covid-19 safety plan

SUP YO was founded by Jana Olenio, yoga instructor, travel agent and NH native, and was created from pure passion for nature and outdoor adventure. SUP YO was originally formed in 2011 as a paddleboard yoga company that over time evolved into many other outdoor adventure offerings from day hikes to weeklong worldwide adventure trips.

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Policies & Procedures

The following is a list of our company policies and procedures which are designed to provide guidance, consistency, accountability, efficiency, and clarity on how our organization operates.

 

Stand Up Paddleboard Yoga Classes, Paddleboarding, and all on-water activities

Step 1: BOOKINGS

Once an activity is reserved/paid it becomes a BOOKING and that reservee becomes a customer. A confirmation email is automatically sent to the customer and the customer is now within our cancellation policy. Our cancellation policy states: “If you must cancel or make a change to your reservation, please do so within 48 hours of class time. Refunds will be processed for cancellations by SUP YO due to weather, limited attendance (of less than 3) or other unforeseeable circumstances beyond our control. Exchanges will be processed for cancellations made by the customer within 48 hours before class time. NO OTHER REFUNDS for cancellations inside of 48 hours or for no shows.

Step 2: NOTIFYING THE CUSTOMER BEFORE CLASS

A reminder email is sent 12 hours before said event recapping the activity and meet up details. In addition, students/customers are notified by their guide/instructor via text message at least 2 hours before said activity with 1. a welcome text including the guide/instructors name, meet up instructions and any other pertinent information related to the event and  2. Information as to whether the event is scheduled on time or if the event will be cancelled or delayed. If an activity is cancelled due to weather or other (minimum attendance not met or other unforeseeable circumstances beyond our control) the guide will articulate why in the text message. This includes AM and PM classes. If weather is questionable, AM classes will also receive a text message the evening (12 hours) before class start time and a follow up the morning of with relevant instructions.

Step 3: WELCOME TEXTS / CANCELLATIONS / DELAYS

1: Class will be held at the scheduled time. In this case, please arrive 15 mins before class to help prepare for class. This is a team effort. If you will be late or are lost, please contact your guide to advise them.

Or

2: Class will be held at the scheduled time HOWEVER, if we need to delay the start time, not to exceed 30 minutes, once we are onsite, we will notify you as such by following up to the original welcome text message. If the rain delay exceeds 30 minutes from the original start of class, the class will then be cancelled. At this time, the student is offered to exchange to another date, transfer their ticket to another person or accept a refund.

Or

3: Class is cancelled due to limited attendance or weather/other unforeseeable circumstances. In this scenario, the student is offered to exchange to another date, transfer their ticket to another person or accept a refund.

 

Step 4: LATE OR NO SHOWS

If a student is more than 10 minutes late for class, the class will begin without said student and that student will forfeit his/her ticket.  No shows = no refunds.

 

This protocol has been put in place for the safety of both our customers and our instructors. We also value your time as well as ours, so if it’s safe to do so, we will always try to keep our scheduled/booked classes. Keeping an open line of communication between our staff and our customers is always our goal so that customers are fully aware of our weather protocol. Our intention is always to share the events we have curated for you.  We love what we do – and we want you to experience it, too – so will always will aim to get you out on the water, SAFELY.

 

Hiking Excursions / Same Day

Step 1: BOOKINGS

Once an activity is reserved/paid it becomes a BOOKING and that reservee becomes a customer. A confirmation email is automatically sent to the customer and the customer is now within our cancellation policy. Our cancellation policy states: “If you must cancel or make a change to your reservation, please do so within 48 hours of class time. Refunds will be processed for cancellations by SUP YO due to weather, limited attendance (of less than 5) or other unforeseeable circumstance beyond our control or for cancellation requests within 48 hours of the event. Exchanges or transfers will be processed for cancellations made by the customer outside the 48 hour policy. NO REFUNDS for no shows.

Step 2: NOTIFYING THE CUSTOMER BEFORE EVENT

A reminder email is sent 12 hours before said event recapping the activity and meet up details. In addition, students/customers are notified by their guide via text message 12-16 hours before said hiking activity with 1. a welcome text stating the guides name, meet up instructions and any other pertinent information related to the event. 2. Information as to whether the event is scheduled on time or if the event will be cancelled or delayed.

CANCELLATIONS / DELAYS

If an activity is cancelled due to weather or other (minimum attendance not met or other unforeseeable circumstances beyond our control) the guide will state this/why in the text message. At this time we can either reschedule the guest or refund the guest.

 

Wilderness Retreats / Multi Day

Step 1: BOOKINGS

Once an activity is reserved/paid it becomes a BOOKING and that reservee becomes a customer. A confirmation email is automatically sent to the customer and the customer is now within our cancellation policy. Our cancellation policy differs from event to event. In most cases, there is a deposit due at time of reservation, a balance due on said date, and then all charges are non refundable after the final balance is due.  In the event that a guest cancels and we are able to fill their spot, we will refund that customer minus a 10% administrative fee. NO REFUNDS for cancellations for no shows.

Step 2: NOTIFYING THE CUSTOMER BEFORE EVENT

A reminder email is sent 12 hours before said event recapping the activity, packing list and meet up details. In addition, students/customers are notified by their guide via text message 12-16 hours before said hiking activity with 1. a welcome text stating the guides name any other pertinent information related to the event. Multi day events operate rain or shine.

 

CANCELLATIONS

In the event that a guest cancels and we are able to fill their spot, we will refund that customer in full minus a 10% administrative fee. NO REFUNDS for cancellations for no shows.

 

International Adventure Travel /Multi Day

Step 1: BOOKINGS

Once an activity is reserved/paid it becomes a BOOKING and that reservee becomes a customer. A confirmation email is automatically sent to the customer and the customer is now within our cancellation policy. Our cancellation policy differs from travel adventure to travel adventure. In most cases, there is a non refundable deposit due at time of reservation, a balance due on said date, and then all charges are non refundable after the final balance is due.

Step 2: NOTIFYING THE CUSTOMER BEFORE EVENT

A welcome email is sent 30-60 days before said trip with all pertinent information related to said trip including but not limited to: details about the trip, agenda, important contact info, a packing list and meet up details, transfer details, hotel details, guide(s) info, rooming list, etc.

CANCELLATIONS

In the event that a guest cancels and we are able to fill their spot, we will refund that customer minus the non refundable deposit and minus an additional 10% administrative fee. NO REFUNDS for cancellations for no shows. We highly recommend trip insurance for any cancellation due to medical or death in the family. Cancellations due to a global pandemic or reason that is beyond your control will be full refundable.