How can we help?
Stay calm.
Find answers quickly, or send the details we need to help with your station, booking, gear, return or safety question.
When the day needs help, the path stays simple.
If something blocks the water day, send one clear message with where you are, your booking and what is happening.
Check the booking.
Station, time, gear, final price and policy should be clear before you leave.
Pause if it feels wrong.
Do not force a locker or use damaged, missing or unassigned gear.
Choose the safe path.
If wind, daylight or water conditions shift, come back early and contact support.
Close the loop.
Return gear to the booked station and report issues before leaving the area.
Start with the right help path
Find answers quickly, then send one useful message if the station, booking, gear or app is blocking your water day.
I have a problem right now
Pickup, missing gear, damaged gear, weather hold, return or a blocked station moment.
Bookings and payments
Booking changes, cancellation questions, refund path, receipt, timing or confirmation email questions.
How PaddlePoint works
New here? Read the step-by-step guide from booking to returning your gear.
Safety information
PFD, cold water, capsize, wind, visibility, daylight and when not to paddle.
Get help step by step
- 1. Check the guideUse the Paddler Guide if you are unsure how pickup, return or End session should work.
- 2. Check the FAQUse the questions below for gear, weather, cancellation, age, dog and damage questions.
- 3. Use the support formAt the station, include your booking, station, issue type and a photo if it helps.
- 4. Wait for supportFor non-urgent issues, support replies by the right channel when the message is received.
- EmergencyIf a person is in danger, call local emergency services first.
Frequently asked questions
What do I need to bring?+
PaddlePoint provides the booked board or kayak, paddle, PFD and included station gear unless your booking says otherwise. Bring reef-safe sunscreen, water, clothing that can get wet, water shoes or sandals, a hat and a charged phone.
Can I cancel last minute?+
Cancellation, credit and refund handling depends on the station terms shown in your booking. Use the support form if you cannot find the answer in your booking or confirmation.
What happens if it rains?+
Light rain may still be paddleable. Wind, visibility, daylight and water conditions matter more. If conditions feel unsafe or beyond your ability, do not launch.
Are there age or weight limits?+
Requirements can depend on equipment, location and booking terms. Check your booking and station page before arrival, especially for minors or heavier gear needs.
Can I bring my dog?+
Dog rules depend on the station, water conditions and local restrictions. Check the station page and keep the session short if your dog is new to paddling.
What if the locker or pickup does not work?+
Open your booking in the Paddler App, check that your booking time has started and use Report issue or the support form if access is blocked. Do not force the locker.
Do I need paddling experience?+
No advanced experience is needed for calm beginner-friendly conditions, but you still need to stay close, wear the PFD and avoid wind, low light or water beyond your ability.
What if gear is damaged or missing?+
Report damage, missing gear or unsafe equipment before paddling. Do not use unassigned equipment. If you notice damage during return, report it before leaving the station.
Is there a refund policy?+
Refund or credit paths depend on timing, station conditions and the booking terms. If a station issue blocks pickup or return, report it before leaving the station.