Policies and documents
Privacy policy (Website)
We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile. When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only. We collect such Non-personal and Personal Information for the following purposes: 1.To provide and operate the Services. 2.To provide our Users with ongoing customer assistance and technical support. 3.To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages. 4.To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services. 5.To comply with any applicable laws and regulations. 6.To provide emergency services with the relevant medical and emergency contact details should they be required in the event of an emergency. Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall. All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail. We may contact you regarding your individual needs as they relate to our services, to gather additional information as it relates to one or more of our services you may have booked, or to disceminate information regarding a booking you may have made, examples include but are not limited to; Contacting you to better understand your needs and motivations ahead of a booked coaching session, or to ask you to join a communication platform ahead of a trip you have booked to confirm locations, timing etc. We may share your data, including name, and any relevant medical / emergency contact information with our partners, including third party coaches, leaders, and tutors as appropriate. We will only share this information when a product that you have booked is delivered wholly or partly by the third party for the efficient operation of the product that you have booked, and the enactment of emergency procedures including release of medical information and emergency contact information to the emergency services or medical personnel as required. If you don’t want us to process your data anymore, please contact us at Aquaforge@gmail.com. We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at Aquaforge@gmail.com.
Cancellation / booking policy
Our aim will always be to run the course, session, event, or trip should it be safe and appropriate. As all of our services involve a considerable portion of practical activity outdoors in an ever-changing environment, they may be cancelled at short notice due to adverse weather conditions or inappropriate water levels. For educational, financial, and safety reasons our bookings must reach minimum numbers. Cancellations due to insufficient numbers will be given no less than 2 weeks prior to the booking’s commencement. Where a booking is cancelled by the customer the below terms apply. At least 4 weeks' notice (28 days) is given, a minimum of a 95% refund will be offered, or the full booking amount can be issued as a voucher for future bookings. At least 2 weeks’ notice (14 days) is given, a 50% refund will be offered. If less than 2 weeks’ notice is given AquaForge may not offer a refund. A service charge of up to 5% of the total booking amount will be taken in transaction fees by our payment solution (>2% per transaction, once for booking payment, and again , this amount will be non-refundable and considered a cancellation fee. All cancellations must be made in writing, we recommend doing so via email to aquaforgecoaching@gmail.com. In all instances refunds will only include fees paid for the booking to AquaForge limited, compensation will not be paid for incidental costs or expenses, and we recommend customers use refundable vendors for accommodation, travel etc. AquaForge Limited reserves the right to cancel all bookings with little or no notice where the customer has misrepresented themselves while making the booking or acts in a way that poses a danger to themselves or others.
Terms & Conditions (Website)
This website is owned and operated by Aquaforge Limited. These Terms set forth the terms and conditions under which you may use our website and services as offered by us. This website offers visitors information on our company personal profiles, services and booking of our sevices By accessing or using the website of our service, you approve that you have read, understood, and agree to be bound by these Terms. In order to use our website and/or receive our services, you must be at least [add number] years of age, or of the legal age of majority in your jurisdiction, and possess the legal authority, right and freedom to enter into these Terms as a binding agreement. You are not allowed to use this website and/or receive services if doing so is prohibited in your country or under any law or regulation applicable to you. When buying an item, you agree that: (i) you are responsible for reading the full item listing before making a commitment to buy it: (ii) you enter into a legally binding contract to purchase an item when you commit to buy an item and you complete the check-out payment process. The prices we charge for using our services / for our products are listed on the website. We reserve the right to change our prices for products displayed at any time, and to correct pricing errors that may inadvertently occur. Additional information about pricing and sales tax is available on the payments page. We may, without prior notice, change the services; stop providing the services or any features of the services we offer; or create limits for the services. We may permanently or temporarily terminate or suspend access to the services without notice and liability for any reason, or for no reason. We may permanently or temporarily terminate or suspend your access to the service without notice and liability for any reason, including if in our sole determination you violate any provision of these Terms or any applicable law or regulations. You may discontinue use and request to cancel your account and/or any services at any time. Notwithstanding anything to the contrary in the foregoing, with respect to automatically-renewed subscriptions to paid services, such subscriptions will be discontinued only upon the expiration of the respective period for which you have already made payment You agree to indemnify and hold Aquaforge Limited harmless from any demands, loss, liability, claims or expenses (including attorneys’ fees), made against them by any third party due to, or arising out of, or in connection with your use of the website or any of the services offered on the website. To the maximum extent permitted by applicable law, in no event shall Aquaforge Limited be liable for any indirect, punitive, incidental, special, consequential or exemplary damages, including without limitation, damages for loss of profits, goodwill, use, data or other intangible losses, arising out of or relating to the use of, or inability to use, the service. To the maximum extent permitted by applicable law, Aquaforge Limited assumes no liability or responsibility for any (i) errors, mistakes, or inaccuracies of content; (ii) personal injury or property damage, of any nature whatsoever, resulting from your access to or use of our service; and (iii) any unauthorized access to or use of our secure servers and/or any and all personal information stored therein. We reserve the right to modify these terms from time to time at our sole discretion. Therefore, you should review this page periodically. When we change the Terms in a material manner, we will notify you that material changes have been made to the Terms. Your continued use of the Website or our service after any such change constitutes your acceptance of the new Terms. If you do not agree to any of these terms or any future version of the Terms, do not use or access (or continue to access) the website or the service. You agree to receive from time to time promotional messages and materials from us, by mail, email or any other contact form you may provide us with (including your phone number for calls or text messages). If you don't want to receive such promotional materials or notices – please just notify us at any time. These Terms, the rights and remedies provided hereunder, and any and all claims and disputes related hereto and/or to the services, shall be governed by, construed under and enforced in all respects solely and exclusively in accordance with the internal substantive laws of the United Kingdom, without respect to its conflict of laws principles. Any and all such claims and disputes shall be brought in, and you hereby consent to them being decided exclusively by a court of competent jurisdiction located the United Kingdom The application of the United Nations Convention of Contracts for the International Sale of Goods is hereby expressly excluded.
Learner recruitment
When recruiting participants for any courses, Aquaforge Limited will ensure that they are suitable for the training and / or assessment. This will be done through a range of methods that may include. -Verbal conversation confirming the customer’s understanding of the training / assessment. -Email conversation confirming the customer’s understanding of the training / assessment. -Discussion regarding the requirements and demands of the training / assessment which may include the physical / emotional demands, and the skills and experience required. -Signposting to appropriate resources and documentation such as BCAB course guides. -Questioning the customer as to their understanding of the award or course. -Pre course / assessment meetings, calls, or face to face discussions. In the eventuality that the customer appears to not be suitable for the course or assessment they have selected, it will be discussed with them at the earliest opportunity. If reasonably practicable an alternative course will be suggested or offered. If this is not possible the course or assessment may be cancelled or postponed until a time that the course / assessment is appropriate to the customer. AquaForge Limited reserves the right to cancel all bookings with little or no notice where the customer has misrepresented themselves while making the booking or acts in a way that poses a danger to themselves or others.
Service Delivery to under 18s
When recruiting participants for any courses, Aquaforge Limited willAquaforge limited will not work independently with customers under the age of 18 unless the specific exemptions to the adventure activities licencing regulations 2004 can be satisfied. -The parent, or legal guardian is present on the activity offered. -The activity is non licensable. -The activity is taking place on non-licensable water. -Aquaforge limited is acting under the instruction and employment of an organisation that holds an AALA licence or is exempted from the requirement to hold one. ensure that they are suitable for the training and / or assessment. This will be done through a range of methods that may include. -Verbal conversation confirming the customer’s understanding of the training / assessment. -Email conversation confirming the customer’s understanding of the training / assessment. -Discussion regarding the requirements and demands of the training / assessment which may include the physical / emotional demands, and the skills and experience required. -Signposting to appropriate resources and documentation such as BCAB course guides. -Questioning the customer as to their understanding of the award or course. -Pre course / assessment meetings, calls, or face to face discussions. In the eventuality that the customer appears to not be suitable for the course or assessment they have selected, it will be discussed with them at the earliest opportunity. If reasonably practicable an alternative course will be suggested or offered. If this is not possible the course or assessment may be cancelled or postponed until a time that the course / assessment is appropriate to the customer. AquaForge Limited reserves the right to cancel all bookings with little or no notice where the customer has misrepresented themselves while making the booking or acts in a way that poses a danger to themselves or others.
Risk management
All services offered by Aquaforge limited will take place under the guidance of a generic risk assessment which has been completed and approved by directors before the commencement of the activity. These risk assessments include -Risk assessment for paddle sport activity. -Risk assessment for safety and rescue training, & practice. -Risk assessment for coaching / leadership assessment. -Risk assessment, Environment & conditions. -Risk assessment for lone and remote working. -Additional considerations for SUPs The correct application of a combination of these risk assessments appropriate to the task and environment is used to create a comprehensive framework for managing risk. Due to the ever-changing nature of the environment there may be times where this document ceases to be applicable or has to be modified to best meet the demands of the situation. All decisions made will be underpinned by dynamic risk assessment and professional judgment based on experience and training. At all times Aquaforge limited and associated persons will act with due regard to their own, and participants safety. Aquaforge will provide copies of the risk management document to the customer should it be requested.
Lone & remote working
It is to be expected that representatives of Aquaforge will operate independently and may be the sole leader or qualified person during the delivery of a service. A lone working risk assessment has been written to safeguard the service provider and the customer in the eventuality that the provider becomes incapacitated. In line with the risk management policy this can be viewed upon request.
Usage and loss of customer equipment
The customer is responsible for their own kit and equipment at all times during the period in which the service is offered. And damage or loss of personal kit or equipment will not be reimbursed by Aquaforge limited. The customer is advised to hold insurance for equipment loss or damage. Any equipment provided by the participant will be checked prior to the commencement of the service for its suitability for the intended use. Where there is an issue, an alternative option will be offered if possible. If a suitable alternative is not available, it may not be permissible to use this equipment for the service offered and it may not be possible to continue with the service. In this eventuality Aquaforge limited reserves the right to cancel the service and provide no reimbursement or refund at it’s discretion. It is considered the responsibility of the customer to ensure their equipment is appropriate for the intended use unless explicitly stated otherwise. If the customer is uncertain Aquaforge will happily provide advice.
Usage of equipment provided by Aquaforge limited
In circumstances where equipment has been lent to the customer by Aquaforge limited we ask that the customer make reasonable effort to look after this equipment to prevent loss or damage. Aquaforge Limited may seek to recover the cost to replace any items following damage or loss arising from negligence or lack of care.
GDPR
Any information requested by Aquaforge is requested in the interest of offering the high-quality coaching, courses, and experiences. Information is collected under the following principles. -We will never sell your personal data. -We will only collect the information we need. -We will only keep your data for as long as we need to. -Information will be held securely, and you have the right to see this information and have it deleted at your request. Information obtained by Aquaforge limited is to provide us with the necessary information to deliver the service selected by the customer. Due to the inherent risks posed by the services offered information is gathered so that Aquaforge can disclose medical and personal information to medical personnel in the eventuality that the customer is not able to. Typical examples of this information include: -First and last name. -Date of birth. -Address -Phone number -Emergency contact information. -Email address. -Medical issues. -Medication taken or prescribed. For some services we may take additional, or different information. This will be made clear on the registration form or data collection used. If at any time you believe we are gathering too much information, please let us know. We may at times contact you regarding opportunities that may be of specific personal interest to you. You have the right to ask us not to, should you prefer we did not contact you for this purpose. Our website is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall. All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail. We may contact you regarding your individual needs as they relate to our services, to gather additional information as it relates to one or more of our services you may have booked, or to disseminate information regarding a booking you may have made, examples include but are not limited to; Contacting you to better understand your needs and motivations ahead of a booked coaching session, or to ask you to join a communication platform ahead of a trip you have booked to confirm locations, timing etc. We may share your data, including name, and any relevant medical / emergency contact information with our partners, including third party coaches, leaders, and tutors as appropriate. We will only share this information when a product that you have booked is delivered wholly or partly by the third party for the efficient operation of the product that you have booked, and the enactment of emergency procedures including release of medical information and emergency contact information to the emergency services or medical personnel as required. In addition to the methods outlined above your personal data will only be stored on secure, password protected devices, if paper copies have been obtained or generated these will be stored in a locked and secure environment, unless they are specifically required to satisfy a duty of care or legal obligation in an environment where it is not practicable to do so digitally. We will keep your personal information for 7 years to comply with legal requirements such as insurance and tax purposes. After 7 years this information will either be deleted or shredded. You have a right to request access to the personal information that we hold about you. If you believe that any of your personal information is inaccurate or incomplete, you have a right to request that we correct or complete your personal information You have a right to request that we restrict the processing of your personal information for specific purposes If you wish us to delete your personal information, you may request that we do so. You have a right to complain about how we process your data. Information can be found about how to do this under our complaints policy. This policy has been written with the intention of being clear, understandable and totally transparent. If you do not understand any of this policy please do not hesitate to let us know and we can ensure everything is as clear as possible. We urge you to also view our privacy policy (Website) if you have used Aquaforge.co.uk or made payment via online portal.
Disclosure of medical information
Any medical condition and / or medication being currently taken which affects your daily health and may have an impact on your involvement in the activity or service must be disclosed to the provider prior to, or at the start of the services commencement. Should medical information have changed since filling out the booking form or subsequent data collection the provider must be updated as soon as possible. Failure to supply relevant, up to date medical information may compromise the providers ability to fully offer the services or act in your best interest.
Refusal to provide services
In the interest of the customer’s, provider’s, and the group’s safety Aquaforge limited reserves the right to refuse to provide services or cancel a service or booking with little or no notice, including whilst they are being delivered. Cancellations and refusals will be considered and applied for (but not limited to) the below reasons. -The kit and equipment supplied by the customer is not appropriate or deemed unsafe. -A medical condition or the use of medication make it unsafe or inappropriate to deliver the services. -The client’s behaviour makes it unsafe or inappropriate to deliver the services. -The client does not meet the demands, or requirements of the service. Where the customer has misrepresented themselves to Aquaforge limited while making a booking or providing information requested or has behaved in a manner causing the refusal to provide a service Aquaforge limited may choose to provide no refund or compensation.
Complaints and appeals
Aquaforge limited will always endeavour to provide the best possible experience through the services it offers. Should you have an issue with the level of service or the experience you’ve received please contact us as soon as possible, we will always do what we can to resolve any issues. During formal training, or assessment you may wish to appeal a decision given or lodge a complaint about the service you have received you may want to explore Paddles up training’s relevant policies and guidance. These can be found at https://paddlesuptraining.com/policies/