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, you must do so more than 48 hours before the activity start time to receive a credit/exchange/transfer. No credits/exchanges/transfers will be issued for changes made within 48 hours of the activity start time. NO REFUNDS will be issued for a customer-requested cancellation.
If class is canceled by SUP YO due to inclement weather (thunderstorms, high winds or other severe conditions), limited attendance or other reason, you may exchange the value of your ticket to another activity or you may request a refund. Refunds will be honored for cancellations made by SUP YO and must be requested within 24 hours of said activity. Outside of 24 hours, a credit may be issued.
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 consideration of both our customers and our instructors. We 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 we will always aim to get you out on the water, SAFELY.
***MID CLASS CANCELLATIONS***
If a class lasts 0-30 minutes, SUP YO agrees to refund the student their full amount for class or exchange in full for another class. As long as the class lasts 31 minutes or more, no refund shall be provided to the student and the staff member will be paid in full.
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, you must do so more than 48 hours before the hike start time to receive a credit/exchange/transfer. No credits/exchanges/transfers are issued for changes made within 48 hours of the hike start time. NO REFUNDS will be issued for a customer-requested cancellation.
If an activity is canceled by SUP YO due to inclement weather (thunderstorms, high winds or other severe conditions), limited attendance or other reason, you may exchange the value of your ticket to another activity or you may request a refund. Refunds will be honored for cancellations made by SUP YO and must be requested within 24 hours of said activity. Outside of 24 hours, a credit may be issued.
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, it states:
In the event a customer needs to cancel:
- more than 60 days before the retreat start date – full refund minus a $100 admin fee and the 6% booking fee
- 59-30 days before the retreat start date – 50% refund minus a $100 admin fee and the 6% booking fee
- 29-0 days, no refunds.
If a customer cancels and we are able to fill their spot, the customer will be refunded in full minus a $100 admin fee and the 6% booking fee.
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.
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 event to event. In most cases it states:
In the event a customer needs to cancel:
- more than 90 days before the retreat start date – $1,000 penalty (your non-refundable deposit)
- 89-60 days before the retreat start date – 50% refund minus the $1000 penalty
- 59-0 days no refunds.
If a customer cancels and we are able to fill their spot, the customer will be refunded in full minus a $200 admin fee and the 6% booking fee.
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.
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.