General Terms and Conditions

Definitions

All bookings are made with Safe and Sound Outdoors (2007) Ltd and its various trading names. Registered Company Number 07638377 (hereinafter referred to as the Company) whose registered office is Riverbanc, Bridge Street, Llangollen, LL20 8PF.

Trading names are : Safe and Sound Outdoors, Whitewater Active and Riverbanc

Any reference to the term programme' in these booking conditions means the product to be provided by the company (i.e. programme, activity, course, or expedition), as described within email exchanges between the Company and the Client.

Client means the person, company or organisation for whom the company has agreed to provide the Programme. The Client' may be a person or persons other than the person making the booking and making payment for the Programme.

Customer Service and complaints

The Company is committed to the provision of the highest possible level of customer service.

We recommend that you read the following terms and conditions which form the basis of our contract between us, The company and you, the purchaser.

We are always available on 01978 860763, if you have any queries.

If you have any complaints whilst taking part in a trip, you must immediately inform your leader or instructor who will use all reasonable efforts to remedy it. If you remain dissatisfied, you must make full details of the complaint known to us in writing within 28 days of the end of your programme. If you fail to follow this simple complaints procedure, your right to claim the compensation you may otherwise have been entitled to may be affected or even lost as a result.

Insurance

It is the clients responsibility to ensure that you have adequate insurance to cover the cost of your booking in full. Insurance for UK based holidays and activities may be purchased at a number of on-line sites.

Voucher Validity:

Our Gift Vouchers are valid for a period of twelve months from date of purchase. If you cannot redeem the voucher within this period then, at our sole discretion, the voucher may be extended for an agreed period. In this event an administration fee of £12.50 per voucher will apply. No gift vouchers will be issued until payment has been received in full.

Activity Timings:

All timings contained within this web site or in our printed marketing material are given as a guide only. These timings may vary and you should contact us on 01978 860763 to confirm them in advance if necessary for your own planning purposes.

Health Restrictions:

For the purposes of your safety it is your responsibility to inform us before undertaking any event of any relevant medical concern that may make it inadvisable for you to undertake any activities with us. Failure to do so may result in your booking being cancelled.

Prices:

We reserve the right to alter our prices at any time and without prior notice.

Discounts:

All discounts are at the management's discretion and we reserve the right to change or remove special offers without prior notice. All requirements must be met in full before customers qualify for any discounted rates. Requirements include but are not limited to: correct discount codes being quoted, proof of age (Family discount), or minimum group sizes, where applicable.

Cancellation Policy:

A 25% deposit will be taken at the time of booking and this is per person and is non-refundable. All bookings must be finalised 4 weeks before activity date.

Changes to your booking - We cannot refund any payments if you change your mind after the booking has been finalised. Changes may be made at the companies discretion and will be subject to a £15 per person administration fee.

Client non-attendance - Please plan your journey to arrive at your activity location / meeting point at the agreed time in your confirmation email. We work to a strict time schedule and late arrivals will result in your session being cancelled. We cannot be held responsible for your inability to attend and no refunds will be issued. We strongly advise you take out a travel insurance policy which covers activities of this sort in case you lose money as a result of such an occurrence.

Client unable to take part - If the client cannot take part in any activity due to either physical impairment (including but not limited to injury or illness) we will be unable to offer a refund. If you're suffering from any illness or injury at the time of booking we advise you not to confirm your booking until you have been given the all-clear by your doctor.

If you are refused an activity on the day due to being under the influence (or appearing to be under the influence) of drugs or alcohol, no refund will be issued. If you are outside of our requirements for PPE you will be refused participation in the activity and no refund will be given.

Weather conditions - By their nature some of our activities are subject to weather conditions. The weather is unfortunately outside of our control. On the rare occasions where conditions make it impossible for us to provide the activities within our strict safety guidelines we may need to cancel them. If we have to cancel for reasons outside of our control, we will tell you as soon as possible and will offer you either an alternative activity or reschedule your activity. The company is unable to reimburse travel, accommodation or other incidental expenses incurred by you in attending an activity which is cancelled for any reason.

Safety - We reserve the right to reschedule or relocate any activity if we feel it would be in the interests of our client's safety.

General - Should the management decide that any situation qualifies for a full or partial refund (or provision of goods or services in lieu of an activity) this will be on an individual basis. Groups must be aware that any members of the group able to attend and take part in an activity should do so. Deciding not to take part will not qualify for a refund under any circumstances.

The company is unable to reimburse travel, accommodation or other incidental expenses incurred by you in attending an activity which is cancelled for any reason.

Photography and image consent

By agreeing to these Terms and Conditions, you consent to the Company's staff taking photographs and/ or video footage of you during the trip and that these images may be used by the Company for publicity and training purposes including, but not limited to, in brochures, websites material and in the media. Photos and video footage supplied by you or other team members may also be used as described above. Under 18's are an exception to this condition. Additional consent will be sort by the company from parents or guardians of the young person.

Under 18's

The Company will adhere to its Safeguarding Policy which sets out our approach and commitment to the welfare and safety of young and vulnerable people when taking part in one of our programmes. This will be available on request.
With regards to terms and conditions, you the client should be aware:

Group Leaders accompanying and/or acting in Loco Parentis for under 18's are at all times responsible for the pastoral care and standards of behaviour within their group for the duration of the programme.

Where a Client is making a booking for and /or participating in a Gold DofE Open Expedition programme, he/she acknowledges that participants may be aged between 16 and 25 years. The Company will ensure that accommodation will be arranged so that under no circumstances will an under-18 and an over-18 be sharing a room / tent 1:1.

Jurisdiction:

These terms and conditions do not affect your statutory rights as a consumer and are governed in accordance with English law. The purchaser and The company agree that any proceedings are under the jurisdiction of the English courts. All of the clauses and sub clauses of our terms and conditions are independent of one another. If one clause is invalid or unenforceable then this will not affect any other clause or sub clause.