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Refund is not really something we do
Refunds are not something we usually do and should not be offered in the first instance. If a customer wants to cancel due to bad weather, illness or similar, you should always refer to the customer’s home insurance that can cover this and also our booking conditions: it is clearly stated there that the booking is non-refundable.
offer re-booking
You can always offer the customer a rebooking so that they can paddle on another day. Read more here here how to make a re-booking.
Sometimes it can be difficult for a customer to know which day in the future would be suitable and then it is easiest to give the customer a voucher worth the amount of the booking. This way you don’t lose the money for the booking and the customer has the opportunity to make a new booking at another time that suits them. Click here to find out more about how to create a voucher.
When should I make a refund?
Crediting should really only be done if there is something that has gone wrong from our side, eg the kayak is not in its place, the code does not work or other things that are not the customer’s fault, then you can consider crediting.
However, always try to solve the problem first.
- Is there another kayak available that you can change the booking to? If so, simply go into admin and change the slot for the booking that failed.
- If it can’t be solved, always start by offering a generous free code (double the time booked or multiple paddling sessions). Almost anything is better than paying back the money.
- But if we’ve made a mistake, we’ll credit you directly if the customer declines the free code. In that case, contact support and ask for help to credit, write the booking number, reason for credit and amount.
