Terms and Conditions
These terms and conditions apply to the use of facilities and services provided by WeSUP paddleboard centre for members and users.
Wesup HQ Ltd | Company Number: 11251219
Registered address: 11a Kimberley Park Road, Falmouth, England, TR11 2DA
wesup Covid Strategy
| A guide to re-entering wesup. during COVID-19 |
It is essential that you and all other members of your booking are totally aware of this information so please read carefully.
Our primary strategy to reduce the risk of transmitting any disease or infection is to maintain social distancing and quality hand washing procedures. To help us achieve our responsibilities, we are asking that you arrive with 20 minutes to get ready for your activity and that you leave the site at Universal Marina as promptly as possible. This will help us to manage the small capacity we currently have and your failure to support us may result in you being turned away from the site. Please also abserve all signage and staff instructions on site
wesup. is committed to continue upholding our excellent customer service and duty of care to each and every person who engages with us while we are navigating this global health pandemic. We have taken steps to ensure we are doing our absolute best to protect our staff, the community and you the customer whilst delivering our world-class paddle boarding experiences.
We strongly believe in the evidence showing that being outside on the ocean and the multitude of positive physical, mental and social aspects that go along with exercising outdoors is as important now more than ever.
The decision to open our doors again is immensely exciting for us to get our lives back on track and doing what we love to do; however it is not a sign of complacency or ignorance towards the fact that we are still living in a time with the COVID-19 virus around the UK. Following the best data and guidance we are now in a position to understand who’s health this virus predominantly affects and how we are to manage the transmission of infection. We are all fundamentally responsible for our own health and that of who we come into contact with, so social distancing to safeguard those who are vulnerable to the virus is essential.
If you are a carer for the elderly, if you are likely to come into contact with anyone with serious underlying health conditions or if you are particularly worried about contracting COVID19, we strongly urge that you consider what is best for you and the health of those around you. Regretfully, we do not want you to visit us if you are sneezing with
hay-fever, coughing with a cold or feel generally unwell with a fever or any obvious symptoms that would worry someone you come into contact with. But then, we wouldn’t want that during any time of our lives, so all that we are saying is please be sensible with your health and please don’t take risks with ours.
Our staff at wesup. are taking all the sensible measures we can to ensure your time with us imposes as little risk where possible. Initially you will find various social distancing measures in place, limited bookable capacity and an increased cleaning schedule. These measures are temporary as we feel out this process on our path back to regular human contact, we will respect your personal distancing choices and you must also be prepared to respect ours. We are asking customers honour their own social responsibility and treat our measures with cordiality, positivity and integrity. Together we can forge our own path towards having safe, enjoyable adventures that we all are craving right now.
Booking your wesup. experience
Booking onto your wesup. experience has never been easier! With a wide array of activities
across 3 centres in the South West, booking onto a beginners lesson, hiring a board for an hour, or exploring the water on one of our tours is all done online at:https://wesuphq.com
Pre-booking is essential for us to manage the flow of people through our centres and onto your activity with minimal fuss. Initially we are accepting bookings with a maximum of 6 people per
group and spitting the SUP and Kayaking experiences to ensure groups don’t congregate. Our sessions will be spaced out both on and off the water maximising the space we have at our centres.
Physical distancing measures
Upon entering wesup. you will notice our physical distancing sign on our container and pontoon to deter gathering in groups; we are separating out those arriving to book in, and those who are getting changed/leaving their session as best we can with our staff giving vocal instruction.
We will be offering and encouraging the use of our hand sanitiser.
We are committed to maintaining the 2m physical distancing where we can and a 1m distance limit at all times, and your compliance to adhere to these rules is absolutely necessary to continue with your booking. Once your wesup. experience begins we will make use of the
space on the pontoon and show you key paddles strokes for you to safely control your boards on the water to maintain a social distance.
Increased cleaning schedule
Our staff have a full cleaning rota in place to ensure all equipment is disinfected after every use. By focusing on wiping down paddles, board deck pads and handles, buoyancy aids and wetsuits after each session we are confident in maintaining a clean environment.
We are regularly maintaining our shared spaces by disinfecting ‘hot-spot’ surfaces; storage box handles, changing room locks, railings, tables, pens and card readers. Our staff also have a rota of cleaning our staff-only systems and shared spaces to ensure we are being as responsible and kind to each other as possible. We would appreciate your patience and help whilst we complete these measures to the best of our ability. If you have any concerns please don’t hesitate to inform a member of staff.
Thanks and kindest regards Team Wesup
Wesup offers a variety of services including watersports activities, events venue booking. Payments for all services are taken in advance via card transactions either online or in-store. We can take payment over the phone but not over the value of £250. We do not keep any credit card details or customer payment information on file, we never make a copy of your payment details in any way and will never verbalise such details as to accidentally expose them to a 3rd party.
All activities are to be paid for in advance of the session via our online payment system or via the till terminal on location. We are a ‘cashless’ business and so we politely ask that you please refrain from attempting to pay with cash. We accept almost all forms of card payment including American Express.
Group bookings are also to be paid for in full, in advance. At the managers discretion, we may accept the token of a 50% non-refundable deposit of the total amount for a booking of 6 or more people. This is to be paid in full 14 days prior to the activity start date. Where there is less than 14 days until the booking start date, payment will need to be made in full.
Deposits and group payments are to be made using one payment card over the phone, in store or via bank transfer upon request. We recommend that 1 member of the group takes responsibility for managing the payment and activity schedule planning. We also recommend that this is someone you know and trust and Wesup take’s absolutely NO responsibility for your groups personal or internal miss-managed or fraudulent payments.
The outstanding balance for a group booking must be paid 14 days before your activity or the activity booking will become void and the sessions will be re-booked and unfortunately, no refund will be offered.
Events & Venue hire
All such bookings will be subject to a non-refundable, upfront fee which will be agreed on a case by case basis and managed by the centre management at the specified location. The fee will be formally agreed via email and will need to be paid via credit or debit card in order to secure the preferred date. Bookings will not be confirmed until the balance is clear meaning that the date remains bookable for anyone else.
The manager reserves the right to request a breakages or cleaning deposit which would be payable prior to the start of the event. The deposit will be refunded once damages or clear up has been assessed. This can take upto 48hours and the manager unreservedly retains the right to withhold that deposit to cover extra costs incurred by Wesup but caused by guests at the event. The amount will be determined on a case by case bases and will be dependent on the perceived risk of such occurrences.
Cancellation & Refund
Wesup offers a variety of services including watersports activities, events and venue hire. As such, our cancellations and refund policy is written to reflect this dynamic.
Wesup has been built on the most precious customer service foundations and we appreciate that cancellations and refunds are at times a sticky issue. Whilst we endeavour to maintain the most human approach to such issues, we do run a very strict but clear cancellation and refund policy. This is to ensure our customers are totally clear on our policies and also to protect the interests of our small business which is naturally susceptible to a number of environmental and human conditions.
Wesup do not offer cash refunds to group bookings (6 or more) or individual & family bookings within 30 days of the booked activities due to ANY personal circumstances. These include things such as (but not exclusively to) sudden illness, family emergencies or distaste of the weather that day.
Where our customers can not attend their activity for reasons of their own, Wesup will happily and immediately offer digital activity vouchers to the full value of the booking which can be redeemed within 12 months.
WeSUP maintains the right to cancel sessions at any time should the senior management or instructors deem the weather conditions too dangerous. In this instance, customers will be offered digital activity vouchers to the full value of the booking which can be redeemed any time in the future. These vouchers can also be redeemed against any activities at any Wesup location.
If the customer is on holiday and genuinely has no way of returning to Wesup to undertake the activity during safer weather conditions, a full cash refund will be made by way of reverse transaction. Reverse transactions usually show on your statement within 48 hours but it can take up to 7 working days to show up depending on your bank and the method of payment you chose.
Wesup do not cancel sessions due to the rain or cloudy sky. We cancel sessions if the wind is blowing dangerously, if lightning is forecasted or the senior managers feel the group will not maintain their ability to cope with the conditions during the session..
Events and Venue Hire
Wesup will not offer cash refunds of any deposit or fee made for events or venue hire at any of our premises if a cancelation is appointed within 30 days of event start date.
We will kindly offer a full refund if you need to cancel prior to the 30 days for any reason.
If you need to reschedule your event for another available day, this must happen prior to 30 days of your event start time or else we will charge you the booking fee again. This is to ensure Wesup covers potential lost opportunities whilst your initial booked date was unavailable to other customers.
Our equipment is regularly checked for damage and aesthetic degradation. We consider the high standard of our equipment is a reflection of our brand and our great care when it comes to your safety and enjoyment whilst using our kit.
If you discover any of our equipment is faulty, please report it to any member of staff prior to the start of your activity otherwise you may fall liable for charges associated to the damage.
Our paddles and paddle boards are very expensive, please take great care not to damage them. Accidents do happen and we appreciate that, but any obvious lack of care, misuse or mindless behaviour that results in our equipment being damaged, will result in a fair charge being issued.
It is the responsibility of the person using the equipment to report any damage caused during the activity and we favour your honestly. By participating in an activity, you thereby agree to take responsibility for and pay for any damage caused by improper use.
£35 for a punctured paddle board
£60 for a torn wetsuit
£80 for a lost paddle
£200 for a broken fin box
Health and Safety
WeSUP is covered by quality customer liability & employee liability insurance.
All participants of Wesup’s activities are to sign our activity safety information form to acknowledge and accept the risks involved with taking part.
All people under the age of 18 must be accompanied by their legal guardian on the water. If this is not possible, the legal guardian must remain within ear & eye shot of the paddler. This is down to licencing, insurance and child protection policy.
If the paddler is under the age of 18, all aspects of our safety information form must be read and understood by the paddler but signed by a legal guardian who must be over the age of 18.
If the paddler has a known medical condition that might effect their ability to paddle or that we should know in case of any emergency, they are to request a medical disclosure form from the appropriate member of staff and help the instructor fully understand the medical concern where appropriate. It will be attached to the paddlers completed safety information form and kept on file until their activity is completed.
If you are perceived to be under the influence of alcohol or illegal drugs, you will not be permitted to undertake any activities with Wesup.
All customers (excluding Club Wesup members) must undertake our safety brief on every occasion that they attend activities with us. This is to ensure everyone is made aware of the skills they will need to cope with the weather and environmental conditions of the day. All customers are also required to wear a buoyancy aid (supplied by Wesup) and this must be worn correctly throughout the duration of the paddlers time on the water.
Club Wesup Memberships
Club Wesup memberships are available from each of our locations and we advise that you join the club that is most local to your home address. You can join by following the links below
Gylly Beach – Cornwall
Hamble River – Southampton
Torquay Marina – Devon
Club Wesup is a stand up paddle board club which is most suitable for people over the age of 18 however, if a legal guardian wishes to join with someone who is under 18, the centre manager will need to be consulted. People under 18 can join but the legal guardian must be aware that certain activities and socials may not be appropriate for reasons to do with physical competency or licencing at places we visit (pubs etc…)
Wesup maintains the right to change membership prices and introduce special offers for new and existing customers at any time during the season. It is our members responsibility to make the most of offers such as Early Bird discounts as and when they come available.
Wesup memberships are to be paid on a monthly bases and are charged on a prorata basis.
Some memberships such as Early Bird memberships are full season subscriptions and refunds or partial refunds are not available at anytime or under any circumstances. Where an injury or other unfortunate circumstance arises which results in the end of the paddlers season, we will offer a new season membership voucher to the appropriate value.
Membership may be suspended in the event of long-term illness, injury, or pregnancy.
We do not transfer memberships from person to person and members must never allow non-members to use Wesup’s equipment without following Wesup’s normal activity procedure.
All Members shall abide by the Club Wesup Constitution which is to be signed upon enrolment.
Club Wesup Members must follow the day to day instructions of Wesup’s senior instructors at all times. Members must verbally consult with Wesup’s staff prior to any activity to ensure any new risks or safety information can be given. Once satisfied, all members must complete the Wesup Float Plan prior to every activity and adventure
Wesup sells a number of new and second hand products by way of online and in-store retail.
We are passionate about customer service and pledge to sell on the highest quality equipment and gear to ensure the best chance of your full satisfaction.
Once in a while something unforeseen may go wrong and so we will refund any item you are not completely happy with. You’ll just need to return it to us within 14 days of receipt and we will credit the refund to the original method of payment.
WeSUP’s paddleboarding vouchers cannot be used for retail items.
WeSUP reserves the right to alter these terms and conditions without notice.