We are a small business, and our sessions involve limited dates, group sizes, booking slots and associated fees. Cancellations cost us greatly in lost revenue and, with a small summer season, missed bookings.
If you can no longer attend a booked activity, please contact us as early as possible, and we will do our best to find a solution for you.
We adhere to the following policy regarding cancellations, transfers, and gift cards. In the event of cancellations by the organiser (Out And Back Coaching) or the participant (you), the following terms and conditions apply:
| Notice period |
Refund/credit policy |
| More than 14 days before the session |
Full refund (minus associated admin fee if booked using a payment platform)
OR 100% credit/gift card toward a future session or activity.
OR date change to another session/activity |
| Less than 14 days before the session |
No refunds or credits will be issued
OR option to transfer the session/activity to another person (no charge) |
2. Transfer Option/ Date Change
If you are within the 14-day ‘no refund’ window and cannot attend, you are welcome to transfer your spot to a friend or family member at no extra cost, provided you have notified us of the change up to 48 hours before the activity starts.
- Rule: The new participant must complete our Booking & Medical Form at least 48 hours before the session begins.
- The Process: You must notify us via email or phone with the name and contact details of the person taking your place so we can verify their waiver and update our register.
- Free date change: If you require a date change and are more than 14 days before the activity starts, get in touch, and we can rebook the activity for another date (no charge).
3. Gift Cards & Credits
- Flexibility: Gift cards and credits are valid for 12 months from the date of issue.
- Versatility: They can be redeemed against any Out And Back Coaching activity (pool, open water, running, or hiking). If the new activity has a higher price point, the balance must be paid at the time of booking.
- Final Sale: Gift cards and promotional credits have no cash value and are non-refundable.
4. Weather & Safety Cancellations (If we cancel the activity)
Given the nature of our business, we are at the mercy of the weather most of the time. Some of our activities may be affected by weather, high winds, storms, temperatures or pollution.
Out And Back Coaching has high standards for the safety of our clients and the safe running of activities. We always gather an accurate picture of the weather conditions in the days leading up to the activity. Your safety is our priority.
- Communication: For weather or concerns over conditions, we will notify you at least 24 hours before the start time via text or email.
- Modified activities: We cannot guarantee summits or destinations. Out And Back Coaching reserves the right to cancel or modify sessions due to dangerous conditions (e.g., lightning, extreme winds, flooding, or unsafe water quality). In the event of dangerous weather or conditions, we endeavour to provide a modified session or activity suited to the client’s ability.
- If modified activities are not an option: If we cancel a session on the day or 24 hours prior for safety reasons, you will receive a 100% credit toward a future date or a full refund.
5. Participant Conduct & Safety Compliance
To ensure the safety of all participants and staff, Out And Back Coaching maintains a zero-tolerance policy regarding unsafe behaviour.
- Instruction: Participants are required to follow all safety briefings and the coach's instructions promptly.
- Removal: We reserve the right to remove any participant from a session immediately if they:
- Act in a manner that endangers themselves or others.
- Refuse to follow the organiser/coach’s safety instructions.
- Display abusive or disruptive behaviour toward the organiser/coach or other participants.
- Outcome: In the event of removal for safety or conduct reasons, no refund or credit will be issued.
6. No-Shows & Equipment Requirements
- Punctuality: To respect the group's time, sessions start promptly. Arrivals more than 10 minutes late will be treated as a "No-Show."
- Mandatory kit: Participants must have appropriate clothing and equipment for the activity. Any participants requiring extra kit or equipment, please get in touch upon booking. Kit lists are sent out with the booking information. If a participant arrives without the minimum mandatory kit listed in their booking email, the coach/organiser may refuse participation. No refund will be issued in this case.
- Non-mandatory kit: For open water swimming, tow floats and wetsuits are NOT mandatory; it is the participant’s responsibility to decide what equipment is required for their own safety. However, tow floats may be required for activities on busy lakes -- clear information and guidance will be provided when booking.
- Medication: Medical conditions alone are not a reason for a participant to be excluded from activities. However, participants who require medication (eg, inhalers, EpiPens, seizure medication) MUST bring it with them. Out And Back Coaching reserves the right to exclude a participant from an activity if they have declared a medical condition and do not have their medication with them.
Contact & Updates
To initiate a transfer or manage a booking, please get in touch:
By booking with Out And Back Coaching, you agree to these terms and conditions.
