Cancellation and Refund Policy

At Stoked Headquarters Pty Ltd, we're dedicated to giving you the best possible service experience. Your satisfaction is our priority! To serve all our valued clients effectively, we've created this simple cancellation policy to help manage appointments fairly and ensure everyone gets the attention they deserve.

By making a booking and providing payment, you acknowledge and agree to be bound by these terms and conditions.

We have implemented this cancellation policy to clearly outline any costs you may incur when engaging our services. This helps set transparent expectations from the outset.

This Cancellation Policy forms a legally binding agreement between you (the Participant) and Stoked Headquarters Pty Ltd (ACN 689749264) under Victorian law.

Stoked Headquarters Pty. Ltd. is here to help. Please reach out, and we will attempt to rectify the situation as soon as possible.

  1. Change or Cancel Your Booking

    1. All references to cancellation of appointments in this clause are also a reference to rescheduling of appointments.

    2. We understand that plans can change! All we ask is for a 24 hours notice so we can accommodate other Participants. Please give us 24 hours' notice if you need to change or cancel your appointment.

    3. You can do this easily via our booking system or phone call:

      1. or via our booking system

      2. 0419 881 969

    4. If you cancel with less than 24 hours' notice or fail to attend your appointment, a cancellation fee equal to the service price will be applied. We understand that emergencies can occur. If you have a medical emergency or an exceptional circumstance, please notify us and provide supporting documentation, such as medical certificates or hospital records, within 7 days. We will be happy to review the fee.

  2. Change of Location, feel unsure or not happy with the surf conditions

  1. We recommend arriving at the chosen location a minimum of 30 minutes before the recommended location to establish if the conditions are what you feel safe in, if they are not, please notify us immediately on 0419881969

    1. Arriving prior to the session to observe wave conditions;

    2. Checking multiple forecast platforms to assess conditions;

    3. Evaluating your comfort level with the chosen break.

  2. While we provide advice and guidance based on our expertise, you acknowledge that:

    1. Surf conditions are beyond our control;

    2. The final decision to surf rests with you;

  3. At Our discretion we will not refund days that are too small or flat in your opinion.

  4. While we will attempt to accommodate a change of location, this is not guaranteed and may result in:

    1. A modified session with reduced time due to travel requirements.

    2. On-land coaching (including but not limited to forecast analysis, warm-ups, surf drills, and goal setting); or

    3. The final decision will be made by Stoked Headquarters Pty.Ltd,.As part of your surfing development, we strongly recommend:

  5. No refunds will be provided due to undesirable surf conditions in your opinion;

  6. We bear no responsibility for your choice of surf location.

  7. Payment and Cancellation Terms

  1. Full payment is required at the time of booking to secure your Service.

  2. You must provide at least 24 hours' notice for any cancellation or rescheduling of appointments.

  3. Notice must be given through the specified communication channels in clause Change or Cancel Your Booking (3)

  4. If you fail to provide the required 24 hours' notice, or fail to attend your appointment, you acknowledge and agree that:

    1. You will forfeit 100% of any payment made for the service;

    2. This forfeiture represents a genuine pre-estimate of our loss;

    3. No refund will be provided except in circumstances outlined in clause 4. of Change or Cancel Your Booking

  5. If the above 24 hours notice is not given or the notice given is not in accordance with the cancellation process, you will be charged 100% of the Service price for the missed appointment. Late arrivals can only be extended to the remaining time of the scheduled appointment. If you are 30 minutes late for your appointment, we reserve the right to shorten the Service or cancel the appointment at our discretion, which may result in a charge of 100% of the service fee.

  6. Acceptable circumstances for waiving refund policy

  1. We understand that plans may change due to uncontrollable and external circumstances. Missed appointments can be unintentional or may stem from a medical emergency, such as a death in the family, etc. Therefore, subject to approval by Stoked Headquarters Pty Ltd, cancellation due to such circumstances will not result in a forfeited deposit.

  2. After our initial consultation known as "Chat" for the remainder of the document, we deem you are not the appropriate surf level for Stoked HQ services we will issue a refund.

  1. Cancellation by Stoked Headquarters Pty. Ltd.

  1. In the event that Stoked Headquarters Pty. Ltd needs to cancel or reschedule your appointment:

  2. We'll contact you as soon as possible

  3. We'll offer you another appointment time

  4. If we can't find a suitable time within 30 days, we may offer a credit or refund

  5. Any refund consideration will be assessed on a case-by-case basis and is not guaranteed;

  6. Stoked Headquarters reserves the right to cancel appointments due to unforeseen circumstances, including but not limited to: Unsafe weather and surf conditions or natural disasters, equipment malfunction or maintenance, staff illness or emergency, Weather events or natural disasters

  1. Disputes


  1. Stoked Headquarters Pty. Ltd. is here to help, please reach out and we will try and rectify the situation as soon as we can

  2. Please email any concerns to hello@stokedhq.com.au

  3. We'll respond within 14 business days

  4. If we can't resolve the issue, either party may seek mediation through the Victorian Small Business Commission

By signing, you confirm that you understand and agree to the Cancellation Policy.