REFUNDS

Urban Kayaks’ Policy

Pre-Paid Reservations/Gift Certificate Bookings

Urban Kayaks has a 24-hour cancellation policy for all prepaid reservations. If you cancel less than 24 hours before your reserved departure time, your money is not refundable. You are, however, allowed to make a new reservation at no additional cost. This policy is specifically designed to account for personal emergencies or unavoidable circumstances. If you miss or cancel your second reservation less than 48 hours before your departure time, you will completely forfeit your purchase.

Coupon/Discount Voucher Bookings

The terms of use for all vouchers are agreed upon when the coupon or voucher is purchased via a third party and the policy is clearly listed on the voucher in fine print. 

 

In general, the same 24-hour cancellation policy applies to bookings made using your voucher. There are a few important distinctions, however. If you cancel less than 24 hours before your departure time, your money cannot be refunded. Your voucher also loses its promotional value, but does retain its paid value. You can rebook your tour, but you will be responsible for paying the remaining balance upon arrival. If you reschedule and fail to notify us of a desire to change your reservation less than 48 hours before departure, you will forfeit your voucher’s paid value. If your tour is canceled due to poor weather, Urban Kayaks will honor the promotional value of the coupon for the remainder of the season. The promotional value does not carry on into next season. We will continue to honor the paid value.

Additional non-refundable items

  • Gift certificates/gifted coupons
  • Retail items
  • Clothing/apparel
  • Consumables (water, snacks)
  • Day of tour/rental purchases

There are certain situations where only partial refunds are granted, including:

  • Rental customers who spend less than 5 minutes on the water.
  • Tour or rental customers who are removed from the water for safety concerns.
  • Tour customers who capsize and cannot remain with the tour group.
  • Retail items that are defective or broken or were shipped within the last 30 days.

Our goal at Urban Kayaks is to ensure that everybody who joins us on the water has a safe and fun experience. We also want to make sure that customers get what they pay for. If you feel as though the circumstances specific to your refund request are not covered by this policy, please contact us via email at office@urbankayaks.com or visit a manager at one of our physical locations.