Refunds
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.
Tips!
You’re welcome to use AI for inspiration when drafting professional responses to dissatisfied customers. It can also be useful for brainstorming approaches to a difficult case.
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, use the topic “Refund” when you create the ticket. Don’t forget to write the booking number, reason for credit and amount.
Aftercharges
An additional surcharge is an extra fee you can charge a customer after their rental period has ended. This applies when their actions have caused damage, extra cleaning, or inconvenience that goes beyond normal use.
When might a surcharge apply?
Damage or excessive wear: Equipment is returned broken or in an unusually worn condition.
Extra cleaning required: Equipment is left extremely dirty (with mud, sand, leaves, etc.) and needs more than a standard clean.
Late returns: The customer returns the kayak/SUP late, affecting the next booking.
Missing accessories: Items like paddles, life jackets, or lock keys are not returned.
Important to note
To issue a surcharge, you must be certain which customer caused the issue. Always document the condition with photos or notes before and after the rental if possible.
If equipment is not returned (missing kayak/SUP)
If a kayak or SUP has not been returned at all, please follow these steps:
Try to contact the customer by phone.
If there’s no response – contact Sea Rescue and explain the situation.
If Sea Rescue cannot locate the customer or equipment, it may be considered theft. In this case, please file a police report.
How to Request an Aftercharge
To issue a surcharge, please create a support ticket using this form.
How to submit your request:
In the “Topic” field, select “Aftercharge”.
Provide a clear reason for the charge.
Include all necessary details: booking number, a description of the incident, and evidence showing why this specific customer is responsible.
What happens next?
Once we receive your request, we will charge the customer’s card. The funds typically reach us within about a week. We will then credit the amount to your account with us, and it will be included in your next settlement.
Note! We may not be able to process the aftercharge if the customer has insufficient funds or the bank declines for other reasons.
Important to know:
Most customers understand when a surcharge is justified and accept it. However, some may dispute the charge by contacting us or their card issuer. In such cases, we will generally side with the customer and refund the charge.
Although rare, a customer may occasionally dispute a valid charge through their card issuer. If this happens, we must unfortunately accept the card issuer’s decision.
If a customer were to systematically abuse this process, which has not happened to date, we would take appropriate action against them.
Pricelist
How much shall I charge the client?
Please see the “operator shop” for prices for the various items.
