Booking terms
Cancellations and Refunds
Rafting depends on the river and the weather, so plans sometimes change - ours as well as yours. This page sets out what happens when a trip is cancelled, by you or by us, and what you can expect in each case. It applies to every trip we run.
These terms form part of your booking. By confirming a booking you accept them. Nothing here limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
If We Cancel
Your safety comes first. If river levels, weather, or any other condition makes a trip unsafe or unsuitable, we will cancel or reschedule it. Where we cancel a trip, you receive a 100% refund of everything you have paid, or you can move your booking to another date at no charge - your choice.
We may also cancel a departure that does not reach its minimum group size. The same 100% refund or free transfer applies, and we will tell you as early as we can.
If You Cancel
- More than 72 hours before departure 10% of the trip fare is retained; the balance is refunded
- Within 72 hours of departure 100% of the trip fare applies - no refund
- No-show on the day 100% of the trip fare applies - no refund
Cancellation takes effect from the time we receive your notice, so please tell us as soon as you know. Where we can fill your place, we will do our best to reduce or waive the fee, but we cannot guarantee it.
Changing Your Booking
Date changes requested more than 72 hours before departure are free, subject to availability. Inside 72 hours, a change is treated as a cancellation and rebooking. Reducing the number of people on a booking is treated as a cancellation for those places.
Refusal or Removal On Safety Grounds
We operate under the Adventure Activities Regulations and are audited by AdventureMark. Our guides may decline to take a person on the water, or remove them from a trip, where that person is affected by alcohol or drugs, will not follow safety instructions, or has not disclosed a relevant medical condition. In those cases no refund is due.
If a Trip is Cut Short
If a trip has to be ended early once it is under way - river conditions, weather, injury, or an emergency - we will refund a fair proportion of the fare reflecting the part of the trip not run. Getting everyone off the river safely takes priority over everything else.
How Refunds are Paid
Refunds go back to the person who made the booking, by the same method used to pay, within 10 working days of the cancellation being confirmed. Any bank or card fees charged by your provider are outside our control.
Travel Insurance
We strongly recommend travel insurance that covers cancellation, delay, and outdoor activities. Insurance is the sensible way to cover a cancellation for personal reasons - illness, a missed connection, or a change of plan - that falls inside our cancellation window.
Questions About a Booking
If something has come up and you need to change or cancel, talk to us. We would much rather sort it out with you than have you simply not turn up.
