Paddle Happy: How We Keep It Awesome for You

Here's how we make sure your experience is safe, smooth, and full of good vibes—on and off the water.

At Floatin’ Goat Outfitters we are committed to providing a safe, fun, and memorable paddling experience. Our goal is to treat every customer with respect, transparency, and prompt support. This policy outlines how we handle service, support, safety, and conduct to ensure a great experience for all.

General Conduct & Expectations

• All customers are expected to treat staff, equipment, and fellow paddlers with respect.
• Disruptive, unsafe, or inappropriate behavior may result in denial of service without refund.
• We reserve the right to refuse service (see Right to Refuse clause in waiver) for any reason related to safety or misconduct.

Timeliness

• Please arrive at least 15 minutes before your scheduled time to ensure check-in, safety briefing, and departure go smoothly. 
• Your rental time is reserved specifically for you—arriving late can impact other customers and our ability to stay on schedule.
• Customers arriving more than 15 minutes late will be considered a no-show and will not receive a refund (see Cancellation Policy).
• Please respect the return time for your rental, as delays may affect the next group’s launch time. Additional fees may apply for late returns.

Communication & Support

• We aim to respond to all customer emails, phone calls, and inquiries within 24 hours during the season.
• You may also reach staff via the contact info provided in your confirmation email.

Safety

• All renters are required to wear a coast guard approved personal floatation device (life vest) at all times while on the water.
• A safety briefing will be provided before every trip.
• It is the customer’s responsibility to follow all safety instructions and guidelines provided by staff.

Cancellations & Refunds

• We DO NOT give refunds, rather we will gladly give you credit for use another time.
• If you cancel with 48 hours or more notice a rental credit will be issued in your name good for the same paddling season, which can also be redeemed as a gift certificate. 
• No shows and cancellations within 48 hours of the event, for any reason, are subject to full reservation costs, no refund credits 
• We reserve the right to cancel trips due to unsafe river conditions or weather. In such cases, we will provide a full refund or offer to reschedule. Safety is our top priority.

Equipment Care

• Renters are responsible for all equipment during their rental period.
• Damaged or lost items may result in additional fees, as outlined in the rental agreement.

Feedback

We value your input and want to continuously improve our service. Feedback may be submitted by email, through our website, or via follow-up surveys.

Commitment to Excellence

Our team is here to make your river experience safe, easy, and enjoyable. If something doesn’t meet your expectations, please let us know and we will do our best to make it right.

Jake and Leah  | Floatin’ Goat Outfitters