General conditions of sale
Acceptance of the Terms and Conditions:
Before placing any order, the customer declares that they have read and accepted the Terms and Conditions, which implies unconditional acceptance of them. By this acceptance, the customer acknowledges that, prior to placing any order, they have received sufficient information and advice from DUOCEAN, allowing them to ensure that the content of the order meets their needs. The Terms and Conditions constitute the entire rights and obligations of the parties within the framework of their contractual relationship.
DUOCEAN reserves the right to modify the terms, conditions, and notices of the Terms and Conditions at any time and without notice in order to adapt them to changes to the website and its operation.
DUOCEAN does not offer a money-back guarantee or cancellation insurance.
BEFORE booking a DUOCEAN cetacean launch:
Please check that the launch activity is suitable for each participant you wish to register:
It's right for you if you meet all these conditions:
You can swim. You are comfortable in the water with fins, mask, and snorkel. You are in good physical health and able to swim 100 meters in the "big blue" with waves and currents without having to touch the bottom or see the bottom with your mask. You are able to reboard the boat either along the tubes/with a step on a Zodiac or via a ladder on the catamaran. You believe that going in search of wild animals to observe them depends on their willingness, their behavior, and the environmental conditions, which can be difficult in the Indian Ocean. You are responsive and able to follow precise instructions. You are over 12 years old (between 8 and 12 years old, contact us).
Not for you if any of these statements apply to you:
You don't know how to swim. You're not comfortable with fins, a mask, and a snorkel, or you only use a full-face mask. You don't have the physical ability to swim 100 meters in open water with fins or to frequently climb back onto a rope or stainless steel ladder. You have known health problems or you're pregnant. You're under 8 years old. If you're between 8 and 12 years old, please contact us. You have a physical, mental, or psychological disability; please contact us before booking. You believe that humans control nature and that it's up to animals to adapt to your dreams and desires.
The instructors reserve the right to refuse to embark or launch anyone who doesn't respect these conditions and the instructions given. No discount will be granted.
A DUOCEAN whale-watching excursion:
This is a safari-style excursion "in search of cetaceans (whales in season and dolphins year-round) with the aim of getting into the water with them" using fins, mask, and snorkel. However, you will always have the choice of going into the water or staying on the boat, depending on your abilities and preferences.
Thanks to the specific passive observation protocol created by DUOCEAN, you'll do much more than just swim with whales or dolphins; you'll enjoy a unique experience in their natural environment while respecting their tranquility.
Despite our expertise and experience, there is no guarantee of getting into the water with the animals. Nature always chooses. No discount will be given if the animals are unavailable during the excursion.
This activity is considered underwater hiking as defined in the French Sports Code. In-water supervision is provided by a state-certified diving instructor. He or she will be responsible for equipping the vessel for underwater hiking activities, ensuring the safety of the participants, and carrying out the activity as the Dive Director, in accordance with the recommendations of the French Sports Code. He or she will therefore be fully responsible for the decision to enter the water, taking into account the environment and the behavior of the animals. The captain is also responsible for the safety of participants and for ensuring compliance with maritime regulations and the current prefectural decree regarding approaching cetaceans.
Currently, regulations require a maximum of six participants in the water when approaching cetaceans.
For each cetacean outing, mandatory snorkeling equipment is included: fins, mask, snorkel, and wetsuit.
If you encounter cetaceans in the water, the guide will film your outing and post it within 48 hours, exclusively on DUOCEAN's social media channels: Facebook or Instagram. You can save the actual footage to your profile so you can return to it at any time. We do not keep the footage; it would represent too much data to store. We therefore cannot personally send you the film or the rushes after your outing.
Unless otherwise decided by the dive director, you may not bring your own photo/video equipment into the water. Indeed, when filming, participants are less focused on the approach instructions and sometimes even become "image hunters" rather than passive and benevolent observers. We therefore invite you to take advantage of the moment with your eyes to fully experience these unique encounters with cetaceans.
Spots WITHOUT launching on catamaran," are available to those who wish to stay on the boat in advance and take photos from the catamaran. Registration is available on a separate schedule. Please make sure to choose the same date as the people you wish to accompany. There will be no changes or refunds in the event of an error on your part.
Water comportement during a DUOCEAN outing:
If, despite our educational efforts during the training entry, a person remains unwilling to move calmly in the water, the instructor may decide not to bring the agitated person alongside the cetaceans. Indeed, their presence would be detrimental to the entire group, as it would scare the animals away.
Compliance with the instructions for entering the water and surfacing is essential for a successful encounter. All participants are informed during the briefing: the success of the outing depends primarily on the attitude of the participants in the water. In the event of non-compliance with the instructions, DUOCEAN cannot be held responsible for any possible incident involving the animals due to the behavior of an overly agitated participant.
Group cohesion is also essential for supervision and safety reasons.
A person who cannot keep up with the group or who slows it down may also be excluded from the water entries. Similarly, anyone who is not fit enough to return to the boat quickly must remain on the boat. The same applies to a participant who intentionally strays from the group.
Anyone who deliberately violates the instructor's instructions regarding approach positions or trajectories must remain on the boat. Each DUOCEAN instructor has the authority to decide whether or not to allow an individual or group to enter the water.
The day of the trip:
Please arrive at the time indicated on your reservation and at the chosen boat's meeting point (see the "Find Us" page for GPS coordinates). To respect the timing of the trip and the other participants, we will not wait for latecomers. No postponements or discounts will be made in the event of a delay or an incorrect meeting point. In addition, the partner fee for the catamaran, payable directly to the boat, remains due by all participants.
DUOCEAN trips generally depart from the port of Saint-Gilles-les-Bains and the western port of Ville du Port. However, the departure point may vary depending on weather conditions. We will notify you of any last-minute changes on the DUOCEAN Facebook page or by phone, email, or text message.
How do I book a trip with DUOCEAN?
Reservations for the various boat schedules are only available online at www.duocean.com with credit card payment. On the catamaran, payment is partial, and the balance is payable on the day of the trip directly to the partner by credit card or cash. Please check that you have received the confirmation email automatically sent when the reservation is confirmed.
Please note: If there is no drop-down menu on the page where you enter your name/email address to select the number of participants, there is only one space left. The spaces listed online are the only ones available. We cannot create new spaces.
Any cancellations will be announced on the DUOCEAN Facebook page. We do not maintain a waiting list.
Please be careful when making your selection; there will be no changes or refunds if you make an error. If in doubt, we are available for any inquiries before your reservation.
Please provide the phone number and email address where you can actually be reached before the trip when booking.
Payments for DUOCEAN excursions:
The red Zodiac belongs to DUOCEAN; tickets must be paid in full online by credit card.
The catamaran is a partner whose service must be paid for in part online by DUOCEAN and in part directly on the day of the excursion by the other service provider, either by credit card or in cash. Invoices for both services are available from both entities.
DUOCEAN reserves the right to modify prices at any time and without notice in order to adapt them to changes in its operations.
We do not accept holiday vouchers.
Debit authorization:
By providing their banking information at the time of purchase, the customer authorizes DUOCEAN to debit the account with the amount indicated on the website for the corresponding service. The customer guarantees to DUOCEAN that they are of legal age and have any necessary authorizations to use the payment method chosen by them when confirming the order form.
Special Offers and Price Revisions:
DUOCEAN reserves the right to offer limited-time introductory offers, promotional offers, or price reductions on its services, and to revise its offers and prices on the website at any time. The applicable prices are those in effect at the time of the customer's order; the customer may not claim any other prices, either prior or subsequent to their order.
Gift Voucher:
Zodiac: You can purchase a gift card online in any amount you choose (from €20 to €1000) to give a loved one a whale watching excursion or contribute towards the cost. Gift cards are valid for 6 months from the date of purchase. They are non-refundable and non-exchangeable.
Catamaran: Want to give a loved one a catamaran excursion, with or without launching? We offer a printable gift voucher. Simply send us an email to duocean.reunion@gmail.com with no value or expiry date, allowing the recipient to book their excursion. The catamaran is partially paid for online through Duocean and partially on-site with the partner catamaran.
Children:
This is a sporting activity aimed primarily at active adults. However, current regulations allow snorkeling for children aged 8 and over. Please contact us before booking if your children are between 8 and 12 years old.
Even if your child over 12 can swim well, it's essential to ensure their actual snorkeling abilities to ensure a great outing for everyone: Is my child able to swim 100 meters with fins in the open sea without seeing the bottom? Is they able to look into the water even if there are waves offshore? Can they manage their mask and snorkel in the open sea without drinking (no full-face mask)? Can they 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/she able to remain calm in the water and not become agitated?
Please present the ID of each minor registered for the trip. The instructor and captain may refuse to allow a child on board whose age cannot be verified. In this case, no discount will be offered, and the trip will be payable in full.
Children over 8 years old will always have the choice of going into the water or remaining on the boat, depending on their abilities and wishes. To be able to remain alone on board, your child must be independent. The captain, who is busy navigating and guiding people in the water, cannot under any circumstances care for them. If your child is ill during the trip or is not independent, an adult must remain on board with them. No discount will be offered.
The trips are not suitable for children between 2 and 8 years old, and by law, they take up space on the boat. Only the catamaran can accommodate them, but they will pay for an adult space. There are no "half-seats" on the boat. In addition, one parent must remain on board with the child at all times. Please book the seats on the "accompanying adults" schedule, with no two-person launches if there is a child between 2 and 8 years old. Children under 2 years old have free space on the catamaran, but we strongly advise against their presence on board.
Health requirements for DUOCEAN outings:
Warning! DUOCEAN outings are athletic activities. You must be in good physical condition and not suffer from back problems, a history of cardiovascular problems, severe asthma attacks, epilepsy, or spasmophilia. If you have a physical, mental, or psychological disability, please contact us before booking. Outings are not recommended for pregnant women, who must inform DUOCEAN of this upon registration and seek medical advice regarding the outing conditions.
In the event of a participant's health problem, please inform the instructors before booking and before the outing. A medical certificate may be required depending on the situation.
We also recommend that you arrive in good physical condition to avoid seasickness. We strongly advise you not to have overindulged the day before or to be under the influence of alcohol. Arriving on an empty stomach also increases the risk of seasickness; we recommend eating beforehand.
If we are not notified before the start of the trip, DUOCEAN may cancel the reservation of anyone who does not meet these conditions on the same day. No discount will be given; the reservation will remain due in full.
Scuba Diving:
DUOCEAN only offers introductory dives in small groups of 2 to 4 people, for participants over 14 years old. Diving requires good physical health, and a medical certificate is recommended. You will be supervised in the water by a professional, state-certified diving instructor.
To book a dive, please contact us to arrange a time slot. The reservation is confirmed following online payment via a payment link.
Marine Weather:
A sea trip is highly dependent on marine weather conditions (swell and wind). DUOCEAN may decide to postpone or cancel it at any time for safety reasons, sometimes on the morning of the trip. We remind you that weather conditions are very changeable in Reunion Island. It can easily rain in the rest of the island and be sunny at sea. Therefore, excursions are still on by default. Those who do not attend, thinking the excursion has been canceled, will lose their reservation amount.
If the excursion is ultimately canceled by DUOCEAN due to weather, sometimes on the same morning, reservations will be fully refunded if a date change is not possible.
Cancellation/modification of a trip by a customer:
To cancel or modify your reservation, please contact us as soon as possible during our opening hours by email at duocean.reunion@gmail.com or by phone/text at 06 92 44 30 11, specifying the boat, the date and time of the scheduled trip, your first and last name, and your reservation number.
Changing the date of your reservation is possible more than 7 days before the scheduled trip and is subject to availability. Cancellation of your reservation is possible more than 7 days before the scheduled trip, and the requested refund will be credited to your bank account within a few business days. A cancellation fee of 30% of the amount paid online for the reservation applies to each cancellation more than 7 days before the scheduled date, starting from the confirmation of your reservation.
No refunds or changes are possible within 7 days of the scheduled meeting, regardless of the reason for cancellation. Furthermore, the partner portion, payable directly to the boat, remains due by all participants.
DUOCEAN does not cover delays, booking and meeting place errors, family issues, or last-minute medical issues, even with a medical certificate. The same applies to delayed flights, car breakdowns, etc. For this, you can contact your travel insurance or your credit card. A non-refund certificate can be sent to you upon request at duocean.reunion@gmail.com.
By booking, you agree to bring a number of people corresponding to the number of seats you have reserved. For group bookings, we encourage you to make one reservation per person to facilitate possible changes or cancellations by one of the participants.
Cancellation of an outing by DUOCEAN:
We may cancel an outing if the number of participants is insufficient, in the event of poor weather (wind, swell), boat breakdown, or the absence of an instructor. Payments will then be fully refunded if rescheduling is not possible.
In the event of direct cancellation by us, participants wishing to rebook their places can do so on the website www.duocean.com. No priority is given, and we do not maintain a waiting list.
Please provide your contact phone number and email address when booking before the outing.
Loss, Theft, or Damage of Objects
DUOCEAN disclaims all liability for the loss, breakage, or theft of any object or personal belongings during the activity. It is each participant's responsibility to take care of their personal belongings.
DUOCEAN Training:
DUOCEAN training courses are only in french. They are payable online, by credit card only, in one installment, and are non-refundable. The right of withdrawal does not apply to the purchase of online courses or training. The training courses are intended for an audience aged 14 and over. Animal sexuality is covered in the training.
The training materials, in any form, are protected by intellectual property and copyright. Their reproduction, in whole or in part, may not be carried out without DUOCEAN's consent. The client agrees not to use, transmit, or reproduce all or part of these documents. DUOCEAN training courses are private and not recognized by the state. They involve the transmission of knowledge acquired since 2012. Please refer to the current prefectural decree for practical guidelines for approaching cetaceans.
Data and Image Rights:
You have the right to access, rectify, or object to your personal data at any time. Simply contact us by email: duocean.reunion@gmail.com
Our outings are filmed, and the videos are posted on social media in "public" mode within two days of the outing. If you do not wish 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 advertising campaigns.
DUOCEAN reserves the right to remove online images from all social media at any time.
Partner Sites:
The user may access, through 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 General Terms and Conditions. The user is therefore invited to read the contractual conditions of use or sale, as well as the privacy policies and any other legal information applicable to these partner or third-party sites.
DUOCEAN has no control over these sites and content, and declines all responsibility for their content or the use made by any third party of the information contained therein. This clause applies to all partner content.
Disputes and Consumer Mediation:
In the event of a dispute between the Client and the company, the latter will endeavor to resolve it amicably (the Client will submit a written complaint to the professional or, if 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 Client 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:
Société Médiation Professionnelle - Alteritae
5, rue Salvaing 12000 Rodez