I've booked my session, now what? We've collated a list of frequently asked questions below. Please also see the Useful Documents section and Locations for further information about your chosen SUP venue.
What time do I need to arrive?
You’ll need to arrive at least 15 minutes before your session’s start time to get changed. We cannot accommodate late-comers. If you have not attended the safety briefing, you will not be allowed on the water.
I made the booking for my friends, now what?
Thank you for convincing your friends to paddle with us. The more, the merrier. If you’ve booked for multiple people, then please have them create user accounts in our system. This saves time on the day, so they don't have to fill out paperwork and they're in our system for discounted rates on future group trips.
Instructions for the rest of the group:
Go to our online bookings calendar. Click ‘Log in’ at the top right corner of the calendar screen and then choose “Create new user account”. This takes you through the consent form. After you receive the confirmation email, click on the link to verify the user account. Log in, locate the Sunday of the week of your session in the calendar and find the 9pm session called “ACTIVE360 PADDLER” Click on “New booking”. Your details should be auto-populated. Simply click “Create booking” and you’re done.
How far will we get?
We will always aim to reach the advertised destination, but sometimes variations in conditions and ability of the group will mean that we will have to turn early. But don’t worry, we have plenty of alternative places to stop along the way, and it won’t affect
your paddling time.
How hard is it?
It’s a brilliant body workout, and you’ll certainly feel it the day after (in a good way), but as we use the tides / sheltered water, your physical ability on a beginner’s session shouldn’t be something to worry about.
Is the water clean?
The Thames is currently one of the cleanest rivers running through a major city in the world, and recognised as a massive environmental success story. It currently boasts about 325 species in its tidal stretches, including; cormorants, herons, seals and salmon, some of which you’ll be sure to see on your trip. You’ll also find lots of people using the river for recreational activities, especially rowing and kayaking. The canals in London support a more modest number of species, and are also used for recreational activities.
As a precaution for paddling in any open water, open cuts should be covered with plasters and tape, and you should wash your hands with soap / antibacterial gel before eating any food. Take a shower if you fall in.
How likely am I to fall in?
Not very likely - but there’s a small chance. We will teach you techniques to help you feel more stable, and get down onto your knees if you need a break from standing. If you do fall in, we provide showers after the session.
What should I bring?
We require you to have footwear while paddling in our urban environments. An old pair of trainers, you don't mind getting wet is fine, or wetshoes if you have some. Wear some technical, light clothing (not cotton or jeans) and always bring further, warm layers if necessary. You’re welcome to borrow a wetsuit, just e-mail us with your rough height and size before the session.
You should also bring a towel and a spare change of clothes, just in case. On most trips, there is an option to stop for a quick drink or snack, so bring some spare change if you’d like purchase something. If you purchase a phone case, neoprene socks, boots or gloves from our online store , let us know, so that these can be collected before your session.
Do sessions ever get cancelled?
We occasionally cancel group trips with 24 hours’ notice if we do not have the minimum number participants to run the session (this is rare between spring – autumn). We will also cancel, if we deem conditions to be unsuitable (e.g. very strong winds, fast fluvial flows, etc.), but we are not put off by a bit of rain. If your session is cancelled by us, you will have an option to reschedule or obtain a full refund. If you’d like to cancel or rearrange your session you must inform us 48hrs beforehand.
I loved the session (hopefully), what’s next?
We offer returning paddler trips for people who have been out on a beginner’s trip at a very reduced rate. We also run longer day trips, fitness sessions and holidays exclusively for returning paddlers. If you’d like to do your own thing, we also sell a great range of the best boards and equipment on the market, and offer discounts for people who have taken our sessions. We have several demo boards, so you’re welcome to try before you buy: www.supshop360.co.uk.
Can I review you?
We thought you’d never ask! We’re still a small club, and your reviews really do make a huge difference, even if you just have time to give us a few stars or say a couple of words. We are keen to keep improving the way we present and introduce SUP, so we invite our customers to share their experience and feedback after using our services. Whatever you have to say, positive or negative, helps us deliver the best possible service. We take all feedback seriously and aim for absolute customer satisfaction. We use an independent review site called Feefo for this. You can also review us on Google, Tripadvisor or Facebook.
If there’s something you didn’t enjoy about your session, we take your feedback very seriously, and we would be grateful for a chance to put it right. Please let us know: email@example.com.
I still have a question
Get in touch by email: firstname.lastname@example.org or give us a call on: 0203 393 5360. We'd be happy to answer your questions.