the activity really corresponds to them.

Children on board:

This is a sporting activity that is more for dynamic adults. However, the regulations in force authorize children from 8 years old to enter the water. Please contact us before booking if your children are between 8 and 12 years old.

Even if your child over 12 years old knows how to "swim" well, it is essential to ensure your child's real snorkeling abilities in order to guarantee everyone a great outing: Is my child able to swim 100 m with fins without having to touch the bottom in the open sea without seeing the bottom? Is he able to look into the water even if there are waves offshore? Does he know how to manage his mask and snorkel in the open sea without drinking the cup? Is he able to act quickly like an adult to get equipped, get into the water in sync with all the other participants, and swim without slowing down the group? Is he able to stay calm in the water, not to get agitated at the risk of scaring away the animals?

Please present the identity document of each minor registered for the outing. The instructor and the captain can refuse on board a child whose age cannot be justified. In this case, no discount will be made and the outing will be due in full.

The outings are not suitable for children between 1 and 8 years old and they take up a place in the eyes of the law. Only the catamaran can accommodate them, but they will pay for an adult place. There are no "half places" on the boat. In addition, one of the parents must remain on board at all times with the child. Please therefore take the places on the "accompanying persons" schedule, without launching for two people in the event of the presence of a child between 1 and 8 years old. Under 2 years old, the child's place is free on the catamaran but we strongly advise against their presence on board.

Health conditions for a Duocean outing:

Warning! This activity is a sporting activity.

You must therefore be in good physical shape, not suffer from back problems, a history of cardiovascular problems, severe asthma attacks, epilepsy, or spasmophilia... In the event of a health problem, it is imperative to report it to the instructors before the outing.

If you have a physical, psychological or mental disability, contact us imperatively before any reservation.

A medical certificate may be requested depending on the situation.

We recommend that you come in good shape, to avoid seasickness. We strongly advise you not to have overindulged the day before or to be alcoholic. Coming on an empty stomach is also conducive to seasickness, we advise you to eat before coming.

This activity is not recommended for pregnant women who must inform DUOCEAN when registering, and seek the advice of a doctor regarding the conditions of the outing. If we are not notified before the start of the outing, DUOCEAN may cancel the pregnant person's reservation on the same day, keeping the amount paid online.

The supervisors reserve the right not to embark or put in the water a person who does not respect these conditions. No discount will be made.

Marine weather:

The outing depends closely on the marine weather conditions, DUOCEAN may decide at any time to postpone or cancel it for safety reasons, sometimes the same morning.

We remind you that the weather conditions are very changeable in Reunion. It can very well rain in the rest of the island, and the weather is nice at sea on the cetacean research lake. Also, the outings are maintained by default. People who do not come thinking that the outing is canceled will lose the amount paid online. If the outing is finally canceled by DUOCEAN the same morning, the amounts will be refunded.

Attitude in the water during a Duocean outing:

If despite our educational efforts during the test launch, a person remains resistant to calm evolution in the water, the instructor can decide not to take the agitated person alongside the cetaceans. Indeed, its presence would then be detrimental to the entire group since it would scare away the animals.

Compliance with the instructions for entering the water and moving on the surface is essential for great encounters. All participants are warned during the briefing that the success of the outing depends mainly on the attitude of the people in the water. In the event of non-compliance with the instructions, DUOCEAN cannot be held responsible for a possible incident with the animals due to the attitude of an overly agitated participant.

Group cohesion is also essential for reasons of supervision and safety.

A person who cannot keep up with the group or who slows it down could also be excluded from the water launches if they are not competent enough. Similarly, a person who is not athletic enough to get back to the boat quickly must remain on the boat. The same would apply to a participant who intentionally moves away from the group.

A person who deliberately violates the instructor's instructions regarding attitudes or approach trajectories must remain on the boat. Each DUOCEAN instructor has the authority to decide whether or not to put a person or group into the water.

Cancellation / modification of an outing by a customer:

To cancel or modify your reservation, please contact us as soon as possible and during our opening hours by email at duocean.reunion@gmail.com or by phone/text message at 06 92 44 30 11, specifying the boat, the date of the planned outing, your name, first name and your reservation number.

Changing the date of your reservation is only possible more than 72 hours before the planned outing and subject to availability.

Cancellation of your reservation is possible more than 72 hours before the planned outing. The requested refund will be effective on your bank account within a few working days. A processing fee of 20% of the amount paid online for the reservation applies for each cancellation more than 72 hours before the scheduled appointment.

There is no refund or modification possible less than 72 hours before the scheduled appointment, whatever the reason for the cancellation. In addition, the partner part to be paid directly to the boat remains due by all participants.

DUOCEAN does not cover delays, errors in the meeting place, family problems, last-minute medical problems, even upon presentation of a medical certificate. The same applies to delayed flights, car breakdowns, etc. For this, you can contact your travel insurance or credit card.

By booking, you agree to come with a number of people corresponding to the number of places you have reserved. The booking system does not allow you to change the number of participants in an order. If you still want to change the number of people, you must first contact us to cancel the first reservation with the conditions mentioned above. Then you can make a new reservation online at www.duocean.com with the right number of participants. Note that places are not guaranteed since the reservation system is online and accessible to everyone at all times.

Cancellation of an outing by DUOCEAN:

We can cancel an outing if the number of participants is not sufficient (6 people minimum the day before the outing), in the case of bad sea weather (wind, swell), a boat breakdown or an absence of an instructor. Payments are then fully refunded if there is no possibility of postponement.

In the event of direct cancellation on our part, participants who wish to take back places can do so on the website www.duocean.com. No priority is given and we do not take a waiting list.

Please provide the telephone number and email address where you can be reached before your departure when making your reservation.

DUOCEAN training courses:

Duocean training courses are hosted on Système IO. They are payable online, by credit card only, in one go, and are non-refundable. The right of withdrawal does not apply to the purchase of online courses or training courses. To access a Duocean training course, you will need to create an account with Système IO and validate their T&Cs. The training courses are intended for an audience aged 14 and over. Animal sexuality is covered in the training.

The training materials, whatever their form, are protected by intellectual property and copyright. Their reproduction, partial or total, cannot be carried out without the agreement of Duocean. The client agrees not to use, transmit or reproduce all or part of these documents. Duocean training courses are private and not recognised by the State. They relate to the transmission of knowledge acquired since 2012. You will find in Appendix 1 of the 2021 prefectural decree the list of diplomas required to supervise participants on a voluntary or lucrative basis.

Loss, theft, breakage of objects

Duocean disclaims all liability for the loss, breakage or theft of any object or personal effect during the activity. It is everyone's responsibility to look after their personal property.

Data and image rights:

You have the right to access, rectify or oppose personal data concerning you at any time. Simply contact us by email: duocean.reunion@gmail.com

Our outings are filmed, the videos can be broadcast on social networks in "public" mode, within two days of the outing. If you do not want to appear in these images, you must inform the instructors before the start of the outing.

Unless otherwise stated, the images remain the property of DUOCEAN and may be used in communication campaigns.

DUOCEAN reserves the right to remove online images from all social networks at any time.

Partner sites:

The user may access, via hyperlinks on the site or as part of a service, partner or third-party sites, designed and managed under the responsibility of third parties who are not subject to the T&Cs. The user is therefore invited to read the contractual conditions of use or sale as well as the confidentiality policies or any other legal information applicable to these partner or third-party sites.

Duocean has no control over said sites and content, and declines all responsibility for their content and the use made by any third party of the information contained therein. This clause applies to all partner content.

Dispute and consumer mediation:

In the event of a dispute between the Customer and the company, they will endeavour to resolve it amicably (the Customer will send a written complaint to the professional or, where applicable, to the professional's Customer Relations Department).

In the absence of an amicable agreement or in the absence of a response from the professional within a reasonable period of one (1) month, the consumer Customer within the meaning of Article L.133-4 of the Consumer Code has the possibility of contacting, free of charge, if a disagreement persists, the competent mediator registered on the list of mediators established by the Consumer Mediation Evaluation and Control Commission pursuant to Article L.615-1 of the Consumer Code, namely:

The Professional Mediation Company

www.mediateur-consommation-smp.fr

24 rue Albert de Mun - 33000 Bordeaux