Sepel Water — Support

Bookings, board orders, coaches, the shop or your account. Pick the flag that fits, or send a message and Grace will get back to you.

Most booking, order and account questions are covered in the tickets below.

Missing confirmation, wrong charge, stuck board order. Write to us with the details.

Data requests, deletion help, or a problem signing in. Email us directly.

Frequently asked

I booked a session but have no confirmation

Open My Sessions in the app; every booking appears there immediately with place, time, instructor and kit list. If it is missing, the booking did not go through and you have not been charged. Try again, or tell us the session and time below.

Can I change the number of people or cancel?

Yes, from the booking itself, as long as the operator's cancellation window has not passed. The window is shown on the booking. Weather cancellations by the operator are always refunded or rebooked.

Where is my custom board?

The order card shows the live stage: Ordered → Shaping → Glassing → Finishing → Shipped → Delivered. Estimated dates update as the manufacturer progresses. If a stage has not moved for more than two weeks, message us with your order number.

Can I still edit a design after ordering?

Only while the status is Ordered . Once shaping starts the specification is locked. Your saved drafts remain editable at any time.

A coach has not replied

Coaches answer in their own time and their availability is shown on their profile. If you have had no reply after a few days, try another coach in the same area or let us know so we can check the profile is still active.

Returns and refunds

Stock items can be returned unused within 14 days of delivery. Start a return from the order in the app. Refunds go back to the original payment method within a few days of the item being received.

Delete my account and data

Settings → Account → Delete account. Bookings, designs and conversations are removed within 30 days. See the Privacy Policy for what we must keep for accounting.

Nearby sessions are not showing

Check that location permission is allowed for Sepel Water in your device settings, or type a place name in the search field instead. Location is only used while the schedule screen is open.

Send a message

Prefer email? grace.porter31@gmail.com

Thanks, paddler .

Your message is noted. Grace usually replies within two working days. If it is urgent, email grace.porter31@gmail.com directly.