Vertikal Cancellation Policy
At Vertikal Indoor Snow Sports we are dedicated to going above and beyond to bring you the full Alpine experience. We work hard to ensure you get the most out of your lessons, and always aim to reschedule appointments before cancelling so you do not miss out.
Failure to reschedule or cancel your appointment can result in loss of business made not only from your booking, but the potential business from other clients wanting to book into that time period. Our instructors have been rostered on specifically for your lesson. For these reasons we do charge a cancellation fee to compensate for our instructors and lost revenue.
In the circumstance that an appointment needs to be cancelled, we follow a strict cancellation policy.
Appointments must be rescheduled in person, or over the phone. Please note that email may not always be a reliable form of communication at peak busy periods. Please speak with us directly if you would like to reschedule or cancel. Our contact can easily be found on the ‘contact’ section of our website
If a client does not show for their lesson with no direct verbal indication to our team, Vertikal ISSA reserves the right to charge a cancellation fee equivalent to the full amount of the lesson. This will be applied to the credit card supplied at the time of booking.
If a cancellation is made less than 24 hours in advance of the lesson start time, Vertikal ISSA reserves the right to charge a cancellation fee equivalent to 50% of the total cost of the booking. If they have paid upfront, Vertikal will refund the client 50% of their original purchase price.
Lessons rescheduled 24 or more hours prior to the time of the booking will not incur cancellation fees if the class is rescheduled within 7 days of the original appointment.
If class packs, race training, ski/snowboard camps, or gift cards have been purchased, Vertikal ISSA has the authority to hold 1 class from the package as a cancellation fee. This will only come into effect should the client fail to give 24 hours notice for rescheduling.
For class packs, race training, ski/snowboard camps, and gift cards, no refund will be issued for unused lessons or credit. Credit may be issued towards future bookings if lessons cannot be completed due to medical complication.
Class packs expire 1 year from the date of purchase.
Unused gift cards expire 1 year from the date of purchase.
If illness or injury occurs, please let our team know at earliest convenience so we can reschedule or cancel at full, partial or no cost to you. This will be decided based on circumstances. Vertikal may require a medical certificate to ensure the best outcome for the client is decided.
Our lessons run every half hour. Clients are instructed by email confirmation to arrive a minimum of 15 minutes prior to their lesson to ensure all documents are signed, classes are paid for, and ski or boarding gear is fitted before the beginning of the lesson. Clients who fail to arrive early to their lesson will receive a shorter lesson time. This is to accommodate the next booking.
In the event a lesson is cut short due to injury or illness, we will provide a substitute lesson at no cost and at a time mutually convenient.