Airboat · Help centre
Support
We're a UK-based team and we answer every message. Most questions are covered below — if yours isn't, email us and we'll get back to you within 24 hours.
Email us
hello@airboat.uk
For bookings, payments, hosting and account help.
Response times
Within 24 hours, 7 days a week
Payment and safety issues are prioritised.
Safety & content moderation
Airboat has a zero-tolerance policy for objectionable content and abusive behaviour.
Report any listing or message using the Report button — our team reviews within 24 hours.
Block any user from a message thread — their content is hidden instantly and we're notified.
Frequently asked questions
How do I book a boat?+
Browse listings on the home page, open a boat you like, choose your dates and guest count, then tap Reserve. Payment is taken securely by Stripe and your booking is confirmed instantly. You'll receive a confirmation email and can message the host from your Trips page.
How do refunds and cancellations work?+
Cancellation policies are set per listing by the host. If a trip can't go ahead due to unsafe weather, mechanical failure or any host-side issue, you're entitled to a full refund to your original payment method. Email hello@airboat.uk with your booking reference and we'll take care of it.
How do I list my boat?+
Tap "List your boat" and follow the five steps: boat details, photos, pricing, then upload your ID, insurance and safety certificates. Our team reviews every listing (usually within 24 hours) before it goes live. You'll also connect a Stripe account so payouts go straight to your bank.
When do hosts get paid?+
Payouts are processed through Stripe Connect. Once a guest's payment succeeds, your share (booking total minus Airboat's 10% commission) is routed to your connected Stripe account and paid out on Stripe's standard schedule.
Why do you verify ID and insurance?+
Safety first — every host must upload a government-issued ID, valid commercial insurance and safety certification before their listing is approved. This keeps the marketplace trustworthy for everyone.
How do I report inappropriate content or behaviour?+
Every listing has a Report button next to its location, and every message thread has Report and Block buttons in the header. Reports go straight to our moderation team, who review and act within 24 hours. Blocking a user instantly hides their content from you and notifies our team.
How do I delete my account?+
Go to Dashboard → Danger zone → Delete my account. Deletion is immediate: your profile is anonymised, your listings are deactivated and your sessions are ended. Booking records are retained in anonymised form only where UK tax law requires.
I have a payment problem — who do I contact?+
Email hello@airboat.uk with your booking reference and a short description. Payment issues are prioritised and we typically respond within a few hours during UK business hours.