Complaints Policy

You have the right to complain about a course or other service if it was not provided in the agreed scope or quality — for example, if the course lasted significantly less than agreed, or if the course content was not delivered for reasons on our side.

Complaints do not apply in situations where:

• the course was interrupted or cancelled based on the captain's decision for safety reasons (weather, boat condition, crew condition),
• the participant failed to follow the instructor's instructions,
• the participant arrived for the course under the influence of alcohol or narcotics,
• the participant did not attend or arrived late without prior notice.

Please raise your complaint as soon as possible after the course ends, and no later than 14 days after it took place. Send us an email at [email protected] with the following information:

• your full name,
• the date and name of the course,
• a description of what did not proceed as agreed,
• what you expect from us (alternative date, discount, partial refund).

We will acknowledge your complaint by email within 3 business days of receipt and resolve it within 30 days. As a resolution we may offer an alternative course date, a discount on a future course, or a partial or full refund — depending on the extent of the issue. We will agree the resolution with you individually.

If we are unable to resolve your complaint to your satisfaction, you have the right to contact the Czech Trade Inspection Authority (ČOI), which provides out-of-court resolution of consumer disputes. More information is available at www.coi.cz.