Complaints Policy

This Complaints Policy explains how customers may submit a complaint regarding courses or services provided by StormJib Sailing Academy.

Submitting a Complaint

• A complaint should be submitted without undue delay after the issue is identified, preferably with the booking date, participant name, course title and a clear description of the matter.
• Where possible, supporting materials such as photographs, correspondence or payment documents should be included.

Review and Communication

• StormJib Sailing Academy confirms receipt of the complaint and reviews the information against the booking, course records and the statement of the relevant instructor or skipper.
• Additional information may be requested if it is needed for a fair assessment.

Possible Outcomes

• Depending on the nature of the issue, StormJib Sailing Academy may offer replacement performance, an alternative date, a reasonable price reduction, a refund or another mutually acceptable solution.
• Programme changes caused by safety requirements or weather conditions are assessed according to the circumstances of the specific course.

Timeframe and Contact

• Complaints are handled as promptly as possible. The response is sent to the contact address provided in the booking or complaint.
• Current contact options are published on stormjib.cz.