Booking terms and conditions

Please read these terms and conditions carefully before making a booking:

1. Booking

Individual bookings are secured by full payment.

Group bookings are secured by full payment or a £10 pp non-refundable deposit.

You can secure your booking with payment online, BACS or on the phone by credit or debit card.
We will send you a confirmation email with session details and a link to our joining instructions.

2. Safety and consent

Prior to the activity starting, you will be asked to sign our participation statement in which you acknowledge the associated risk and disclose relevant medical information. We cannot accept people thought to be under the influence of alcohol or drugs prior to and during the activity. Our SUP boards have a maximum weight limit of 120 kg.

If in our opinion the participant is not considered to be sufficiently well, fit or able to take part in their activity, we reserve the right to exclude them from the activity at any time, in which case SUP Bristol will not accept liability for any damages, loss or expenses, and fees paid will be non-refundable.

If participants choose to ignore reasonable instructions, SUP Bristol’s instructors have the right to exclude them from the whole or part of their session and cannot accept any responsibility for any liability, loss or expenses, or damages arising as a result.

3. Liability

SUP Bristol instructors will always prioritise customer safety. We will not accept liability for personal injury that happens as a result of participants not following instructions. We have Public Liability insurance and personal insurance is optional.

4. Under 18s

For under 18’s, the our registration form should be completed by a parent or guardian. By signing on behalf of a minor, you agree to act ‘in loco parentis’.

By booking a family session, you confirm that children are aged between 8-17 years old.

By booking a public session (such as harbourside adventure, taster or members session), you confirm that participants are 18 years or older. This is stated clearly on the booking pages.

We reserve the right to exclude minors booked on public sessions, in which case SUP Bristol will not accept liability for any damages, loss or expenses, and fees paid will be non-refundable.

5. Cancellation by SUP Bristol

We aim to run all sessions as planned. However, in rare cases of extreme weather or staff sickness, we may have to amend or cancel your session.

If we have to cancel your session we will rearrange it for a future date, or offer a credit note valid for 12 months. If neither option is suitable we will refund your booking in full.

6. Cancellation by customer

Refunds

There may be rare cases where you need to cancel your session. We will refund your session(s) subject to the list below:

Over 6 weeks before – Refund less £10pp (non-refundable deposit)
Up to 6 weeks before – No refund

Rescheduling

We will reschedule your session subject to the list below and try get you on the water on the date of your choice subject to staff availability:

Over 6 weeks before – Refund less £10pp (non-refundable deposit)
Up to 6 weeks before – No refund
Members sessions – Reschedule with a week’s notice (no refund)

To reschedule your session or request a refund please email [email protected]

We understand that sometimes plans change at last minute that can’t be helped. However, spaces for all of our sessions are limited and cancellations at last minute make it difficult to resell spaces. If you let us know later then the notice period above we will try to resell your spaces. Only if we can resell your space will we offer a free reschedule. We will not offer a refund in this case.

7. Lateness policy

Our sessions start promptly at the agreed time. Participants are advised to arrive ten minutes early prior to pre-booked or instructed session start time to allow time for check-in.

Private group sessions

Groups who arrive after their pre-booked start time will not be permitted to extend the duration of their session. We will not offer a refund in this case.

Public sessions

Individuals who arrive late for their session are not permitted to join the session. We will not offer a refund in this case.

Members sessions

Members who arrive late for their session are not permitted to join the session. We will not offer a refund in this case.

8. Refunds

Refunds for online bookings may only be made to the original purchaser onto the card used to purchase the slot. If the card is no longer valid, refunds may be done by BACS transfer into the account of the purchaser.

9. Refunds due to COVID-19

All participants need to sign our participation statement prior to paddling, confirming that you have no symptoms of COVID-19 and you have not been in close proximity with anyone with symptoms in the last 14 days.

If you have covid-19 symptoms within 48hrs of your pre-booked slot, please follow NHS guidelines and stay at home and order a free test. To receive a refund for your pre-booked slot we require you to forward your test results. Refunds will be given for a positive or negative result – we simply require you to have this proof of symptoms.

We cannot offer refunds for general illness.

If you are contacted by a track and tracer and need to self-isolate at home so can’t make your booking, you will also be eligible to a refund but will need to send us some evidence of the isolation request.

10. Non-attendance

Intro and group sessions: No refund or credit will be given for non-attendance

Members: If members miss a booking they will be charged as usual

Class pass holders: If members miss a booking they will be deducted a class as usual

11. Personal belongings

We can store your belongings while you are on the water. Items left in our care are stored in a locked building at the owner’s risk. Personal items taken on our sessions remain your responsibility.

12. Sharing of information and photos

We will never sell, rent or lease our customer information to third parties.

To provide you with a souvenir of your experience we upload photography and video content taken during our activities to our photo sharing site (photos.supbristol.com). This is not an advertised service and we don’t promise photos. As such we do not offer a refund if photos are not provided. 

Very occasionally we may use photos taken on sessions on our social media sites and other promotion. If you’d prefer not to be featured please make this clear by ticking the box your registration form.

13. Gift vouchers

Gift vouchers are paid in full at the time of purchase and are redeemable by any person. Vouchers are valid for a session up to 12 months from their purchase date and are redeemed online. Gift vouchers are non-refundable.

14. Natural disasters policy 

No refunds will be offered if cancellation is due to an unforeseeable natural disaster or ‘act of God’. Specifically no refund will be offered if there is a local or national lockdown or we are forced to temporarily close due to COVID-19. We will of course honour your booking going forward. We will offer you a credit note which will enable you to re-book for any of our sessions in the future and will be valid for 1-year from date of the cancelled session.

If your booking was before April 2020 the terms and conditions agreed to at the time of booking will apply. 

15. About these terms

We may modify this policy and any terms that apply to our services to reflect changes to the law or changes to our services. The applicable terms and conditions will always be available on our website. By continuing to use our services you agree to the current terms and conditions as stated on our website.