Frequently asked questions
FAQ
You want to get on the water as soon as possible, but still have a question or two for us? Maybe we have already answered them here below.
Questions on site
If your equipment is already damaged at the beginning of your rental or if something breaks during your booking, you can report it via the app. You will then be assigned another board. We will then take care of the damage and the further procedure.
You can find all the information here: Safety and tips
Your safety is very important to us! After consultation with various public institutions (including water rescue, water police, and the German Canoe Association), we have developed a comprehensive briefing in words and pictures. You will find these on the side of each kolula station.
Unfortunately, mechanical, or technical problems cannot always be 100% ruled out.
Please try to open your locker several times with your cell phone and follow the instructions in the app.
If the door is stuck, please try to open it with your hand. If all this is unsuccessful, please call us at our support number (089244183790) and we will help you.
You can safelystoreyour valuablesin thelocker. Only you have access to your locker (during your booked time slot). You can open the locker as often as you like during the rental period.
Yes, you can! Dogs are welcome on the SUP boards. However, please have a look at point 8.6 of our terms and conditions.
Please note that bringing a dog is at your own risk and responsibility. You are fully liable for any damage or increased wear of the material.
You are welcome to bring your children. Please note especially point 3.1 of our terms and conditions.
Vouches
Our purchased vouchers are valid for 3 years.
Goodwill refund vouchers are valid until the end of the respective season, as they are a voluntary and free offer from us.
Yes, you can redeem our vouchers at all kolula locations throughout Germany.
All kolula SUP vouchers are freely transferable.
SUP rental/booking
Simply click on the button “Rent SUP” on the website. On our station map you can then choose your location, the desired date, the number of participants and then pay directly.
You can open your locker 15 minutes before the actual booking time. This gives you enough time to get changed and get your equipment ready. Remember to take your smartphone with you on the water!
If you have booked far in advance, we will send you a link with the booking confirmation by email. This will allow you to transfer your booking to your smartphone. You can also enter your booking number manually in the app.kolula.com/orders.
- If you booked with your smartphone, your ticket is already on app.kolula.com/orders ready to view.
- Alternatively, you can manually add your booking here by entering the booking number.
- Otherwise, you can also use the link to your booking in the booking confirmation email.
No, we have developed a really great web app that you can use from your browser. Just go to the kolula website on your phone or laptop gand rent an SUP. For quick selection, you can also add a direct link on your home screen. Our “Web App” gives you almost all the benefits of a regular app but doesn’t need to be downloaded separately.
Yes, in the booking process you can also rent boards for a group. Simply select the number of participants. According to our terms and conditions, however, you are our contractual partner.
If you have a coupon code, you can enter it at the end of the booking process.
We allow you 15 minutes “on top” before and after your rental so you can change and get ready. After paddling, you can take your time to stow away your equipment and take out your valuables.
Unfortunately, it is not yet possible to extend the rental period. You can simply book again after your rental.
Please do not simply stay longer on the water, because directly after you the board could already be rented again.
Payment, cancellation
Payment is made in advance. You can currently pay by credit card or PayPal.
Just select your desired package and off you go!
You can paywith credit card, PayPalor instant transfer (Sofortüberweisung). The payment is made in advance.
Inour terms and conditions, you willfind under point 5 the right of withdrawal and our cancellation policy.
Write us an email to support@kolula.com if you have any additional questions.
An old water sports wisdom says: You’ll get wet anyway! 😉If a storm threatens, we try to inform you in time and postpone your booking, because safety is our highest priority.
Paddling in the sunshine is of course the most beautiful, but with cloudy skies it is not so crowded in the water, and you can let off steam to your heart’s content – there is something to be said for that!
Other
We don’t offer courses ourselves, but we work with wonderful SUP instructors and SUP schools in the region who offer different courses at our locations. Depending on which location you are looking for a course at, you can find the necessary information on the respective location page.
Otherwise, feel free to contact us via the contact form.
Don’t see your question answered here?
Please contact us via the contact form so that we can find an answer to your question together. Thank you very much, we are looking forward to it.
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