Something not working?
Let’s sort it out.
Find answers quickly, or send the details we need to help with your station, booking, gear, return or safety question.
Whatever comes up — support is one tap away
If something goes wrong, reach out with your location, booking details, and what’s happening. One message is all we need.
Check your booking.
Hit a snag? Send us a message with your location, booking details, and what’s happening — we’ll take it from there.
Something feel wrong? Don’t push through.
Don’t force the locker — and never use gear that’s damaged, missing, or not assigned to your booking. Report it and we’ll sort it out.
Paddle smart. Stay safe.
When conditions change, trust your gut and paddle back early. Contact us when you are safe.
Finish clean.
Return gear to the booked station and send a support request before leaving the area if return is blocked.
Get the help you need.
Find answers quickly, then send us a message if the station, booking, gear or app is holding you up.
I have a problem right now
Issues with pickup, missing gear, damaged gear, weather, returns or anything else.
Bookings and payments
Booking changes, cancellation questions, refunds, receipts, scheduling or confirmation email questions.
How PaddlePoint works
New here? Read the step-by-step guide from booking to returning your gear.
Safety information
Safety equipment, rescue, 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, pet 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 when the message is received.
- EmergencyIn an emergency, call 911 first. We are here for everything else.
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. You can also leave dry items in your locker like a towel or change of clothes.
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 PaddlePoint Web App, check that your booking time has started and send a support request 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 conditions 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 pickup or return, report it before leaving the station.
Is there a refund policy?+
Refunds or credits depend on timing, station conditions and the booking terms. If a station issue blocks pickup or return, report it before leaving the station.