Frequently Asked Questions (FAQ) – Answers, Guides & Resources

Your personal experience with online rentals starts with a simple reservation and ends with a confident drive home. We designed our system for customers 和 renters with times that fit your life, giving you a place 至 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 和 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 雨水 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 和 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 行程 longer than usual.

frequently asked questions: what to know before booking和 when a rental is required 或 designated at pickup. We outline necessary steps and rules for child passengers and riders. We provide assistance 至 customers with their rentals, so every life is full of 行程 和 times, including hour windows that fit each schedule.

FREQUENTLY ASKED QUESTIONS ABOUT OUR RENTALS

如何预订租赁：分步指南

首先访问我们的在线平台，浏览可供租赁的项目并阅读由专业人员提供的指南。这个在线流程可帮助客户比较海上探险、旅行或内陆体验的各种选项，并规划所需时间以便顺利预订。.

查看每个租赁房源来选择您的租赁；考虑容量、安全功能以及提供的物品。如果有儿童出行，请查看指定的选项和任何乘客限制；每个租赁房源列表都包含清晰的详细信息，以帮助您做出决定。.

为一个特定的时间（通常在一小时内）预留或保留所选商品。通常提供临时保留，以便在您完成订单时确保您的位置，然后预留变为永久保留。.

在线或亲自完成结账；选择您喜欢的付款方式，如Visa、Mastercard或接受现金的地方。您的预订可能会注明需要支付押金或款项，以确保为您保留位置并按描述提供租赁服务。.

提货当日，请携带指定文件和预订时提供的任何通行证。我们训练有素的团队将核实信息，解答疑问，并确认订单，以确保安全交接。.

在码头或海洋附近的指定地点，将交付租赁物；骑手和驾驶员应在启动前查看设备、标志和安全规则。可能会提供快速试驾，以确保一切正常运行。.

在您的旅途中，请遵守规则并注意安全；恶劣天气（如降雨）可能会影响计划。如果需要帮助，请联系我们的团队，如果可能，我们可以在同一预订中重新安排，并提出替代方案。.

行程结束后，请将租赁物品归还至原地点或停靠站，最好在规定时间内归还；确保物品完整且状况良好。如果您喜欢这次体验，可以通过延长租赁时间或在线安排新的行程。.

在每个步骤中，您都可以依靠我们的指南和支持；如果您有常见问题，请查看在线常见问题解答或发送便条寻求帮助。我们拥有多年为客户服务的经验，流程清晰高效。.

租赁包含哪些内容以及需要携带什么

每次租赁，您都会收到全套装备、安全设备，以及由训练有素的导游带领的海洋体验。租赁包括救生衣、基本安全装备、防水储物空间，以及码头的取货和归还通道。出发前，您将获得关于规则和安全方面的简报，并且在您的水上活动期间，我们的协助团队随时待命。该设置设计得自然而简单，如果需要，可以暂时保留您的预订。预订可以在网上或码头进行；我们接受万事达卡、维萨卡和现金。如果天气恶劣或有降雨预报，您的预订可以重新安排，以获得比您最初计划更长、更安全的体验。一些设备上的V形条纹标记可以帮助骑手更快地识别合适的装备。.

• 全套租赁装备、安全设备（包括救生衣）以及由训练有素的导游提供的指导体验。.
• 可进入指定码头和下水区域，安全装卸货物。.
• 专为海洋旅行打造的配置和支持，让每位旅客都能轻松安全地租借。.
• 可选择在线或现场下单；您的订单将以您的姓名保留，并可通过您的通行证或预订代码访问。.
• 办理入住时或在线支付方式：万事达卡、维萨卡或现金。.
• 在您水上活动期间获得工作人员的协助以及持续的安全指导。.

What to bring:

1. 有效的政府颁发的带照片的身份证件以及预订姓名（必需）。.
2. 支付方式：万事达卡、维萨卡或现金；如果您已在线预订，请携带收据或确认码。必要时，您的卡可能会被临时冻结。.
3. 旅行个人物品：水壶、防晒霜、帽子、太阳镜以及适合雨天或恶劣天气的衣物；携带一个小型防水袋，用于存放贵重物品。.
4. 对于家庭和需要在成人监督下的骑行者：儿童尺寸救生衣和任何儿童专用装备；所有租赁产品都设计为合身。.
5. 任何您想测试或使用的个人装备，例如手套或防护服，由我们训练有素的员工提供，以确保合身和舒适。.
6. 如果您已有海洋通行证，请携带；如果没有，您可以在线或现场获取，以加快入场速度。.

归还和时间注意事项：装备必须在行程结束后归还至指定地点；码头的登记时间为每小时一次，以保持流程顺畅。如果您需要延长或重新安排，我们可以快速满足您的要求和变更；您可以通过在线或电话方式与我们联系。所有租赁服务都旨在为每位客户提供安全和愉快的体验，并提供关于保留、预订状态以及我们团队协助的明确指南。.

付款、押金、退款和取消政策

付款方式：我们接受万事达卡和维萨卡用于在线预订。 根据服务类型，预订时需支付全额或押金以保留您的预订。 对于租赁，需要在码头支付指定押金以保留设备，押金将在您预订开始时用于抵扣总额。 如果您选择全额付款，我们将通过电子邮件向您发送确认函，其中包含您的订单详细信息和提供的付款方式。 多年来，这一直是标准做法，有助于确保您正确预订。.

押金和预授权：需要全额或部分押金以确保预订，尤其是较长行程。在高峰期，预授权可能持续更久。预授权将一直保持到体验完成或租赁物归还，这是为了确保您的位置。处理完成后，预授权将释放到原始付款方式；如有退款，将发送至在线提供的付款方式。对于家庭而言，儿童旅客必须遵守安全规定并携带任何必要的个人装备。您的预订状态会在收据上显示指定的指示符和一个 V 形图标，以帮助您跟踪它。.

取消政策：本政策适用于每次租赁。您可以在线取消或联系我们的预订团队。如果您在指定时间前至少 24 小时取消，您可能会收到全额退款。在此时间范围之后取消可能会产生费用或不予退款，具体取决于预订的内容和订单类型。该政策不适用于超出其范围的项目。在生命安全方面，海洋的恶劣天气和其他自然条件可能导致重新安排而不是退款；您可以选择新的时间或指定的日期，并且您的付款可以转移到另一次旅行。退款将退回到原始付款方式，并且可能需要一段时间才能在您的账单上显示；发卡机构的处理时间可能不同。如果您询问了有关退款、押金或取消政策的问题，我们的团队将说明您的特定租赁或旅行哪些可以退款，哪些不能退款。.

补充说明：对于租赁者和有乘客的客户，我们训练有素的导游会协助确保安全并遵守规则。请携带适当的身份证明、在需要时携带通行证以及租赁所需的任何个人装备。每个预订都以您的名义保留，并且可以在在线门户中进行调整；如果您需要重新安排时间，重新安排的行程将反映新的时间和日期。无论您有多年经验还是刚接触这项活动，我们的导游都会提供必要的指导，并可能进行安全测试以确保安全。如果出现任何与预期不符的情况，请联系我们，我们将迅速解决，以避免对退款、押金或取消政策产生误解。您需要携带和应该携带的物品已在您的确认函和我们的网站上说明，我们随时为您解答关于您的预订保留时间、您应该携带什么以及如何更好地规划您的行程的问题。.

入住和退房：时间、权限和要求

入住时间和访问 办理入住时间和访问详情会发布在您的预订信息和在线指南中。办理入住从您租赁当日的指定时间开始，到您获得访问权限时结束。如果您提前到达，您可以在码头或指定的候客区等候。每位承租人必须出示其预订号码、有效的带照片身份证件和付款方式（现金或万事达卡）。大多数行程都可以进行在线办理入住，这有助于加快每位客户的办理速度。抵达时，可对访问代码进行快速测试，以验证是否可以进入。.

Access and location 前往租赁区域的入口位于海边码头。请使用您预留的通行证或签发到您帐户的数字钥匙。该通行证与您的预订相关联，旨在防止共享。抵达后，请按照指定标志、V形标记和工作人员的指示。如果您开车前来，请驶往指定的码头区域；停车规则张贴在入口处的告示牌上。离开前，请将通行证和任何借用的设备归还给码头的工作人员。.

所需文件及付款 需要提供有效的政府签发的带照片的身份证件、预订确认单和付款方式。我们接受现金或万事达卡支付现场费用，以及提前在线支付。对于较长的行程或租赁，请确保您的付款方式有足够的资金和必要的安全预扣款。办理退房手续时，如果租赁品以适当、安全的状态归还，预扣款将被解除。如需支付方面的帮助或对预订有疑问，请联系客户支持。.

提供装备、安全保障和向导 所有安全装备均已提供，并在每次行程前经过检查。包括救生衣和头盔（如需要）。导游和训练有素的工作人员随时为您提供帮助、解答疑问并解释规则。对于儿童骑手，我们将提供适合其年龄的设备。如有需要，我们可提供协助，以确保每位骑手都能获得安全而愉快的体验。.

天气、恶劣天气状况和重新安排 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.