Frequently Asked Questions (FAQ) - Answers, Guides & Resources
Alexandra
Your personal experience with online rentals starts with a simple reservation and ends with a confident drive home. We designed our system for customers and renters with times that fit your life, giving you a place to hold a booking and send updates when plans change. Over years of service, this has become a proper experience that makes every step easier, even under inclement weather.
mastercard and visa are supported by our payment flow, along with cash on delivery. You can bring your payment pass or use a designated card on file. The reservation is provided with full details, and you can send changes any time. If a trip is delayed by rain or other inclement conditions, we can reschedule and keep times moving forward. This test ensures secure processing and assistance if needed.
Our fleet and docks are ready for tough weather; our trained guides walk you through rules and safety for riders and child passengers. Packages include a clear pass and a designated pickup place near the ocean and its docks, with chevron-marked lanes for easy access. In case of inclement weather, their trips stay on schedule with the times you expect, and returned items are processed quickly. This can make trips longer than usual.
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frequently asked questions: what to know before booking, and when a rental is required or designated at pickup. We outline necessary steps and rules for child passengers and riders. We provide assistance to customers with their rentals, so every life is full of trips and times, including hour windows that fit each schedule.
FREQUENTLY ASKED QUESTIONS ABOUT OUR RENTALS
What is included in the rental experience? | Our rentals include trained guides, safety rules, and safe assistance during every trip. The experience covers a personal hand-off, with equipment and guides designed for riders of all ages. Rentals are available longer than one hour and can be extended per your needs. All gear is inspected for safety, and life-saving assistance is available if needed. |
How do I reserve and pay? | You can book online and receive a reservation confirmation. We accept visa, mastercard, and cash. A hold may be placed on your payment method to guarantee the times; you can also pay in person at the pickup place. The process is simple and flexible for every customer. |
What happens if it rains or the weather is inclement? | In case of rain or inclement conditions, your reservation can be rescheduled to a later time. We send updates by email or text and provide a new time slot. Our policies ensure a safe experience under unpredictable conditions. |
What safety measures are in place? | Renters receive trained instruction and a safety briefing before each trip. Personal protective equipment is provided, and our crew offers safety assistance throughout. Children require adult supervision, and every rider should pass a basic safety test before riding. |
What do I need to bring and where do I pick up? | Please bring your photo ID and the card used for payment if needed. Your reservation contains pickup details at the place near our docks and the ocean. If required, you may bring a small bag and comfortable clothing; please bring your own water for longer trips. |
What is our cancellation and rescheduling policy? | You can reschedule within policy windows without fees. If you cancel, refunds depend on the timing of notice. A hold may be used to protect your spot, and a full or partial refund is provided when appropriate. Returned gear is checked and cleaned promptly. |
Who can rent and are there age or experience requirements? | Our rules apply to every renter. The experience can be enjoyed by adults and supervised children; a guardian must be present for younger riders. For first-timers, we offer a guided test ride and training session before any longer trips. |
What about special passes or customer loyalty? | A loyalty pass or chevron-coded badge may be issued for returning customers. This helps speed up online check-ins and ensures proper handling of multiple rentals. |
How to book a rental: step-by-step guide
Start by visiting our online platform to browse available rentals and read the guides provided by trained staff. This online process helps customers compare options for ocean adventures, trips, or inland experiences, and to plan the necessary time for a smooth reservation.
Choose your rental by reviewing each listing; consider capacity, safety features, and what is provided. If a child will travel, check the designated options and any passenger limits; every rental listing includes clear details to help you decide.
Place a reservation or hold the selected item for a specific time, often within an hour. A temporary hold is often available to secure your place while you finish the order, and then the reservation becomes permanent.
Complete checkout online or in person; choose your preferred payment method such as Visa, Mastercard, or cash where accepted. A deposit or required payment may be noted on your reservation to ensure your place is held and the rental is provided as described.
On the day of pickup, bring your designated documents and any pass provided during booking. Our trained team will verify the information, answer questions, and confirm the order to ensure a safe handover.
At the designated place near the docks or ocean, the rental is handed over; riders and drivers should review the equipment, signs, and safety rules before you start. A quick test drive may be offered to ensure everything operates properly.
During your trip, follow the rules and stay safe; inclement weather such as rain can affect plans. If assistance is needed, contact our team and we can rescheduled within the same reservation if possible and propose alternatives.
Return your rental to the same place or docks when the trip ends, ideally within the allotted time; ensure the item is returned in full and in good condition. If you enjoyed the experience, you can extend with longer rentals or schedule a new trip online.
From each step, you can rely on our guides and support; if you have a frequently asked question, check the online FAQ or send a note for assistance. We have years of experience serving customers with a clear, efficient process.
What’s included with the rental and what to bring
For each rental, you receive a full gear kit, safety equipment, and a guided ocean experience with trained guides. The rental includes a life jacket, basic safety gear, waterproof storage, and access to the docks for pickup and return. You’ll get a proper briefing about rules and safety before you depart, and our assistance team is available during your time on the water. The setup is designed to be natural and simple, with a temporary hold on your reservation if needed. Reservations can be placed online or at the dock; we accept mastercard, visa, and cash. If weather is inclement or rain is forecast, your reservation can be rescheduled for a longer, safer experience than your initial plan. chevron markings on some equipment help riders identify the right gear more quickly.
- Full rental gear kit, safety equipment (including life jackets) and a guided experience with trained guides.
- Access to designated docks and launch areas for safe loading and unloading.
- Ocean-ready setup and support to make renting easy and safe for every traveler.
- Option to order online or at the location; your order is reserved under your name and can be accessed with your pass or reservation code.
- Payment options at check-in or online: mastercard, visa, or cash.
- Assistance from staff during your time on the water and ongoing safety guidance.
What to bring:
- Valid government-issued photo ID and the reservation name (required).
- Payment method: mastercard, visa, or cash; if you’ve reserved online, bring the receipt or confirmation code. A temporary hold may be placed on your card when necessary.
- Personal items for the trip: water bottle, sunscreen, hat, sunglasses, and weather-appropriate clothing for rain or inclement conditions; bring a small waterproof bag for valuables.
- For families and riders under adult supervision: child-sized life jacket and any child-specific gear; all rentals are designed to fit properly.
- Any personal gear you want to test or use, such as gloves or protective wear, provided by our trained staff for fit and comfort.
- Bring your ocean pass if you already have one; if not, you can obtain one online or on-site to speed entry.
Return and timing notes: gear must be returned to the designated place at the end of your trip; check-in times are every hour at the docks to keep the flow smooth. If you need to extend or reschedule, we can accommodate requests and changes quickly; you can contact us online or by phone. All rentals are designed to be safe and enjoyable for every customer, with clear guidelines on hold, reservation status, and assistance from our team.
Payment, deposits, refunds, and cancellation policy
Payment methods: We accept Mastercard and Visa for online reservations. Payment in full or a deposit to hold your reservation is required at booking, depending on the service. For rentals, a designated deposit is required to hold equipment at the docks by the ocean, and the deposit will be applied toward the total when your reservation begins. If you choose to pay in full, we will send you a confirmation by email with your order details and the payment method provided. This has been standard practice for years and helps ensure your place is reserved properly.
Deposits and holds: A full or partial deposit is required to secure rentals, especially for longer trips. The hold may last longer during peak times. The hold remains until the experience is completed or the rental is returned, and it is necessary to secure your slot. The hold will release to the original payment method once processing is finished; refunds, if due, will be sent to the payment method provided online. For families, child travelers must comply with safety rules and bring any necessary personal gear. Your reservation status is shown with a designated indicator and a chevron icon on the receipt to help you track it.
Cancellation policy: This policy applies to every rental. You can cancel online or by contacting our reservations team. If you cancel at least 24 hours before the designated hour, you may receive a full refund. Cancellations after that window may incur a fee or no refund, depending on what was reserved and the order type. The policy does not apply to items outside its scope. In life safety contexts, inclement weather and other natural conditions at the ocean may lead to reschedule rather than refund; you can choose a new time or a designated date, and your payment can be moved to another trip. Refunds are issued to the original payment method and may take time to appear on your statement; the issuer may have different processing times. If you asked a question about refunds, deposits, or cancellation policies, our team will clarify what is refundable for your specific rental or trip and what is not.
Additional notes: For renters and customers with riders, our trained guides with assistance help ensure safety and compliance with rules. Bring proper identification, a pass where required, and any personal equipment specified for the rental. Each reservation is reserved under your name and can be adjusted in the online portal; if you need to reschedule, rescheduled trips will reflect a new time and date. If you have years of experience or are new to this activity, our guides will provide the necessary instruction, and a safety test may be performed to ensure safety. If something does not appear as expected, please contact us and we will address it quickly to avoid misunderstandings about refunds, deposits, or cancellation policies. What you bring and what you need to bring is explained in your confirmation and on our site, and we are here to answer any question about when your reservation is reserved, what you should bring, and how to plan your trips better.
Check-in and check-out: timing, access, and requirements
Check-in timing and access Check-in timing and access details are published in your reservation and online guides. Check-in starts at the designated hour on the day of your rental and ends when your access is granted. If you arrive early, you may wait at the docks or designated waiting area. Each renter must present their reservation number, a valid photo ID, and a payment method (cash or Mastercard). Online check-in is available for most trips and helps make the process faster for every customer. A quick test of the access code may be performed to verify entry when you arrive.
Access and location Access to the rental area is at the ocean docks. Use your reserved pass or digital key issued to your account. The pass is linked to your reservation and is designed to prevent sharing. When you arrive, follow designated signs, chevron markers, and staff directions. If you arrive by car, drive to the designated dock area; parking rules are posted on access boards. Return the pass and any borrowed equipment to staff at the docks before you leave.
Required documents and payments A valid government-issued photo ID, reservation confirmation, and a payment method are required. We accept cash or Mastercard for on-site charges, plus online payments in advance. For longer trips or rentals, ensure your payment method holds sufficient funds and any necessary security holds. At check-out, the hold is released if the rental is returned in proper, safe condition. For assistance with payments or questions about their reservation, contact customer support.
Provided gear, safety, and guides All safety gear is provided and inspected prior to each trip. Life jackets and helmets where required are included. Guides and trained staff are available to assist, answer questions, and explain the rules. For child riders, age-appropriate equipment is provided. Assistance is available on request to ensure every rider has a safe and enjoyable experience.
Weather, inclement conditions, and rescheduling In times of inclement weather or natural conditions, access can be temporarily limited. Rain or other weather events may trigger a rescheduled start time or alternate plan. We will send updates to customers and work with you to rebook within the same day if possible. If you need to reschedule, use the online system or contact staff. The goal is to keep your experience safe and minimize disruption.
Check-out and return Check-out occurs at the designated hour and must be completed before the rental time ends. Return all rented items to the same docks or prescribed location in the same condition as when received. A quick safety and equipment check is performed; once approved, the hold on your payment method is released and the rental is considered returned. If items are damaged or missing, additional charges may apply. Passes, keys, and access tools must be returned to staff; late or failed returns may affect future reservations.
Additional notes for a smooth experience If you need more time, extend the rental by contacting us early to avoid conflicts with other renters. Reservations are managed online and can be updated. Personal assistance is available at the docks. Our experience over years of operation informs the rules and guides you see in the resources, and the process is designed to be simple and safe for every rider, renter, or guest reserved for an ocean trip.
Help and support: contact options, maintenance requests, and issue resolution
What you can expect from our help and support hub: clear guidance, rapid response, and a safe, trained team with years of experience ready to assist customers renting gear, trips, or experiences. In case of inclement weather, our guides provide the necessary information to keep you safe and informed. You can reach us online to send questions, start a reservation, or report an issue; their responses are designed to be helpful under any conditions. For payment, Mastercard and Visa are accepted, and you can hold a rental or pass until your reservation is confirmed.
Contact options include online chat, email, and a dedicated phone line. Look for the designated support hours in your region, and use the online form to submit a request when you are unable to call. Our team will respond with a helpful message and, if needed, direct you to the on-site staff at docks or at the place where your activity begins. When you contact us, please have your order or reservation number ready to speed things up.
Maintenance requests can be submitted through the online portal or by the support team. Provide the item, the specific issue, and any required details such as photos or test results to help us diagnose quickly. Each request is assigned a designated ticket number and tracked under your account, so you can review status and receive updates as the situation progresses. If the issue affects safety or operations, it will be treated as a priority and, if necessary, rescheduled to minimize disruption to your life and trips.
Issue resolution follows a structured flow: acknowledgement of the problem, assessment by trained technicians or agents, and a recommended fix or replacement. Depending on the scenario, you may be offered a partial or full resolution, a credit, or a replacement item. We aim to resolve issues faster than expected, with transparent communication about the expected time and any steps you should take, including what to bring back or return. If a quick fix isn’t possible, we provide clear timelines and options so you can plan your day at the ocean, docks, or urban locations accordingly.
Additional guidance for renters, riders, and families: our support covers rentals of all sizes, including temporary gear or equipment, and is designed to be friendly for customers with children. If you have questions about required documentation, reservations, or times, our guides are available to help you understand the process and what to expect at each stage. For on-site experiences, we ensure safe, proper handling and provide step-by-step instructions before you begin. If a reservation is rescheduled or canceled, you will receive timely notifications and the best possible alternatives, so you can continue your planned trips without unnecessary delays.
