Booking, Cancellation and Refund Policy

This policy applies to all products and other outdoor activities provided by Ace Mountain Adventures.

1. Bookings

A booking is confirmed once full payment, or any stated deposit, has been received and confirmation of the booking has been issued.

Places on courses and guided walks are limited. Once a booking is confirmed, a place is reserved for the participant and may no longer be available for another customer.

By making a booking, the person making the booking confirms that they have read and accepted this Booking, Cancellation and Refund Policy on behalf of themselves and, where applicable, any other participants included in the booking.

2. Fixed-Date Activities and Online Bookings

Our guided walks, navigation courses and hill skills courses are leisure activities provided on specific dates or during specific periods.

Where the law provides that the usual statutory 14-day cancellation right for online or distance contracts does not apply to a fixed-date leisure activity, bookings will instead be subject to the cancellation terms set out in this policy.

Nothing in this policy affects any statutory rights that cannot lawfully be excluded or restricted.

3. Cancellation by the Customer

If you need to cancel your booking, you must notify us in writing as soon as possible.

More than 28 days before the activity

If written notice of cancellation is received more than 28 days before the scheduled start date, 75% of the activity fee will be refunded.

The remaining 25% is retained towards the costs and losses associated with processing the booking, reserving the place and cancellation.

Between 14 and 28 days before the activity

If written notice of cancellation is received between 14 and 28 days before the scheduled start date, no automatic refund is payable.

However, where we are able to resell the cancelled place, we will refund the amount recovered from the replacement booking, less any reasonable costs or losses arising from the original cancellation.

Less than 14 days before the activity

If written notice of cancellation is received less than 14 days before the scheduled start date, no refund is normally payable.

Where we are able to resell the cancelled place, we may provide a refund of the amount recovered from the replacement booking, less any reasonable costs or losses arising from the cancellation.

Non-attendance

No refund will be payable where a participant:

• does not attend;

• arrives too late to participate safely or without disrupting the activity;

• chooses to leave after the activity has begun; or

• is unable to participate because they have not met clearly stated equipment, clothing, fitness, experience or safety requirements.

• Has to leave the activity due to incompletion 

These terms are intended to reflect the limited number of places available and the increasing difficulty of filling a cancelled place as the activity date approaches. Nothing in this section permits us to retain more than is lawful or reasonable in the circumstances.

4. Transfer to Another Person

If you are unable to attend, you may request to transfer your place to another person.

Transfers are subject to prior agreement and may only be accepted where the replacement participant meets any relevant age, fitness, experience, health declaration, equipment and safety requirements for the activity.

You must contact us before transferring a place. A participant should not simply attend in another customer’s place without prior agreement.

5. Request to Move to Another Date

A request to move a booking to another date is not automatically a cancellation and rebooking right.

Where a request is made more than 28 days before the activity, we may agree to transfer the booking to another available date at our discretion.

Requests made within 28 days of the activity will normally be treated under the customer cancellation terms above, unless we agree otherwise.

Any transfer offered is subject to availability and may be limited to one transfer per booking.

6. Customer Illness, Injury or Personal Circumstances

Customer illness, injury, transport problems, changes of plan, work commitments and other personal circumstances are treated as customer cancellations and are subject to the cancellation terms above.

We strongly recommend that customers consider appropriate insurance where cancellation due to illness, injury or other unforeseen circumstances would result in significant financial loss.

7. Weather and Outdoor Conditions

Outdoor activities take place in changeable conditions. Rain, wind, cold, heat, poor visibility, mud or other normal outdoor conditions do not automatically result in cancellation.

Routes, timings, objectives and activity content may be adapted where reasonably necessary in response to weather, ground conditions, access restrictions, participant needs or safety considerations.

A reasonable change of route, location, timing or activity plan made for safety or operational reasons does not automatically entitle a customer to a refund where the booked activity can still be delivered to a reasonable standard.

8. Cancellation by Us

We reserve the right to cancel an activity where reasonably necessary, including because of:

• unsafe or unsuitable weather or ground conditions;

• access restrictions or route closures;

• instructor illness or incapacity;

• circumstances beyond our reasonable control;

• insufficient participant numbers, where a minimum number has been clearly stated as applying to the activity; or

• any other circumstance that makes safe or reasonable delivery of the activity impracticable.

Where we cancel an activity before it begins and cannot provide the booked service, customers will be offered:

• a full refund of the activity fee paid to us; or

• the option to transfer the booking to another available date.

The choice between a refund and transfer will remain with the customer unless a different remedy is agreed.

9. Travel, Accommodation, Equipment and Other Costs

Customers are responsible for making their own travel, accommodation, equipment purchase, equipment hire and other arrangements connected with attending an activity.

Unless expressly included as part of the booking, these arrangements are separate from the contract for the activity and are not provided by us.

We strongly recommend that customers do not make non-refundable or non-changeable travel, accommodation or other arrangements and that they consider appropriate travel and cancellation insurance.

To the fullest extent permitted by law, we are not responsible for independently booked travel, accommodation, equipment, equipment hire, loss of earnings or other additional costs or consequential losses arising from a customer cancellation, a change to an activity, or cancellation of an activity by us.

Nothing in this policy excludes or limits liability where it would be unlawful to do so.

10. Equipment Purchases and Hire

Customers are responsible for obtaining any personal clothing or equipment stated as necessary for participation.

The purchase of equipment for use on an activity does not make that equipment part of the booking contract unless we expressly sold it as part of the booking.

If an activity is cancelled, we are not responsible for the cost of equipment independently purchased by a customer. Customers should therefore consider whether equipment can be hired, borrowed, returned or used independently before making significant purchases specifically for one activity.

11. Activities Already Underway

Once an activity has started, no refund will be payable where:

• a participant chooses to withdraw;

• weather or conditions require a reasonable change of route, objective or content;

• the instructor decides that an individual participant should not continue because continuing would create a safety risk or injury; or

• the activity is modified in response to conditions or participant welfare.

This does not affect the customer’s statutory rights where the service has not been provided with reasonable care and skill or where another legal right to a remedy applies.

12. Insurance

Customers are strongly advised to consider suitable insurance covering cancellation, illness, injury, travel disruption and other losses associated with attending outdoor activities.

13. Statutory Rights

Nothing in this policy is intended to exclude or restrict any statutory right or remedy that cannot lawfully be excluded or restricted under UK law.