Lesson Booking Policies

Effective: December 17, 2025 · Version 1.0

These policies apply to lesson bookings purchased through SurferWorldWide/SurferUniversity.

Current scope (MVP):

  • Applies to lesson sales (guest or logged-in)
  • Does not cover School tiers, subscriptions, Surfer Plus, or Tournaments
  • Does not cover Payment Links (disabled for this phase)

1. Key Definitions

Booking: A lesson reservation created on the platform.

Start time: The agreed lesson start time (or the scheduled time once confirmed).

No-show: A party does not attend within a reasonable grace window.

Platform fee: The service fee charged by the platform.

Payment processing fees: Fees charged by the payment processor (e.g., Stripe).

2. Rescheduling Policy

Free reschedule: One (1) free reschedule is allowed if requested at least 24 hours before the start time.

Within 24 hours: Rescheduling is subject to instructor availability. If no alternative time is available, the request is treated as a cancellation and the cancellation rules apply.

How to request: Use the platform messaging/booking flow (recommended) or contact support with the booking ID.

3. Cancellation & Refund Policy (Student)

Refund outcomes depend on when the student cancels relative to the start time:

More than 24 hours before:

Full refund of the lesson amount.

Between 24 hours and 2 hours before:

Partial refund (typically 50%) or platform credit.

Less than 2 hours before / after start time:

No refund.

Note (fees):

  • Payment processing fees may be non-refundable depending on the payment processor rules and region.
  • If fees are non-refundable, refunds may be issued minus processing fees.

4. Cancellation & Refund Policy (Instructor)

If the instructor cancels:

More than 2 hours before:

Student receives a full refund or can choose a free reschedule.

Less than 2 hours before / no-show:

Student receives a full refund and may be eligible for a goodwill credit at platform discretion.

5. No-Show Policy

Student no-show:

If the student does not attend within a 15-minute grace period, the booking may be marked as a no-show. No refund.

Instructor no-show:

If the instructor does not attend within a 15-minute grace period, the student is eligible for a full refund or priority reschedule.

6. Weather & Safety

Surf lessons may be impacted by weather, ocean conditions, or safety constraints.

If the instructor determines conditions are unsafe, the booking should be rescheduled at no additional charge. If rescheduling is not possible within a reasonable timeframe, a refund may be issued.

7. Chargebacks / Disputes

If a cardholder opens a payment dispute (chargeback):

  • The platform will review the booking details (messages, timestamps, confirmations, evidence).
  • If the dispute is decided against the platform/instructor, funds may be reversed.
  • Dispute/chargeback fees charged by the payment processor may apply.

Operational rule (MVP):

The platform may require cooperation from the instructor (proof of service) to contest disputes.

8. Payout Timing (Instructor)

Payout timing depends on the payment processor and the instructor's connected payout account status.

  • In general, payouts are not instant and may be subject to rolling schedules.
  • Any "weekly payout" language should be interpreted as reporting/settlement cadence, not a guarantee of exact arrival time.

9. Support & Exceptions

If something went wrong (fraud, double charge, severe service issue), contact support with:

  • Booking ID
  • Date/time
  • Instructor name
  • Brief description

The platform may grant exceptions (refunds/credits) at its discretion in edge cases.

10. Policy Changes

These policies may evolve. The latest version will be published in this document.

Disclaimer: This document describes product policies for MVP operations and is not legal advice. For compliance and jurisdiction-specific wording, consult a qualified professional.