Refund Policy & Procedure for Day Paddles

These terms do not apply to She SUPs Overnight Trips & Retreats, please see the Trips Terms and Conditions HERE.

 

SUP Confidence Lessons, Half-Day Paddles, Sunrises & Other Day Paddles

Clients will obtain a refund or credit if:

  • the client notifies She SUPs at least 72 hours prior to the time of the activity that they wish to cancel a session. In circumstances where the activity is a special one-off event or SUP experience, an administration fee of 30% may be charged.

  • She SUPs cancels the tour due to unsuitable or dangerous conditions. 

  • Note - no refund will be offered if it rains but the conditions are still deemed safe by the instructor.  

Transfers to another paddle:

  • If you wish to transfer your booking to another date or paddle type, this will be considered if you notify She SUPs at least 7 days before the session is due to commence. Transfers are only allowed ONCE, and if you cannot make the new date you transfer to, you will forfeit the tour fee and no refunds or credits will be provided.

  • No transfers will be offered if a paddler cancels their Lesson, Social, Sunrise or Other Day Paddles on the morning of or day before their paddle due to illness.

Private Group Bookings (Birthdays, Corporate Groups and Other)

When making a private group booking of 2-8 people, a deposit must be paid in advance to secure the date a client wishes to book. The rest of the private group booking fee must have paid upfront via a payment link or bank transfer at least 45 days before the private booking to confirm the booking. If this is not received at least 45 days before the private booking, the client risks losing their preferred date and the amount received will be held as a credit if required to pick an alternative date. If the booking is within 45 days, the full amount must be paid upfront via payment link or bank transfer.

Clients will obtain a refund or credit if:

  • the client notifies She SUPs at least 14 days before the activity that they wish to cancel a session. All group members will receive a refund minus an administration fee of 20% of the total group booking fee.

  • the client notifies She SUPs at least 8 days before the activity that they wish to cancel a session. All group members will receive a refund minus an administration fee of 35% of the total group booking fee.

  • She SUPs cancels the tour due to unsuitable or dangerous conditions. 

  • If the client notifies She SUPs within 7 days of the activity that they wish to cancel, no refund will be offered, but in some circumstances a credit or transfer may be possible.

To the extent permitted by law, any refunds are at our absolute discretion. We do not provide refunds for your change of mind, or where you failed to provide us with adequate information. On occasion we may permit you to transfer to another date or hold a credit for a future date. 

Any transfers to other dates are at our sole discretion and are subject to availability. Any transfer requests received within 14 days notice before the booking will result in the cancellation policy above being applied, and then any potential refund as per that cancellation policy being able to be transferred.

No refund will be offered if it rains or is overcast but the conditions are still deemed safe by the instructor.  

Cancellations & weather

Participants will hear from us if we need to cancel a session due to the weather. Participants must assume the paddle/lesson/tour is going ahead if they do not hear from She SUPs otherwise. If weather conditions cause us to cancel the paddle/lesson/tour we will seek to reschedule or credit/refund those paddlers who cannot make the rescheduled date. 

If water and weather conditions become unsafe during the activity, the instructor may modify the activity and undertake activities on the shore rather than in the water, or the activity may be rescheduled for another time. 

Block/ package bookings

If the client has paid for a block of lessons at a discounted price, the refund will be based on the total amount paid less the lessons already delivered calculated at the undiscounted lesson price.

Drugs and alcohol policy

No refund is offered if the client refuses to comply with the She SUPs policy and the Instructor determines the client cannot participate in the activity (e.g. client is under the influence of drugs or alcohol)

Medical conditions

If the client advises the Instructor of a major medical condition such that the Instructor decides that it would be unsafe for the client to participate in the activity, a full credit will be offered. 

If the Instructor becomes aware of a client’s medical condition after the lesson has commenced, such that the Instructor determines it is unsafe for the client to continue in the activity, no refund or credit will be offered.

Conduct

She SUPs prides itself on being a safe space for women. Therefore clients must conduct themselves appropriately at our Lessons and Paddles. If you engage in any of the following we may, at our sole discretion, prohibit your entry or revoke your permission to be in attendance at our Paddles. 

  • any inappropriate or offensive conduct including but not limited to, any insults or profanity, conduct that is religiously, racially, or sexually offensive, or threatening or abusive, any behaviour that is recognised as bullying or offensive towards other women; 

  • any illegal conduct including, but not limited to, anything defamatory; 

  • any immoral conduct including but not limited to, anything pornographic or obscene;  

  • any conduct that impersonates any other person or misleads other attendees; 

  • any dangerous conduct; 

  • any overly inebriated conduct or intoxication where you are being disruptive; 

We cannot be held responsible for the actions or behaviour of other guests in your session.  

You further accept all liability for any Loss or Damage caused by you or any member of your party during the Paddle, including, but not limited to any property damage to SUP equipment. Payment for any loss or damage must be made to us or our Third-Party Partner at the time that it occurs or as soon as is reasonably practicable thereafter. If the cost is not known at the time, we will reasonably estimate it and if this reasonable estimate exceeds the amount paid, you must pay the difference once known, and if it is less, the difference will be refunded to you.   

Our Instructors & Hosts

Our Paddles are run by a Qualified SUP Instructor and/or Host. The decision of the Qualified SUP Instructor on duty is final on all matters relating to safety or wellbeing and conduct of any participant on the paddle. Where you fail to comply with a decision made by a Qualified SUP Instructor, or interfere with the wellbeing or mobility of the Qualified SUP Instructor, they may direct you to leave the paddle session immediately, without refund. We may also, at our sole discretion, choose not to permit your future participation on a further She SUPs Paddle. 

Waivers

You will be required to sign a waiver form for all She SUPs lessons, tours and overnight trips. Non-completion of this waiver will result in non-participation in the lesson or tour.

Gift Vouchers

Gift vouchers must be used by expiry date unless other arrangements have been made. No refund is offered once the gift voucher has been purchased however the gift vouchers are transferable to other people.

Product Purchase

Up to 30 days from date of purchase the client can:

  • obtain a 100% refund for products purchased should they be damaged or faulty.

  • exchange for products that are unsuitable.

To discuss a particular scenario, experience or to request a refund, please email vikki@shesups.com.au.