Everything You Need to Know About Your Booking at Caranva Sports
We understand that booking sports equipment online can raise questions. What if the weather changes? What if I need to change size? Can I cancel if unforeseen events arise?
At Caranva Sports we work to make your experience simple, transparent, and without surprises. This guide answers all frequently asked questions about bookings, cancellations, insurance, and special situations.
✅ Our Guarantees at a Glance
- ✔️ Free cancellation up to 24h before
- ✔️ Size exchange at no extra cost
- ✔️ Human support on site
- ✔️ Material insurance included
- ✔️ Full refund if we cannot fulfill
🔄 Cancellation Policy - Simple and Clear
Free Cancellation up to 24 Hours Before
Cancel your reservation free of charge up to 24 hours before the pickup date and receive a full refund.
How It Works:
| Cancellation Deadline | Refund | Processing Time |
| ✅ More than 24 hours before | 100% refund | 3-5 business days |
| ⚠️ Less than 24 hours | 50% refund | 3-5 business days |
| ❌ No-show | No refund | - |
How to Cancel your Reservation:
- From your confirmation email: Click on the Manage reservation link
- From your account: Access My orders and select Cancel
- By email: Write to info@caranvasports.com with your reservation number
- By phone: Call us and we’ll help you instantly
💡 Tip: If you have doubts about the timing, cancel and rebook later. It’s free up to 24h before.
🔧 Changes to your Reservation - Total Flexibility
✅ Changes WITHOUT Additional Cost:
👕 Size Change
When: At the pickup point
Cost: Free
Process: Simply request another size when picking up
📅 Date Change
When: Up to 24h before
Cost: Free (subject to availability)
Process: Contact us by email or phone
⬆️ Material Upgrade
When: At the pickup point
Cost: Only the price difference
Process: Request the upgrade when picking up
🛡️ Equipment Insurance and Protection
🔒 Basic Protection INCLUDED in All Bookings
Your booking automatically includes basic protection against damage from normal use. You pay no extra for this.
What Does the Included Basic Protection Cover?
| ✅ YES Covered (No Cost) | Examples |
| Normal wear from use | Scratches on skis, edge wear |
| Accidental breakage on the slope | Ski broken in a fall, binding damaged |
| Damage from weather conditions | Damage from ice, hidden stones |
| ❌ NOT Covered | User Responsibility |
| Loss or theft of the equipment | Full replacement cost |
| Damage due to gross negligence | Intentional improper use |
❓ What If...? Real Situations Resolved
🌧️ What happens if it rains or the weather is bad?
Answer: You can cancel up to 24 hours before with a full refund. If the bad weather is on the same day, contact us. We evaluate each case individually and look for the best solution (date change, partial refund, etc.).
Tip: Check the weather forecast 48h in advance and cancel if necessary. It’s free.
🔧 What happens if the equipment breaks during my rental?
Answer: If the breakage is due to normal use (fall, accident on the slope), it is covered by the basic protection included. Just go to the rental point and we will give you replacement equipment at no extra cost.
Process:
- Go to the rental point with the damaged equipment
- You explain what happened (don’t worry, we are skiers, we understand)
- We provide replacement equipment within 10-15 minutes
- You continue enjoying at no extra cost
⏰ What happens if I arrive late to pick up the equipment?
Answer: No problem. Your reservation is guaranteed throughout the entire pickup day. Our rental points have extended hours (usually 8:00-20:00).
If you arrive very late or outside of hours:
- Call us or send a WhatsApp message
- We coordinate the pickup for the next day
- We adjust the dates at no extra cost
Important: Always notify us. If you don't pick up and don't notify, it is considered a no-show and there is no refund.
👕 What if the size doesn't fit me?
Answer: FREE size exchange at the pickup point. Our staff will help you find the perfect size.
Process:
- Try on the equipment at the rental point
- If it doesn’t fit well, ask for another size
- We change it instantly at no cost
Tip: Arrive 15-20 minutes early to try everything on calmly.
🎿 What if I want to change my equipment level?
Answer: You can upgrade at the pickup point by paying only the price difference.
Example: You booked Bronze level but upon arrival want Silver. You pay the difference (usually 5-8€/day) and that’s it.
Downgrade: If you want to go down a level, we refund the difference.
👶 What if my child doesn’t want to ski after picking up the equipment?
Answer: We understand perfectly. If you return the equipment the same day you pick it up without using it, we refund 80% of the amount.
Tip for families: Book only the first day. If they like it, extend the booking. If not, return without commitment.
📍 Pickup and Return of Equipment
What Do I Need to Bring?
- ✅ ID or Passport: Essential for identification
- ✅ Booking Confirmation: Email or order number
- ✅ Credit/Debit Card: For deposit (returned upon return)
Pickup Process (5-10 minutes):
- Identification: Show your ID and confirmation
- Material Adjustment: Our staff adjusts skis/board to your level
- Size Test: Try on boots and clothing
- Explanation: We explain how to use the equipment
- Deposit: Hold on card (released upon return)
- Enjoy! Head straight to the slopes
Equipment Return:
Flexible Return
Return the equipment on the last rental day before closing. If you close the slopes late, you can return it first thing the next day at no extra cost (let us know).
What happens if I return late?
- Up to 2 hours late: No extra charge (notify via WhatsApp)
- More than 2 hours: 1 additional day charged
- Full day delay: 1 extra day fee
📞 Support and Contact - Real Humans
🙋 Human Support On Site
At each rental point, there is real staff who speak your language and know the station. You are not alone.
Contact Channels:
| Channel | Response Time |
| 📞 Phone | Immediate (9am-8pm) |
| 5-15 minutes | |
| 2-4 hours |
✅ Summary: Book with Confidence
🏆 Our Commitment
- ✅ Total transparency: No fine print
- ✅ Real flexibility: Free cancellation 24h
- ✅ Protection included: Basic insurance at no cost
- ✅ Human support: Real people who help
- ✅ Solutions, not problems: We look for the best option
❓ Quick Frequently Asked Questions
Q: Can I cancel for free?
A: Yes, up to 24 hours before with a 100% refund.
Q: What happens if the material breaks?
A: It is covered. We give you a replacement at no cost if it is due to normal use.
Q: Can I change the size?
A: Yes, free at the pickup point.
Q: What happens if I arrive late?
A: Call us. We are flexible and look for solutions.
Q: Is insurance included?
A: Yes, basic protection included. Optional premium insurance available.
Do you have more questions? Contact us. We are here to help you.
