Terms and Conditions
These terms and conditions apply to the use of facilities and services provided by Soak lifestyle for members and users.
Soak lifestyle Ltd | Company Number: 14565136
Soak offers a variety of services including water sports activities & hospitality based services. 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 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.
Cancellation & Refund
Soak offers a variety of services including water sports activities & Hospitality based services. As such, our cancellations and refund policy is written to reflect this dynamic.
Soak 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.
Soak 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.
Soak 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 Soak 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.
Soak 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..
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
Soak is covered by quality customer liability & employee liability insurance.
All participants of Soak’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 licensing, 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 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 Soak) and this must be worn correctly throughout the duration of the paddlers time on the water.
Every time you book activities using the Soak website, we collect your information. This is normal procedure online and in our case, this information is used to reference your safety & ability to undertake our activities. We want to make sure we’re only sending you things you might find interesting and that are in direct relation to your experience with us. In order to show you what you’d like the most, we need to collect basic information about you as it helps us to provide you with the best service. It’s the Soak Way!
HOW WE LEARN ABOUT YOU
All of our products relate to you in a personal way. The products you buy tell us a story about you and by building up this information, and by occasionally using information from third parties you’ve shopped with previously, we can make sure we’re showing you the products that will suit you best.
INFORMATION THAT WE NEED
It’s pretty important that you give us some personal information. This means that we can deliver our services to you, verify payments and contact you in the event that we have to rearrange your activity. We need at least your name and address, and preferably a contact telephone number too. As well as using your email to send you your booking confirmation, we may occasionally use it to send you offers and updates that we think might interest you. You can unsubscribe at any time by following the link on the footers of such emails.
We will take your card payment details when you make an order online with us using our online payment gateway – Stripe. It’s one of the most modern, secure payment portals on the market. More info about Stripe can be found here. You’ll also need to be over 18 to enter into a contract with us, and also to undergo the activities we offer.
HOW WE PROCESS AND USE YOUR INFORMATION
Without our customers, we wouldn’t be able to do what we love, which is why we want to take care of you and make sure you understand our processes. Using our website to book an activity enters you into a contract with us, it’s the same whenever you exchange money for goods or services. We need your information to make sure that you are who you say you are, and that we’re able to deliver the best experiences to you.
As a customer of ours, data protection laws allow us to contact you with direct marketing as a legitimate business action. Naturally you have the option to end all correspondence from us at any time however, we are always updating our website with exciting new products, activities and adventures. We’d be foolish not to share it with the people who have shown interest in us before which is why we like to keep in touch from time to time. You can choose to stay up to date with us and never miss out on our new SUP and lifestyle innovations, or you can leave at any time – which will make us sad. You just need to unsubscribe on the email itself, or contact us by email and we’ll remove you manually. If you end up missing us as much as we’ll miss you, you can always resubscribe, or it will happen automatically the next time you make an order on our website.
SHARING DATA WITH OTHERS
We’re proud to be an honest company, and we’re just interested in continuing to provide world-class SUP experiences to every single person who books with us. We have no interest in sharing or selling your data to anyone else, and you can trust us to store it safely and compliantly.
HOW LONG DO WE KEEP YOUR DATA?
As long as you keep buying products and enjoying activities with Soak, we’ll want to keep track of what you’re interested in, and how you’re using our services. This means that we can contact you if we have any issues with your orders, and importantly we’re prepared if we ever need to complete a data audit.
YOUR DATA RIGHTS
As one of our customers, we are legally bound to supply you with any of the personal information we hold on you if you would like to access it. As soon as we receive your request, we will begin to process it in order to send you the information within a maximum of 30 days.
If you would like us to stop processing your data, you are well within your rights to ask. Please let us know if you’d like us to stop, or change/remove any of the information we have. Providing your request is legal, we’ll get on with it straight away.
If you have any complaints about the way we have handled your data, we will be happy to help you. Please use the email addresses listed previously to get into contact with us, and we will attempt to resolve your issues as smoothly as possible. If after our help you are not satisfied, you can contact the Information Commissioner’s Office (ICO) – the supervising authority for data protection in the UK – on 0303 123 1113 or through their website, ico.org.uk.
The right of portability is your official right to ask us to pass your data on. We can do this providing the format is machine-readable, and you confirm with us the third party to which you would like it delivered.
Cookies are all over the internet and are what we use to provide the best possible experience to our customers. Cookies are like your internet ID card and tell us information every time you come to our website. Consequently, we can show you the information we think will be most suited for you. Cookies also help our website run more smoothly, helping you move around the website efficiently, and allowing you to add items to your basket, without having to have your log-in details at hand. As a result of this, you need to enable cookies in order to use our website. They’re very useful bits of technology and don’t compromise the privacy of your personal details either. Please use this website to find out about cookies, and how they help us and you. www.allaboutcookies.org/manage-cookies
Soak 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.
Soak’s activity vouchers cannot be used for retail items.
Soak Lifestyle ltd reserves the right to alter these terms and conditions without notice.