OUR CUSTOMER SERVICE POLICIES
Our goal is to deliver a safe, professional, and seamless experience for every guest; the following policies are designed to set clear expectations around scheduling, participation, and conduct while ensuring fairness and operational excellence for all.
Cancellations:
Cancellations made more than 7 days before the event can earn a refund/credit/or reschedule with no penalty. Cancellations/alterations within 7 days will be charged a $100 change fee. Select issues would be waived: medical emergencies, births/deaths.
No Call/No Shows:
Will be charged a $150 fee to reschedule.
Weather:
All programs run rain or shine. If a program is cancelled due to lightning within the first hour, all participants will be able to reschedule for no fee. If off-track drills are complete, participants will receive a voucher for their on-track sessions and will be able to schedule as one-on-one sessions. Rush participants will receive vouchers for Karting if the weather shuts down the kart track. Staff will make every effort to complete the event. Events will not exceed a 2.5-hour delay.
Late Arrivals:
Anyone arriving more than 30 minutes late for a public program will be required to reschedule with the full fee. Class can be held for a maximum of 10 minutes. *If customers call ahead of time with a situation out of their control, based on staffing, we can accommodate certain situations. Please check with the Program Lead if we have staff available to help a late client.
Rental Car Breakdowns:
Participants are responsible for all damages to the car once it enters their possession. If a mechanical failure occurs, staff will evaluate if it was caused by the driver or wear/tear. If the issue is not the result of the client’s actions, a new car will be provided if available. If no car is available, a no-fee reschedule will be issued. If issues are caused by the participant, full payment of the insurance deductible is due before the client is allowed to continue or asked to leave.
Client Car Prep/Breakdowns:
Client’s cars are expected to be in good working order. Instructors/staff have the right to refuse any car deemed unsafe from going on track or continuing to participate in programs. A car being deemed unsafe will not result in a refund. Reschedule is available once for cars that have technical issues. Participants are responsible for all cleanup costs associated with car failures/incidents.
Alcohol/Drug Zero Tolerance Policy:
Anyone believed to be under the influence of alcohol/drugs will be removed from the program and premises without refund or reschedule.
Behavior Guideline:
Instructors have final say on all guest activity. Participants or participant guests who are not following instructions, driving dangerously, causing a nuisance to members, or engaging in inappropriate behavior will be asked to leave the property. Participants are responsible for the behavior of their guests.
General Safety:
Proper clothing is required – closed toe shoes and no sleeveless shirts. Helmet will be provided if required.