A booking can be considered as confirmed once a 50% deposit has been paid and all walkers have completed any relevant booking forms.
Alterations
ROC Adventure will always do their best to accommodate reasonable requests to alter bookings, for example such as a change to the names of clients included in your booking or, in the case of private guiding, a change to the itinerary. If there are associated costs relating to such a change we reserve the right to discuss these costs with you and make an additional charge for them if the alteration is agreed.
If you are unable to attend due to Covid-19, you will be able to reschedule within a 12 month period.
Cancellations
If you need to cancel, we require notice via email.
ROC will refund the client as follows:
· Cancellations more than 30 days from the start of the activity will receive a 100% refund, excluding any additional costs incurred by ROC Adventure for accommodation we have booked, or the option to change to an alternative date that we can accommodate.
· Cancellations with less than 30 days but more than 7 days, 50% refund or an offer to reschedule. Again excluding any additional costs incurred i.e. accommodation.
· Cancellations with less than 7 days notice, ROC Adventure will offer an opportunity to reschedule. Any cost incurred such as accommodation that cannot be rescheduled will be chargeable.
In exceptional circumstances ROC Adventure may need to cancel, amend the itinerary or in rare cases, reschedule your booking. If ROC Adventure cancel your booking you will have a choice of receiving a full refund or changing your booking to an alternative date or activity of equal value. If you prefer to change to an activity of a higher value you will be required to pay the difference. We will not be liable for any additional costs or expenses incurred as a result of such a cancellation.
Bad Weather & Other External Factors
Activities will generally take place regardless of the weather on the day unless the leader considers that conditions could compromise the safety of the group. No refunds will be made if a client decides to cancel as a result of weather conditions.
Other factors such as, but not limited to, landslides, flooding, footpath and rights of way restrictions can also impact the ability to undertake a planned itinerary. As a result, changes may need to be made at the leader’s discretion. We reserve the right to make changes to the itinerary or to cancel the booking where appropriate or for safety reasons.
Leader Authority & Client Behaviour
When taking part in an activity you must abide by the authority of the leader. If you commit any illegal act or in the reasonable opinion of the leader your behaviour is likely to be disruptive, threatening, abusive, a danger to yourself or causing or likely to cause danger, distress, damage to property or annoyance to others or the leader, or if you are under the influence of drugs or alcohol then we may terminate your participation in the activity without any liability on our part.
This includes clients who fail to advise us of medical conditions or disabilities or have an insufficient level of fitness which prevents their participation in the activity or adversely impacts the ability of other clients to participate in the activity as planned. This also includes clients who, in the opinion of the leader, are not appropriately equipped or clothed to safely participate in the activity.
Parental Responsibility
Children under the age of 16 are only accepted by prior agreement on our activities. Any people under the age of 16 must be accompanied by their parents or legal guardians who agree to take full responsibility for their actions and safety and supervision of them at all times.
This means people under 16 being within sight and sound of their parent or legal guardian and under their control at all times.
For any child under 16 the information provided on our booking forms and the declarations below must be provided and signed for by the child’s parent or legal guardian. In providing and signing for this information you are confirming that the information is correct, that you will ensure that your child understands, as far as reasonably practicable, and is aware of the information provided, as well as the description and risks of the activity. You also confirm that your child has the relevant fitness and/or experience to participate in the activity and that you accept the risks for your child and give consent for them to take part.
Insurance, Risk and Liability
We take your safety seriously and will do whatever we can to prepare and to keep the party safe. Please note however that outdoor activities including walking involve risk and have a danger of personal injury or death. Anyone taking part shall be aware of, and accept these risks, and agree to be responsible for their own actions and involvement and to raise any concerns or questions with the leader.
ROC Adventure has full public and professional liability insurance, and we strongly advise you to take out your own personal accident and liability insurance and appropriate cancellation insurance. If you already have insurance cover, please check that it covers you for the activity you are undertaking.
Our website, social media, emails and printed materials are to our best knowledge accurate and produced in good faith. Clients must have a good written and spoken understanding of English so as to understand the information and risks of their activity and information or guidance provided by the leader on the day. ROC Adventure can't take responsibility for any misunderstandings resulting from a client not reading or understanding this information. ROC Adventure will not accept responsibility for any loss or damage to your personal effects, property or vehicles during an activity.
Dogs
ROC Adventure welcomes well behaved dogs on most private guided walks but is not always able to accept dogs, other than registered assistance dogs, on open group walks or navigation training. In some locations land owners have restrictions in place all year or there may be restrictions during ground nesting seasons. If you wish to bring a dog on a private guiding or other private experience then please contact us prior to booking so we can ensure this can be accommodated.
Health and Fitness
Bookings are accepted on the understanding that you and those you are booking on behalf of are medically and physically fit for the activity to be undertaken and that you and those you are booking on behalf of have obtained medical advice about the suitability to undertake the activity where appropriate.
We ask clients to inform the activity leader if they suffer from any allergies, medical conditions, disabilities or injuries. If a client’s health and fitness situation changes after making the booking they should make us aware of such changes.
Allergies
Our bookings don't usually include food, but please ensure that any food allergies and/or dietary requirements are clearly highlighted to ROC Adventure. Severe allergies may need to be communicated to fellow walkers. These requirements must also be highlighted by the client to the activity leader at the start of the activity and to the business providing the food on arrival at their premises.
Complaints
ROC Adventure takes pride in the service it provides to our clients. However, if you are unhappy, any complaint should first be made to your leader, as soon as possible, and ideally at the time. Your leader will endeavor to find a solution that is acceptable to you but must also consider the group as a whole. If for some reason the problem is not resolved to your satisfaction then you should put it in writing and send to our contact address or email us within 4 weeks of the end of your activity. All complaints will be fully investigated and we will keep you informed.
Photographs
Photos of our clients may be used in ROC Adventure publicity, on our website or on our Social Media. Please make the event leader aware at the start of the event if you or any member of your group are not happy for this to happen.
