Stay Upright Head Office

Dear Yubing, First and foremost, we want to express our sincerest apologies for any distress or discomfort you've experienced during your time with Stay Upright. It's deeply concerning to hear your account with Matt, and we take allegations of discriminatory behaviour very seriously. At Stay Upright, we pride ourselves on providing an inclusive and supportive environment for all our students, irrespective of their background or language proficiency. We firmly believe everyone has the right to quality training and are committed to facilitating a respectful and welcoming atmosphere. We want to assure you that we train many overseas riders daily, successfully and without issue, and it's our priority to ensure every student feels equally respected and treated fairly. Your feedback is crucial in helping us maintain the high standards of conduct and professionalism we strive for. We would greatly appreciate the opportunity to discuss this more and address your concerns directly. Please get in touch with us as soon as you can. Once again, we apologize for any disappointment or inconvenience caused and thank you for bringing this to our attention.

Dear Saso, Thank you for taking the time to acknowledge the efforts of our customer service team. We're so happy to hear that we could effectively resolve your issues and that you felt compelled to extend your thanks. At Stay Upright, we understand the importance of supportive and efficient customer service, especially when addressing concerns or issues that our customers may face. It's heartening to know that our team's dedication to helpfulness and problem-solving made a positive difference in your experience with us. Your appreciation means a lot to us, and we're thrilled to have been able to assist you. We will continue striving for excellence in all aspects of our service to ensure that every interaction with Stay Upright is positive. Thank you again for choosing us and for your kind words. If you need more help or have more feedback, we're always here to help.

I'm truly sorry to hear about your experience, and I want to assure you that this is not reflective of our usual standards. We deeply regret the inconvenience and distress caused. We take this feedback seriously and will be addressing the issues you raised. Thank you for bringing this to our attention. If there's anything else you'd like to discuss or clarify, please don't hesitate to reach out to us directly.

Hi Leonardo, We are sorry to hear about your experience. We have been unable to locate your account. If you would like to discuss and address your concerns further, please contact our office on 1300 366 640. Kind Regards, Stay Upright

Hi Richard, We understand your frustrations. As we discussed previously, our Terms and Conditions which were agreed to at the time of the booking clearly state that we require seven days notice to cancel or transfer a booking. Unfortunately we are unable to make changes to course bookings inside of the seven day window. Throughout the booking process, there are two occasions where you can view the Terms & Conditions and are required to acknowledge your acceptance of them. We can appreciate that it can be easy to overlook these when making a booking, and your feedback has been passed on to our Management Team to see if there is a way to have the Terms & Conditions more prominent through the booking process. Thank you, Stay Upright