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REFUND POLICY AND PROCEDURE
Surfing Lessons and Activities
Clients will obtain a refund or credit when:
- the client notifies the surf school 24 hours prior to the time of the surfing lesson.
- the Surfing instructor cancels the surfing lesson due to dangerous surf conditions (note: no refund will be offered if it rains unless conditions are unsafe)
If surf conditions become unsafe during a lesson, the surfing instructor may modify the lesson and undertake activities on the beach rather than in the water, or the lesson may be rescheduled for another time.
If the client has paid for a block of lessons at a discounted price, the refund will be based on the lessons already delivered at the undiscounted lesson price less the total amount paid.
No refund is offered if the client refuses to comply with Surf School policy and the surfing instructor determines the client cannot participate in the lesson.
If the client advises the surfing instructor of a medical condition such that the surfing instructor decides, that it would be unsafe for the client to participate in the lesson, a full refund will be offered.
If the surfing instructor becomes aware of a clients medical condition after the lesson has commenced, such that the surfing instructor determines it is unsafe for the client to continue in the lesson, no refund will be offered.
Gift Vouchers
Must be used by use by date unless other arrangements have been made. No refund is offered once the gift voucher has been offer however the gift vouchers are transferable to other people.
Hire
The client will obtain a refund is they notify the surf school 24 hours prior to the time of the hire. No refund will be made once the client has paid for, and taken delivery of, the hire equipment.
Product Purchase
Up to 30 days from date of purchase the client can:
- obtain a 100% refund for products purchased should they be damaged or faulty.
- exchange for products that are unsuitable.
Surfing Tours / Surf Camps
Clients can obtain a refund or credit when :
- the client notifies the Surf School 5 days prior to the time of the surfing tour / camp. An Administration fee of 20% may be charged.
- the Surf School cancels the tour / camp
COMPLAINTS POLICY AND PROCEDURE
Essential surf is committed to effectively, efficiently, promptly and fairly handling all complaints about its services and products.
Any complaint will be treated seriously, investigated thoroughly and dealt with according to the merit of the complaint.
The circumstances and results of any appeal are analysed thoroughly by senior management for their implications and acted on appropriately so as to remove any grounds for appeal in the future by improving the relevant functions.
Making Complaints
Clients may make a complaint by telephone or in writing to the Manager at:
Ph: 02 4294 2778
Email: tyehunt@optusnet.com.au
Address: Shop
6 Station St, Stanwell Park, NSW, 2508
Recording and Resolution of Complaint
- All complaints are recorded on the Client Complaint form.
- Essential Surf investigates the complaint.
- Clients are notified in writing of the outcome of the complaint within 60 days from the time of receiving the complaint.
- All complaints, resolution and continuous improvement action are filed and recorded.
Dissatisfied Outcome
- Should the client not be satisfied, then the client can seek arbitration by a third party acceptable to all parties to the grievance.
- If the complaint is not satisfactorily resolved within 60 days from the occurrence of the complaint, the client may request Essential Surf to seek the services of a third party.
- Arbitration will be undertaken when both Essential Surf and the client agree on a third party.
- If the complaint/grievance is still unresolved, the client will be advised of external organisations of appeal.
Publishing Complaints Policy and Procedure
The Essential Surf publishes its complaints policy and procedure to clients by:
- publishing it on this website
- providing a written copy on request
FEEDBACK
Essential Surf encourages feedback from clients and staff.
Feedback is used to evaluate our products and services, our surfing instructors and and our operations.
All feedback received is treated with the strictest of confidence.
Please provide feedback by telephone or write to the Managing Director at:
Ph: 02 4294 2778
Email:tyehunt@optusnet.com.au
Address: Shop
6 Station St, Stanwell Park, NSW, 2508
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