COVID-19

The Paddle Shack has a duty of care to safeguard you, our staff and the general public. The government has removed remaining domestic restrictions in England, but COVID-19 hasn't gone away just yet. There are still steps we are taking to reduce the risk of catching and spreading COVID-19, and ask all our clients to do the same:

  • Online bookings and contactless payment

  • If you have any symptoms, or you test positive for COVID-19, please stay at home if you can and avoid contact with other people. Tell us so we can try to reschedule or refund your booking. 

REFUND POLICY

All our sessions (except private groups or 1-to-1) require a minimum of 2 people to go ahead. If minimum numbers are not reached, alternatives will be offered. 

Refunds or credits will be only be offered under the following conditions:

  • Full refund if the booking is under or equal to £200 and you notify The Paddle Shack at least a full 72h prior to the time of activity.

  • Full refund if the booking is over £200 and cancelled at least a full 7 days prior to the activity start time. 

  • Full refund if the Paddle Shack or Instructor cancels the activity due to unsuitable or dangerous conditions.

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

Note: no refund will be offered if it rains. 

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

COMPLAINTS POLICY

The Paddle Shack is committed to effectively, efficiently, promptly and fairly handle all complaints about its services and products. Any complaints will be treated seriously, investigated thoroughly and dealt with according to the merit of the complaint.

Clients may make a complaint by telephone or in writing to the Director of ASI at Head Office: 

Academy of Surfing Instructors (ASI) Ltd

14-15 Dowren House, 3-5 Foundry Lane,

Hayle, Cornwall TR27 4HD

Telephone: 01736 756884

Email: uk@academyofsurfing.com

Further details of the Complaints Policy and Procedure can be found here:

www.academyofsurfing.com/cms/complaints