England has a warm and wet climate, and it can often rain, even on summer days. As an outdoor business we operate year round in all weathers, and only cancel a session if we deem conditions to be unsafe due to high winds, high river flow or thunderstorms nearby.

The following outlines our policy regarding cancellation and rescheduling:

If your booking is cancelled at least a full 7 days prior to the activity start time you will be entitled to a full refund, less our booking engine / payment provider fees of 7%. You may also reschedule your booking at no cost.
If your booking is cancelled between 7 days and 24 hours prior to the activity start time we will issue you with a voucher, valid for 12 months, to allow you to reschedule your booking to another time.
If you cancel your booking less than 24 hours prior to the activity start time you will not be entitled to a refund, and you will not be able to reschedule your booking. However if you know someone who could fill your slot, please contact us by email and we’ll try to accommodate them.
If we cancel your booking at any time, you will be entitled to either reschedule your booking to another time, or to a full refund.

Just to be clear, if the conditions on the day aren’t ideal, but the activity still takes place, you will not be eligible for a refund. We never cancel for rain, so if wet weather is likely please bring a waterproof jacket. If really extreme weather is forecast we will contact you regarding your session. If you don't hear from us, your session is going ahead!

If you are diagnosed with Covid-19, please advise us as soon as possible. Our normal cancellation terms and timings will still apply. If you only advise us within 24 hours of your booking we will only consider rescheduling your session if you can provide adequate proof that you have been asked to isolate or have had a positive Covid test. Apologies if this sounds harsh, but we are a small business and still have to pay our staff and booking engine fees if you cancel at the last moment.

To cancel or reschedule your session please email us on hello@paddlerichmond.co.uk or call us on 0203 488 1785.