Terms and Conditions

All WhatSUP Training courses are staffed by appropriately qualified instructors.

Staff to student ratios are in accordance with the National Governing Body guidelines.

Session Location

a. **Location Details:**

i. Please refer to your booking confirmation email for specific details regarding the session location.

b. **Variability:**

i. Session locations may vary based on the activities booked, river levels, and weather conditions.

c. **Primary Waterway:**

i. The primary waterway regularly used for our activities is the River Nene and associated backwaters.

Equipment and Clothing

a. **Footwear and Sportswear:**

i. For all activities, participants are required to wear suitable footwear such as old trainers or wet shoes, along with suitable sportswear (e.g., leggings, tracksuit bottoms, shorts) and/or swimwear.

ii. Jeans or heavy clothing are not acceptable, and participation may be declined if clothing is deemed inappropriate or poses a safety risk.

b. **Wetsuits and Drysuits:**

i. WhatSUP Training does not provide wetsuits or drysuits.

C ** Change of Clothing**

It is recommended that participants bring a change of clothes and a towel, as getting wet is possible.
No changing rooms are provided at any venue for use by customers

c. **Personal Equipment:**

i. If you wish to use your own equipment, we encourage you to do so.

ii. Participants may bring their own wetsuit, drysuit, buoyancy aids (excluding waist belt/bum-bag types), and paddleboard equipment, subject to approval by the supervising instructor.

iii. Please indicate on the booking form if you intend to bring your own equipment.

b. ** Condition of user provided equipment**

i. If WHATSUP Training deems your kit or equipment unsuitable or has a safety concern, you will be:

ii. required to use our equipment for your service.

iii. removed from the session where no equipment is available.

c **Minimum safety equipment**

We require all customers to wear a buoyancy aid and quick release waist belt when on the water.

Our paddleboards have a maximum weight limit of 150 kg.

Health and Safety considerations

Customers with Disabilities or Medical Conditions:

i. Anyone with a medical condition must seek medical advice before considering participation in any activity provided by WhatSUP Training. Please contact us to discuss your needs before booking.

ii. It is the participant’s responsibility to ensure that their health condition does not pose a risk to themselves or others during the course.

Individual Needs Assessment:

i. If you have a disability or medical condition that may affect your ability to participate in our activities, please contact us to discuss your needs before booking

b. **Adaptations for Disabled Participants:**

i. While not all activities may be suitable for all disabled participants, we are committed to working with you and our instructors to assess individual needs and make reasonable adaptations where possible.

c. **Medical Conditions Disclosure:**

i. Participants are required to inform us of any medical conditions such as asthma, epilepsy, severe allergic reactions (this is not an exhaustive list), to ensure we can provide appropriate support.

d. **Pregnancy and Watersports Sessions:**

i. Due to the risk of falling into water and difficulties with re-mounting the board, we do not recommend participation in our watersports sessions for those who are pregnant.

ii. If you decide to participate while pregnant, your session may be adapted to accommodate your needs, such as kneeling or sitting throughout.

e. **Physical Demands and Advice:**

i. It’s important to note that these sessions are physical and can be tiring. If you are in doubt about participating due to an existing medical condition, please seek advice from your doctor.

F. **Notification of Serious Conditions or Disabilities:**

i. Participants with serious conditions or disabilities that may impact their ability to engage in activities are required to contact us before making a booking. This proactive communication allows us to discuss individual needs and make reasonable adjustments to enhance the participant’s experience.

Participants with known severe allergies requiring the use of an EpiPen

a. **Participant Responsibilities:**

i. Participants with known severe allergies requiring the use of an EpiPen must inform WhatSUP Training before participating in any activities.

b. **EpiPen Availability:**

i. Participants with severe allergies must carry their own EpiPen during the entire activity.

c. **Emergency Response Plan:**

i. WhatSUP Training must be informed of the location of the participant’s EpiPen and any specific emergency response procedures.

d. **Instructor Awareness:**

i. Instructors will be briefed on participants with severe allergies and the location of their EpiPens before the activity.

e. **Risk Acknowledgment:**

i. Participants acknowledge the inherent risks associated with severe allergic reactions and understand that they are responsible for their own safety.

f **Reservation Disclaimer:**

i. If a participant fails to notify us of a Serious Medical condition or disability, which will affect their ability to take part in the activity before booking, where WhatSUP Training are unable to make reasonable adjustments to accommodate their needs, WhatSUP Training reserve the right to cancel the booking.

On or near the water

a. ** For water-based activities, all participants must:**

i. – Be able to swim a minimum of 25 meters.

ii.- Feel confident swimming in open water.

b. **All participants must wear a suitable and correctly fitted buoyancy aid during water-based activities.**

i. The buoyancy aid must meet the current safety standards and recommendations set forth by National Governing Body guidelines.

c. **Proximity to water**

i. No person must be within three meters (3M) of the water’s edge, without wearing a suitably fitted buoyancy aid.

ii. The buoyancy aid must meet the current safety standards and recommendations set forth by National Governing Body guidelines.

d. **Eyewear Recommendations**

i. It is strongly recommended that participants do not wear glasses of any kind during activities, as they can pose a hazard to the participant. If a participant chooses to wear glasses, they must accept the risk of injury and take full responsibility for any resulting injury, loss, or damage to the glasses.

ii. Participants may opt to wear contact lenses as an alternative.

e. **Safety Compliance**

i. Participants are expected to comply with all safety guidelines and instructions provided by WhatSUP Training instructors. Failure to adhere to safety recommendations may result in removal from the activity, fees may not be refunded.

Flat Water Stand-Up Paddle boarding Age Requirement:

a. **Minimum Age Requirement:**

i. Participants must be 11 years of age or older to engage in Flat Water Stand-Up Paddle boarding activities with WhatSUP Training.

b. **Age Verification:**

i. WhatSUP Training reserves the right to verify the age of participants before the commencement of any activity.

c. **Non-Compliance Consequences:**

i. If any person booked for a trip or activity is found to be under the specified minimum age, WhatSUP Training reserves the right to withhold the provision of services.

ii. In such cases, no refund will be given for the booking.

d. Accompaniment for Under 18’s:

i. Participants under the age of 18 must be accompanied by a parent or guardian at all times during Flat Water Stand-Up Paddle boarding activities.

e. Responsibility of Parent or Guardian:

i. The accompanying parent or guardian is responsible for ensuring the safety and well-being of any participant under the age of 18, during the activity.

ii. The accompanying parent or guardian is responsible for ensuring any participant under the age of 18 complies with all rules and instructions set out by WhatSUP Training, during the activity.

Insurance

a. **Participant Awareness of Risks:**

i. All participants must be fully aware of and accept the inherent risks associated with outdoor activities. It is the responsibility of participants to assess their own abilities and comfort level with the potential risks involved.

b. **Public Liability Insurance:**

i. WhatSUP Training maintains £5 million in public liability insurance to cover unforeseen incidents during our courses. Detailed information about this insurance is available upon request.

c. **Personal Holiday Insurance:**

i. Participants are strongly advised to arrange their own personal holiday insurance to cover potential issues such as trip cancellations and personal injuries. WhatSUP Training does not provide coverage for these circumstances.

d. **Loss or Damage to Property:**

i. WhatSUP Training assumes no liability for any loss or damage to participants’ property, or for personal injury that happens as a result of customers not following instructions regardless of the cause, while participating in a course organised by WhatSUP Training.

Bookings and Payments

a. **Acknowledgment:**

i. By making a booking, you acknowledge and agree to abide by our terms and conditions.

b. **Online Booking:**

i. Full payment is required at the time of booking for all reservations regardless of group size.

c. **Small Group Bookings (4 persons or less):**

i. Full payment is required at the time of booking for all reservations.

d. **Large Group Bookings:**

i. For large bookings (5 or more persons), a minimum of a 50% deposit may be accepted to secure the booking.

ii. The remaining balance is due one month before the scheduled activity.

e. **Bookings Within One Month:**

i. If the booking is made within one month of the activity, regardless of group size:

– Full payment is required at the time of booking.

f. **Payment Methods:**

i. We accept only card payments or any other e-payment system accepted by our booking system

g. **Cancellation Policy:**

i. Please refer to our cancellation policy for information on refunds and cancellations.

Cancellations:

Cancellations by WhatSUP Training.

a. **Safety and Uncontrollable Factors:**

i. While WhatSUP Training makes every reasonable effort to deliver activities, WhatSUP Training reserves the right to cancel or modify activities due to safety considerations, adverse weather, Strong flow or other factors beyond our control.

ii. We will always try and do this 48 hours in advance, with a minimum of 24 hours notice.

b. **Options for Participants:**

i. In the event of a cancellation, WhatSUP Training is committed to providing alternative dates within a reasonable timeframe in case of cancellation due to safety considerations, adverse weather. Participants will be offered the option to re-book the intended activity for a new date.

c. **Communication of Cancellations:**

i. Participants will be promptly notified of any cancellations or modifications via the contact information provided during booking.

d. **Refund Policy:**

i. Please refer to our refund policy for information on potential refunds in case of cancellations.

Cancellations by you

**Online Booking & Small Group (4 persons or less) Cancellations:**

i. If participants cancel all or part of their booking more than one month before the scheduled activity, no refund will be provided. WhatSUP Training will endeavour to offer an alternative date, within the season.

b. **Deposit Policy:**

i. Your deposit is non-refundable.

c. **Large Group Cancellations More Than One Month Before Visit:**

i. If you cancel your booking more than one month before your visit, no further payment will be due. WhatSUP Training will endeavour to offer an alternative date, from a full cancellation, within the season, subject to payment of the remaining balance.

ii. If you reduce your group booking size more than one month before your visit, no further payment will be due for these removed participants.

d. **Large Group Cancellations Within One Month of Visit:**

i. If you cancel all or part of your booking within one month of your visit, the full balance of the activity or trip is still due, and no refund will be given.

e. **Personal Holiday or Activity Insurance:**

i. We strongly recommend that participants take out personal holiday or activity insurance to cover potential cancellations.

f. **Large Group Bookings:**

i. When booking on behalf of a group, we recommend booking for the minimum number in the party and adding others as they confirm.

g. **Last Minute Bookings:**

i. For last-minute bookings, we need to know your final group numbers at the time of booking.

Pandemic related lockdown cancellations

a. **Lockdown Restrictions:**

i. If a national or local lockdown restricts our ability to run a course or activity that you are booked onto, we acknowledge the exceptional circumstances beyond our control.

b. **Options for Participants:**

i. In the event of a pandemic-related or COVID lockdown cancellation, participants will be offered the choice of:

– Rescheduling the activity for an alternative date, or

– Receiving a refund for the affected booking.

c. **Communication of Changes:**

i. Participants will be promptly informed of any pandemic-related or COVID lockdown-related changes via the contact information provided during booking.

Natural disasters
a. **Act of Good**

No refunds will be offered if cancellation is due to an unforeseeable natural disaster or ‘act of God’.
Depending on the service, we will offer you an alternative location, alternative activity or offer you a credit voucher which can be redeemed against our services and will be valid for 12 months from date of the cancelled service.

Refund Policy:

a. **Cancellation by WhatSUP Training:**

i. In the event that WhatSUP Training cancels a booked activity, participants will be offered the option to reschedule for an alternative date or receive a full refund.

ii. Customers will receive a full refund or credit with 24 hours notice of cancellation.

b. **Online & Small Group (6 persons or less) Booking Cancellations:**

i. If participants cancel all or part of their online booking more than one month before the scheduled activity, no refund will be provided. WhatSUP Training will endeavour to offer an alternative date, within the season.

ii. If participants cancel all or part of their online booking less than one month before the scheduled activity, no refund will be provided.

c. **Large Group Booking Cancellations.**

i. If participants cancel all or part of their booking more than one month before your visit, no further payment will be due. Any amount already paid (excluding the deposit amount) will be refunded. WhatSUP Training will endeavour to offer an alternative date, from a full cancellation, within the season, subject to payment of the remaining balance.

ii. If participants cancel all or part of their booking within one month of the scheduled activity, the full balance is still due, and no refund will be given.

iii. If group numbers reduce within one month of the activities, the full balance for the total number of places booked will still be due and no refund will be given.

iv. If group numbers reduce more than one month before the activities, the outstanding balance will be recalculated to take into consideration this decrease in participants. No refund will be given for deposits already paid.

d. **Failure to Meet Requirements:**

i. In all cases where participants fail to meet specified requirements, such as age restrictions or health conditions, resulting in the inability to participate, no refund will be provided.

e. **Refund Process:**

i. Refund requests must be submitted in writing within 14 days to WhatSUP Training.

ii. Refunds will be processed and issued via the original payment method within 24 hours of receiving a valid refund request.

f. **Non-Attendance:**

i. Participants who do not attend a scheduled activity without providing prior notice will not be eligible for a refund.

g. **Refund Disputes:**

i. Any disputes regarding refunds will be handled on a case-by-case basis, and WhatSUP Training reserves the right to make the final decision.

Drink and Drugs

a.**Right to exclude**

i. WhatSUP Training reserve the right to refuse participation to anyone considered to be intoxicated or under the influence of alcohol or drugs.

ii. WhatSUP Training is committed to maintaining a safe and conducive learning environment. The use of alcohol and illegal drugs is strictly prohibited during any training courses or related activities.

b. **prohibited substance on sessions**

i.Participants are expected to refrain from the consumption of alcohol and illegal drugs before, during, and immediately after training sessions. Any participant found in violation of this policy may be asked to leave the course, and their participation fees may not be refunded.

c. ** Prescription medications**

i. The consumption of prescription drugs should be disclosed to instructors if it may impact the participant’s ability to fully and safely engage in the activity.

ii. Participants are responsible for ensuring that any medication they take does not pose a risk to themselves or others.

d. ** Right to take action**

i. WhatSUP Training reserves the right to take appropriate action, including legal measures, in response to any violations of this alcohol and drugs policy.

Behaviour

a. **Commitment to respect**

i. WhatSUP Training is committed to providing a positive and respectful learning environment.

ii. We do not tolerate any form of bad or abusive behaviour, including but not limited to harassment, discrimination, intimidation, or any conduct that disrupts the learning experience for others.

b **courtesy**

Participants are expected to treat instructors, staff, and fellow participants with courtesy and respect.
Any behaviour deemed inappropriate, disruptive or any actions that endanger themselves and others, may result in immediate removal from the course, without refund.

c. **right to take action**

i. WhatSUP Training reserves the right to take appropriate action, including legal measures, in response to behaviour that violates these standards.

Mailing List

a. **Opt-In:**

i. By participating in our activities, you will be automatically added to our mailing list to receive occasional offers and news.

b. **Opt-Out Option:**

i. You can opt out of receiving these emails at any time by using the ‘unsubscribe from this list’ link located at the bottom of the emails.

Photographs and Videos for Marketing Purposes:

a. **Media Capture Consent:**

i. By participating in our activities, you grant WhatSUP Training the right to capture photographs and videos during the sessions.

b. **Marketing Use:**

i. You acknowledge and agree that these photographs and videos may be used by WhatSUP Training for marketing and promotional purposes, including but not limited to our website, social media, brochures, and other marketing materials.

c. **No Third-Party Marketing:**

i. Your information, including photographs and videos, will not be used for third-party marketing purposes.

d. **Opt-Out Option:**

i. If you prefer not to have your images or videos used for marketing purposes, please notify us in writing before the commencement of the activity.

Customer Care

a. **Positive Feedback:**

i. If you have a great time, we would love to hear about it! Your positive feedback is valuable to us, and it motivates us to continue delivering exceptional experiences.

b. **Constructive Feedback:**

i. In the event that you believe we can make improvements or encounter any issues, please inform us as soon as possible. Your constructive feedback is essential, and it enables us to address concerns and enhance our sessions.

c. **Commitment to Improvement:**

i. We are dedicated to ensuring you have a fantastic time, and your feedback plays a vital role in our ongoing efforts to review and improve our sessions.