Terms and Conditions

These terms and conditions apply in place of, and prevail over, any terms and conditions contained or referred to in any communication from the customer or implied by custom or practice. Other terms and conditions are expressly rejected by PaddleTime Ltd. These terms and conditions were updated on 22/07/2022.

1. General bookings (including courses and individuals)

a. The contract shall be formed when PaddleTime Ltd acknowledge acceptance of the customer’s booking and have received the required payment.

b. Group bookings of less than eight must confirm their activities by full payment.

c. Participation in adventurous activities entails some risk of injury. All staff employed to run activities for PaddleTime Ltd are trained and appropriately qualified to run activity sessions and act in order to limit the risk of injury. Participants must however acknowledge the inherent risks and are required to read and agree to our participation agreement before taking part. Failure to do this may result in you not being able to take part in your activity, with no refund issued.

d. Places on advertised paddle sport courses and coaching awards will be confirmed by PaddleTime Ltd on receiving full payment.

e. Any customer under the age of 18 years must have the explicit permission of his/her/their parent or guardian before being able to take part in any activity/course offered by PaddleTime Ltd. The parent or guardian needs to be aware and accept the risks involved in adventure activities and satisfy them accordingly.

f. All bookings are on the basis that the customer will, at all times, observe the safety regulations set by the Activity Provider.

g. All information is produced in good faith and it is accurate at the time of going to press only.

2. Corporate and social group bookings (8+ individuals)

a. Provisional bookings must be confirmed by the payment of a 50% non-refundable deposit. We’ll invoice you for your deposit once you’ve approved your programme.

b. We will base your deposit amount on the number of participants confirmed at the time of booking.

c. Deposit invoices are due on the issue date. Whilst unpaid, we reserve the right to release the booking/session/activities currently being held.

d. Final numbers must be confirmed no later than 2 weeks prior to your activities. At this point 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 to accommodate this.

e. Should a booking be made within 2 weeks of the date of arrival, the whole fee is required at the time of booking.

f. Other than account or customers under contract, full payment (remaining 50%) is required before the date of activities. We reserve the right to cancel any bookings where final balances remain unpaid, with less than 24 hours before they are due take place.

g. In the event of a cancellation by the customer, we must receive this in writing no later than 2 weeks before your activity. Full payment will still be required for cancellations made with less than 2 weeks notice.

h. 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.

i. PaddleTime Ltd reserves the right to offer alternative activities, should participant numbers fall below the required minimum numbers for your activity.

3. Education and residential group bookings (8+ individuals)

a. Provisional bookings must be confirmed by payment of a 10% non-refundable deposit. We’ll invoice you for your deposit once you’ve approved your programme.

b. We will base your deposit amount on the number of participants confirmed at the time of booking.

c. We will then require the next 40% of your total balance as an interim payment, 16 weeks prior to the date of your activities.

d. Other than account customers or customers under contract, full payment (remaining 50%) is required 4 weeks before the date of activities.

e. Should a booking be made within 4 weeks of the date of arrival, the whole fee is required at the time of booking.

f. Alterations to participant numbers must be made no later than 4 weeks prior to your activities when you will receive your final balance invoice. In the case that numbers do change within 4 weeks of your activity, it’s at the discretion of PaddleTime Ltd to accommodate this.

g. Invoices are due on the issue date. With deposit invoices, whilst unpaid, we reserve the right to release the booking/session/activities currently being held. We also reserve the right to cancel any bookings where final balances remain unpaid, with less than 24 hours before they are due take place.

h. In the event of a cancellation, we must receive this in writing no later than 8 weeks before your activity. Full payment will be still required for cancellations made with less than 4 weeks notice.

i. 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.

j. PaddleTime Ltd reserves the right to offer alternative activities, should participant numbers fall below the required minimum numbers for your activity.

4. All fees including credit cards

a. Cheques should be made payable to “PaddleTime Ltd” (unless otherwise instructed). Payment should be sent to; PaddleTime, Hazel Copse Farm, Beaulieu, Hampshire, SO42 7WA.

b. The credit/debit cards accepted are: Visa, Mastercard, Switch, Delta, Solo and American Express.

c. Payments of £100 or more that are paid with a company/business credit card will be subject to a 2% surcharge, this charge is in line with our banking fees.

d. There is no charge for personal credit cards.

e. There is a 4% booking fee for bookings made online. This fee goes directly to our booking system provider Beyonk.

5. Cancellation by customers not covered by our Group Booking terms

a. All cancellations must be made by telephone (no answerphone messages will be accepted) or in writing. PaddleTime Ltd will acknowledge a cancellation within 48 hours of receiving it. Until the customer has received confirmation, the original booking remains valid.

b. Late arrivals and no shows constitute as a cancellation and will be treated as such. No refunds or re-bookings will be given.

c. For cancellations, the customer will be charged on the following basis:

i. If we are made aware that you wish to cancel within 48 hours of your course or activity, you will lose your payment and we will be unable to rebook you. If we are given 7 days notice, we can offer a full refund or credit. Between those times, only 50% credit will be offered.

6. Cancellation by PaddleTime Ltd

a. Whilst every attempt is made to ensure that courses/activities run, PaddleTime Ltd may at times need to cancel due to dangerous and/or unsuitable conditions for the course/activity. In this circumstance, we shall inform the customer as soon as is feasibly possible.

b. PaddleTime Ltd shall notify the customer of cancellation of courses not less than five days prior to the commencement of the course where numbers as a result of either customer(s) cancellation or booked numbers have failed to reach a workable minimum.

c. In the event of a cancellation by PaddleTime Ltd, customers will be offered the choice of a full refund of the fee paid, vouchers to the same value or another booking on a different date.

7. Complaints procedure

a. Please notify the office in the first instance either via email or phone should you not be entirely happy with your experience. You will be sent a complaint form to be completed, which in submission will be passed onto the Office Manager. The Office Manager will aim to be in touch within 3 working days. This is also the procedure to request/dispute refund decisions. No complaint/refund will be considered without the completion of this form.

8. Photographs

a. From time to time photographs taken on activities and courses may appear in brochures and promotional material. If customers do not wish to be photographed, please raise this with your instructor at the time.

9. Dietary requirements

a. If you are being catered for, any special dietary requirements must be advised at the time of final confirmations on numbers. PaddleTime Ltd and their suppliers cannot accept responsibility for not being able to deliver special dietary needs at short notice.

10. Safety regulations

a. Adventurous outdoor activities take place in various natural environments where there are natural hazards and risks to manage. Every effort will be made by staff to provide realistic training in a safe manner. Customers participating in courses are expected to comply with all safety guidance and instructions given by the provider of activities and its staff.

11. Unruly behaviour

a. Behaviour that disrupts the smooth running of a session or event may result in the disruptive customer(s) being excluded. Any damage caused to property or equipment as a result of unruly behaviour will be charged for.

12. 100% satisfaction guarantee

a. Our satisfaction guarantee gives you the confidence to book, knowing that you’ll be refunded if for some reason we let you down. If you are not fully satisfied with your experience, you need to let us know in writing and then providing our full terms and conditions have been adhered to, we will refund you for your activity.