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Terms & Conditions Melbourne

Application and agreement. These Conditions of Entry apply to all patrons of the URBNSURF Melbourne surf park, located at 309 Melrose Drive, Tullamarine VIC 3043, and the built environment (including carparks, structures, buildings, equipment, machinery and associated property) (Premises).  By entering the Premises, you accept these Conditions of Entry.

Entry to the Premises

To gain entry to the Premises you will be required to present either a hard-copy print out or an electronic copy of the ticket at to the admissions counter.  You will not be permitted to enter the Premises without a valid hard-copy or electronic copy of the ticket. Enforcement of this condition is subject to the discretion of URBNSURF staff.

Patrons are strictly prohibited from using their ticket to scan or grant access to another patron into the park. Tickets are non-transferable and must be used solely by the individual to whom they are issued.

Assumption of risk. You voluntarily assume all risks and dangers associated with entry to the Premises, including the risks of Recreational Activities (sporting activities or similar leisure time pursuits or any other activity that involves physical exertion or physical risk undertaken at the Premises) and the risks of activities in or near water.  To the extent permitted by law including the Australian Consumer Law, URBNSURF Melbourne Pty Ltd ABN 30 617 135 298 and its Related Bodies Corporate (as defined in the Corporations Act 2001), agents, licensees, employees, officers, and contractors (We, Our and Us) disclaim all liability for any loss or damage to property, personal injury or death caused by or arising from the Premises or the Recreational Activities.  Recreational Activities include but are not limited to surfing, bodyboarding, longboarding, stand-up paddle boarding, bodysurfing, swimming, wading, wave pool access, skateboarding, carveboarding, jumping, running, sliding, climbing, and use of hire or personal equipment (including boards, surf hardware, wetsuits and surfing accessories).

Operational restrictions. We may refuse entry to the Premises or Recreational Activities if you do not meet any physical or clothing or accessory restrictions that We impose for safety or operational reasons.

Medical conditions.  If we require you to sign a Waiver, you must certify that you have independently assessed the Recreational Activities and are medically and physically fit and able to undertake the Recreational Activities, and have not been advised otherwise by a medical practitioner. You have not and will not rely on any representation from Us that your physical condition is sufficient to participate in the Recreational Activities. 

Waiver. Before participating in Recreational Activities, you are required to sign a document (accessible here) under which you assume risk, waive claims, exclude liability and indemnify Us (Waiver). You are not permitted to participate in the Recreational Activities unless you have signed the Waiver. For patrons under the age of 18 years, the Waiver must be signed by a parent or guardian over the age of 18.

Age restrictions. We may deny admission to children under the age of 14 unless accompanied by a parent or guardian over the age of 18. Persons under the age of 6 years will not be permitted to enter the URBNSURF lagoon.

Animals. Animals are not permitted at the Premises, except assistance animals.

Photography and Filming.

a. Photography and filming by you.

    1. You are permitted, as a non-professional photographer using basic non-professional equipment such as a camera phone or camera without a telephoto lens, to take photographs and/or video recordings in public areas of the venue. URBNSURF may determine, using its reasonable discretion, whether you are using professional photography equipment.
    2. You are permitted to use Go-Pro cameras attached to your own surfboard in the lagoon. For your safety and the safety of others, only board-mounted Go-Pro cameras are permitted. You are not permitted to attach Go-Pro cameras to any equipment owned by URBNSURF.
    3. You are not permitted to fly any drone aircraft within the grounds of URBNSURF.
    4. Under no circumstances will any photography or video be allowed in the changing facilities, toilets and shower areas. You acknowledge that URBNSURF may request access to photographs and videos taken by you at the venue and ask that certain files are deleted if they are deemed to invade the privacy of other visitors and/or staff, or include images of areas that are prohibited to the general public.
    5. To the extent permitted under law, we will not be responsible for any loss or damage to your photography equipment whilst at URBNSURF.

b. Photography and filming by URBNSURF.

      1. URBNSURF may conduct, or allow third parties to conduct, photography, filming and live streaming services at our venue, including for the purposes of:
        • providing photography and/or filming services to our visitors;
        • conducting promotional activities and marketing; and
        • live streaming any events which are held at our venue.
      2. If you do not wish to be photographed or filmed at URBNSURF, please let us know when you make a booking or enter the venue, or otherwise approach a member of staff once you are on the premises. URBNSURF will provide you with a unique rash-shirt to be worn during your visit, and ensure your image is not captured or published.
      3. Unless clause bii applies, you may be photographed or filmed in our venue. If this occurs, you agree to the publication of any photographs, videos, recordings, and/or likenesses of you and their use by us and those authorised by us, without prior notice or compensation, in any way which we may see fit including but not limited to film, broadcast, radio, TV, social media and any other media platforms, publications, future events and publicity. You acknowledge that we have the full right to sell and/or profit from the commercial use of such photographs, motion pictures, recordings, and/or likenesses of you, and that copyright in these materials belongs to URBNSURF.
      4. We may make photographs and/or video recordings taken at our venue available for purchase by you. If such a service is available, prices and the process for purchasing such photos or recordings shall be provided on site and will also be available via our website. We cannot guarantee the availability of photographs or recordings for any specific surfing session.

c. Commercial use.

        1. You may only use photographs and/or video recordings captured in our venue, whether taken by you directly or purchased from us, for personal use. You are prohibited from publishing, otherwise making available, or using any photos or video footage taken at our venue for any commercial purpose without the prior consent of URBNSURF. Commercial purposes include posting to any non-personal social media account or otherwise posting to any social media account or other platform (online or otherwise) where any profit is generated or there is any brand association.
        2. If you wish to make commercial use of any photo or video taken at URBNSURF, please contact the Marketing Team at [email protected]/melbourne and describe your intended commercial use. Licences and/or approvals for such use will be subject to an appropriate licence fee and will be granted strictly at the discretion of URBNSURF.

Conduct.

You must:

  • Act with consideration for yourself and others and refrain from behaviour which could affect your safety or the safety of others.
  • Obey all reasonable written and verbal instructions and warnings given by Our staff.
  • Use safety equipment where appropriate and where directed by Us.
  • Be responsible for your own personal property.
  • Be responsible for persons under your supervision. Lifeguards will not be able to watch or supervise children at all times.

Alcohol and food. No alcohol, glassware, food (including commercially prepared food), beverages, eskies or coolers are permitted unless required for special dietary needs (e.g. allergies) or for infants or babies.

Smoking. No smoking (including e-cigarettes) is permitted at the Premises.

Baloons. We strictly prohibit the bringing of balloons onto our premises. Balloons can pose a significant flight risk, and as such, any guest found in possession of balloons will be kindly asked to return them to their vehicle before entering our facility.

Please be aware that this policy is non-negotiable and applies to all guests without exception. We appreciate your understanding and cooperation in helping us maintain a safe environment for everyone.”

Illegal substances. Illegal substances are strictly prohibited.  If you are found in possession of any suspected illegal substance, the appropriate authorities may be contacted.

Inspection of bags. We may inspect any bags or other goods in your possession or your locker immediately upon request.

Closure of Premises. We may temporarily or permanently close part or all of the Premises. Extensions to passes or refunds will be provided in accordance with law (including any statutory remedy under the Australian Consumer Law which cannot be excluded or modified by these Conditions of Entry).

Personal property. You are responsible for all personal belongings and property.  To the extent permitted by law, We will not be liable for any damage, loss or theft of your personal belongings. Full Locker Hire Conditions can be found on Our website or by contacting Guest Services.

Carpark. Vehicles are parked in the carpark at your own risk. To the extent permitted by law, We will not be liable for any damage, loss or theft of any vehicle or accessories or contents in or on any vehicle. Full Car Park Conditions can be found on Our website or by contacting Guest Services.

Refusal of entry or ejection from premises: You may be refused entry to or be ejected from the Premises without a refund if We reasonably believe that you are affected by drugs or alcohol or have behaved inappropriately; your actions may pose a risk to Us or you or other patrons; or you are in breach any of these Conditions of Entry or other laws, policies or conditions applying to the Premises. In the case of suspected criminal activity, you may be held by Our staff or security until law enforcement arrives.

Modification of Conditions of Entry. We reserve the right to modify the Conditions of Entry at any time without notice.

Memberships

These terms and conditions form part of the Terms & Conditions of Purchase and apply to all URBNSURF Membership products. The member will be deemed to have accepted these terms and conditions when purchasing any of URBNSURF’s Membership products. The member acknowledges and accepts that their Membership may be suspended or cancelled in accordance with these Terms and Conditions of Purchase.

URBNSURF offers 3 unique tiers of Membership:

  • the Aqua Membership;
  • the Gold Membership; and
  • the Foundation Membership

Each Membership is valid for an initial twelve month term (Initial Term). By joining as an URBNSURF member, the member commits to an auto-renewal of their Membership at the end of the Initial Term and at the end of each subsequent term (Renewed Term(s)).

Aqua Membership

URBNSURF Melbourne Members:

An Aqua Membership is a 12-month membership that entitles the member to the following benefits:

  • 24 x surf sessions per year in URBNSURF’s Point surfing zone in session types up to and including:
    • Advanced (Advanced Membership), i.e:
      • Cruiser
      • Progressive Turns
      • Intermediate
      • Advanced Turns
      • Advanced
    • Intermediate (Intermediate Membership), i.e:
      • Cruiser
      • Progressive Turns
      • Intermediate
  • Priority booking window, 2 weeks before the general public
  • Access to exclusive, Members-only events, including regular Members information nights
  • Free membership to the Melbourne Boardriders Club
  • Unlimited Spectator Pass entry for the member, whether they are surfing or not on a particular day
  • 10% off extra sessions, lessons, retail and hire
  • 20% off URBNSURF Clips by Flowstate session videos

The member is only entitled to redeem 2 x sessions per month. If the member does not redeem one or more sessions during a particular month, those sessions accumulate in subsequent months, up to 3 months from the month of first issue.

The member is entitled to redeem 1 x additional session to be used either by the member, or someone nominated by the member, at any time throughout the year.

The Aqua Membership will be processed in twelve (12) equal monthly instalments.

This membership excludes:

  • Food and beverage
  • Merchandise
  • Video & photography
  • Additional time in the lagoon
  • Parking

 

URBNSURF Sydney Members:

An Aqua Membership is a 12-month membership that entitles the member to the following benefits:

  • 24 x surf sessions per year in URBNSURF’s Point surfing zone in either types up to and including:
    • Advanced (Advanced Membership), i.e:
      • Cruiser
      • Progressive Turns
      • Intermediate
      • Advanced Turns
      • Advanced
    • Intermediate (Intermediate Membership), i.e:
      • Cruiser
      • Progressive Turns
      • Intermediate
  • Additional $150 credit to be used for surf sessions, lessons or non-surf items offered on URBNSURF’s website, in any session type, for the member or someone nominated by the member, at URBNSURF Sydney or Melbourne locations, at anytime throughout the year
  • Priority booking window, 2 weeks before the general public
  • Access to exclusive, Members-only events, including regular Members information nights
  • Free membership to the URBNSURF Sydney Boardriders Club (starting in mid 2024)
  • Unlimited Spectator Pass entry for the member, whether they are surfing or not on a particular day
  • 10% off extra sessions, lessons, retail and hire
  • 20% off URBNSURF Clips by Flowstate session videos

The member is only entitled to redeem 2 x sessions per month. If the member does not redeem one or more sessions during a particular month, those sessions accumulate in subsequent months, up to 3 months from the month of first issue.

The Aqua Membership will be processed in twelve (12) equal monthly instalments.

This membership excludes:

  • Food and beverage
  • Merchandise
  • Video & photography
  • Additional time in the lagoon
  • Parking

Gold Membership

URBNSURF Melbourne Members:

A Gold Membership is a 12-month membership that entitles the member to the following benefits:

  • 48 x surf sessions per year in URBNSURF’s Point surfing zone in session types up to and including:
    • Advanced (Advanced Membership), i.e:
      • Cruiser
      • Progressive Turns
      • Intermediate
      • Advanced Turns
      • Advanced
    • Intermediate (Intermediate Membership), i.e:
      • Cruiser
      • Progressive Turns
      • Intermediate
  • Priority booking window, 2 weeks before the general public
  • Access to exclusive, Members-only events, including regular Members information nights
  • Free membership to the Melbourne Boardriders Club
  • Unlimited Spectator Pass entry for the member, whether they are surfing or not on a particular day
  • 10% off extra sessions, lessons, retail and hire
  • 20% off URBNSURF Clips by Flowstate session videos

 

The member is only entitled to redeem 4 x sessions per month. If the member does not redeem one or more sessions during a particular month, those sessions accumulate in subsequent months, up to 3 months from the month of first issue.

The member is entitled to redeem 2 x additional session to be used either by the member, or someone nominated by the member, at any time throughout the year.

The Gold Membership will be processed in twelve (12) equal monthly instalments.

This membership excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Additional time in the lagoon
  • Parking

 

URBNSURF Sydney Members:

A Gold Membership is a 12-month membership that entitles the member to the following benefits:

  • 48 x surf sessions per year in URBNSURF’s Point surfing zone in either types up to and including:
    • Advanced (Advanced Membership), i.e:
      • Cruiser
      • Progressive Turns
      • Intermediate
      • Advanced Turns
      • Advanced
    • Intermediate (Intermediate Membership), i.e:
      • Cruiser
      • Progressive Turns
      • Intermediate
  • Additional $300 credit to be used for surf sessions, lessons or non-surf items offered on URBNSURF’s website, in any session type, for the member or someone nominated by the member, at URBNSURF Sydney or Melbourne locations, at anytime throughout the year
  • Priority booking window, 2 weeks before the general public
  • Access to exclusive, Members-only events, including regular Members information nights
  • Free membership to the URBNSURF Sydney Boardriders Club (starting in mid 2024)
  • Unlimited Spectator Pass entry for the member, whether they are surfing or not on a particular day
  • 10% off extra sessions, lessons, retail and hire
  • 20% off URBNSURF Clips by Flowstate session videos

The member is only entitled to redeem 4 x sessions per month. If the member does not redeem one or more sessions during a particular month, those sessions accumulate in subsequent months, up to 3 months from the month of first issue.

The Gold Membership will be processed in twelve (12) equal monthly instalments.

This membership excludes:

  • Food and beverage
  • Merchandise
  • Video & photography
  • Additional time in the lagoon
  • Parking

Foundation Membership

A Foundation Membership is only offered for a limited time and entitles the member to the following exclusive benefits:

    • 52 x surf sessions per year, given upfront when sessions at the facility are able to be booked, to be used:
      • In any session type on the schedule,
      • At any time of year,
      • At either URBNSURF Sydney or URBNSURF Melbourne
        • Surf sessions will be stored at the URBNSURF Sydney location account page of the member by default and can be transferred to URBNSURF Melbourne by contacting URBNSURF customer service via phone or email more than 3 working days ahead of the desired session to be booked.
    • Pre-opening surf-it-first event in autumn 2024, including 3-hours of surfing, access to premium waves, behind-the-scenes tour & mixer event with Melbourne Foundation Members
    • Limited-edition URBNSURF Foundation Member wristband and merchandise
    • Invitations to exclusive Member-only events
    • 10 pack of URBNSURF Clips by Flowstate session videos with 20% off additional clips
    • 3 coaching sessions via the URSBNSURF Surf Academy Online
    • Priority booking, 2 weeks before general public (6 week booking window)
    • FREE URBNSURF Boardriders Sydney Annual Membership (to start mid 2024)
    • Unlimited spectator passes for your and a guest, whether you are surfing or not
    • Two of your surfs available to share with your crew
    • 10% off additional surf sessions and lessons at URBNSURF Sydney and Melbourne

Foundation Memberships are payable upfront, on registration for the first 12 months, and month-to-month billing applies thereafter.

The initial 12-month membership term starts from when URBNSURF Sydney opens in Autumn 2024.

Membership Cancellation, Refund and Amendment Policy

All members must read and abide by URBNSURF’s Membership Cancellation, Refund & Amendment Policy, the General Conditions of Entry, the Direct Debit Terms and Conditions and the Surfers’ Code of Conduct.

All Memberships are non-transferrable.

Membership Freeze – All members are entitled to ‘freeze’ their Membership for any reason if their account payments are up to date and the Membership has more than 2 weeks remaining. In any 12 month period the member may freeze their Membership 2 times for up to 1 month for both periods combined. There are no fees associated with ‘freezing’ your membership. Memberships will be extended for the period by which they are frozen.

When a Membership is frozen, members are still required to continue payments under their 12-month contract, and the ‘unused’ entitlements get pushed back to the end of the 12-month cycle before it is renewed.

URBNSURF may agree to freeze a Membership for more than the period noted above for surf-related travel, medical or hardship reasons. However, the member will be required to provide sufficient proof of such circumstances (eg supporting documentation) to our reasonable satisfaction.

Membership Upgrade – If a member wishes to upgrade their Membership, this can be done at any time throughout the year. The member will be required to pay the difference in price (calculated on a pro-rata basis). The member will be entitled to the benefits of the upgraded Membership for the period remaining in that Term. Each subsequent Term will be renewed in accordance with the upgraded Membership terms and conditions.

Member Cancellation – If the member wishes to cancel their Membership during the Initial Term, all outstanding payments must be settled at the time of doing so. If the member wishes to cancel their Membership during any Renewed Term, they can do so by giving URBNSURF at least 30 days’ prior written notice.

URBNSURF Cancellation – We reserve the right to suspend or cancel the member’s Membership, without compensation, if we reasonably suspect that the member has seriously breached their obligations under the relevant terms and conditions.

Members must not permit others to use, enter or access URBNSURF facilities through the misuse of the members’ Membership. Such conduct may amount to a serious breach of these terms and conditions and may result in suspension or cancellation of the Membership.

Amendment – URBNSURF retains the right to vary these terms and conditions from time to time (including changing the prices of any Membership) provided that this does not materially affect the nature of the Membership purchased. Any variations become effective on posting of the changes on our Website. URBNSURF encourage users to review this document regularly to keep abreast of such changes.

Direct Debit Terms and Conditions

  • By joining as an URBNSURF member, the member authorises URBNSURF to arrange for funds to be debited from the member’s nominated debit or credit card for the amount applicable to the member’s Membership type and in accordance with their authorised agreement.
  • Each Membership is valid for an initial twelve (12) month term (Initial Term).
  • The Gold and Aqua memberships will be processed in twelve (12) equal monthly instalments.
  • If a payment falls due on a non-business day, the payment will be made on the next business day.
  • The member commits to an auto-renewal of their Membership at the end of the Initial Term and at the end of each subsequent term (Renewed Term(s)). Payments made in respect of any Renewed Terms are debited in accordance with the member’s initial authorised agreement and according to the method prescribed therein.
  • The member will be given at least thirty (30) days’ notice in writing prior to the first payment for each Renewed Term. If the member does not wish for their Membership and payment to renew, they are required to opt out in writing prior to the first payment of each Renewed Term being processed.
  • If the member opts out of the auto-renewal, their Membership will cease and the member will be required to join again.
  • If the member wishes to cancel their Membership during the initial 12 month term, all outstanding payments must be settled at the time of doing so.
  • If the member wishes to cancel their Membership during any Renewed Term, they can do so by giving URBNSURF at least 30 days’ prior written notice.
  • It is the member’s responsibility to ensure that:
    • the debit or credit card details the member has provided are correct
    • the member’s debit or credit card has sufficient credit available on the scheduled drawing date to permit the payment of debit items initiated in accordance with their authorised agreement.
  • The member will not be provided with reminders or invoices in relation to any debit made in accordance with their authorised agreement. If the member wishes to be provided with invoices in relation to any debit made by URBNSURF a request should be made via [email protected]/melbourne.
  • If any debit is returned unpaid by the member’s financial institution, further attempts will be made throughout the month to attempt to clear the payment. The member will be contacted via phone, email or post to advise the member of any failed payments.
  • If the member’s debit is returned unpaid or dishonoured by the member’s financial institution, the member will be contacted requesting immediate payment. Any fees levied to the member by the member’s financial institution will be payable by the member.
  • URBNSURF may limit, restrict, suspend or cancel the Membership if the member’s financial institution does not honour any payment in full.
  • If the member is not up to date with payments, the member will not be able to gain access to bookings or Membership entitlements until overdue payments are made.
  • The member should note that it may take up to 2 business days to reinstate booking access and Membership entitlements.
  • The member should direct all queries and requests for cancellation of their authorised agreement to [email protected]/melbourne.
  • URBNSURF is careful to protect the privacy of any personal information supplied. Some information may be given to financial institutions involved in the event of a direct debit item dispute, or to verify that URBNSURF has entered into an authorised agreement with you.

Locker Hire Conditions

  • Locker hire is included in the price of surf admission.
  • Locker hire will be assigned to your RFID band and will provide unlimited keyless access to your locker throughout the day.
  • It is your responsibility to ensure your locker is secured properly at all times during the period of hire. To the extent permitted by law, We take no responsibility for items lost, stolen, misplaced and or damaged from your locker.
  • Your locker hire expires at midnight on the day of hire. At this time all lockers will be opened and cleared of any remaining items, which may be claimed from the lost and found located at Guest Services.
  • We reserve the right to open, search or empty any locker if we suspect any illegal activity or if we consider it necessary to protect Us or you or other patrons. You must not store dangerous, flammable or illegal substances or equipment in a locker.

Accessibility Information

Accessibility Information

We want your visit to URBNSURF to be a fun and exciting experience you’ll never forget. That is why we’ll do all we can to ensure your day is not only memorable, but as safe and accessible as possible.

Accessible Parking

If you hold a current disabled parking permit, accessible parking is available adjacent to the main entrance. Accessible parking spaces are clearly marked with the International Disability Symbol.

Entrance Prices

URBNSURF encourages guests with all types of disabilities to participate at our facility. Before booking a pass, please speak to Guest Services so we can ensure the appropriate number of surf instructors are available so you get ‘stoked!’ Guests that are unable to enjoy our facilities may receive complimentary entry.

Enjoy Your Day with a Companion

If you have a disability, you may consider visiting our facility with someone who can physically assist you. A guest with a disability who produces their Companion Card is entitled to 1 Free of Charge companion so that their companion can provide attendant care support during the visit. The companion is not entitled to a complimentary surf lesson or session, but should rather accompany the guest at all times.

Emergency Health Services/First Aid

If you require personal medical equipment and/or medication to be refrigerated/stored please contact Guest Services on [email protected]/melbourne prior to your day of visit to discuss your requirements.

Restrooms

Accessible restrooms are available at URBNSURF.

Assistance Animals

Assistance animals are welcome at URBNSURF. However, we are unable to permit them in any of our water-based attractions and they must wear their working vest identifying their role at all times.

Casts and Strapped Limbs

We take our duty of care to our guests very seriously, and therefore do not allow any guest with a visible injury, such as a hard cast, stitches etc. to participate in any activities.

For safety reasons, if you have an amputated limb or prosthesis and would like to participate in a surf lesson or session, you must contact URBNSURF 5 days in advance so that arrangements may be made to assist with your experience. If you have a prosthesis and would like to use an URBNSURF surfboard, all sharp edges and sections of the prosthesis that may damage the surfboard or the attraction must be padded.

We understand that situations vary, and our Guest Services team can assist you to plan your day on an individual basis and to help determine which pass may suit your needs.

Eye Wear

In accordance with Australian Standard 3533.2 (2009) for the safety of all guests, glass eye wear including goggles and prescription glasses are not permitted in the water.

Guest Services

If you have additional questions, please contact Guest Services at [email protected]/melbourne

Car Park Terms & Conditions

  • Vehicles are accepted into this Car Park for the purpose of parking only. By entering this Car Park, you accept to be bound by these terms and conditions. If you do not agree to these terms, please exit the Car Park immediately.
  • Your vehicle is parked at your own risk and you are solely responsible for the security of your vehicle in the Car Park.
  • You must park within the marked boundaries of a parking space and not obstruct the entry or exit of any other vehicle.
  • You must not use those bays that are reserved for disabled guests unless you display a valid permit which has not expired.
  • You may only gain access to or remove a vehicle during the hours of operation at the URBNSURF Premises.
  • You must follow signs and instructions by us and any person appointed by us to control the Car Park and adhere to and follow any directions and regulations displayed in the Car Park or otherwise communicated to you from time to time.
  • You may not park your vehicle within the URBNSURF staff designated parking and must not utilise that facility. Your vehicle will be towed immediately. You may not leave your vehicle within our parking overnight. URBNSURF reserves the right to remove any vehicle from the Car Park after the URBNSURF Premises has been closed.
  • We have the right to enter, move (including to an outside area), prevent the exit or movement of, or have towed away, any vehicle.
  • To the extent permitted by law (including any statutory rights that you may have under the Australian Consumer Law (ACL) which cannot be excluded or modified by these Terms & Conditions) we are not liable to you for, and you release us from all claims in respect of, personal injury or death occurring in the Car Park, theft or loss of or damage to your personal property or vehicle howsoever caused except to the extent that it was caused by our negligence or wrongful act or omission.
  • To the extent permitted by the ACL and subject to any other law, we exclude any implied terms, conditions, warranties and guarantees or other liability that might otherwise apply in respect of these Terms & Conditions.

Playgrounds Conditions of Entry

URBNSURF follows the Child Safe Standards and we expect all guests to follow the conditions of entry:

  • The playgrounds are a child-friendly zone.
  • Adults are only permitted in the playgrounds when accompanying a child or children.
  • No alcohol, smoking or drugs are permitted in the playgrounds.
  • No dogs are permitted in the playgrounds.
  • Respect others privacy by only taking photos of you and your family or group in the playgrounds.
  • The playgrounds are a ‘Food Free Zone’.
  • The playgrounds care for the environment. Please use the correct bins and do not drop rubbish on the ground.
  • Parents and guardians are responsible for their children at all times. Please supervise your children at all times.

Playgrounds Closures

We recommend calling the playgrounds to check opening times to avoid disappointment.

The playgrounds may be closed:

  • when the temperature exceeds 35 degrees or the forecast temperature is above 37 degrees and during hail, heavy rain, strong winds and thunderstorms
  • for maintenance, safety audits, staff training and targeted activities
  • when programs and activities are scheduled for specific groups of children.

Plunge Pool Rules and Regulations

Patrons are required to follow the directions of the Lifeguards at all times.

Shower before and after use.

Never place your head under the water.

Do not use the plunge pool if you are under the influence of drugs and/or alcohol.

It is recommended that plunge pool use is limited to 15 minutes at a time.

No food or glass items are permitted in the plunge pool area.

Oils of any kind are not permitted in the plunge pool.

Children 12 years and younger require adult supervision in the plunge pool.

Please do not enter the plunge pool if you:

  • Feel unwell
  • Are pregnant
  • Have high or low blood pressure
  • Have had a recent heart attack

Retail Policy

Refunds and Returns for change of mind

If you purchased or received merchandise from URBNSURF that you are unhappy with for any reason, simply return it to us within 14 days and we will happily refund you the cost of the product(s). Refunds and returns for change of mind are not available on free promotional items or sale items.

Returns for change of mind must be in their original condition with tags attached.

Swimwear can be returned for change of mind if it is unworn, and in its original condition with all tags and protection stickers attached. All swimwear that is sold in a set and returned for change of mind must be returned in a set.

Customers seeking to return or exchange a purchase must attend URBNSURF in person and provide a valid proof of purchase.

Our return and refund policy does not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

Your rights under the Australian Consumer Law

All goods sold by URBNSURF come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Disclaimer

We reserve the right to withdraw from sale any advertised product and to change prices without notice.

Information contained on our website and in our database is believed to be accurate and reliable at the time of publishing. However, there may be instances of misprints, human errors, and omissions. We reserve the right to make changes and corrections to prices, products, and specifications without notice.

Images displayed on our web site should be regarded as illustrative and for informational purpose only. Products are often not identical to their images.

Surfer’s Code of Conduct

The Surfer’s Code of Conduct governs how URBNSURF expects surfers to behave while learning and surfing in our lagoon.

Surf To Your Ability
Only surf to your ability. If our staff notice that you are having difficulty in the zone you are surfing, or pose a hazard to other surfers, we may ask you to move to another surfing zone.

Wait Your Turn
A “one-at-a-time” priority system applies to surfing in the URBNSURF lagoon. Surfers are expected to wait their turn to catch their wave. There is a strict prohibition on “dropping in” (i.e. taking off on a wave that another surfer is already riding) or “snaking” (i.e. paddling ahead of the next surfer(s) who are waiting in the queue).

Your Wave Is Your Wave
When your wave comes, it’s yours! If you aren’t ready, miss it, or fall, you’ll need to return to the back of the queue and wait your turn for another one.
Keep Clear Of Other Surfers
If you fall, keep clear of other surfers by staying in the whitewater and paddling around to the channel, hugging the pier and generator. Avoid paddling up the green face of the wave as you are likely to disrupt the surfer who’s up and riding.

Be Respectful, Friendly and Courteous
Be respectful, friendly and courteous in the water. Maintain a pleasant atmosphere by keeping noise and profanity to a minimum. When paddling or catching a wave, communicate your intentions to others. If you’re stuck on the inside, ask for help if you need it. Please avoid verbal and physical altercations with other surfers.

Breaking The Code
If you break the code or make a mistake, simply apologise and head to the back of the queue. If you drop in or snake other surfers, you’re likely to be unpopular in the water and will be warned by our staff. Depending on the circumstances, offenders may be required to leave the water or venue and URBNSURF reserves the right to eject surfers in its sole discretion. .

Hire Store Terms and Conditions

These terms and conditions apply to all URBNSURF hired gear (Gear). You will be deemed to have accepted these terms and conditions when hiring Gear through URBNSURF. These terms and conditions apply to Gear supplied for payment and Gear supplied without charge. 

You can hire Gear for either: 

  • Single session; or 
  • A full, calendar day 

Hiring Gear 

In order to hire Gear through URBNSURF you must use your RFID band (please refer to the Terms and Conditions of Purchase for RFID Band terms and conditions). 

You must present your RFID band to our staff so that the Gear can be linked to your account. 

You must ensure all Gear is returned and scanned by our staff at the end of the Hire Period. 

Gear hired for a single session can be picked up from 30 minutes prior to the booked session and dropped back up to 30 minutes after the booked session.  

Gear which is returned late may incur a late fee at our discretion, which will be calculated on the basis of the length of time which you have kept the Gear, commencing 30 minutes after your booked session.   

Gear which is returned more than 4 hours late will be charged as a full calendar day. 

Gear which is not returned on the same calendar day of the hire, will be charged as a full calendar day for each additional day that you retain the Gear until it is returned.  Gear that is not returned after [two] days will be treated as lost, stolen and unreturned gear as set out below.  

Damage, Loss and Theft of Gear 

You accept the Gear as is and are responsible for care of the Gear while in your possession or use.  

It is your responsibility to inspect the Gear prior to leaving the Hire Store and to notify URBNSURF of any damage before you take the Gear with you. 

By accepting the Gear, you agree the Gear is checked out clean and in proper working condition and must be returned in the same condition.   

URBNSURF is responsible for the general maintenance and conditioning of Gear resulting from normal use that occasions fair wear and tear to the Gear. Fair wear and tear is not damage. Fair wear and tear is any derogation from the Gear’s new state that retains the product’s function and characteristics as specified by the manufacturer, and for which maintenance may be required but repair or replacement is not. Examples include but are not limited to: minor scratches causing degradation of a surfboard, yellowing of a surfboard surface, wear on a velcro pad, minor scratches to a product. 

You are responsible for ensuring that the Gear is returned to URBNSURF, and not lost, stolen or damaged while in your possession.  In accordance with the terms set out below, URBNSURF reserves the right to charge you for damage, theft or loss of the Gear while in your possession or use, including any damage, theft or loss caused by third parties who you allow to use the Gear. 

Damaged Gear 

Damage is any derogation (other than fair wear and tear) from the Gear’s new state and/or the Gear’s function and characteristics as specified by the manufacturer, and for which repair work or replacement is required. Examples include but are not limited to: surfboard dings or gouges, fin-box blowouts, surfboard creases, fin scratches, loss of component straps or parts, edge blow-outs, topsheet delamination, or loss. 

Gear that is determined damaged, by URBNSURF in its sole discretion, will incur a fee determined by URBNSURF that is in proportion to the cost incurred to repair the damage. Gear damaged beyond repair, and therefore requiring replacement, will incur a fee equivalent to the wholesale cost of the Gear.  

URBNSURF will cover accidental damage costs up to $250 and you are responsible to pay 100% of the damage value beyond $250. URBNSURF reserves the right to refuse rental to anyone and damage cover is waived if the damage is deemed to be caused through negligent or intentional behaviour.  

If any returned Gear is damaged the amount owed calculated in accordance with the paragraphs above, will be automatically deducted from your linked credit or debit card.  By hiring the Gear, you authorise URBNSURF to deduct the calculated amount for damaged Gear in accordance with these terms. 

Lost, stolen or unreturned Gear 

You are responsible for your hired Gear from the moment of hire until its return.   

If any Gear is not returned at the end of the Hire Period (either because it was stolen or lost) you will receive an email informing you that the Gear linked to your account has not been returned and that if the Gear is not returned in two days the amount owed will be automatically deducted from your linked credit or debit card. 

Gear is non-transferable and you must not allow or authorise any other person to use the Gear at any time. You agree to indemnify URBNSURF and all third parties for any injury or damage to any person or property (including damage to, loss or theft of the Gear) arising out of your improper transfer of any Gear. 

Gear that is lost, stolen or is unreturned after two days, will incur a fee equivalent to the retail cost of the Gear at the current price in URBNSURF’s retail store or a major surf retailer, will be automatically deducted from your linked credit or debit card.  By hiring the Gear, you authorise URBNSURF to deduct the calculated amount for lost, stolen or unreturned Gear in accordance with these terms. 

Assumption of risk. 

(a) You understand and accept that renting the Gear and participating in any associated activities may expose you to hazards such as personal injury, risk of death, or loss of or damage to property. You also understand that you should be in good physical health to participate in activities associated with the Gear, and you represent and warrant that you have no significant medical conditions or health issues that prevent you from participating in such activities. 

(b) you assume all risk of injury or loss arising out of or in connection with renting and/or using the Gear and participating in related activities. To the extent permitted by law, you hereby irrevocably release, hold harmless, and forever discharge URBNSURF parties from any and all liability or claims, actions, causes of action, demands, costs and expenses and liabilities for injury, illness, death or loss of or damage to property that you may suffer while renting and/or using the Gear and participating in any and all related activities. 

(c) The notices in these terms and conditions are in addition to, and do not replace the waivers and acknowledgements of risk contained in the Waiver.  

No liability for conduct of third parties. 

You acknowledge and agree that URBNSURF is not liable, and you agree not to seek to hold URBNSURF liable, for the conduct of third parties and that the risk of injury or loss arising out of or in connection with the conduct of such third parties rests entirely with you.  Gear is non-transferable and you must not allow or authorise any other person to use the Gear at any time. You agree to indemnify URBNSURF and all third parties for any injury or damage to any person or property arising out of your improper transfer of any Gear. 

Terms and Conditions of Purchase

Terms and Conditions

These Terms & Conditions govern the purchase from URBNSURF Melbourne PTY LTD ABN 30 617 135 298 (URBNSURF) of the named products and the use of the urbnsurf.com/melbourne website (Website) and are governed by the laws of Victoria.

Ticketing and pricing 

Purchase of tickets

Tickets for entry to URBNSURF may be purchased either at the URBNSURF premises or online on our Website.

If tickets are purchased online, a copy of the ticket will be sent to the email address provided at the time of purchase. 

By purchasing a ticket to URBNSURF you agree to the terms of the URBNSURF Privacy Policy, the Cancellation, Amendment and Refund Policy and the General Conditions of Entry, which are hereby incorporated by reference. https://urbnsurf.com/melbourne/privacy/ 

The information on our Website (including prices and product offerings) may change at any time without notice.

Ticket options

Surf Lesson Pass

A Surf Lesson pass to URBNSURF entitles the participant to a 1-hour 45-minute surf lesson at the scheduled start time as well as a Spectator Pass (valid for use during normal advertised operating hours). Participants must arrive 30-minutes prior to the scheduled start time to ensure they are wearing suitable attire and have secured all personal belongings in a locker. For their first visit to the facility, participants must report to the Surf Academy 10-minutes prior to the scheduled start time to watch an URBNSURF safety video. The Surf Lesson pass includes:

  • Surfboard rental for 2 hours
  • Wetsuit rental for 2 hours
  • Locker for the duration of the visit
  • Surf lesson at a maximum ratio of 8 students to 1 surf instructor. The lesson includes a land-based 30-minute surfing introduction, a 55-minute surfing session, and a 15-minute debrief with the surf instructor.
  • Spectator Pass privileges (please see Spectator Pass for more details)

The Surf Lesson pass excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Additional time in the lagoon
  • Parking

The Surf Lesson pass must be used at the time and date noted on the ticket. Participants must ensure that they have read, acknowledge and satisfy the minimum requirements in order to participate in the surf lesson. Participants must read and abide by the URBNSURF Cancellation, Refund & Amendment Policy and the General Conditions of Entry.

Beginner Surf Session Pass

A Beginner Surf Session pass to URBNSURF entitles the participant to a 55-minute surf session in the Bays Zone of the lagoon as well as a Spectator Pass (valid for use during normal advertised operating hours). Participants must arrive 30-minutes prior to the scheduled start time to ensure they are wearing suitable attire and have secured all personal belongings in a locker. For Guests’ safety, only softboards are permitted in the Bays. For their first visit to the facility, participants must report to the Surf Academy 10-minutes prior to a Beginner Surf Session to watch an URBNSURF safety video. After the participants have watched the safety video, they must make their way to the central-beach lifeguard station to scan their RFID band and report for their session at the top of the hour. URBNSURF staff will allocate participants to a bay break. A Beginner Surf Session pass includes:

  • Locker for the duration of the visit
  • Surf session within the Bays Zone. Participants are to remain within the allocated side of the Bays Zone for the entirety of the session. All Beginner Surf Session surfers must abide by the Surfers’ Code of Conduct. At 5-minutes to the hour, the waves will be automatically switched off. All surfers must exit the water immediately.
  • Spectator Pass privileges (please see Spectator Pass for more details)

A Beginner Surf Session pass excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Additional time in the lagoon
  • Parking

A Beginner Surf Session pass must be used at the time and date noted on the ticket. Participants must ensure that they have read, acknowledge and satisfy the minimum requirements in order to participate in an Intermediate Surf Session. Participants must read and abide by the URBNSURF Cancellation, Refund & Amendment Policy and the General Conditions of Entry.

Intermediate Surf Session Pass

An Intermediate Session pass to URBNSURF entitles the participant to a 55-minute surf session in the Point Zone of the lagoon as well as a Spectator Pass (valid for use during normal advertised operating hours). Participants must arrive 30-minutes prior to the scheduled start time to ensure they are wearing suitable attire and have secured all personal belongings in a locker. For their first visit to the facility, participants must report to the Surf Academy 10-minutes prior to an Intermediate Surf Session to watch an URBNSURF safety video. After the participants have watched the safety video, they must make their way to the central-beach lifeguard station to scan their RFID band and report for their session at the top of the hour. URBNSURF staff will allocate participants to their selected point break. An Intermediate Surf Session pass includes:

  • Locker for the duration of the visit
  • Surf session within the Point Zone. Participants are to remain within the selected side of the Point Zone for the entirety of the session. All Intermediate Surf Session surfers must abide by the Surfers’ Code of Conduct. At 5-minutes to the hour, the waves will be automatically switched off. All surfers must exit the water immediately.
  • Spectator Pass privileges (please see Spectator Pass for more details)

An Intermediate Surf Session pass excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Additional time in the lagoon
  • Parking

An Intermediate Surf Session pass must be used at the time and date noted on the ticket. Participants must ensure that they have read, acknowledge and satisfy the minimum requirements in order to participate in an Intermediate Surf Session. Participants must read and abide by the URBNSURF Cancellation, Refund & Amendment Policy and the General Conditions of Entry.

Advanced Surf Session Pass

An Advanced Surf Session pass to URBNSURF entitles a 55-minute surf session in the Point Zone of the lagoon as well as a Spectator Pass (valid for use during normal advertised operating hours). Participants must arrive 30-minutes prior to the scheduled start time to ensure they are wearing suitable attire and have secured all personal belongings in a locker. For their first visit to the facility, participants must report to the Surf Academy 10-minutes prior to an Advanced Surf Session to watch a URBNSURF safety video. After the participants have watched the safety video, they must make their way to the central-beach lifeguard station to scan their RFID band and report for their session at the top of the hour. URBNSURF staff will allocate participants to their selected point break. An Advanced Surf Session pass includes:

  • Locker for the duration of the visit
  • Surf session within the Point Zone. Participants are to remain within the selected side of the Point Zone for the entirety of their session. All Advanced surfers must abide by the Surfers’ Code of Conduct. At 5-minutes to the hour, the waves will be automatically switched off. All surfers must exit the water immediately.
  • Spectator Pass privileges (please see Spectator Pass for more details)

An Advanced Surf Session pass excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Additional time in the lagoon
  • Parking

An Advanced Surf Session pass must be used at the time and date noted on the ticket. Participants must ensure that they have read, acknowledge and satisfy the minimum requirements in order to participate in an Advanced Surf Session. Participants must read and abide by the URBNSURF Cancellation, Refund & Amendment Policy and General Conditions of Entry.

Spectator Pass

The Spectator Pass allows guests entry to the URBNSURF facility during normal advertised operating hours.

Spectator pass holders are entitled to access the general facilities. Conditions of entry apply to each attraction.

This package excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Time in the lagoon
  • Parking

Participants must read and abide by the URBNSURF Cancellation, Refund & Amendment Policy and the General Conditions of Entry.

Gift Cards

These Terms and Conditions apply to all Gift Cards issued by URBNSURF.  By purchasing, redeeming or attempting to redeem a Gift Card, you agree to be bound by these Terms and Condition (Gift Card Terms and Conditions) and the URBNSURF Privacy Policy.

Purchase

Gift Cards can be purchased in person at any URBNSURF location or online. e-gift Cards can be loaded with the following amounts: $50, $100, $150, $200 and $300. Physical Gift Cards, purchased in person, can be loaded with any value requested.

Redemption of Gift Cards

Subject to the Expiry Date and the exceptions identified below, once loaded and activated Gift Cards can be used for the purchase of all URBNSURF tickets and merchandise at an URBNSURF premises or on our Website.

Gift Cards cannot be used for food, beverages, special events or photography purchases.

Gift Cards must be used within 3 years from the date of purchase. The date Gift Cards cease to be redeemable will appear on each Gift Card (Expiry Date). Any unused balance remaining on a Gift Card after the Expiry Date will be the property of URBNSURF and will not be refunded or credited to you.

Gift Cards can only be used up to the maximum value loaded onto the Gift Card and cannot be reloaded.  Any purchase that exceeds the available balance on a Gift Card will require you to pay the difference by another payment method that is accepted by URBNSURF.

Gift Cards are not legal tender. You cannot obtain any cash advance with your Gift Card or redeem your Gift Card for cash.

Gift Cards cannot be resold.

Replacement of lost, stolen or damaged Gift Cards

You should treat a Gift Card as if it were cash.  Gift Cards will not be replaced, refunded or redeemed if lost, stolen, defaced, mutilated, altered or tampered with. 

Gift Cards will only be reissued or replaced by URBNSURF if the fault or damage to the Gift Card is proven to have been caused by URBNSURF (or its agents and contractors), is due to a manufacturing fault or is otherwise required by law.

Cancellation of Gift Cards

URBNSURF reserves the right to:

  • limit the number of Gift Cards purchased by any person or entity;
  • to cancel or void any Gift Card that:
    • has been reported lost or stolen;
    • appears to have been defaced, mutilated, altered or tampered with in any way;
    • URBNSURF knows or reasonably believes that the Gift Card has been resold to another person or has been stolen; or
    • URBNSURF otherwise reasonably believes that you have used (or will use) the Gift Card contrary to these Terms and Conditions; and 
  • to correct the balance of Gift Cards if we believe that a clerical or accounting error has occurred.

Intellectual property

Copyright in the Gift Card and other intellectual property rights in respect of the Gift Card are owned or used under licence by URBNSURF, its affiliates, corporate partners or licensors, unless expressly indicated to the contrary.

Liability

To the maximum extent permitted by law (including any statutory rights that you may have under the Australian Consumer Law which cannot be excluded or modified by these Terms & Conditions), URBNSURF will not be liable to you for any loss or damage (whether direct, indirect or consequential) howsoever caused in connection with or arising from these Terms and Conditions and your use of an URBNSURF Gift Card, except in the event of URBNSURF’s negligence or wrongful act or omission.  To the maximum extent permitted by law, any liability that URBNSURF may owe to you will be limited to the remaining value on the Gift Card.

RFID Band Terms and Conditions

These terms and conditions form part of the Terms & Conditions of purchase and use of URBNSURF’s RFID band. You will be deemed to have accepted these terms and conditions when loading funds onto your RFID band and using it in the URBNSURF premises. You acknowledge and accept that your RFID band may be cancelled in accordance with these terms and conditions of purchase and use.

In order to be issued with an RFID band, a credit or debit card must be linked to your account. No charges will be made to your linked credit or debit card without your approval (except in circumstances where amounts are owed in respect of hired gear).

Upon issue of your RFID band, a photograph of you (the registered user) will be taken by URBNSURF and linked with your account to ensure that no other person may claim or use your RFID band.

You must wear your RFID band at all times when in the URBNSURF premises.

You are responsible for the security of your RFID band and remain liable for any purchases made by a third party using your RFID band.

You must report the theft of your RFID band. You must also advise URBNSURF immediately if your RFID band is lost or stolen to ensure the RFID band is deactivated.

If your RFID band is damaged, does not work properly, is lost or stolen then a new RFID band will be issued to you (a replacement fee of $5.00 is payable unless the RFID band does not work properly or a Police report is produced indicating that your RFID band was stolen) and any balance of funds will be transferred to your new RFID band.

You can load funds onto your RFID band at any time during URBNSURF’s operating hours using a credit card, a debit card or by paying cash. At any one time, the maximum balance of your RFID band may not exceed $1,000.00.

Your RFID band can be used for all purchases made at the URBNSURF premises including admission, retail and on-site photography.

If you wish to use your RFID band to make a purchase, inform our team member and tap it against the RFID scanners. Our team member will then confirm payment once your RFID band is properly scanned at the point of sale.

Any purchase that you wish to make that exceeds the available balance of your RFID band will require you to pay the difference by another payment method.

If you want us to provide details of what purchases have been made using your RFID band then please contact Guest Services where (subject to verification of your identification) the information will be provided to you.

Funds credited to your RFID band may be refunded to you at any time by visiting the Admissions counter (you must produce a suitable form of identification at that time). The refund will be made in the same manner as you last loaded funds onto your RFID band.

The RFID band issued to you remains the property of URBNSURF.

For information relating to the manner in which URBNSURF collects and uses any personal information provided by you, please refer to our Privacy Collection Statement.

If you have any questions or wish to check the balance on your RFID band at any time, please visit Guest Services.

Cancellation, Refund & Amendment Policy

Booking for up to 10 persons

  • Within 5 days of your booked surf session or surf lesson, you cannot change to your booking, and any cancellations incur a 100% cancellation fee. No refunds.
  • Between 29 and 6 days of your booked surf session or surf lesson, you can change your booking (subject to availability) or have the value credited to your URBNSURF account.
  • Bookings greater than 30 days in advance can be changed (subject to availability), credited to your URBNSURF account.

Bookings for more than 10 persons.

  • A 10% deposit is required in order to secure a group booking for more than 10 people. Until the deposit has been received, no sessions will be reserved. The full outstanding balance (minus the 10% deposit) is due 20 days prior to the activity date. If you fail to pay for your booking in full 20 days prior to the activity date, it will be automatically cancelled and your deposit will not be refunded.
  • Bookings can be amended up to 20 days prior to the activity date and are subject to the availability of sessions in the lagoon. No changes to bookings can be made less than 20 days prior to the activity date.
  • Bookings that are cancelled between 5 – 20 days prior tothe activity date will be entitled to a 50% Voucher of the amount paid minus the 10% deposit.
  • Bookings that are cancelled within 5 days of the activity date will not be entitled to a refund of voucher to any cancellations or amendments to the booking.

All Bookings 

All passes remain the property of URBNSURF, are non-transferable to another person and no extension to the validity period is available. URBNSURF reserves the right to cancel any pass and refuse entry where URBNSURF reasonably believes a pass has been obtained in an unlawful or improper manner or in breach of these Terms & Conditions.

The availability of activities referred to on our website is subject to change, delay, cancellation or closure due to inclement weather, preventative maintenance, refurbishment or other operational requirements – details can be obtained by emailing Guest Services at [email protected]/melbourne prior to your visit to URBNSURF.

Extensions to the validity of a pass or refunds, as a result of limited visitation, suspension, premises or lagoon closure, will only be available in circumstances where the cause is a matter within URBNSURF’s control or you are otherwise entitled to a refund (or any other statutory remedy) at law, including under the Australian Consumer Law.

Any Voucher provided in accordance with this policy must be used within 12 months from the date or issue or prior to the communicated Expiry Date.No Voucher is transferable for cash and any credit that remains unused after the Expiry Date will not be refunded or credited to you.

Schools

School Services Bookings and Agreements are made upon and are subject to Facility Rules and the following conditions:

  • Confirmation of Booking/s – A confirmation will be sent to the email address supplied once the booking has been processed.
  • Fees, Charges and Payment – Hiring fees and charges (including GST) will be quoted prior to processing the booking. Upon acceptance of the quote, confirmation will be sent out with invoice payment due no later than 14 days prior to the planned date of attendance. Failure to do so will result in a cancellation of the booking.
  • Cancellations/Reschedules– In the event a confirmed booking is cancelled or rescheduled (must be received in writing) the following will apply:
    a) Notification greater than 14 days prior to the booked surf lesson will allow changes (subject to availability), or have the value credited to their URBNSURF account.
    b) Bookings cancelled 14 days or less prior to the booked surf session or lesson will incur a 50% cancellation fee.
    c) Bookings cancelled 24 hrs or less from the booked surf lesson will incur the full booking fee.

Any remaining funds after the cancellation fee deduction can be credited to the guest’s account or utilized for rebooking. This credit will remain valid for 12 months from the original session or lesson date.
URBNSURF Melbourne reserves the right not to accept the hire application or to cancel the booking at any time.

  • Supervision, Public Safety & Security – The hirer assumes full responsibility during the period of hire for the supervision, safety, and control of all its guests, players, members, staff and visitors.

Memberships

These terms and conditions form part of the Terms & Conditions of Purchase and apply to all URBNSURF Membership products. The member will be deemed to have accepted these terms and conditions when purchasing any of URBNSURF’s Membership products. The member acknowledges and accepts that their Membership may be suspended or cancelled in accordance with these Terms and Conditions of Purchase.

URBNSURF offers 3 unique tiers of Membership:

  • the Aqua Membership;
  • the Gold Membership; and
  • the Foundation Membership

Each Membership is valid for an initial twelve month term (Initial Term). By joining as an URBNSURF member, the member commits to an auto-renewal of their Membership at the end of the Initial Term and at the end of each subsequent term (Renewed Term(s)).

Aqua Membership

An Aqua Membership is a 12 month membership that entitles the member to the following benefits:

  • 25 x Intermediate surf sessions per year in URBNSURF’s Point surfing zone
  • Free membership to URBNSURF Boardriders Club
  • Members rates for Amateur Surf League competitions
  • Unlimited Spectator Pass entry
  • 10% off extra sessions, lessons, retail and hire

The member is only entitled to redeem 2 x sessions per month. If the member does not redeem one or more sessions during a particular month, those sessions are forfeited.

The member is entitled to redeem 1 x additional session to be used either by the member, or someone nominated by the member, at any time throughout the year.

The Aqua Membership will be processed in twelve (12) equal monthly instalments.

This membership excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Additional time in the lagoon
  • Parking

Gold Membership

A Gold Membership is a 12 month membership that entitles the member to the following benefits:

  • 50 x advanced or intermediate surf sessions per year in URBNSURF’s Point surfing zone
  • Free membership to URBNSURF Boardriders Club
  • Members rates for Amateur Surf League competitions
  • Unlimited Spectator Pass entry
  • 10% off extra sessions, lessons, retail and hire

The member is only entitled to redeem 4 x sessions per month. If the member does not redeem one or more sessions in a particular month, those sessions are forfeited.

The member is entitled to redeem 2 x additional session to be used either by the member, or someone nominated by the member, at any time throughout the year.

The Gold Membership will be processed in twelve (12) equal monthly instalments.

This membership excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Additional time in the lagoon
  • Parking

Foundation Membership

A Foundation Membership is only offered for a limited time and entitles the member to all the benefits of a Gold Membership (please see Gold Membership for further details) plus the following exclusive benefits:

  • A half-day (4-hour) Foundation Members surf experience prior to our opening to the general public
  • A behind the scenes tour of URBNSURF prior to our opening to the general public
  • A Foundation Member wristband, member card and Test Pilot t-shirt
  • VIP invitations to URBNSURF events

The member must pay the full cost of the Foundation Membership upfront.

The Foundation Membership will revert to a Gold Membership after the Initial Term. However, so long as the member renews their Membership they will retain their Foundation Membership status.

This membership excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Additional time in the lagoon
  • Parking

Membership Cancellation, Refund and Amendment Policy

All members must read and abide by URBNSURF’s Membership Cancellation, Refund & Amendment Policy, the General Conditions of Entry, the Direct Debit Terms and Conditions and the Surfers’ Code of Conduct.

All Memberships are non-transferrable.

Membership Freeze – All members are entitled to ‘freeze’ their Membership for any reason if their account payments are up to date and the Membership has more than 2 weeks remaining. In any 12 month period the member may freeze their Membership 2 times for up to 1 month for both periods combined. There are no fees associated with ‘freezing’ your membership. Memberships will be extended for the period by which they are frozen.

URBNSURF may agree to freeze a Membership for more than the period noted above for surf-related travel, medical or hardship reasons. However, the member will be required to provide sufficient proof of such circumstances (eg supporting documentation) to our reasonable satisfaction.

Membership Upgrade – If a member wishes to upgrade their Membership, this can be done at any time throughout the year. The member will be required to pay the difference in price (calculated on a pro-rata basis). The member will be entitled to the benefits of the upgraded Membership for the period remaining in that Term. Each subsequent Term will be renewed in accordance with the upgraded Membership terms and conditions.

Member Cancellation – If the member wishes to cancel their Membership during the Initial Term, all outstanding payments must be settled at the time of doing so. If the member wishes to cancel their Membership during any Renewed Term, they can do so by giving URBNSURF at least 30 days’ prior written notice.

URBNSURF Cancellation – We reserve the right to suspend or cancel the member’s Membership, without compensation, if we reasonably suspect that the member has seriously breached their obligations under the relevant terms and conditions.

Members must not permit others to use, enter or access URBNSURF facilities through the misuse of the members’ Membership. Such conduct may amount to a serious breach of these terms and conditions and may result in suspension or cancellation of the Membership.

Amendment – URBNSURF retains the right to vary these terms and conditions from time to time (including changing the prices of any Membership) provided that this does not materially affect the nature of the Membership purchased. Any variations become effective on posting of the changes on our Website. URBNSURF encourage users to review this document regularly to keep abreast of such changes.

Multipacks

These terms and conditions form part of the Terms & Conditions of Purchase and apply to all URBNSURF Multipack products. Multipack holders will be deemed to have accepted these terms and conditions when purchasing any of URBNSURF’s Multipack products. Multipack holders acknowledge and accept that their Multipack may be suspended or cancelled in accordance with these Terms and Conditions of Purchase.

URBNSURF offers 3 Multipack products:

  • the Advanced Surf Multipack
  • the Intermediate Surf Multipack
  • the Surf Lessons Multipack

Advanced Surf Multipack

An Advanced Surf Multipack entitles the holder to 10 x Advanced Surf Sessions. These sessions must be redeemed within 12 months of purchase after which time they will be forfeited.

Intermediate Surf Multipack

An Intermediate Surf Multipack entitles the holder to 10 x Intermediate Surf Sessions. These sessions must be used within 12 months of purchase after which time they will be forfeited.

Surf Lessons Multipack

A Surf Lessons Multipack entitles the holder to 3 x Surf Lessons. These sessions must be used within 6 months of purchase after which time they will be forfeited.

All Multipacks exclude:

  • Food and beverage
  • Merchandise
  • Photography
  • Additional time in the lagoon
  • Parking

Multipack Cancellation, Refund and Amendment Policy

All Multipack holders must read and abide by URBNSURF’s Multipack Cancellation, Refund & Amendment Policy, the General Conditions of Entry and the Surfers’ Code of Conduct.

All Multipacks are non-transferable.

Multipack Freeze – URBNSURF may agree to freeze a Multipack for a certain period for surf-related travel, medical or hardship reasons. However, the holder will be required to provide sufficient proof of such circumstances (eg supporting documents) to our reasonable satisfaction. There are no fees associated with ‘freezing’ Multipacks. Multipacks will be extended for the period by which they are frozen.

URBNSURF Cancellation – We reserve the right to suspend or cancel a Multipacks, without compensation, if we reasonably suspect that the Multipack holder has seriously breached their obligations under the relevant terms and conditions.

Multipack holders must not permit others to use, enter or access URBNSURF facilities through the misuse of the holders’ Multipack. Such conduct may amount to a serious breach of these terms and conditions and may result in suspension or cancellation of the Multipack.

Amendment – URBNSURF retains the right to vary these terms and conditions from time to time (including changing the prices of any Multipack) provided that this does not materially affect the nature of the Multipack purchased. Any variations become effective on posting of the changes on our Website. URBNSURF encourage users to review this document regularly to keep abreast of such changes.

Cabana Space Hire

These terms and conditions form part of the Terms and Conditions of Purchase and apply to all persons hiring (Hirer) a Cabana Space (including its facilities, fixtures, fittings, equipment or furnishings) (Cabana). The Hirer accept and agree to the Terms and Conditions of Purchase and to the General Conditions of Entry.

URBNSURF offers Cabana Hire for periods of 3, 5 and 10 hours (Hire Period).

Cabana Hire can be booked on our Website or at the time of arrival. Please select the date of your Cabana Hire carefully as bookings are non-refundable.

Each Cabana has a maximum capacity of 12 people at any one time during the Hire Period. Numbers exceeding this limit will be in breach of these terms and conditions and, depending on the circumstances, may result in ejection.

Cabana Hire excludes entry fees.

The Hirer and their guests must not:

  • alter or add to the Cabana without prior approval from URBNSURF;
  • leave any rubbish or waste in the Cabana other than as disposed in suitable containers;
  • exceed the maximum capacity of the Cabana;
  • use candles / naked flames or smoke at any time inside or outside the Cabana

The Hirer and their guests must:

  • vacate the Cabana at the end of the Hire Period
  • pay any outstanding accounts owed at the end of the Hire Period

All Cabana Hire excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Time in the lagoon
  • Parking

The Hirer is responsible for any damage of the Cabana, including but not limited to any damage caused by the Hirer’s guests. URBNSURF reserves its right to charge the Hirer for damage caused by improper use or handling of the Cabana.

Cabana Hire Cancellation, Refund and Amendment Policy

A minimum of 48 hours’ notice prior to the booking date is required for all Cabana date transfers. All date transfers are subject to the discretion of URBNSURF.

Cabana Hire Refund Policy – Refunds, as a result of cancelled or limited visitation, will only be available in circumstances where the cause is a matter within URBNSURF’s control or you are otherwise entitled to a refund (or any other statutory remedy) at law, including under the Australian Consumer Law.

Right to Eject – URBNSURF reserves the right to eject any person or group of persons who are in breach of these terms and conditions. URBNSURF also reserves the right to eject any person or group of persons who it considers to be behaving in an illegal, unsafe or disruptive manner. Any person ejected under these circumstances will not receive compensation for being ejected.

Amendment – URBNSURF retains the right to vary these terms and conditions from time to time (including changing the prices of Cabana Hire) provided that this does not materially affect the nature of any Cabana Hire already purchased. Any variations become effective on posting of the changes on our Website. URBNSURF encourage users to review this document regularly to keep abreast of such changes.

Outside Food and Beverage Policy

No alcohol, glassware, food (including commercially prepared food), beverages, eskies or coolers are permitted unless required for special dietary needs (e.g. allergies) or for infants or babies.

 

URBNSURF SYDNEY CONDITIONS OF ENTRY

Application and agreement. These Conditions of Entry apply to all patrons of the URBNSURF Sydney surf park, located at 15 Hill Road, Sydney Olympic Park NSW 2127, and the built environment (including carparks, structures, buildings, equipment, machinery and associated property) (Premises).  By entering the Premises, you accept these Conditions of Entry.

Entry to the Premises

To gain entry to the Premises you will be required to present either a hard-copy print out or an electronic copy of the ticket at to the admissions counter.  You will not be permitted to enter the Premises without a valid hard-copy or electronic copy of the ticket. Enforcement of this condition is subject to the discretion of URBNSURF staff.

Assumption of risk. You voluntarily assume all risks and dangers associated with entry to the Premises, including the risks of Recreational Activities (sporting activities or similar leisure time pursuits or any other activity that involves physical exertion or physical risk undertaken at the Premises) and the risks of activities in or near water.  To the extent permitted by law including the Australian Consumer Law, URBNSURF Sydney Pty Ltd ABN 94 671 761 112 and its Related Bodies Corporate (as defined in the Corporations Act 2001), agents, licensees, employees, officers, and contractors (We, Our and Us) disclaim all liability for any loss or damage to property, personal injury or death caused by or arising from the Premises or the Recreational Activities.  Recreational Activities include but are not limited to surfing, bodyboarding, longboarding, stand-up paddle boarding, bodysurfing, swimming, wading, wave pool access, skateboarding, carveboarding, jumping, running, sliding, climbing, and use of hire or personal equipment (including boards, surf hardware, wetsuits and surfing accessories).

Operational restrictions. We may refuse entry to the Premises or Recreational Activities if you do not meet any physical or clothing or accessory restrictions that We impose for safety or operational reasons.

Medical conditions. If we require you to sign a Waiver, you must certify that you have independently assessed the Recreational Activities and are medically and physically fit and able to undertake the Recreational Activities, and have not been advised otherwise by a medical practitioner. You have not and will not rely on any representation from Us that your physical condition is sufficient to participate in the Recreational Activities.  

Waiver. Before participating in Recreational Activities, you are required to sign a document (accessible here) under which you assume risk, waive claims, exclude liability and indemnify Us (Waiver). You are not permitted to participate in the Recreational Activities unless you have signed the Waiver. For patrons under the age of 18 years, the Waiver must be signed by a parent or guardian over the age of 18.

Age restrictions. We may deny admission to children under the age of 14 unless accompanied by a parent or guardian over the age of 18. Persons under the age of 6 years will not be permitted to enter the URBNSURF lagoon.

Animals. Animals are not permitted at the Premises, except assistance animals.

Photography and Filming.

a. Photography and filming by you.

    1. You are permitted, as a non-professional photographer using basic non-professional equipment such as a camera phone or camera without a telephoto lens, to take photographs and/or video recordings in public areas of the venue. URBNSURF may determine, using its reasonable discretion, whether you are using professional photography equipment.
    2. You are permitted to use Go-Pro cameras attached to your own surfboard in the lagoon. For your safety and the safety of others, only board-mounted Go-Pro cameras are permitted. You are not permitted to attach Go-Pro cameras to any equipment owned by URBNSURF.
    3. You are not permitted to fly any drone aircraft within the grounds of URBNSURF.
    4. Under no circumstances will any photography or video be allowed in the changing facilities, toilets and shower areas. You acknowledge that URBNSURF may request access to photographs and videos taken by you at the venue and ask that certain files are deleted if they are deemed to invade the privacy of other visitors and/or staff, or include images of areas that are prohibited to the general public.
    5. To the extent permitted under law, we will not be responsible for any loss or damage to your photography equipment whilst at URBNSURF.

b. Photography and filming by URBNSURF.

      1. URBNSURF may conduct, or allow third parties to conduct, photography, filming and live streaming services at our venue, including for the purposes of:
        • providing photography and/or filming services to our visitors;
        • conducting promotional activities and marketing; and
        • live streaming any events which are held at our venue.
      2. If you do not wish to be photographed or filmed at URBNSURF, please let us know when you make a booking or enter the venue, or otherwise approach a member of staff once you are on the premises. URBNSURF will provide you with a unique rash-shirt to be worn during your visit, and ensure your image is not captured or published.
      3. Unless clause bii applies, you may be photographed or filmed in our venue. If this occurs, you agree to the publication of any photographs, videos, recordings, and/or likenesses of you and their use by us and those authorised by us, without prior notice or compensation, in any way which we may see fit including but not limited to film, broadcast, radio, TV, social media and any other media platforms, publications, future events and publicity. You acknowledge that we have the full right to sell and/or profit from the commercial use of such photographs, motion pictures, recordings, and/or likenesses of you, and that copyright in these materials belongs to URBNSURF.
      4. We may make photographs and/or video recordings taken at our venue available for purchase by you. If such a service is available, prices and the process for purchasing such photos or recordings shall be provided on site and will also be available via our website. We cannot guarantee the availability of photographs or recordings for any specific surfing session.

c. Commercial use.

        1. You may only use photographs and/or video recordings captured in our venue, whether taken by you directly or purchased from us, for personal use. You are prohibited from publishing, otherwise making available, or using any photos or video footage taken at our venue for any commercial purpose without the prior consent of URBNSURF. Commercial purposes include posting to any non-personal social media account or otherwise posting to any social media account or other platform (online or otherwise) where any profit is generated or there is any brand association.
        2. If you wish to make commercial use of any photo or video taken at URBNSURF, please contact the Marketing Team at [email protected] and describe your intended commercial use. Licences and/or approvals for such use will be subject to an appropriate licence fee and will be granted strictly at the discretion of URBNSURF.

Conduct.

You must:

  • Act with consideration for yourself and others and refrain from behaviour which could affect your safety or the safety of others.
  • Obey all reasonable written and verbal instructions and warnings given by Our staff.
  • Use safety equipment where appropriate and where directed by Us.
  • Be responsible for your own personal property.
  • Be responsible for persons under your supervision. Lifeguards will not be able to watch or supervise children at all times.

Alcohol and food. No alcohol, glassware, food (including commercially prepared food), beverages, eskies or coolers are permitted unless required for special dietary needs (e.g. allergies) or for infants or babies.

Smoking. No smoking (including e-cigarettes) is permitted at the Premises.

Illegal substances. Illegal substances are strictly prohibited.  If you are found in possession of any suspected illegal substance, the appropriate authorities may be contacted.

Inspection of bags. We may inspect any bags or other goods in your possession or your locker immediately upon request.

Closure of Premises. We may temporarily or permanently close part or all of the Premises. Extensions to passes or refunds will be provided in accordance with law (including any statutory remedy under the Australian Consumer Law which cannot be excluded or modified by these Conditions of Entry).

Personal property. You are responsible for all personal belongings and property.  To the extent permitted by law, We will not be liable for any damage, loss or theft of your personal belongings. Full Locker Hire Conditions can be found on Our website or by contacting Guest Services.

Carpark. Vehicles are parked in the carpark at your own risk. To the extent permitted by law, We will not be liable for any damage, loss or theft of any vehicle or accessories or contents in or on any vehicle. Full Car Park Conditions can be found on Our website or by contacting Guest Services.

Refusal of entry or ejection from premises: You may be refused entry to or be ejected from the Premises without a refund if We reasonably believe that you are affected by drugs or alcohol or have behaved inappropriately; your actions may pose a risk to Us or you or other patrons; or you are in breach any of these Conditions of Entry or other laws, policies or conditions applying to the Premises. In the case of suspected criminal activity, you may be held by Our staff or security until law enforcement arrives.

Modification of Conditions of Entry. We reserve the right to modify the Conditions of Entry at any time without notice.

Memberships

These terms and conditions form part of the Terms & Conditions of Purchase and apply to all URBNSURF Membership products. The member will be deemed to have accepted these terms and conditions when purchasing any of URBNSURF’s Membership products. The member acknowledges and accepts that their Membership may be suspended or cancelled in accordance with these Terms and Conditions of Purchase.

URBNSURF offers 3 unique tiers of Membership:

  • the Aqua Membership;
  • the Gold Membership; and
  • the Foundation Membership

Each Membership is valid for an initial twelve month term (Initial Term). By joining as an URBNSURF member, the member commits to an auto-renewal of their Membership at the end of the Initial Term and at the end of each subsequent term (Renewed Term(s)).

Aqua Membership

URBNSURF Sydney Members:

An Aqua Membership is a 12-month membership that entitles the member to the following benefits:

  • 24 x surf sessions per year in URBNSURF’s Point surfing zone in either types up to and including:
    • Advanced (Advanced Membership), i.e:
      • Cruiser
      • Progressive Turns
      • Intermediate
      • Advanced Turns
      • Advanced
    • Intermediate (Intermediate Membership), i.e:
      • Cruiser
      • Progressive Turns
      • Intermediate
  • Additional $150 credit to be used for surf sessions, lessons or non-surf items offered on URBNSURF’s website, in any session type, for the member or someone nominated by the member, at URBNSURF Sydney or Melbourne locations, at anytime throughout the year
  • Priority booking window, 2 weeks before the general public
  • Access to exclusive, Members-only events, including regular Members information nights
  • Free membership to the URBNSURF Sydney Boardriders Club (starting in mid-2024)
  • Unlimited Spectator Pass entry for the member, whether they are surfing or not on a particular day
  • 10% off extra sessions, lessons and hire.
  • 20% off URBNSURF Clips by Flowstate session videos

The member is only entitled to redeem 2 x sessions per month. If the member does not redeem one or more sessions during a particular month, those sessions accumulate in subsequent months, up to 3 months from the month of first issue.

The Aqua Membership will be processed in twelve (12) equal monthly instalments.

This membership excludes:

  • Food and beverage
  • Merchandise
  • Video & photography
  • Additional time in the lagoon
  • Parking (exceeding 2-hours per visit)

Gold Membership

URBNSURF Sydney Members:

A Gold Membership is a 12-month membership that entitles the member to the following benefits:

  • 48 x surf sessions per year in URBNSURF’s Point surfing zone in either types up to and including:
    • Advanced (Advanced Membership), i.e:
      • Cruiser
      • Progressive Turns
      • Intermediate
      • Advanced Turns
      • Advanced
    • Intermediate (Intermediate Membership), i.e:
      • Cruiser
      • Progressive Turns
      • Intermediate
  • Additional $300 credit to be used for surf sessions, lessons or non-surf items offered on URBNSURF’s website, in any session type, for the member or someone nominated by the member, at URBNSURF Sydney or Melbourne locations, at anytime throughout the year
  • Priority booking window, 2 weeks before the general public
  • Access to exclusive, Members-only events, including regular Members information nights
  • Free membership to the URBNSURF Sydney Boardriders Club (starting in mid 2024)
  • Unlimited Spectator Pass entry for the member, whether they are surfing or not on a particular day
  • 10% off extra sessions, lessons and hire
  • 20% off URBNSURF Clips by Flowstate session videos

The member is only entitled to redeem 4 x sessions per month. If the member does not redeem one or more sessions during a particular month, those sessions accumulate in subsequent months, up to 3 months from the month of first issue.

The Gold Membership will be processed in twelve (12) equal monthly instalments.

This membership excludes:

  • Food and beverage
  • Merchandise
  • Video & photography
  • Additional time in the lagoon
  • Parking (exceeding 2-hours per visit)

Foundation Membership

A Foundation Membership is only offered for a limited time and entitles the member to the following exclusive benefits:

  • 52 x surf sessions per year, given upfront when sessions at the facility are able to be booked, and to be used:
    • In any session type on the schedule,
    • At any time of year,
    • At either URBNSURF Sydney or URBNSURF Melbourne
      • Surf sessions will be stored at the URBNSURF Sydney location account page of the member by default and can be transferred to URBNSURF Melbourne by contacting URBNSURF customer service via phone or email more than 3 working days ahead of the desired session to be booked.
  • Pre-opening surf-it-first event in autumn 2024, including 3-hours of surfing, access to premium waves, behind-the-scenes tour & mixer event with Melbourne Foundation Members
  • Limited-edition URBNSURF Foundation Member wristband and merchandise
  • Invitations to exclusive Member-only events
  • 10 pack of URBNSURF Clips by Flowstate session videos with 20% off additional clips
  • 3 coaching sessions via the URSBNSURF Surf Academy Online
  • Priority booking, 2 weeks before general public (6 week booking window)
  • FREE URBNSURF Boardriders Sydney Annual Membership (to start mid 2024)
  • Unlimited spectator passes for your and a guest per visit, whether you are surfing or not
  • Two of your surfs available to share with your crew
  • 10% off additional surf sessions and lessons at URBNSURF Sydney and Melbourne

Foundation Memberships are payable upfront, on registration for the first 12 months, and month-to-month billing applies thereafter.

The initial 12-month membership term starts from when URBNSURF Sydney opens in Autumn 2024.

Membership Cancellation, Refund and Amendment Policy

All members must read and abide by URBNSURF’s Membership Cancellation, Refund & Amendment Policy, the General Conditions of Entry, the Direct Debit Terms and Conditions and the Surfers’ Code of Conduct.

All Memberships are non-transferrable.

Membership Freeze – All members are entitled to ‘freeze’ their Membership for any reason if their account payments are up to date and the Membership has more than 2 weeks remaining. In any 12 month period the member may freeze their Membership 2 times for up to 1 month for both periods combined. There are no fees associated with ‘freezing’ your membership. Memberships will be extended for the period by which they are frozen.

When a Membership is frozen, members are still required to continue payments under their 12-month contract, and the ‘unused’ entitlements get pushed back to the end of the 12-month cycle before it is renewed.

URBNSURF may agree to freeze a Membership for more than the period noted above for surf-related travel, medical or hardship reasons. However, the member will be required to provide sufficient proof of such circumstances (eg supporting documentation) to our reasonable satisfaction.

Membership Upgrade – If a member wishes to upgrade their Membership, this can be done at any time throughout the year. The member will be required to pay the difference in price (calculated on a pro-rata basis). The member will be entitled to the benefits of the upgraded Membership for the period remaining in that Term. Each subsequent Term will be renewed in accordance with the upgraded Membership terms and conditions.

Member Cancellation – If the member wishes to cancel their Membership during the Initial Term, all outstanding payments must be settled at the time of doing so. If the member wishes to cancel their Membership during any Renewed Term, they can do so by giving URBNSURF at least 30 days’ prior written notice.

URBNSURF Cancellation – We reserve the right to suspend or cancel the member’s Membership, without compensation, if we reasonably suspect that the member has seriously breached their obligations under the relevant terms and conditions.

Members must not permit others to use, enter or access URBNSURF facilities through the misuse of the members’ Membership. Such conduct may amount to a serious breach of these terms and conditions and may result in suspension or cancellation of the Membership.

Amendment – URBNSURF retains the right to vary these terms and conditions from time to time (including changing the prices of any Membership) provided that this does not materially affect the nature of the Membership purchased. Any variations become effective on posting of the changes on our Website. URBNSURF encourage users to review this document regularly to keep abreast of such changes.

Direct Debit Terms and Conditions

  • By joining as an URBNSURF member, the member authorises URBNSURF to arrange for funds to be debited from the member’s nominated debit or credit card for the amount applicable to the member’s Membership type and in accordance with their authorised agreement.
  • Each Membership is valid for an initial twelve (12) month term (Initial Term).
  • The Gold and Aqua memberships will be processed in twelve (12) equal monthly instalments.
  • If a payment falls due on a non-business day, the payment will be made on the next business day.
  • The member commits to an auto-renewal of their Membership at the end of the Initial Term and at the end of each subsequent term (Renewed Term(s)). Payments made in respect of any Renewed Terms are debited in accordance with the member’s initial authorised agreement and according to the method prescribed therein.
  • The member will be given at least thirty (30) days’ notice in writing prior to the first payment for each Renewed Term. If the member does not wish for their Membership and payment to renew, they are required to opt out in writing prior to the first payment of each Renewed Term being processed.
  • If the member opts out of the auto-renewal, their Membership will cease and the member will be required to join again.
  • If the member wishes to cancel their Membership during the initial 12 month term, all outstanding payments must be settled at the time of doing so.
  • If the member wishes to cancel their Membership during any Renewed Term, they can do so by giving URBNSURF at least 30 days’ prior written notice.
  • It is the member’s responsibility to ensure that:
    • the debit or credit card details the member has provided are correct
    • the member’s debit or credit card has sufficient credit available on the scheduled drawing date to permit the payment of debit items initiated in accordance with their authorised agreement.
  • The member will not be provided with reminders or invoices in relation to any debit made in accordance with their authorised agreement. If the member wishes to be provided with invoices in relation to any debit made by URBNSURF a request should be made via [email protected].
  • If any debit is returned unpaid by the member’s financial institution, further attempts will be made throughout the month to attempt to clear the payment. The member will be contacted via phone, email or post to advise the member of any failed payments.
  • If the member’s debit is returned unpaid or dishonoured by the member’s financial institution, the member will be contacted requesting immediate payment. Any fees levied to the member by the member’s financial institution will be payable by the member.
  • URBNSURF may limit, restrict, suspend or cancel the Membership if the member’s financial institution does not honour any payment in full.
  • If the member is not up to date with payments, the member will not be able to gain access to bookings or Membership entitlements until overdue payments are made.
  • The member should note that it may take up to 2 business days to reinstate booking access and Membership entitlements.
  • The member should direct all queries and requests for cancellation of their authorised agreement to [email protected].
  • URBNSURF is careful to protect the privacy of any personal information supplied. Some information may be given to financial institutions involved in the event of a direct debit item dispute, or to verify that URBNSURF has entered into an authorised agreement with you.

Locker Hire Conditions

  • Locker hire is included in the price of surf admission.
  • It is your responsibility to ensure your locker is secured properly at all times during the period of hire. To the extent permitted by law, We take no responsibility for items lost, stolen, misplaced and or damaged from your locker.
  • Your locker hire expires at midnight on the day of hire. At this time all lockers will be opened and cleared of any remaining items, which may be claimed from the lost and found located at Guest Services.
  • We reserve the right to open, search or empty any locker if we suspect any illegal activity or if we consider it necessary to protect Us or you or other patrons. You must not store dangerous, flammable or illegal substances or equipment in a locker.

Accessibility Information

Accessibility Information

We want your visit to URBNSURF to be a fun and exciting experience you’ll never forget. That is why we’ll do all we can to ensure your day is not only memorable, but as safe and accessible as possible.

Accessible Parking

If you hold a current disabled parking permit, accessible parking is available adjacent to the main entrance. Accessible parking spaces are clearly marked with the International Disability Symbol.

Entrance Prices

URBNSURF encourages guests with all types of disabilities to participate at our facility. Before booking a pass, please speak to Guest Services so we can ensure the appropriate number of surf instructors are available so you get ‘stoked!’ Guests that are unable to enjoy our facilities may receive complimentary entry.

Enjoy Your Day with a Companion

If you have a disability, you may consider visiting our facility with someone who can physically assist you. A guest with a disability who produces their Companion Card is entitled to 1 Free of Charge companion so that their companion can provide attendant care support during the visit. The companion is not entitled to a complimentary surf lesson or session, but should rather accompany the guest at all times.

Emergency Health Services/First Aid

If you require personal medical equipment and/or medication to be refrigerated/stored please contact Guest Services on [email protected] prior to your day of visit to discuss your requirements.

Restrooms

Accessible restrooms are available at URBNSURF.

Assistance Animals

Assistance animals are welcome at URBNSURF. However, we are unable to permit them in any of our water-based attractions and they must wear their working vest identifying their role at all times.

Casts and Strapped Limbs

We take our duty of care to our guests very seriously, and therefore do not allow any guest with a visible injury, such as a hard cast, stitches etc. to participate in any activities.

For safety reasons, if you have an amputated limb or prosthesis and would like to participate in a surf lesson or session, you must contact URBNSURF 5 days in advance so that arrangements may be made to assist with your experience. If you have a prosthesis and would like to use an URBNSURF surfboard, all sharp edges and sections of the prosthesis that may damage the surfboard or the attraction must be padded.

We understand that situations vary, and our Guest Services team can assist you to plan your day on an individual basis and to help determine which pass may suit your needs.

Eye Wear

In accordance with Australian Standard 3533.2 (2009) for the safety of all guests, glass eye wear including goggles and prescription glasses are not permitted in the water.

Guest Services

If you have additional questions, please contact Guest Services at [email protected]

Car Park Terms & Conditions

  • Sydney Olympic Park manages all car parks at P5.
  • Guests parking within the URBNSURF Sydney car park receive 2-hours complimentary parking when they validate their pass at the URBNSURF lobby or RAFI.
  • Vehicles are accepted into this Car Park for the purpose of parking only. By entering this Car Park, you accept to be bound by Sydney Olympic Park terms and conditions. If you do not agree to these terms, please exit the Car Park immediately.
  • Your vehicle is parked at your own risk and you are solely responsible for the security of your vehicle in the Car Park.
  • You must park within the marked boundaries of a parking space and not obstruct the entry or exit of any other vehicle.
  • You must not use those bays that are reserved for disabled guests unless you display a valid permit which has not expired.
  • To the extent permitted by law (including any statutory rights that you may have under the Australian Consumer Law (ACL) which cannot be excluded or modified by these Terms & Conditions) we are not liable to you for, and you release us from all claims in respect of, personal injury or death occurring in the Car Park, theft or loss of or damage to your personal property or vehicle howsoever caused except to the extent that it was caused by our negligence or wrongful act or omission.
  • To the extent permitted by the ACL and subject to any other law, we exclude any implied terms, conditions, warranties and guarantees or other liability that might otherwise apply in respect of these Terms & Conditions.

Leisure Pool Rules and Regulations

  • Patrons are required to follow the directions of the Lifeguards at all times.
  • Shower before and after use.
  • Do not use the pool if you are under the influence of drugs and/or alcohol.
  • No food or glass items are permitted within the pool.
  • Oils of any kind are not permitted in the leisure pool.
  • Children 12 years and younger require adult supervision in the leisure pool.
  • Horseplay is not permitted.

Please do not enter the leisure pool if you:

  • Feel unwell
  • Are pregnant
  • Have high or low blood pressure
  • Have had a recent heart attack

Retail Policy

Refer to Rip Curl’s Refunds and Returns Terms and Conditions.

Your rights under the Australian Consumer Law.

Surfer’s Code of Conduct

The Surfer’s Code of Conduct governs how URBNSURF expects surfers to behave while learning and surfing in our lagoon.

Surf To Your Ability
Only surf to your ability. If our staff notice that you are having difficulty in the zone you are surfing, or pose a hazard to other surfers, we may ask you to move to another surfing zone.

Wait Your Turn
A “one-at-a-time” priority system applies to surfing in the URBNSURF lagoon. Surfers are expected to wait their turn to catch their wave. There is a strict prohibition on “dropping in” (i.e. taking off on a wave that another surfer is already riding) or “snaking” (i.e. paddling ahead of the next surfer(s) who are waiting in the queue).

Your Wave Is Your Wave
When your wave comes, it’s yours! If you aren’t ready, miss it, or fall, you’ll need to return to the back of the queue and wait your turn for another one.
Keep Clear Of Other Surfers
If you fall, keep clear of other surfers by staying in the whitewater and paddling around to the channel, hugging the pier and generator. Avoid paddling up the green face of the wave as you are likely to disrupt the surfer who’s up and riding.

Be Respectful, Friendly and Courteous
Be respectful, friendly and courteous in the water. Maintain a pleasant atmosphere by keeping noise and profanity to a minimum. When paddling or catching a wave, communicate your intentions to others. If you’re stuck on the inside, ask for help if you need it. Please avoid verbal and physical altercations with other surfers.

Breaking The Code
If you break the code or make a mistake, simply apologise and head to the back of the queue. If you drop in or snake other surfers, you’re likely to be unpopular in the water and will be warned by our staff. Depending on the circumstances, offenders may be required to leave the water or venue and URBNSURF reserves the right to eject surfers in its sole discretion.

Hire Store Terms and Conditions

These terms and conditions apply to all URBNSURF hired gear (Gear). You will be deemed to have accepted these terms and conditions when hiring Gear through URBNSURF. These terms and conditions apply to Gear supplied for payment and Gear supplied without charge.

You can hire Gear for either:

  • Single session; or
  • A full, calendar day

Hiring Gear 

In order to hire Gear through URBNSURF you must use your RFID band (please refer to the Terms and Conditions of Purchase for RFID Band terms and conditions).

You must present your RFID band to our staff so that the Gear can be linked to your account.

You must ensure all Gear is returned and scanned by our staff at the end of the Hire Period.

Gear hired for a single session can be picked up from 30 minutes prior to the booked session and dropped back up to 30 minutes after the booked session.

Gear which is returned late may incur a late fee at our discretion, which will be calculated on the basis of the length of time which you have kept the Gear, commencing 30 minutes after your booked session.

Gear which is returned more than 4 hours late will be charged as a full calendar day.

Gear which is not returned on the same calendar day of the hire, will be charged as a full calendar day for each additional day that you retain the Gear until it is returned.  Gear that is not returned after [two] days will be treated as lost, stolen and unreturned gear as set out below.

Damage, Loss and Theft of Gear 

You accept the Gear as is and are responsible for care of the Gear while in your possession or use.

It is your responsibility to inspect the Gear prior to leaving the Hire Store and to notify URBNSURF of any damage before you take the Gear with you.

By accepting the Gear, you agree the Gear is checked out clean and in proper working condition and must be returned in the same condition.

URBNSURF is responsible for the general maintenance and conditioning of Gear resulting from normal use that occasions fair wear and tear to the Gear. Fair wear and tear is not damage. Fair wear and tear is any derogation from the Gear’s new state that retains the product’s function and characteristics as specified by the manufacturer, and for which maintenance may be required but repair or replacement is not. Examples include but are not limited to: minor scratches causing degradation of a surfboard, yellowing of a surfboard surface, wear on a velcro pad, minor scratches to a product.

You are responsible for ensuring that the Gear is returned to URBNSURF, and not lost, stolen or damaged while in your possession.  In accordance with the terms set out below, URBNSURF reserves the right to charge you for damage, theft or loss of the Gear while in your possession or use, including any damage, theft or loss caused by third parties who you allow to use the Gear.

Damaged Gear 

Damage is any derogation (other than fair wear and tear) from the Gear’s new state and/or the Gear’s function and characteristics as specified by the manufacturer, and for which repair work or replacement is required. Examples include but are not limited to: surfboard dings or gouges, fin-box blowouts, surfboard creases, fin scratches, loss of component straps or parts, edge blow-outs, topsheet delamination, or loss.

Gear that is determined damaged, by URBNSURF in its sole discretion, will incur a fee determined by URBNSURF that is in proportion to the cost incurred to repair the damage. Gear damaged beyond repair, and therefore requiring replacement, will incur a fee equivalent to the wholesale cost of the Gear.

URBNSURF will cover accidental damage costs up to $250 and you are responsible to pay 100% of the damage value beyond $250. URBNSURF reserves the right to refuse rental to anyone and damage cover is waived if the damage is deemed to be caused through negligent or intentional behaviour.

If any returned Gear is damaged the amount owed calculated in accordance with the paragraphs above, will be automatically deducted from your linked credit or debit card.  By hiring the Gear, you authorise URBNSURF to deduct the calculated amount for damaged Gear in accordance with these terms.

Lost, stolen or unreturned Gear 

You are responsible for your hired Gear from the moment of hire until its return.

If any Gear is not returned at the end of the Hire Period (either because it was stolen or lost) you will receive an email informing you that the Gear linked to your account has not been returned and that if the Gear is not returned in two days the amount owed will be automatically deducted from your linked credit or debit card.

Gear is non-transferable and you must not allow or authorise any other person to use the Gear at any time. You agree to indemnify URBNSURF and all third parties for any injury or damage to any person or property (including damage to, loss or theft of the Gear) arising out of your improper transfer of any Gear.

Gear that is lost, stolen or is unreturned after two days, will incur a fee equivalent to the retail cost of the Gear at the current price in URBNSURF’s retail store or a major surf retailer, will be automatically deducted from your linked credit or debit card.  By hiring the Gear, you authorise URBNSURF to deduct the calculated amount for lost, stolen or unreturned Gear in accordance with these terms.

Assumption of risk. 

(a) You understand and accept that renting the Gear and participating in any associated activities may expose you to hazards such as personal injury, risk of death, or loss of or damage to property. You also understand that you should be in good physical health to participate in activities associated with the Gear, and you represent and warrant that you have no significant medical conditions or health issues that prevent you from participating in such activities.

(b) you assume all risk of injury or loss arising out of or in connection with renting and/or using the Gear and participating in related activities. To the extent permitted by law, you hereby irrevocably release, hold harmless, and forever discharge URBNSURF parties from any and all liability or claims, actions, causes of action, demands, costs and expenses and liabilities for injury, illness, death or loss of or damage to property that you may suffer while renting and/or using the Gear and participating in any and all related activities.

(c) The notices in these terms and conditions are in addition to, and do not replace the waivers and acknowledgements of risk contained in the Waiver.

No liability for conduct of third parties. 

You acknowledge and agree that URBNSURF is not liable, and you agree not to seek to hold URBNSURF liable, for the conduct of third parties and that the risk of injury or loss arising out of or in connection with the conduct of such third parties rests entirely with you.  Gear is non-transferable and you must not allow or authorise any other person to use the Gear at any time. You agree to indemnify URBNSURF and all third parties for any injury or damage to any person or property arising out of your improper transfer of any Gear.

Terms and Conditions of Purchase

Terms and Conditions

These Terms & Conditions govern the purchase from URBNSURF Sydney PTY LTD ABN 94 671 761 112 (URBNSURF) of the named products and the use of the urbnsurf.com website (Website) and are governed by the laws of New South Wales.

Ticketing and pricing 

Purchase of tickets

Tickets for entry to URBNSURF may be purchased either at the URBNSURF premises or online on our Website.

If tickets are purchased online, a copy of the ticket will be sent to the email address provided at the time of purchase.

By purchasing a ticket to URBNSURF you agree to the terms of the URBNSURF Privacy Policy, the Cancellation, Amendment and Refund Policy and the General Conditions of Entry, which are hereby incorporated by reference. https://urbnsurf.com/privacy

The information on our Website (including prices and product offerings) may change at any time without notice.

Ticket options

Surf Lesson Pass

A Surf Lesson pass to URBNSURF entitles the participant to a 1-hour 45-minute surf lesson at the scheduled start time as well as a Spectator Pass (valid for use during normal advertised operating hours). Participants must arrive 45-minutes prior to the scheduled start time to ensure they are wearing suitable attire and have secured all personal belongings in a locker. For their first visit to the facility, participants must report to the Surf Academy 10-minutes with the appropriate surfing attire. The Surf Lesson pass includes:

  • Surfboard rental for 2 hours
  • Wetsuit rental for 2 hours
  • Locker for the duration of the visit
  • Surf lesson at a maximum ratio of 8 students to 1 surf instructor. The lesson includes a land-based 30-minute surfing introduction, a 55-minute surfing session, and a 15-minute debrief with the surf instructor.
  • Spectator Pass privileges (please see Spectator Pass for more details)

The Surf Lesson pass excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Additional time in the lagoon
  • Parking (exceeding 2-hours per visit)

The Surf Lesson pass must be used at the time and date noted on the ticket. Participants must ensure that they have read, acknowledge and satisfy the minimum requirements in order to participate in the surf lesson. Participants must read and abide by the URBNSURF Cancellation, Refund & Amendment Policy and the General Conditions of Entry.

Bay Surf Session Pass

A Beginner Surf Session pass to URBNSURF entitles the participant to a 55-minute surf session in the Bays Zone of the lagoon as well as a Spectator Pass (valid for use during normal advertised operating hours). Participants must arrive 45-minutes prior to the scheduled start time to ensure they are wearing suitable attire and have secured all personal belongings in a locker. For Guests’ safety, only softboards are permitted in the Bays. Participants are required to attend a safety briefing by the lifeguard tower 10 minutes prior to their session commencing and scan their RFID bands and wait for an URBNSURF staff member to give the all clear before entering the water. A Beginner Surf Session pass includes:

  • Locker for the duration of the visit
  • Surf session within the Bays Zone. Participants are to remain within the allocated side of the Bays Zone for the entirety of the session. All Beginner Surf Session surfers must abide by the Surfers’ Code of Conduct. At 5-minutes to the hour, the waves will be automatically switched off. All surfers must exit the water immediately.
  • Spectator Pass privileges (please see Spectator Pass for more details)

A Beginner Surf Session pass excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Additional time in the lagoon
  • Parking (exceeding 2-hours per visit)

A Beginner Surf Session pass must be used at the time and date noted on the ticket. Participants must ensure that they have read, acknowledge and satisfy the minimum requirements in order to participate in an Intermediate Surf Session. Participants must read and abide by the URBNSURF Cancellation, Refund & Amendment Policy and the General Conditions of Entry.

The Point Surf Session Pass

The Point Surf Session pass to URBNSURF entitles the participant to a 55-minute surf session in the Point Zone of the lagoon as well as a Spectator Pass (valid for use during normal advertised operating hours). Participants must arrive 45-minutes prior to the scheduled start time to ensure they are wearing suitable attire and have secured all personal belongings in a locker. Participants are required to attend a safety briefing by the lifeguard tower 10 minutes prior to their session commencing and scan their RFID bands and wait for an URBNSURF staff member to give the all clear before entering the water An Intermediate Surf Session pass includes:

  • Locker for the duration of the visit
  • Surf session within the Point Zone. Participants are to remain within the selected side of the Point Zone for the entirety of the session. All Intermediate Surf Session surfers must abide by the Surfers’ Code of Conduct. At 5-minutes to the hour, the waves will be automatically switched off. All surfers must exit the water immediately.
  • Spectator Pass privileges (please see Spectator Pass for more details)

The Point Surf Session pass excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Additional time in the lagoon
  • Parking (exceeding 2-hours per visit)

The Point Surf Session pass must be used at the time and date noted on the ticket. Participants must ensure that they have read, acknowledge and satisfy the minimum requirements in order to participate in a Surf Session. Participants must read and abide by the URBNSURF Cancellation, Refund & Amendment Policy and the General Conditions of Entry.

Spectator Pass

The Spectator Pass allows guests entry to the URBNSURF facility during normal advertised operating hours.

Spectator pass holders are entitled to access the general facilities. Conditions of entry apply to each attraction.

This package excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Time in the lagoon
  • Parking (exceeding 2-hours per visit)

Participants must read and abide by the URBNSURF Cancellation, Refund & Amendment Policy and the General Conditions of Entry.

Gift Cards

These Terms and Conditions apply to all Gift Cards issued by URBNSURF.  By purchasing, redeeming or attempting to redeem a Gift Card, you agree to be bound by these Terms and Condition (Gift Card Terms and Conditions) and the URBNSURF Privacy Policy.

Purchase

Gift Cards can be purchased in person at any URBNSURF location or online. e-gift Cards can be loaded with a variety of pre-determined amounts. Physical Gift Cards, purchased in person, can be loaded with any value requested.

Redemption of Gift Cards

Subject to the Expiry Date and the exceptions identified below, once loaded and activated Gift Cards can be used for the purchase of all URBNSURF tickets at an URBNSURF premises or on our Website.

Gift Cards cannot be used for food, beverages, merchandise, special events or photography purchases.

Gift Cards must be used within 3 years from the date of purchase. The date Gift Cards cease to be redeemable will appear on each Gift Card (Expiry Date). Any unused balance remaining on a Gift Card after the Expiry Date will be the property of URBNSURF and will not be refunded or credited to you.

Gift Cards can only be used up to the maximum value loaded onto the Gift Card and cannot be reloaded.  Any purchase that exceeds the available balance on a Gift Card will require you to pay the difference by another payment method that is accepted by URBNSURF.

Gift Cards are not legal tender. You cannot obtain any cash advance with your Gift Card or redeem your Gift Card for cash.

Gift Cards cannot be resold.

Replacement of lost, stolen or damaged Gift Cards

You should treat a Gift Card as if it were cash.  Gift Cards will not be replaced, refunded or redeemed if lost, stolen, defaced, mutilated, altered or tampered with.

Gift Cards will only be reissued or replaced by URBNSURF if the fault or damage to the Gift Card is proven to have been caused by URBNSURF (or its agents and contractors), is due to a manufacturing fault or is otherwise required by law.

Cancellation of Gift Cards

URBNSURF reserves the right to:

  • limit the number of Gift Cards purchased by any person or entity;
  • to cancel or void any Gift Card that:
    • has been reported lost or stolen;
    • appears to have been defaced, mutilated, altered or tampered with in any way;
    • URBNSURF knows or reasonably believes that the Gift Card has been resold to another person or has been stolen; or
    • URBNSURF otherwise reasonably believes that you have used (or will use) the Gift Card contrary to these Terms and Conditions; and
  • to correct the balance of Gift Cards if we believe that a clerical or accounting error has occurred.

Intellectual property

Copyright in the Gift Card and other intellectual property rights in respect of the Gift Card are owned or used under licence by URBNSURF, its affiliates, corporate partners or licensors, unless expressly indicated to the contrary.

Liability

To the maximum extent permitted by law (including any statutory rights that you may have under the Australian Consumer Law which cannot be excluded or modified by these Terms & Conditions), URBNSURF will not be liable to you for any loss or damage (whether direct, indirect or consequential) howsoever caused in connection with or arising from these Terms and Conditions and your use of an URBNSURF Gift Card, except in the event of URBNSURF’s negligence or wrongful act or omission.  To the maximum extent permitted by law, any liability that URBNSURF may owe to you will be limited to the remaining value on the Gift Card.

RFID Band Terms and Conditions

These terms and conditions form part of the Terms & Conditions of purchase and use of URBNSURF’s RFID band. You will be deemed to have accepted these terms and conditions when loading funds onto your RFID band and using it in the URBNSURF premises. You acknowledge and accept that your RFID band may be cancelled in accordance with these terms and conditions of purchase and use.

In order to be issued with an RFID band, a credit or debit card must be tokenised to your account. No charges will be made to your linked credit or debit card without your approval (except in circumstances where amounts are owed in respect of hired gear).

You must wear your RFID band at all times when in the URBNSURF premises.

You are responsible for the security of your RFID band and remain liable for any purchases made by a third party using your RFID band.

You must report the theft of your RFID band. You must also advise URBNSURF immediately if your RFID band is lost or stolen to ensure the RFID band is deactivated.

If your RFID band is damaged, does not work properly, is lost or stolen then a new RFID band will be issued to you (a replacement fee of $5.00 is payable unless the RFID band does not work properly or a Police report is produced indicating that your RFID band was stolen) and any balance of funds will be transferred to your new RFID band.

You can load funds onto your RFID band at any time during URBNSURF’s operating hours using a credit card, a debit card or by paying cash. At any one time, the maximum balance of your RFID band may not exceed $1,000.00.

If you wish to use your RFID band to make a purchase, inform our team member and tap it against the RFID scanners. Our team member will then confirm payment once your RFID band is properly scanned at the point of sale.

Any purchase that you wish to make that exceeds the available balance of your RFID band will require you to pay the difference by another payment method.

If you want us to provide details of what purchases have been made using your RFID band then please contact Guest Services where (subject to verification of your identification) the information will be provided to you.

Funds credited to your RFID band may be refunded to you at any time by visiting the Admissions counter (you must produce a suitable form of identification at that time). The refund will be made in the same manner as you last loaded funds onto your RFID band.

The RFID band issued to you remains the property of URBNSURF.

For information relating to the manner in which URBNSURF collects and uses any personal information provided by you, please refer to our Privacy Collection Statement.

If you have any questions or wish to check the balance on your RFID band at any time, please visit Guest Services.

Cancellation, Refund & Amendment Policy

Booking for up to 10 persons

  • Within 5 days of your booked surf session or surf lesson, you cannot change to your booking, and any cancellations incur a 100% cancellation fee. No refunds.
  • Between 29 and 6 days of your booked surf session or surf lesson, you can change your booking (subject to availability) or have the value credited to your URBNSURF account.
  • Bookings greater than 30 days in advance can be changed (subject to availability), credited to your URBNSURF account.

Bookings for more than 10 persons.

  • A 10% deposit is required in order to secure a group booking for more than 10 people. Until the deposit has been received, no sessions will be reserved. The full outstanding balance (minus the 10% deposit) is due 20 days prior to the activity date. If you fail to pay for your booking in full 20 days prior to the activity date, it will be automatically cancelled and your deposit will not be refunded.
  • Bookings can be amended up to 20 days prior to the activity date and are subject to the availability of sessions in the lagoon. No changes to bookings can be made less than 20 days prior to the activity date.
  • Bookings that are cancelled between 5 – 20 days prior to  the activity date will be entitled to a 50% Voucher of the amount paid minus the 10% deposit.
  • Bookings that are cancelled within 5 days of the activity date will not be entitled to a refund of voucher to any cancellations or amendments to the booking.

All Bookings 

All passes remain the property of URBNSURF, are non-transferable to another person and no extension to the validity period is available. URBNSURF reserves the right to cancel any pass and refuse entry where URBNSURF reasonably believes a pass has been obtained in an unlawful or improper manner or in breach of these Terms & Conditions.

The availability of activities referred to on our website is subject to change, delay, cancellation or closure due to inclement weather, preventative maintenance, refurbishment or other operational requirements – details can be obtained by emailing Guest Services at [email protected] prior to your visit to URBNSURF.

Extensions to the validity of a pass or refunds, as a result of limited visitation, suspension, premises or lagoon closure, will only be available in circumstances where the cause is a matter within URBNSURF’s control or you are otherwise entitled to a refund (or any other statutory remedy) at law, including under the Australian Consumer Law.

Any Voucher provided in accordance with this policy must be used within 12 months from the date or issue or prior to the communicated Expiry Date.  No Voucher is transferable for cash and any credit that remains unused after the Expiry Date will not be refunded or credited to you.

Schools

School Services Bookings and Agreements are made upon and are subject to Facility Rules and the following conditions:

  • Confirmation of Booking/s – A confirmation will be sent to the email address supplied once the booking has been processed.
  • Fees, Charges and Payment – Hiring fees and charges (including GST) will be quoted prior to processing the booking. Upon acceptance of the quote, confirmation will be sent out with invoice payment due no later than 14 days prior to the planned date of attendance. Failure to do so will result in a cancellation of the booking.
  • Cancellations/Reschedules– In the event a confirmed booking is cancelled or rescheduled (must be received in writing) the following will apply:
    a) Notification greater than 14 days prior to the booked surf lesson will allow changes (subject to availability), or have the value credited to their URBNSURF account.
    b) Bookings cancelled 14 days or less prior to the booked surf session or lesson will incur a 50% cancellation fee.
    c) Bookings cancelled 24 hrs or less from the booked surf lesson will incur the full booking fee.

Any remaining funds after the cancellation fee deduction can be credited to the guest’s account or utilized for rebooking. This credit will remain valid for 12 months from the original session or lesson date.
URBNSURF Melbourne reserves the right not to accept the hire application or to cancel the booking at any time.

  • Supervision, Public Safety & Security – The hirer assumes full responsibility during the period of hire for the supervision, safety, and control of all its guests, players, members, staff and visitors.

Multipacks

These terms and conditions form part of the Terms & Conditions of Purchase and apply to all URBNSURF Multipack products. Multipack holders will be deemed to have accepted these terms and conditions when purchasing any of URBNSURF’s Multipack products. Multipack holders acknowledge and accept that their Multipack may be suspended or cancelled in accordance with these Terms and Conditions of Purchase.

The Point Multipack

The Point Surf Multipack entitles the holder to The Point Surf Sessions. These sessions must be redeemed within 12 months of purchase after which time they will be forfeited

Surf Lessons Multipack

A Surf Lessons Multipack entitles the holder to Surf Lessons. These sessions must be used within 12 months of purchase after which time they will be forfeited.

All Multipacks exclude:

  • Food and beverage
  • Merchandise
  • Photography
  • Additional time in the lagoon
  • Parking (exceeding 2-hours per visit)

Multipack Cancellation, Refund and Amendment Policy

All Multipack holders must read and abide by URBNSURF’s Multipack Cancellation, Refund & Amendment Policy, the General Conditions of Entry and the Surfers’ Code of Conduct.

All Multipacks are non-transferable.

Multipack Freeze – URBNSURF may agree to freeze a Multipack for a certain period for surf-related travel, medical or hardship reasons. However, the holder will be required to provide sufficient proof of such circumstances (eg supporting documents) to our reasonable satisfaction. There are no fees associated with ‘freezing’ Multipacks. Multipacks will be extended for the period by which they are frozen.

URBNSURF Cancellation – We reserve the right to suspend or cancel a Multipacks, without compensation, if we reasonably suspect that the Multipack holder has seriously breached their obligations under the relevant terms and conditions.

Multipack holders must not permit others to use, enter or access URBNSURF facilities through the misuse of the holders’ Multipack. Such conduct may amount to a serious breach of these terms and conditions and may result in suspension or cancellation of the Multipack.

Amendment – URBNSURF retains the right to vary these terms and conditions from time to time (including changing the prices of any Multipack) provided that this does not materially affect the nature of the Multipack purchased. Any variations become effective on posting of the changes on our Website. URBNSURF encourage users to review this document regularly to keep abreast of such changes.

Cabana Space Hire

These terms and conditions form part of the Terms and Conditions of Purchase and apply to all persons hiring (Hirer) a Cabana Space (including its facilities, fixtures, fittings, equipment or furnishings) (Cabana). The Hirer accept and agree to the Terms and Conditions of Purchase and to the General Conditions of Entry.

Cabana Hire can be booked on our Website or at the time of arrival. Please select the date of your Cabana Hire carefully as bookings are non-refundable.

Each Cabana has a maximum capacity of 6 people at any one time during the Hire Period. Numbers exceeding this limit will be in breach of these terms and conditions and, depending on the circumstances, may result in ejection.

Cabana Hire excludes entry fees.

The Hirer and their guests must not:

  • alter or add to the Cabana without prior approval from URBNSURF;
  • leave any rubbish or waste in the Cabana other than as disposed in suitable containers;
  • exceed the maximum capacity of the Cabana;
  • use candles / naked flames or smoke at any time inside or outside the Cabana

The Hirer and their guests must:

  • vacate the Cabana at the end of the Hire Period
  • pay any outstanding accounts owed at the end of the Hire Period

All Cabana Hire excludes:

  • Food and beverage
  • Merchandise
  • Photography
  • Time in the lagoon
  • Parking (exceeding 2-hours per visit)

The Hirer is responsible for any damage of the Cabana, including but not limited to any damage caused by the Hirer’s guests. URBNSURF reserves its right to charge the Hirer for damage caused by improper use or handling of the Cabana.

Cabana Hire Cancellation, Refund and Amendment Policy

A minimum of 48 hours’ notice prior to the booking date is required for all Cabana date transfers. All date transfers are subject to the discretion of URBNSURF.

Cabana Hire Refund Policy – Refunds, as a result of cancelled or limited visitation, will only be available in circumstances where the cause is a matter within URBNSURF’s control or you are otherwise entitled to a refund (or any other statutory remedy) at law, including under the Australian Consumer Law.

Right to Eject – URBNSURF reserves the right to eject any person or group of persons who are in breach of these terms and conditions. URBNSURF also reserves the right to eject any person or group of persons who it considers to be behaving in an illegal, unsafe or disruptive manner. Any person ejected under these circumstances will not receive compensation for being ejected.

Amendment – URBNSURF retains the right to vary these terms and conditions from time to time (including changing the prices of Cabana Hire) provided that this does not materially affect the nature of any Cabana Hire already purchased. Any variations become effective on posting of the changes on our Website. URBNSURF encourage users to review this document regularly to keep abreast of such changes.

Outside Food and Beverage Policy

No alcohol, glassware, food (including commercially prepared food), beverages, eskies or coolers are permitted unless required for special dietary needs (e.g. allergies) or for infants or babies.

 

URBNSURF Unlimited Lessons Pass

Product Overview:

  • $299
  • Valid for Beginner and Beginner Progressive lessons and Surf In The Bays sessions
  • Complimentary board and wetsuit hire
  • One Point Coaching Session (Roller or Cruiser) available to use at the end of the month

Available to purchase from: Tuesday 15 th October Available to purchase until: Sunday 1st December 2024

Specific product details:

  • 99x Beginner Lessons
  • 99x Beginner Progressive Lessons
  • 99x Surf in the Bay Sessions
  • 99x Complimentary wetsuit hire
  • 1x Cruiser Lesson or 1x Roller lesson within the 1-month
  • This product is valid for 30 days from the date of purchasing the pass

Terms & Conditions

  • This product is valid for 30 days starting from the date of purchase
  • This product includes complimentary wetsuit and softboard hire
  • The product is limited to 1x Cruiser or Roller Coaching Session only
  • This product cannot be shared with another individual and will result in cancellation of the product if shared
  • If lessons are booked and not attended, the pass will be cancelled
  • The lessons can only be used for the park it was purchased for E.g. Melbourne Unlimited Lessons pass is only available to redeem lessons at URBNSURF Melbourne

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