Cancellation, Date Change Requests and Refund Policy

1. Policy for Cancellations, Date Change Requests and Refunds by Wild Ocean Soul

1.1 Wild Ocean Soul reserves the right to amend any element, or all of a Wild Ocean Soul advertised activity and at any time.

1.2 Paddle boarding and any associated water-based activities offered by Wild Ocean Soul will not be available to beginner paddle boarders between the months of November-February unless under extenuating circumstances such as, but not limited to, unusually warm weather that might reduce any associated risk.

1.3 The safety of Wild Ocean Soul clients, employees and subcontractors is of the highest priority. Wild Ocean Soul reserves the right to cancel and/or postpone an activity and/or request a client to leave an activity if there is any perceived risk to the client and/or Wild Ocean Soul contractors/employees–this might include but is not limited to poor weather and/or water conditions; a Covid-19 outbreak; local/national lockdown; force majeure; anti-social or dangerous behaviour displayed by a client or the general public or non disclosure of a medical condition that impacts our ratios.

1.4 Wild Ocean Soul reserves the right for all qualified instructors (whether employees or subcontractors) to be led by their training, expertise and location knowledge to determine what constitutes a high risk to all parties involved in an activity. Using predetermined operating procedures which include risk assessments and dynamic risk assessments Wild Ocean Soul (and its employees/subcontractors) reserves the right to make the final decision to cancel/postpone an activity if the associated risks are deemed too high and cannot be effectively or satisfactorily mitigated or minimised.
Wild Ocean Soul reserves the right to be led by guidance as set out by national and/or local government and/or relevant governing bodies/insurance providers of the sports, activities and events offered by Wild Ocean Soul in determining if a Wild Ocean Soul activity is deemed at high risk and therefore must be cancelled/postponed.

2. To secure a client Wild Ocean Soul booking all monies must be paid in full and upfront. No activity booking is secure without full payment prior to the scheduled activity date and time.

2.1 All Wild Ocean Soul activity prices quoted, and paid, include a 15% non-refundable deposit. This covers the cost of administering your booking.

2.2 In the event that Wild Ocean Soul need to cancel an activity due to either bad weather/water conditions, a local/national lockdown/law change due to Covid or through force majeure then the client can choose:

2.2.1. To have a full credit toward a future 2022 Wild Ocean Soul activity (either the same or a similar activity), once re-booked and confirmed this constitutes a new booking and will be treated as such, the new booking will be subject to the terms and conditions as outlined here.

2.2.2. A refund of the balance paid after the non-refundable 15% deposit has been deducted.

3. Refund Policy for Date Change Requests and Cancellation by the Client

Refund Policy for Cancellations by the Client

3.1 If the client chooses to cancel a booked and paid for activity with at least 21 days notice Wild Ocean Soul will provide a refund of monies paid less the 15% non-refundable deposit.

3.2 If the original booking was paid with a Wild Ocean Soul gift voucher the client has the option to reschedule the booked activity where the rescheduled booking date falls within the 12 month validity period from the original date of purchase of the gift voucher. Rescheduling of Wild Ocean Soul activities paid for with a gift voucher is limited to one per voucher. After the original booking purchased with a gift voucher has been rescheduled once, the client cannot reschedule the booking again using the value of the gift voucher to secure the new booking.

3.3 If the client chooses to cancel a booked and paid for activity with between 14-21 days notice Wild Ocean Soul will provide a 75% refund of the original price paid. If the original booking was paid with a Wild Ocean Soul gift voucher the client has the option to reschedule the booked session as long as the rescheduled date falls within the 12 month validity period from the original date of purchase of the gift voucher. Rescheduling of Wild Ocean Soul activities paid for with a gift voucher is limited to one per voucher. After the original booking purchased with a gift voucher has been rescheduled once, the client cannot request to reschedule it again and will lose the right to redeem the gift voucher.

3.4 If the client chooses to cancel within 7-14 days of the activity SUP & Soul will provide a 50% refund of the original price paid. If the original booking was paid with a Wild Ocean Soul gift voucher the client has the option to reschedule the booked session as long as the rescheduled date falls within the 12 month validity period from the original date of purchase of the gift voucher. Rescheduling of Wild Ocean Soul activities paid for with a gift voucher is limited to one per voucher. After the original booking purchased with a gift voucher has been rescheduled once, the client cannot request to reschedule it again and will lose the right to redeem the gift voucher.

3.5 Once any rescheduled bookings are confirmed by Wild Ocean Soul, Wild Ocean Soul will treat the booking as a new booking and therefore it is subject to the terms and conditions as outlined here.

3.6 If the client chooses to cancel within 7 days of the activity or does not attend on the day Wild Ocean Soul cannot offer a refund under any circumstances. If the client’s booking was made using a gift voucher Wild Ocean Soul cannot offer a credit or option to reuse the original gift voucher.

4. Policy for Date Change Requests by the Client

4.1 If the client cannot attend the activity originally booked, the client can reschedule the booking to an alternative date (between April-October 2023 only), the client is able to do this, at no additional cost, for up to 21 days prior to the date of the original activity booking. The client can choose to either book onto a future Wild Ocean Soul activity or receive a credit toward a future Wild Ocean Soul activity (between April-October 2023 only).

4.2 Wild Ocean Soul will only offer one date change per booking. If the client chooses to cancel the rescheduled booking, Wild Ocean Soul cannot offer a refund or a credit.

4.3 If the client chooses to change the date of the booking within 7-21 days of the booking they may do so for a fee of £5.

4.4 Wild Ocean Soul will only offer one date change per booking. If the client chooses to cancel the rescheduled booking, Wild Ocean Soul cannot offer a refund or a credit.

4.5 It is not possible to change the date of a booking within 7 days of the booked activity. If the client chooses to change the date of the booked activity within 7 days of the date of the booked activity this will constitute as a cancellation of the existing booking, Wild Ocean Soul cannot offer a refund or a credit in this situation. If the client chooses to make a new booking this must be paid for in full and upfront to secure the new booking. The new booking will then be subject to the terms and conditions as outlined here.

4.6 When the client books and pays for a place on a Wild Ocean Soul activity they are accepting the above stated terms and conditions.

5. Safety, Accessibility and Disclaimer Policy

5.1 It is the responsibility of Wild Ocean Soul to determine and advertise the minimum skill level / physical ability (e.g. physical, swimming or paddle boarding ability) required to attend any water-based Wild Ocean Soul activity and to assess at the time of booking, or soon after, if the client skill level/physical ability is suitable to safely attend the advertised activity. Wild Ocean Soul is committed to this responsibility by asking the client a series of physical and skills based questions that will help Wild ocean Soul determine if Wild Ocean Soul are able and equipped to deliver the activity in a manner that prioritises the safety of all participants partaking in the activity – including all Wild Ocean Soul clients and Wild Ocean Soul employees/subcontractors and, where applicable, members of the general public.

5.2 Wild Ocean Soul is committed to providing activities that are as safe and accessible as possible, regardless of physical ability, health and medical status and existing skill level in any given activity. As such Wild Ocean Soul endeavours to go the extra mile to provide activities that are safe and accessible to all. That said, the team at Wild Ocean Soul cannot cater for any particular and unique client needs, health concerns, pre-existing medical conditions, restrictive physical abilities that have not been well communicated to Wild Ocean Soul – either at the time of booking or prior to the activity taking place. It is therefore the responsibility of the client to provide detailed information and accurate answers about any particular and unique needs, health concerns, pre-existing medical conditions, restrictive physical abilities in a timely, open and honest manner. We cannot stress enough the importance of fully disclosing any health concerns, pre-existing medical conditions, restrictive physical abilities and/or any other important information that could put any persons partaking in a Wild Ocean Soul activity at risk. Wild Ocean Soul is dedicated to going over and above to make all activities as accessible and safe as possible to all clients but the team cannot cater for the unknown and reserve the right to refuse access to an activity if it is deemed unsafe for any and all participants. Either prior to the activity taking place, on the day of the activity taking place or after the activity has already started.

5.3 Wild Ocean Soul will provide each client with access to an online disclaimer form that must be completed by all clients at least 48 hours prior to any booked and confirmed Wild Ocean Soul activity. As such, Wild Ocean Soul is providing clients with ample opportunity to disclose any particular and unique needs, health concerns, pre-existing medical conditions, restrictive physical abilities either at the time of booking, soon after booking or up to 48 hours prior to the activity taking place.

5.4 Wild Ocean Soul reserves the right to determine, prior to or on the day of a scheduled activity, whether it is deemed safe for the client to join the booked and confirmed Wild Ocean Soul activity based on the the information provided in this disclaimer form.

5.5 Failure to either complete the disclaimer form provided by Wild Ocean Soul prior to a booked and confirmed Wild Ocean Soul activity and/or failure to disclose any particular and unique client needs, health concerns, pre-existing medical conditions, restrictive physical abilities that may impact the safety and ability of the client and the safety of any other participants; and/or the ability of any Wild Ocean Soul employees/subcontractors to safely deliver said activity, will result in Wild ocean Soul deciding on the day of the activity whether it is deemed safe to host the client on the water. If the decision is made that it is unsafe for the client, other participants or any Wild Ocean Soul employees/sub-contractors then Wild Ocean Soul reserves the right to ask the client to politely leave the session, and where applicable, the premises.

5.6 If the client is deemed to, whether prior to or during a paddle boarding/water-based session, have unsuitable skills/minimum physical ability required for the level of activity booked, Wild Ocean Soul reserves the right to cancel the client’s activity booking less the 15% non-refundable deposit, and if within 7 days of the activity or if the activity session has already started Wild Ocean Soul reserves the right to ask the client to politely leave the session (if already on the water the client will be accompanied off the water by a Wild Ocean Soul instructor), and at this point no refund will be offered.