Identification & Mobile Phone Policy
Customers looking to hire equipment on a self-guided basis are required to show government issued ID (eg. passport, driving licence) prior to the hire commencing. For safety reasons, if leaving Cullercoats Bay, we strongly advise a member of each party to carry a mobile phone at all times. Waterproof cases are available to purchase in store at additional cost, but we accept no responsibility for any loss or damage associated with misuse or failure of the case.
Advance Booking Policy
Customers that wish to book hires, tours and lessons in advance are required to pay in full at the time of booking, except in the following circumstances:
Group bookings of 6+ people: A deposit of 50% of the total price is payable at the time of booking. The remainder of the balance is due at least 14 days prior to the first day of hire/the activity.
More than 72 hours prior to the activity/hire start time: Customers can cancel, rearrange or modify their booking without penalty. Rescheduling or increasing numbers is always subject to availability. Customers are entitled to a 100% refund of any money paid in the event of them cancelling.
Between 72 hours and 24 hours prior to the activity/hire start time: Customers may be able to modify or rearrange their activity at our discretion and subject to availability. Customers are entitled to a refund of no more than 50% of the hire/activity cost in the event of the them cancelling.
From 24 hours before the activity/hire start time (or in the event of a no-show): Modification or rearrangement of the booking is not permitted. No refunds will be given in the event of the customer cancelling.
Changes or cancellation requests made less than 3 days prior to the activity start time should be made by speaking to a team member on 0191 251 9412 or visiting us in store. E-mail, text, social media message or voicemail notification is not considered valid notification as it may not be seen in time.
Our Right to Cancel
Although we always endeavour to notify customers in advance, for safety reasons we do reserve the right to cancel, modify or restrict hires or activities at any time prior to or during the hire/activity without prior notification. Customers will be entitled to the following if we cancel an activity (except in event of bad behaviour):
- Hire of equipment: Rearrangement or refund for any unused hire period
- Activities less than 50% complete: Rearrangement or full refund of activity cost
- Activities more than 50% complete: Rearrangement or 50% refund of activity cost
No compensation will be payable for any other expenses or losses customers incur in relation to the cancellation of the activity.
If you are entitled to a refund, we can only refund you to the original payment method you used to pay. If we are refunding to a gift certificate please ensure it is still valid as it is not possible to extend them.
Gift certificates are sold, without exception, on a non-refundable basis.
We reserve the right to cancel any activity or hire without prior notification in the event of customers or member of their party exhibiting bad behaviour. No refund will be payable in this circumstance. Examples of bad behaviour are: • Violating the terms of the Waiver & Risk Acknowledgement.
- Misuse, abandonment or wilful neglect of the equipment hired to them.
- Engaging in behaviour that has the potential to damage their equipment or a third party’s belongings.
- Engaging in behaviour that may endanger or cause injury to themselves or a third party.
- Failure to wear the required safety equipment issued to them at the start of the hire/activity.
- Littering, damaging or polluting the aquatic or shoreline environment and/or disturbing animals.
This site may contain other proprietary notices and copyright information, the terms of which must be observed and followed. Information on this site may contain technical inaccuracies or typographical errors. Information, including product pricing and availability, may be changed or updated without notice. Cullercoats Bike & Kayak reserves the right to refuse service, terminate accounts, and/or cancel orders in its discretion, including, without limitation, if Cullercoats Bike & Kayak believes that customer conduct violates applicable law or is harmful to the interests of Cullercoats Bike & Kayak.