Terms & Conditions

Introduction

This Agreement (also referred to as these Terms and Conditions) set out the terms of the agreement between the relevant URBNSURF group entity (including URBNSURF Group Pty Ltd ACN 160 471 572, URBNSURF Melbourne Pty Ltd ABN 30 617 135 298, and URBNSURF Sydney Pty Ltd ABN 94 671 761 112) (referred to as “URBNSURF”, “we”, “our”, “us”) and the patron (referred to as “you”, “your”, “patron”, “guest”, “user”).

You must carefully review the terms and conditions that form your Agreement with us. You must only enter into this Agreement if you understand and agree to abide by these terms and conditions. You can enter into this Agreement by accepting these Terms and Conditions (by signifying your acceptance by our website, call centre, or at the Premises, by any other means available from time to time).

These Terms and Conditions set out the terms on which you (on behalf of yourself and any person on whose behalf you are acting) acquire any products or services supplied by us, and these Terms and Conditions constitute a legally enforceable agreement between you and us. If you do not agree with any of these Terms and Conditions, you must not use or acquire our products and services.

These Terms and Condition incorporate all other components of this agreement, including Conditions of Entry, Deposit and Payments, Cancellation and Refunds, Transferability, Surf Sessions, Surf Lessons and Coaching, Bays Sessions, Company Initiated Cancelled Surf Sessions, Entry Pass, Membership, Multipacks Terms & Conditions, Flexipacks Terms & Conditions, Unlimited Learn to Surf Pass Terms & Conditions, Winter Passes Terms & Conditions, Gift Cards Terms & Conditions, Account Credit Terms, Rental Equipment Terms & Conditions, Locker Rental Terms & Conditions, Cabana Space Rental Terms & Conditions, Car Park Terms & Conditions, URBNSURF Merchandise Terms & Conditions, and any other components of the terms and conditions from time to time.

By entering into the Agreement, you acknowledge and agree:

• the terms of this Agreement have been made available to you and you and agree to abide by your obligations in this agreement;
• You are medically fit and sound to undertake a normal course of exercise, and you use URBNSURF facilities at your sole risk and responsibility. You are aware that exercise is physically demanding and participation in activities offered by URBNSURF may pose a risk to your health; and
• in addition to the terms of this Agreement, where required by us for any URBNSURF Lagoon and other recreational activities you will sign the 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. In all cases, the Waiver must be signed less than 6 months before accessing the Premises (and must be signed again if it was signed more than 6 months prior to any access to the Premises).

Definitions

For clarity, the following terms are used throughout this Agreement:

• Account Credit: A non-refundable, non-transferable credit issued to a patron’s URBNSURF account, typically as a result of cancellations, rescheduling, or other service adjustments. Account Credit can be applied toward eligible URBNSURF purchases such as surf sessions, surf lessons, and equipment hire. It cannot be used for food, beverages, merchandise, special events, photography, or gift cards. Each Account Credit has a defined Book By Date and Surf By Date and is subject to the standard Account Credit Terms and Conditions.
• Agreement: The binding contract formed upon acceptance of these Terms and Conditions.
• Book By Date: The final date by which an Account Credit is required to be redeemed prior to the expiry date. Memberships, Multipacks, Flexipacks, Unlimited Passes, Gift Cards and Account Credit are issued with a validity period and expiry date defined by the product and detailed at time of purchase. Surfs must be booked prior to the expiry date for any time the booking calendar is available, which may be beyond the validity period of the product.
• Casual Surf Lesson: An individually purchased, non-entitlement surf lesson.
• Casual Surf Session: An individually purchased, non-entitlement, surf session.
• Companion: A person assisting an adaptive surfer, eligible for complimentary entry.
• Gift Card: A prepaid card for eligible URBNSURF services.
• Membership Surf: A surf session or lesson included in a membership.
• Premises: Includes all URBNSURF operated areas such as the URBNSURF Lagoon, buildings, carparks, and associated property.
• Recreational Activities: Includes sporting activities or similar leisure time pursuits or any other activity that involves physical exertion or physical risk undertaken at the Premises, including surfing, you using surfboards and other surf craft in the URBNSURF Lagoon, skateboarding, swimming, wading and other physical activities. The full definition of Recreational Activities is in the Waiver.
• The Point: The URBNSURF Lagoon section where a surfer can catch the initial unbroken part of a wave that is out the back.
• The Bays: The URBNSURF Lagoon section where a surfer can catch a broken wave or a reformed wave on the inside.
• URBNSURF Account: A guest profile set up on our website.
• URBNSURF Lagoon: The artificial wave pool facility, including The Point and The Bays.
• Entry Pass: Entry for non-surfing guests to observe sessions.
• Surf Buddy: A non-surfing participant accompanying a surfer in the water.
• Surf By Date: The final date a session or lesson must be surfed. Memberships and Unlimited Passes have specific Surf by Dates and are defined by the product and detailed at time of purchase.
• Waiver: A document acknowledging risks and releasing URBNSURF from certain liabilities. The Waiver is available at the following link: Waiver.

 

Privacy policy

In addition to the terms of this Agreement, you acknowledge and agree that our Privacy Policy (available at: Privacy Policy) applies at all times.

Conditions of Entry

Application and agreement. These Terms and Conditions (including the Conditions of Entry) apply to all patrons of URBNSURF Melbourne (located at 309 Melrose Drive, Tullamarine VIC 3043), URBNSURF Sydney (located at 15 Hill Road, Sydney Olympic Park NSW 2127) and any other location we operate from time to time. This includes the built environment, carparks, URBNSURF Lagoon, structures, buildings, equipment, machinery and associated property (Premises).

By entering our Premises, you agree to be bound by this Agreement and these Conditions of Entry. If you do not agree with this Agreement, you must not enter the Premises or use the facilities in the Premises.

 Entry to the Premises. To gain entry to the Premises you will be required to present a printed or electronic copy of your booking reservation at the admissions counter or enter through the turnstiles with a valid wristband.  You will not be permitted to enter the Premises without a valid ticket. Enforcement of this condition is subject to the discretion of our staff.

EXCLUSION OF LIABILITY, ASSUMPTION OF RISK, WAIVER OF CLAIMS AND INDEMNIFICATION – RECREATIONAL ACTIVITIES (“WAIVER”)

RISK WARNING: YOU ACKNOWLEDGE AND AGREE THAT THE RECREATIONAL ACTIVITIES, ATTENDING THE URBNSURF PREMISES AND USING THE URBNSURF FACILITIES, INCLUDING BUT NOT LIMITED TO, THE URBNSURF LAGOON, SKATE PARK AND BUILT ENVIRONMENT, CAN BE DANGEROUS AND INVOLVES THE REAL RISK OF PERSONAL INJURY, INCLUDING THE POSSIBILITY OF SERIOUS INJURIES, PERMANENT DISABILITY, DISEASE, AND DEATH.

For all users of the Premises that participate in recreational activities (including any URBNSURF Lagoon activities, skating activities and other Recreational Activities as defined in the Waiver, the Waiver (including the URBNSURF – EXCLUSION OF LIABILITY, ASSUMPTION OF RISK, WAIVER OF CLAIMS AND INDEMNIFICATION) applies as if set out in full in this Agreement. All users that participate in Recreational Activities will separately be required to sign the Waiver.

EXCLUSION OF LIABILITY – GENERAL

In addition to the exclusion of liability that applies in accordance with the Waiver, this section applies to all services supplied by us, including at the Premises.

URBNSURF shall not be liable for any claim, loss or damage whatsoever which is suffered (including but not limited to indirect or consequential loss) or for personal injury which is suffered or sustained, except for any liability which cannot be excluded by law and you agree to indemnify URBNSURF in relation to any claim, loss, or damage whatsoever which is suffered (including but not limited to indirect or consequential loss) or for any personal injury which is suffered or sustained.

Where liability cannot be excluded, we limit our liability to the maximum extent permitted by law.

Without limiting the above, all warranties, representations or conditions relating to the services we provide (whether express or implied and whether arising out of contract, at common law or under statute) not set out in these Terms and Conditions of Use are excluded the extent permitted by law.

Operational restrictions. You must comply with all safety or operational requirements specified by us. We may refuse entry to the Premises or participation in the Recreational Activities if you do not meet any physical, clothing or accessory restrictions that We impose.

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.  Children are allowed to enter the leisure pool at URBNSURF Sydney under close parent/guardian supervision, children under 4 must be accompanied in the leisure pool by a parent/guardian.   Children between the ages of 6-14 are allowed in the hot tubs at URBNSURF Melbourne when accompanied in the hot tub by a parent or guardian.

Guest Conduct.  All guests must abide by our Code of Conduct. If you are participating in an activity in the URBNSURF Lagoon, you must also abide by our Surfer’s Code of Conduct. For guests accessing our Playground and Plunge Pool facilities, additional rules apply. You must conduct yourself in a safe, responsible and controlled manner at all times. You must read and comply with all signs at the Premises and follow all directions given by us and our staff.

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. Smoking (including e-cigarettes, vapes, etc.) is prohibited at the Premises.

Balloons. At URBNSURF Melbourne, you are prohibited from bringing balloons onto the Premises. Balloons can pose a significant flight risk, and as such, any guest found in possession of balloons will be asked to return them to their vehicle or otherwise dispose of them before entering our facility.

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

Inspection of bags. We may inspect any bags or other goods in your possession or your locker immediately upon request. You agree to such inspection, and must permit our staff to undertake any such inspection. You authorise your locker to be opened for the purpose of such an inspection.

Closure of Premises. We may temporarily or permanently close part or all of the Premises for any reason. Extensions to passes for the same duration of the closure (or refunds where you are unable to use your passes due to the closure) 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.   We offer lockers free of charge for guests at URBNSURF Melbourne and URBNSURF Sydney.

 Pets are not permitted on URBNSURF premises. Only accredited assistance animals are allowed, in accordance with applicable laws. Owners remain responsible for their assistance animal at all times.

Clothing and Accessories.  For the safety of all guests and staff, surfers must not wear any clothing or accessories in the water that may pose a risk to themselves or others. For your safety, only fitted swimwear made from quick-dry synthetic materials (nylon, Lycra, neoprene) is allowed. Loose-fitting or baggy garments and accessories—such as scarves, shawls, capes, robes—are unsafe and are prohibited for water activities. URBNSURF reserves the right to refuse entry to the URBNSURF Lagoon or remove any individual from the water whose attire is reasonably considered unsafe by staff.

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.

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 including the codes of conduct. In the case of suspected criminal activity, you may be held by Our staff or security until law enforcement arrives.

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 Premises. 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 URBNSURF Lagoon. For your safety and the safety of others, only board-mounted Go-Pro cameras are permitted. You must not attach Go-Pro cameras to any equipment owned by URBNSURF. Handheld Go-Pro cameras are prohibited.
3. You must not fly any drone aircraft within or over the Premises.
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 Premises and ask that certain files are deleted if they are in the changing facilities, toilets or shower areas, are invasive of the privacy of other visitors 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 any of your property including 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 Premises, including for the purposes of:
   1. providing photography and/or filming services to our visitors;
   2. conducting promotional activities and marketing; and
   3. live streaming any events which are held at our Premises.
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 Premises, 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 you have informed us that you do not wish to be photographed or filmed, you may be photographed or filmed in our Premises. In this case, you agree and consent 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 all rights 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. You waive any right or claim you may have in relation to the copyright in such materials.
4. We may make photographs and/or video recordings taken at our Premises 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 Premises, whether taken by you directly or purchased from us, for personal use. You must not publish, otherwise make available, or using any photos or video footage taken at our Premises for any commercial purpose without the prior written 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.

 

Modification of Conditions of Entry. We may modify the Conditions of Entry from time to time. We will give you reasonable notice of these modifications, specifying the date from which the modified Conditions of Entry apply. Where appropriate if such modifications materially impact your rights under these Conditions of Entry, we may provide you with a reasonable opportunity to terminate this Agreement without additional cost.

Deposit and Payments

Full payment is required at time of booking for casual Surf Sessions, Surf Lessons, Surf Coaching, Rental Equipment hire, cabana hire, and purchase of URBNSURF merchandise.

Membership Direct Debit

Your Membership fee will be debited on a monthly or annual basis, depending on your Membership tier and chosen method of payment.

It is your responsibility to ensure that:

• Your credit or debit card information supplied to us is correct (by checking it against a recent statement from your financial institution)
• Sufficient funds are available in the nominated account to meet a payment on its due date.

If the direct debit payment is dishonoured, we will:

• Make other attempts to take the payment in the same month; and
• Notify you and try to deduct the payment on another day;

We may cancel your Direct Debit agreement if we have given you notice that the payment is dishonoured, and you have not remedied this issue and caused payment to be made.

If your nominated payment card has insufficient funds to cover a payment, you are responsible for any costs we incur as a consequence of covering payment and any additional fees levied by your financial institution.

If you are not up to date with payments, we may:

• Suspend access to Membership benefits. If this occurs, please note it may take up to 2 business days to reinstate access to Membership benefits; or
• Cancel your Membership.

Please note you will not be provided with any reminders or invoices for these debit transactions. If you wish to be provided with an invoice, please reach out to our Guest Service team at [email protected].

Cancellation and Refunds

If you need to cancel your booking for a Surf Session or Surf Lesson, you must notify us as soon as possible. Surf Sessions and Surf Lessons can be rescheduled and cancelled by contacting our Guest Services team.

Subject to any additional terms that may apply to your booking and any rights you have under the Consumer Law,

Your refund or cancellation fee amount will depend on your membership status and how far in advance of the surf session date that cancellation occurs. One of the benefits of membership is the ability to make certain changes in a shorter time frame than for non-members. The cancellation and rebooking times are as follows:

 

Time Prior to Booked Session	Membership Surf	Multipack Surf	Flexipack Surf	Unlimited Pass Surf^	Casual Surf Sessions and Surf Lessons
For Members
Within 1 Day (24 Hours or Less)	Forfeited Membership Surf	Forfeited Multipack Surf	Forfeited Flexipack Surf	Forfeited Pass Surf	100% Cancellation Fee
2-30 Days (25 – 720 Hours)	Reschedule Available1	Reschedule Available2	Reschedule Available2	Reschedule Available2	Non-Refundable Account Credit3*
31+ Days (721+ Hours)					Full Refund4*
For Non-Members
Within 2 Days (48 Hours or Less)	N/A	Forfeited Multipack Surf	Forfeited Flexipack Surf	Forfeited Pass Surf	100% Cancellation Fee
3-30 Days (49 – 720 Hours)		Reschedule Available2	Reschedule Available2	Reschedule Available2	Non-Refundable Account Credit3*
31+ Days (721+ Hours)					Full Refund4*

 

¹ For Membership Surfs, you must reschedule your booking within 30 days of the cancellation date. Please note that a single Membership Surf can only be rescheduled twice.

² For Multipack Surfs, Flexipack Surfs and Unlimited Pass Surfs, you must cancel and reschedule your booking by the original Book By Date issued for your Multipack or Flexipack.  Refer to the specific Multipack Surfs, Flexipack Surfs and Pass Surfs for details.

³ An Account Credit will be issued to the value of paid amount. The Book By Date for this credit is 12 months from the cancellation date. Standard Account Credit terms and conditions apply.

⁴ A refund will be processed back to the original method of payment.

^* If an Account Credit or Gift Card was used as payment for the cancelled surf booking, the debit transaction for the applied amount will be reversed and made available for re-use towards a new surf session. There is no change to the Book By or Surf By Date of the Account Credit or Gift Card.

^ Unlimited Pass refers to any pass that offers unlimited surf sessions or lessons including but not limited to the Unlimited Learn to Surf Pass, Winter Warrior Pass, and Winter Warrior Plus Pass.

Transferability

Casual Surf Sessions, Surfs Lessons and Flexipack Surfs are transferable to another surfer up until one (1) hour prior to booked Surf Session or Surf Lesson. Transfer requests can be processed through our Guest Services team.

Membership Surfs, Multipack Surfs and Unlimited Pass Surfs are not transferable to another person.

Surf Sessions

You may book a surf session at URBNSURF by purchasing a Casual Surf Session or the redemption of a Multipack Surf, Flexipack Surf and Membership Surf.

We offer a range of surf sessions. This currently includes but is not limited to Cruiser, Progressive Turns, Intermediate, Intermediate Barrels, Advanced Turns, Advanced, Expert and seasonal feature waves, and these remain subject to change from time to time. For more information, please refer to images/asset-9ab70b.jpg.

Each surf session includes:

• An unaccompanied one-hour surfing experience at The Point, including 55 minutes in the water and 5 minutes for entry/exit;
• Usage of one locker for visit duration; and
• Entry to the Premises and usage of its amenities such as leisure pool, hot tubs, facilities, etc.
• Changeroom access.

Surf Lessons and Coaching

You may book a surf lesson at URBNSURF by purchasing a Casual Surf Lesson or the redemption of a Multipack, Flexipack or Membership Surf that includes lessons or coaching such but not limited to the Unlimited Learn to Surf Pass.

We offer a range of different surf lessons and coaching. This includes but is not limited to Beginner Learn to Surf Lesson, Beginner Progressive Lesson, Roller Point Coaching, Cruiser Point Coaching, Progressive Turns Point Coaching, Intermediate Point Coaching, Advanced Turns Point Coaching, and Barrels Point Coaching. For more information, please refer to images/asset-cde2e6.jpg.

Each surf lesson includes:

• 90 minutes experience with 30 minutes of land-based training and 60 minutes in the water with our expert coaches;
• Wetsuit Hire;
• Softboard Hire;
  Entry to the Premises and usage of its amenities such as leisure pool, hot tubs, facilities, etc.
• Changeroom access.

Bays Sessions

You may book a Bays session at URBNSURF by purchasing a Play in the Bays Pass or the redemption of a Multipack Surf including the Unlimited Learn to Surf Pass, or a Flexipack Surf that qualifies for Play in the Bays sessions.

We offer a range of Bays sessions. This includes but is not limited to Surf in the Bays, Boog in the Bays and Swim in the Bays. For more information, please refer to images/asset-5bda64.jpg

Each Play in the Bays session includes:

• An unaccompanied one-hour experience in the Bays, including 55 minutes in the water and 5 minutes for entry/exit;
  Entry to the Premises and usage of its amenities such as leisure pool, hot tubs, facilities, etc.
• Changeroom access.
• Softboard Hire

Play in the Bays sessions DO NOT include access to The Point.

Company Initiated Cancelled Surf Sessions

URBNSURF may, at its sole discretion, cancel or reschedule a surf session where it considers it reasonably necessary to do so, including but not limited to circumstances relating to:
(a) guest safety (e.g. lightning, severe weather, unsafe conditions);
(b) operational requirements (e.g. unplanned maintenance, technical issues); or
(c) commercial requirements (e.g. insufficient guest numbers).

In the event of such a cancellation, URBNSURF will, at its option and on a case-by-case basis, offer either:

• An Account Credit to the value of the affected session, applied to the guest’s URBNSURF account; or
• an alternative booking for a comparable session (subject to availability).

Please contact us if you would like to discuss these (or any other) alternatives.

Entry Pass

You may purchase an Entry Pass at URBNSURF to watch Surf Sessions or Surf Lessons. An Entry Pass allows for entry to URBNSURF Sydney or URBNSURF Melbourne only.  Entry pass holders are entitled to access the general facilities. Conditions of entry apply to each attraction.  An Entry Pass has no cash value and cannot be refunded or returned. It is not transferable to another person.

Membership

This section sets out a summary for understanding our membership options. The various categories and benefits of membership and further details on membership options can be found on our website.

Our memberships are available for an initial minimum term of 12 months. Platinum, Gold Plus and Aqua Plus memberships can be paid upfront or by monthly direct debit. Aqua and Gold memberships must be paid by monthly direct debit.

The number of Membership Surfs and the timing of issue vary, as based on your membership tier and payment method:

• Aqua: Two Membership Surfs issued every 30 days
• Aqua Plus:
  • For monthly direct debit: Two Membership Surfs issued every 30 days
  • For upfront payment: 24 Membership Surfs issued on membership start date
• Gold: Four Membership Surfs issued every 30 days
• Gold Plus:
  • For monthly direct debit: Four Membership Surfs issued every 30 days
  • For upfront payment: 48 Membership Surfs issued on membership start date
• Platinum:
  • For monthly direct debit: Eight Membership Surfs issued every 30 days
  • For upfront payment: 96 Membership Surfs issued on membership start date

Depending on your membership tier, you may redeem your Membership Surfs to book the below Surf Sessions or Lessons, subject to availability:

 

Types	Aqua/Gold	Aqua Plus/Gold Plus and Platinum
Cruiser	✓	✓
Progressive Turns	✓	✓
Intermediate	✓	✓
Advanced Turns	✓	✓
Advanced	✓	✓
Expert	×	✓
Point Coaching and The Bay Lessons	×	✓
Seasonal Feature Waves (i.e. Pro Turns and Intermediate Barrels)	✓	✓
Specialty Events (i.e. Boogie Nights, Surf and Sip and Barrel Fest)	✓	✓

 

Membership Surfs

Membership Surfs have no cash value and cannot be refunded or returned. Membership Surfs are not transferable to another person.

Membership Surfs must be redeemed before the relevant expiry date (Book By and Surf By). The Book By and Surf By date for your Membership Surf is determined by your payment method. For monthly direct debit plans, the Book By date is 30 days from your Membership Surf date of issue. For upfront payment plans, the Book By date is 12 months from your Membership Surf date of issue. After the Book By date, any used Membership Surf expire and cannot be redeemed. The Surf By date for your Membership Surf is 60 days after its Book By date, and all bookings are subject to booking calendar availability. We recommend booking early to secure your preferred dates and times, as session availability is not guaranteed (and availability generally reduces the closer to the session time you make the booking, so the further in advance that you make a booking, the better availability is likely to be).

The redemption of Membership Surfs is subject to our cancellation policy. Please see our Cancellation and Refund policy for more information. Each Membership Surf can be rescheduled a maximum of two times (twice) only.

Additional membership benefits may be available from time to time, which may include discounts and exclusive event invitations, however these benefits are subject to availability and other conditions. Please refer to our website for more information.

Membership Renewal

Memberships are automatically renewed at the end of your initial minimum term and each subsequent term, unless cancelled in accordance with our Membership Cancellation policy.

Membership Upgrade

You may upgrade to a higher membership tier at any time. You must pay the difference in membership fee, calculated as at the time of your request. 

Membership Pause

You may temporarily pause your membership for any reason for up to two weeks twice per year. Your membership can be on pause for a maximum of one month each calendar year.

Please note our booking and invoicing system requires a 30-day notice period for any pauses to your membership. Your account details and payment must be up to date when submitting your request. Once your membership pause request has been approved, it will take effect for the next billing cycle. If you are within your initial minimum term, the pause period does not count towards your minimum period.

We may agree to pause your membership for longer than one month, and up to a maximum of six months, for travel or medical reasons. For these extended requests, you must provide proof (such as supporting documentation) to our reasonable satisfaction.

Membership Transfer

You cannot transfer your membership to another person.

Membership Cancellation

You must give 30 days’ notice to cancel your membership, during which any payments that fall due must be paid in full. The notice period will exclude pause periods applied to your membership.

Cancellation within the minimum term: The minimum term of your membership represents the minimum amount you will pay for your membership. You may terminate your Agreement before the expiry of the minimum term if all monthly payments and fees due up to the date of termination are paid and the cancellation fee is paid in full at time of the cancellation request. Your cancellation fee is the unpaid amount of the future membership fees payable for the remaining period of your minimum term.

 Membership Cancellation by URBNSURF: We reserve the right to cancel your membership in any of the following circumstances:

• You fail to abide by any of these Terms and Conditions after being given reasonable notice of any breach of these Terms and Conditions;
• You fail to abide by your in this Agreement and the breach/non-compliance is incapable of remedy or you fail to remedy the breach/ non-compliance within 14 days of being notified by URBNSURF or you continue to breach this Agreement;
• You fail to pay us any part of your membership fees for more than 28 days after falling due;
• If we reasonably believe that you have engaged in conduct that infringes on the health, safety or wellbeing of our staff and other members (such as by breaching the Code of Conduct or the Surfers Code of Conduct including where you fail to remedy any breach/non-compliance within 14 days of being notified by us of that breach); or
• To protect the health and safety of you or other members.

If we cancel your membership for any of the above reasons, we may (1) recover any other reasonable costs and expenses incurred as result of your actions; and (2) collect the full amount of your membership fees for the remainder of the billing period and any other arrears.

Multipacks Terms & Conditions

These terms and conditions apply to all Surf Session Multipacks, Bay Lessons Multipacks, and Point Coaching Multipacks.

Multipack Surfs must be redeemed to book a Surf Session or Lesson before its expiry date (Book By and Surf By). The Book By date for your Multipack Surf is 12 months from the date of purchase. After the Book By date, any unused Multipack Surf expire and cannot be redeemed. The Surf By date for your Multipack Surf is 30 days after its Book By date, subject to booking calendar availability. We recommend booking early to secure your preferred dates and times, as session availability is not guaranteed.

The redemption of Multipack Surfs is subject to our cancellation policy. Please see our Cancellation & Refund section for more information.

Multipack Surfs have no cash value and cannot be refunded or returned. Multipacks and Multipack Surfs are not transferable to another person.

URBNSURF may vary the Multipacks Terms and Conditions from time to time. By purchasing a Multipack, you understand and accept the Multipacks Terms & Conditions. We will give you reasonable notice of modifications, specifying the date from which the modified Multipacks Terms and Conditions apply. Where appropriate if such modifications materially impact your rights under these Multipacks Terms and Conditions, we may provide you with a reasonable opportunity to terminate this Agreement without additional cost,

Flexipacks Terms & Conditions

These terms and conditions apply to all Surf Session Flexipacks, Bay Lessons Flexipacks, and Point Coaching Flexipacks.

Flexipack Surfs must be redeemed to book a Surf Session or Surf Lesson before its expiry date (Book By and Surf By). The Book By date for your Flexipack Surf is 12 months from the date of purchase. After the Book By date, any unused Flexipack Surf expire and cannot be redeemed. The Surf By date for your Flexipack Surf is 30 days after its Book By date. All bookings are subject to booking calendar availability. We recommend booking early to secure your preferred dates and times, as session availability is not guaranteed.

The redemption of Flexipack Surfs is subject to our cancellation policy. Please see our Cancellation & Refund section for more information.

Flexipack Surfs have no cash value and cannot be refunded or returned.

Flexipack Surfs are transferable to another Surfer. Please see our Cancellation & Refund section for more information.

URBNSURF may to vary the Flexipacks Terms & Conditions from time to time. By purchasing a Flexipack, you understand and accept the Flexipacks Terms & Conditions. We will give you reasonable notice of modifications, specifying the date from which the modified Flexipacks Terms and Conditions apply. Where appropriate if such modifications materially impact your rights under these Flexipacks Terms and Conditions, we may provide you with a reasonable opportunity to terminate this Agreement without additional cost.

Groups and Schools

A group is considered a booking of 10 people or more. The following booking and confirmation of bookings applies to groups and schools:

Booking Type	Payment Due Date
Groups & Schools (Standard Sessions)	Full payment required 3 weeks prior to surf date
Private Lagoon Hire (2+ hours / multiple sessions)	Full payment required 4 weeks prior to surf date

 

You must ensure that there is adequate supervision, safety, and control of all members of the group and/or school bookings.

You must ensure that all members of the group and/or school bookings comply with instructions from your supervisor, as well as from our staff.

Our staff has no responsibility for any supervision of the members of the group and/or school booking, unless expressly agreed by us.

You acknowledge that the group and/or school booking is sharing the Premises with other users, and you must ensure that all members of the group and/or school booking respect the rights of other users of the Premises at all times.

Unlimited Learn to Surf Pass Terms & Conditions

These terms and conditions apply to the Unlimited Learn to Surf Pass.

The Unlimited Learn to Surf Pass is valid for 30 days and includes:

• Unlimited Surf in the Bay Sessions
• Eight Beginner Learn to Surf Lessons
• Four Beginner Progressive Lessons
• One Point Coaching (choice of either Cruiser or Roller)
• Wetsuit hire for each redemption of surf sessions and surf lessons
• Softboard hire for each redemption of surf sessions and surf lessons

The Surf Sessions and Surf Lessons included in your Unlimited Learn to Surf Pass (Surfing Inclusions) must be redeemed to book a Surf Session or Surf Lesson before its expiry date (Book By and Surf By). The Book By date for your Surfing Inclusions is 30 days from the date of purchase. After the Book By date, any unused Surfing Inclusions will expire and cannot be redeemed. The Surf By date for your Surfing Inclusions is 30 days from the date of purchase, subject to booking calendar availability. We recommend booking early to secure your preferred dates and times, as session availability is not guaranteed.

The redemption of Surfing Inclusions is subject to our cancellation policy. Please see our Cancellation & Refund section for more information. You may redeem multiple Surfing Inclusions on the same day. To ensure fair access for all guests, if you book a Surf Lesson or Bays Session and fail to attend without providing notice on two (2) occasions, we may cancel your Unlimited Learn to Surf Pass without refund as multiple no-shows mean that other guests cannot book the relevant sessions and may miss out on their surfs. Prior to cancellation, our Guest Services team will notify you in writing and provide a reasonable opportunity to respond.

The Unlimited Learn to Surf Pass and its individual inclusions have no cash value and cannot be refunded or returned. The Unlimited Learn to Surf Pass and its individual Surfing Inclusions are not transferable to another person. You can only redeem your Surfing Inclusions at the specified Premises location (URBNSURF Sydney or URBNSURF Melbourne) at time of issuance. The Unlimited Learn to surf Pass is non-refundable and non-transferable once the first surf session has been redeemed

Please note that there is a maximum of 99 Surf in the Bay Sessions that can be preloaded to your account at the time issued.  If you reach this limit, please contact our Guest Services team and we will add further Surf in the Bay Sessions to your account.

URBNSURF may vary the Unlimited Learn to Surf Pass Terms & Conditions from time to time. We will give you reasonable notice of modifications, specifying the date from which the modified Unlimited Learn to Surf Pass Terms & Conditions apply. Where appropriate if such modifications materially impact your rights under these Unlimited Learn to Surf Pass Terms & Conditions, we may provide you with a reasonable opportunity to terminate this Agreement without additional cost.

Winter Warrior Pass Terms & Conditions

These terms and conditions apply to the Winter Warrior Pass.

The Winter Warrior Pass is valid for 30 days from the day after purchase and includes:

• An initial 99 Surf Session entitlements loaded to your account at the time of purchase.
• If additional surf session entitlements are required, please contact our Guest Services team and we will add more sessions to your account.
• Guests can redeem multiple sessions per day.
• Session spaces are limited; we recommend booking early to secure your preferred dates and times, as availability is not guaranteed.

Usage Conditions

• Winter Warrior surf sessions can be redeemed from the day after purchase until 30 days from the day after purchase.
• Winter Warrior Surf sessions cannot be shared with another individual. Sharing will result in immediate cancellation of the Winter Warrior Pass without refund.
• The Winter Warrior Pass is only available at the park where purchased.

 Booking and Attendance

• The cancellation policy for a booked surf is a minimum of 48 hours’ notice.
• Our Guest Services team monitors booked surfs and no-shows. If you fail to attend three booked surfs without notice, your pass will be cancelled without refund.
• Similar to normal surf session bookings, Winter Warrior Pass bookings are restricted to one side per session. If sessions are booked for multiple sides, the pass will be cancelled immediately without refund. Prior to cancellation, our Guest Services team will notify you in writing and provide a reasonable opportunity to respond.

Refunds and Modifications

• The Winter Warrior Pass is non-refundable and non-transferable once the first surf session has been redeemed.
• URBNSURF may vary the Winter Warrior Pass Terms & Conditions from time to time. We will give you reasonable notice of modifications, specifying the date from which the modified Winter Warrior Pass Terms & Conditions apply. Where appropriate, if such modifications materially impact your rights under these Winter Warrior Pass Terms & Conditions, we may provide you with a reasonable opportunity to terminate this Agreement without additional cost.

Winter Warrior Day Pass Terms & Conditions

These terms and conditions apply to the Winter Warrior Day Pass.

The Winter Warrior Day Pass is valid for one day only at the park where purchased and includes:

• Unlimited surf sessions for the day of purchase.
• Access to the URBNSURF Lagoon and amenities for the duration of your booked sessions.
• Guests can redeem multiple sessions on the same day, subject to availability.
• Session spaces are limited; we recommend booking early to secure your preferred times, as availability is not guaranteed.

Usage Conditions

• The Winter Warrior Day Pass is valid only for the date specified at the time of purchase.
• Surf sessions cannot be shared with another individual. Sharing will result in immediate cancellation of the Winter Warrior Day Pass without refund.
• The Winter Warrior Day Pass is only available at the park where purchased.
• Guest can purchase the Winter Warrior Day Pass online or onsite, BUT session allocations can only occur at the Premises, on the day the Winter Warrior Day Pass is used.
• A maximum of 5 sessions can be booked at once. If a participant of the Winter Warrior Day Pass wants to book further sessions, their core body temperature will be measured. If a surfer’s core body temperature is below 34 degrees Celsius, you will not be permitted to surf further sessions until your body temperature is above the threshold.
• The Guest Services team will take a photo and your details to be shared with the Surf Guides for your safety.

Booking and Attendance

• The cancellation policy for a booked surf is a minimum of 48 hours’ notice.
• Our Guest Services team monitors booked surfs and no-shows. If you fail to attend two booked surfs without notice, your pass may be cancelled without refund. Prior to cancellation, our Guest Services team will notify you in writing and provide a reasonable opportunity to respond.
• Similar to normal surf session bookings, Winter Warrior Day Pass bookings are restricted to one side per session. If sessions are booked for multiple sides, the pass will be cancelled immediately without refund.

Refunds and Modifications

• The Winter Warrior Day Pass is non-refundable and non-transferable once the first surf session has been redeemed.
• URBNSURF may vary the Winter Warrior Day Pass Terms & Conditions from time to time. We will give you reasonable notice of modifications, specifying the date from which the modified Winter Warrior Day Pass Terms & Conditions apply. Where appropriate, if such modifications materially impact your rights under these Winter Warrior Day Pass Terms & Conditions, we may provide you with a reasonable opportunity to terminate this Agreement without additional cost.

Promotions Terms & Conditions

These terms and conditions apply to all URBNSURF promotions, including discounts, promotional codes, bonus surfs, bundled offers and other limited-time offers (each, a Promotion). Where there is any inconsistency between these Promotions Terms & Conditions and the Specific Promotion Terms, the Specific Promotion Terms will prevail to the extent of the inconsistency.

Eligibility and promotion period

• Each Promotion is available only during the period specified (the Promotion Period). URBNSURF may vary, suspend or end a Promotion at any time at its discretion, subject to any rights you have under the Australian Consumer Law.
• Promotion codes must be applied at checkout during the Promotion Period. Promotion codes cannot be added, applied or honoured after a transaction is completed.
• Promotions cannot be used in conjunction with any other offer, discount or promotion unless expressly stated in the Specific Promotion Terms.

Expiry, booking and availability

• All promotional surfs, discounted products and bonus surfs follow the standard Book By and Surf By expiry rules for the underlying product.
• All bookings made using a Promotion are subject to live booking calendar availability. Purchasing a promotional product does not guarantee access to sold-out or limited-capacity sessions. Where you cannot redeem a Promotion due to availability, your rights under the Australian Consumer Law are not affected.
• No rainchecks or manual allocations will be provided where your preferred dates or times are unavailable.
• A booking made using a Promotion may be rescheduled once only and must remain within the booking calendar applicable to the promotional product (being 28 days from the date of purchase, or 56 days from the date of purchase for members). At least 48 hours’ notice must be given for any cancellation or rescheduling of a promotional booking. If a session is moved to a date outside the applicable booking calendar, the promotional pricing will no longer apply and the price difference to the standard product must be paid before the rescheduled session can be confirmed.
• No extensions to the booking calendar will be granted under any circumstances, including change of mind, injury, illness, travel disruptions or personal circumstances.

Refunds

• To the extent permitted by law, refunds are not available for products purchased during the Promotion Period using a Promotion, except as required by the Australian Consumer Law.
• URBNSURF will not offer refunds, partial refunds, credits or adjustments where a promotion code was forgotten, entered incorrectly, applied to an ineligible product, or not processed due to user, device or browser error.
• URBNSURF is not required to modify, exchange or reissue a Promotion where an incorrect product, Session type or park is selected at the time of purchase.

URBNSURF may vary these Promotions Terms & Conditions from time to time.

Gift Cards Terms & Conditions

These terms and conditions apply to Gift Cards issued by URBNSURF. Gift Cards may be subject to additional terms as notified to you at the time of issuance.

The Gift Card can only be used for the purchase of URBNSURF surf sessions, surf lessons and equipment hire. It cannot be used to pay for food, beverages, Rip Curl purchases, special events, photography purchases or new gift cards.

Gift Cards purchased after 1 September 2025 cannot be used to purchase URBNSURF merchandise.

Each time you use the Gift Card, you authorise us to deduct the amount of the transaction from the balance of funds on the Gift Card. You must not exceed the available balance. Where a purchase exceeds the available balance, the excess must be paid using another payment method. This Gift Card cannot be used for direct debit or recurring payments.

Gift Cards are not reloadable and are valid for three (3) years from the date of purchase (Book By date). Any remaining available balance will expire on the Book By date of the Gift Card.

Gift Cards cannot be replaced if misused, lost, stolen, or damaged. You are responsible for all transactions on the Gift Card, except where there has been fraud or negligence by our staff or agents. If you notice any error relating to the Card, you should notify Guest Services immediately.

Gift Cards are non‑refundable and cannot be returned or exchanged for cash or cash equivalents.

URBNSURF reserves the right to vary the Gift Cards Terms and Conditions at any time, provided that the changes do not materially reduce or limit your rights under the Gift Cards Terms and Conditions. We may change the Gift Cards Terms and Conditions in a way that materially reduces or limits your rights under the Gift Cards Terms and Conditions only if we are required to do so by law, where such changes are imposed on us by a third party or where the change is required to protect our legitimate commercial interests. You will not receive advance personal notice of changes to the Gift Cards Terms and Conditions. Changes will be notified via urbnsurf.com and will be effective from the date of publication.

Account Credit Terms

These terms and conditions apply to Account Credits issued by URBNSURF. Account Credits may be subject to additional terms as notified to you at the time of issuance.

Account Credit has no cash value and cannot be returned or refunded. It must be used before its stated expiration (Book By and Surf By) date. It is non-transferable.

Account Credits can be applied as a form of payment towards URBNSURF surf sessions, surf lessons and equipment hire only. It cannot be used to pay for food, beverages, URBNSURF merchandise, Rip Curl purchases, special events, photography purchases and gift cards.

Account Credit is subject to cancellation fees in accordance with our Cancellation and Refund policy. If an Account Credit has been applied as a form of payment, URBNSURF will first deduct any imposed cancellation fee from the Account Credit before assessing cancellation fees on other forms of payment.

Rental Equipment Terms & Conditions

These terms and conditions apply to the rental of surf equipment, including but not limited to, surfboards, softboards, bodyboards, wetsuits and surf accessories (Rental Equipment) supplied by URBNSURF. This includes Rental Equipment supplied by URBNSURF for participation in Surf Lessons/Coaching and individual hire agreements on site. You may be subject to additional terms as notified to you at the time of rental.

You acknowledge and agree that any advice, recommendation, information, or services provided by URBNSURF regarding the Rental Equipment is for guidance only and does not constitute a representation or warranty. To the fullest extent permitted by law, URBNSURF will not be liable for any loss or damage sustained by you resulting from incorrect advice, misuse, omission or failure to follow the rules and advice relating to the Rental Equipment. Each surf craft hired is insured for $250 damage. If the damage exceeds $250, you must cover the difference in cost. Additionally, insurance will not apply in the case where damage is due to your deliberate misuse or maltreatment of the Rental Equipment.

Hire Duration and Returns

Rental Equipment hired for an individual Surf Session or Surf Lesson can be picked up from 30 minutes prior to the booked time. All rental equipment must be returned to our team within 30 minutes of the scheduled end time of your Surf Session or Surf Lesson, otherwise additional charges may apply.

Rental Equipment Damage, Loss and Theft

You accept full responsibility and liability for any loss of or damage to the Rental Equipment (however caused) which occurs during the hire of the Rental Equipment.

An assessment of the Rental Equipment will be carried prior to the hire to indicate the initial product condition, and upon return of the hire to evaluate its condition. It is your responsibility to inspect the Rental Equipment prior to leaving Surf Rentals and to notify us of any existing damage before you take the Rental Equipment with you.

By accepting the Rental Equipment, you agree that the Rental Equipment was provided to you in clean and proper working condition.

You agree to inform URBNSURF of any damage that occurred to the Rental Equipment during the hire as early as possible.

You agree to compensate URBNSURF for any loss of or damage to the Rental Equipment(s) which may occur during the hire period of the Rental Equipment. The amount of such compensation is described in this table below:

 

Return Condition	Details	Customer Charge
As rented	Returned in the same condition as collected	None
Slight Damage	Light signs of dirt, scratches or small non-essential part(s) missing on the Rental Equipment, returned in a worse condition as collected. Product is re-rentable or re-sellable without any repair.	URBNSURF will cover accidental slight damage up to $250. You will be liable to pay for any damages exceeding this amount.
Medium Damage	Product shows significant signs of dirt, damage, wear or tear that were not there prior to the hire, or is missing a part due to the client’s misuse, lack of care or negligence. Product requires repair or spare parts to be re-rentable or re-sellable.	Repair Cost minus $250.
Broken/Lost	Rental Equipment is lost or damaged beyond repairable nor able to be resold.	Replacement Cost minus $250

 

Notwithstanding the above, damages arising from your deliberate misuse or maltreatment, will result in a full charge for damage. For these situations, the $250 coverage for accidental surf craft damage will not apply.

Third Party Use

You must not allow or authorise another person to use the Rental Equipment. 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 Rental Equipment) arising out of or in connection to a third party use of the Rental Equipment.

Locker Rental Terms & Conditions

These terms and conditions apply to the usage of lockers at URBNSURF.

We provide complimentary use of one locker per guest for the duration of your visit. You cannot transfer your locker hire to another person.

You can only use your locker for its intended use. You cannot use it to store dangerous items or prohibited items. Prohibited items include, but are not limited to biological materials, hazardous substances, flammable materials, illegal goods or any items that may cause damage to the locker or surrounding area.

Please ensure the locking mechanism is in good working order before you use the locker and report any faults you notice to our staff immediately. You should keep your locker locked except when you are present. You should not let anyone else use your locker. It is your responsibility to ensure your locker is secure during the period of hire. To the extent permitted by law,

URBNSURF will not be liable for any lost, stolen, or damaged items from your locker.

You must remove all your items when you leave URBNSURF. If the locker is not emptied by the end of the day (Premises closing time), any remaining items will be considered as abandoned goods. These will be held with our Guest Services team for a maximum of 14 days before disposal. Please note we will immediately dispose items that are perishable, hazardous or suspicious.

We reserve the right to access lockers without prior notice in the event of emergencies, security concerns, suspected illegal activity or violations of our Code of Conduct, and you authorise and agree to such access. If this occurs, we will use reasonable endeavours to notify you within 24 hours of such access.

Cabana Space Rental Terms & Conditions

These terms and conditions apply to the rental of a Cabana Space at URBNSURF. A Cabana Space includes its facilities, fixtures, equipment and furnishings. The Apple Jack terms and conditions (available at the link: sandys.au/book/) also apply to Cabana bookings at URBNSURF Sydney, although these terms and conditions apply to the extent of any inconsistency.

Cabana Space rental is not included in the cost of Surf Session, Surf Lesson, Surf Coaching or any other admission or passes. Cabana Spaces are part of larger the shared space with other guests. Each Cabana Space has a maximum capacity of 12 persons. We may refuse entry and Cabana Space access if your guest numbers exceed this number, without refund.

You must not

• alter or add to the Cabana without prior approval;
• leave any rubbish or waste in the Cabana;
• exceed the maximum capacity of the Cabana; or
• use candles, flames or any items causing smoke at any time inside or outside the Cabana Space.

Rental of a Cabana Space does not entitle to you to any other use of our facilities (such as food, parking or time in the URBNSURF Lagoon) and these must be booked and paid for separately. You are not allowed to bring your own food items to the Cabana Space. Please refer to our website urbnsurf.com for more information on inclusions, available rental durations, and how to make a booking. Your Cabana Space rental is not transferable to another person.

If you need to cancel your Cabana Space rental, you must notify us as soon as possible. Subject to any additional terms that may apply to your booking, the cancellation policy shown in the below table will apply. You may also be entitled to a refund under the Consumer Laws, and nothing in this section affects that entitlement.

 

Prior to Booked Time	Cancellation Policy
Within 24 Hours	100% Cancellation Fee
25+ Hours	Full Refund

 

URBNSURF may vary the Cabana Space Rental Terms & Conditions from time to time. We will give you reasonable notice of these modifications, specifying the date from which the modified Cabana Space Rental Terms & Conditions apply. By renting a Cabana Space, you understand and accept the Cabana Space Rental Terms & Conditions. URBNSURF Sydney cabana booking information can be found here: sandys.au/book/

Car Park Terms & Conditions

The Parking Lot adjacent to URBNSURF Sydney is owned and operated by Sydney Olympic Park Authority.  Please contact Sydney Olympic Park Authority with any questions or concerns about parking.  Details can be found at sydneyolympicpark.nsw.gov.au/parking-faqs

The following terms and conditions apply to the use of the car parking bays at URBNSURF Melbourne only. We offer complimentary guest parking at URBNSURF Melbourne.

There is a ChargeFOX EV charger located at URBNSURF Melbourne, please refer to chargefox.com/legal/terms-conditions for details.

Your conduct at our car park

At all times while you are on our premises, you must drive carefully and responsibly. You must obey all speed limits indicated and otherwise comply with all relevant road rules.

You may only park within designated guest parking bays. You must not park in the staff designated parking bays. If you park in any areas other than those designated as guest parking bays, we reserve the right to take appropriate steps, including moving your vehicle to an appropriate location (at your cost).

You may only park at our premises for the duration of your visit. You must not leave your vehicle in our parking bay overnight. You agree that we may enter, move or tow away your vehicle for operational, safety or security reasons. Where we take any of these steps because of your breach of this agreement or any applicable law, you will be liable to us for any reasonable costs we incur in doing so.

You should allow sufficient time on arrival to find a parking space. At peak times, our car parks as well as the roads around the park may be busy. We do not accept responsibility if you miss your Surf Session or Surf Lesson because you have not left enough time.

Security of your vehicle

While we will take all due care, to the maximum extent permitted by law, we disclaim all liability to you under or in respect of your vehicle and its contents (including damage to or destruction or theft of your vehicle), whether arising under contract, statute, tort (including negligence), or otherwise, except to the extent it arises from fraud, negligence or default by us, or officers, employees, contractors or agents.

We do not accept any goods for safe custody and do not accept responsibility for the same. You must remove all personal property and other valuable items prior to leaving your vehicle in our car parks.

URBNSURF may vary the Car Park Terms and Conditions from time to time. We will give you reasonable notice of these modifications, specifying the date from which the modified Car Park Terms and Conditions apply. By using the car park at URBNSURF, you understand and acknowledge that you will be bound by the Car Park Terms and Conditions.

URBNSURF Merchandise Terms & Conditions

These terms and conditions apply to the purchase of URBNSURF branded merchandise.

Returns & Refund Policy

For full priced URBNSURF branded merchandise, we will refund within 14 days of purchase, subject to the following conditions:

• The product is still in its original and saleable condition and packaging, with all accessories included;
• The product has not been worn or used or expired;
• You can provide us with proof of purchase (e.g. receipt, order confirmation email)

Eligible returns can be processed in person at URBNSURF only. Refunds will only be made using the original payment method stated on your proof of purchase. 

General

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.

Our Returns and Refund policy is in addition to your rights under the Australian Consumer Law and does not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law. Our goods 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 for 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.

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 at both URBNSURF Sydney and URBNSURF Melbourne. 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]

Guest Code of Conduct

URBNSURF is committed to operating a safe, respectful, and inclusive environment — free from hate, intimidation, or discrimination. We have a zero-tolerance policy for disrespectful behaviour towards, or by, our crew, members and guests.  By entering and using our facilities, you agree to comply with this Code of Conduct.

All guests, members and staff must:

• Treat all guests, members and staff with courtesy and respect.
• Not do anything that constitutes discrimination, bullying, harassment, or offensive language – these will not be tolerated.
• Act responsibly, with consideration for your own safety and the safety of others
• Follow all reasonable instructions or warnings issued by our staff
• Use safety equipment as directed by our staff
• Take responsibility for your personal belongings
• Supervise children and persons under your care at all times. Please note that our lifeguards and staff cannot watch or supervise children on your behalf.

Surfer’s Code of Conduct

The Surfer’s Code of Conduct sets out how surfers are expected to behave in the URBNSURF 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.

If you break the code or make a mistake, 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. Repeated or serious breaches may result in removal from the water or the Premises. URBNSURF reserves the right to eject any surfer at its sole discretion and if necessary to refuse entry in cases of repeated breaches of the code of conduct.

Playground Code of Conduct

• URBNSURF follows the Child Safe Standards.
• 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.
• No food is permitted in the playgrounds.
• Dispose of rubbish in the bins provided
• Respect others privacy by only taking photos of you and your family or group in the playgrounds.
• Parents and guardians are responsible for supervising children at all times.

Plunge and Spa Pool Code of Conduct

• We recommend that plunge pool use is limited to 15 minutes at a time.
• Always follow the directions of staff and lifeguards.
• 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 or alcohol.
• No food, glass items, or oils are permitted in the plunge pool area.
• Children 12 years and younger must be supervised by an adult at all times.
• Do not use the plunge pool if you feel unwell, are pregnant, have high or low blood pressure, or have recently suffered a heart attack.

General provisions

If any provision or part of a provision of the Terms and Conditions is illegal, invalid or unenforceable, it will be severed from the Terms and Conditions, and the remaining provisions (or parts of provisions) will continue in full force and effect. For services supplied at URBNSURF Sydney, the laws of the state of New South Wales will apply. For services supplied at URBNSURF Melbourne, the laws of the state of Victoria will apply. By entering into this agreement, you unconditionally submit to the jurisdiction of the courts of New South Wales or Victoria (as the case may be).

We may contract or arrange for third parties to provide the whole or part of the services to you. You must not bring any claims or actions against such third parties. If you bring such a claim or action in breach of this Agreement, you agree to indemnify us and the person against whom the claim or action is made against the consequences of that claim or action. You agree that in entering into this Agreement, we are acting as the agent of and trustee for each of our employees, officers, agents and subcontractors, and each of these persons is deemed to be a party to these Terms and Conditions for the purpose of entitling each of them to enforce, have the benefit of and rely upon these Terms and Conditions.