We get asked the occasional question here and there, so we’ve answered our most commonly asked questions below. However, if we’ve missed anything, don’t hesitate to get in touch.
Top FAQ's
Our activities go ahead in almost all weathers and we’re experts at maximising the fun, even in the rain. However, we appreciate that not everyone wants to take part when the weather is on the wilder side.
If you would like to cancel because of the weather (when the session is still due to go ahead) providing we are given 7-days notice you will be entitled to a full refund. If we are made aware that you would like to cancel less than 48 hours before your session we will be unable to refund or rebook you. Between those times, 50% credit will be offered.
If you don’t hear from PaddleTime in the run up to your session, please assume that your session is taking place as planned. We always cancel sessions and rebook or refund customers for no charge if we deem weather conditions to be unsafe, no matter the time frame.
Yes, all of our sessions across our range of activities need to be pre-booked.
The age requirements for our activities can differ slightly depending on which of our sites you choose to visit. The body of water where we operate our activities differs from site to site which then effects the minimum age requirement. As a general rule, we require participants to be at least 18+ months for canoeing, and 8+ years for both kayaking and stand-up paddleboarding.
We just ask that you’re dressed for the weather! So when it’s hot we recommend wearing shorts, a t-shirt and a hat to protect you from the sun. A bottle of water and some sunscreen is also advised. For when it’s cold, you’re going to want to layer up, with a waterproof jacket, trousers, hat and gloves to keep yourself warm on the water.
You do not need to wear a wetsuit for our activities, although you can bring your own if you wish.
Although not completely out of the question, our boats are very stable and you are very unlikely to end up in the water on one of our sessions.
In the unlikely event that you do end up in the water, a member of our team will be on hand to get you back into your boat quickly and safely.
You can find your nearest PaddleTime location on our locations page.
If you believe that you are eligible for a refund, please contact our customer service team on 0203 376 6984, or alternatively you can fill out our contact form here.
We welcome dogs on all of our canoeing sessions, however we are unable to accommodate dogs on our kayaking or stand-up paddleboarding sessions.
Covid-19
Providing we are given at least 7 days notice before your booking is due to take place, you will be eligible for a full refund.
If we are given less than 7 days notice we can offer you your booking amount as credit to use at a later date. Any credit issued due to COVID-19 cancellations will not have an expiry date and should only be redeemed when safe to do so.
For groups, if member(s) of your group are unable to attend due to COVID-19, only those affected will be eligible for credit and/or a refund.
If PaddleTime have to cancel your session due to COVID-19 e.g. one of our instructors comes down with COVID-19 and is unable to deliver your session, we will issue you a full refund.
No, you do not have to wear a mask on our activity sessions although you are more than welcome to do so.
Although no longer required, we advise that you continue to stay at a safe 1-metre distance from others during your time with us.
We’ve increased the cleaning of all of our kit and there will be hand sanitiser available to our guests at all of our sites.
There may be times when we need to break social distancing rules, e.g. if a customer should capsize and needs to be helped back into their boat. You will be advised of this possible eventuality before you take part in the session.
Gift Vouchers
You can purchase our gift vouchers for an amount of your choice. There are no limitations when it comes to a minimum or maximum amount. We recommend matching it to the price of one of our activities. so that the cost is covered for your lucky recipient.
Our gift vouchers are valid for 12 months from the date of purchase.
Our gift vouchers are single use meaning that unfortunately we’re unable to leave an amount on the vouchers, or issue change for unspent value. We recommend you try to use the full amount when booking so you don’t miss out!
We don’t currently offer physical vouchers. When you purchase your gift vouchers they’ll be emailed to you so that you can print them off to give to your recipient.
You can head over to our gift vouchers page where you can purchase your vouchers online.
We’re unable to match your gift voucher to a specific activity, however you’re more than welcome to choose an activity from our website and match the gift voucher value to that specific activity. We can always help you with this if you’re unsure, just pop us a call on 0203 376 6984.
Our gift vouchers are non-refundable and cannot be exchanged for a monetary amount.
Unfortunately we are unable to reissue or replace misplaced vouchers.
Groups
Yes we require a minimum of 8 people for our group sessions and activities. When it comes to our maximum numbers, we’re yet to reach our limit so get in touch and we’ll see what we can do.
We tailor each of our team building events to the specific needs of the group. If you have particular aims or objectives, just let us know! To give you an idea though, our team building events usually consist of a fun-filled, 3-hour session designed specifically for your group and a bring your own lunch. Visit our team building page to find out more and let us know about your event requirements.
Yes, we can provide you with full risk assessments for all of our activities. Get in touch and we can get these sent over to you.
The cost of your event depends on what kind of group you are. We suggest you navigate to our groups page and get in touch via the group page that’s most relevant to you. We’ll then be able to provide you with a quote.
Yes, we’ll ask for a 50% non-refundable deposit to secure your group event with us. We’ll then get back in touch 2 weeks prior to your activity or event to confirm your final numbers and collect the remaining amount. We’ll base your 50% deposit amount on the number of participants confirmed at the time of booking.
Should a booking be made within 2 weeks of the date of arrival, the whole fee is required at the time of booking.
We recommend that you navigate to our groups page and fill in the contact form on the specific group page that is most relevant to you. We’ll then provide you with a quote and providing you’re happy, we can then issue you a 50% deposit invoice to secure your event.
Full payment is due 2 weeks before your event.
Alterations to participant numbers must be made no later than 2 weeks prior to your activities when you will receive your final balance invoice. In the case that numbers do change within 2 weeks of your activity, it’s at the discretion of PaddleTime Ltd to accommodate this.
If any cancellation brings the number in your group below the minimum number to qualify for a particular price, then the price will be adjusted accordingly.
In the event of a cancellation, we must receive this in writing no later than 2 weeks before your activity. Full payment will be still required for cancellations made with less than 2 weeks notice.
Booking and Preparation
We just ask that you’re dressed for the weather! So when it’s hot we recommend wearing shorts, a t-shirt and a hat to protect you from the sun. A bottle of water and some sunscreen is also advised. For when it’s cold, you’re going to want to layer up, with a waterproof jacket, trousers, hat and gloves to keep yourself warm on the water.
You do not need to wear a wetsuit for our activities, although you can bring your own if you wish.
You can book all of our open sessions on our website. For groups, we recommend that you navigate to our groups page and fill in the contact form on the specific group page that is most relevant to you. We’ll then provide you with a quote and providing you’re happy, we can then issue you a 50% deposit invoice to secure your event.
Yes, all of our sessions across our range of activities need to be pre-booked.
You can find your nearest PaddleTime location on our locations page.
Activities with PaddleTime vary depending on the type and length of the session that you are booking. You can find the prices for all of our activities on their individual activity pages.
If you’re a group, get in touch on one of our group pages and we’ll provide you with a bespoke quote, depending on what it is you’re after.
We do welcome pregnant women on our sessions, however we always recommend that you check with your doctor beforehand.
It’s worth noting that you will be required to wear a buoyancy aid for the entire duration of your session, which for heavily pregnant women, can be quite uncomfortable and may impact your enjoyment of the session. In this instance we would advise that you not take part.
Our activities do require some degree of physical fitness, however guided tours in particular are gentle, relaxing and beginner-friendly.
It’s worth noting that you will be required to be able to sit comfortably in your craft, so we advise that those with back pain not take part.
For any pre-existing medical conditions, you are required to bring along any medication that you may need. Failure to do this may result in you not being able to take part in your activity, with no refund given.
You will be required to state any medical conditions upon booking so that your instructor is aware on the day of your activity.
Our activities go ahead in almost all weathers and we’re experts at maximising the fun, even in the rain. However, we appreciate that not everyone wants to take part when the weather is on the wilder side.
If you would like to cancel because of the weather (when the session is still due to go ahead) providing we are given 7-days notice you will be entitled to a full refund. If we are made aware that you would like to cancel less than 48 hours before your session we will be unable to refund or rebook you. Between those times, 50% credit will be offered.
If you don’t hear from PaddleTime in the run up to your session, please assume that your session is taking place as planned. We always cancel sessions and rebook or refund customers for no charge if we deem weather conditions to be unsafe, no matter the time frame.
No! We’ll kit you out with all of the safety kit required to take part in our activities, which includes a buoyancy aid.
This means that in the unlikely event that you do end up in the water, you’ll not only float, but a member of our team will also be on hand to help you get back into your boat quickly and safely.
We ask all participants to arrive 30 minutes before your session start time. This allows for everyone to arrive in good time as well as to get everybody kitted up and safety briefed before the session starts.
We allow a 30 minute pre-arrival time to allow plenty of time for everybody on your session to arrive.
Sessions start promptly and late arrivals and/or no shows constitute as a cancellation and will be treated as such. No refunds or re-bookings will be given.
The nature of our sessions is that we cover some distance, which in most cases is either far away from the riverbank or around the river bend. This means that any spectators that you bring along will not be able to see you. Because of this, we advise against bringing spectators so as to avoid any disappointment.
Terms and Conditions
If you would like to cancel your activity, providing we are given 7 days notice, you will be eligible for a full refund.
If we are made aware that you wish to cancel your activity less than 48 hours before your session we will be unable to refund or rebook you.
Cancellations made between 7 days to 48 hours prior to your activity will be entitled to 50% credit.
For groups, we have a different set of terms and conditions which you can find here.
Providing we are given at least 7 days notice before your booking is due to take place, you will be eligible for a full refund.
If we are given less than 7 days notice we can offer you your booking amount as credit to use at a later date. Any credit issued due to COVID-19 cancellations will not have an expiry date and should only be redeemed when safe to do so.
For groups, if member(s) of your group are unable to attend due to COVID-19, only those affected will be eligible for credit and/or a refund.
If PaddleTime have to cancel your session due to COVID-19 e.g. one of our instructors comes down with COVID-19 and is unable to deliver your session, we will issue you a full refund.
If you don’t hear from PaddleTime in the run up to your session, please assume that your session is taking place as planned. We cannot issue refunds, rebookings or credit to those that decide not to take part due to bad weather, when PaddleTime deems conditions safe enough to go ahead.
We always cancel sessions and rebook or refund customers for no charge if we deem weather conditions to be unsafe.
Looking to get out on the water? We offer a whole host of water-based adventures for all ages and abilities.
Not sure where to paddle near you? We have a variety of PaddleTime locations across the UK.
