Rock + Water
Adventures
Terms & Conditions
Terms & Conditions
PLEASE READ THIS PAGE CAREFULLY BEFORE BOOKING YOUR ADVENTURE. BY PAYING FOR YOUR ACTIVITY, YOU ARE AGREEING TO THESE TERMS.
ROCQUA reserves the rights to change any of the terms below at any time.
Booking & Fees
All bookings require a minimum of two participants to ensure the safety and quality of our activities.
You can reserve your activity up to 12 hours before your selected time slot.
Booking on the same day can only be done by a phone call and is depending upon spaces available that day.
Your activity is only secured once you have passed the pending stage of the booking and full payment is received.
20% of the total cost of your booking is a deposit.
Cancellations
Cancellations are never what either party wants, so here at ROCQUA we understand that life is full of surprises. Therefore, ROCQUA has set some terms below to make it clear on or cancellations policy.
ROCQUA operates in mountainous environments which are continuously changing, and the weather systems can be very unpredictable. For these reasons ROCQUA reserve the right to cancel any session any time before or during the session.
Regarding cancellations made by the client (for bookings made on our website), all cancellations up to 48 hours before the start of your session must be done by email to info@rocquaadventures.com.
Cancellations can only be made by the person who purchased the original booking. They must first call us on 07791 865730 and then send confirmation of their request to cancel by email to info@rocquaadventures.com.
Cancellations from 48 hours (for bookings made on our website) up to the start of the session, the client must first call on 07791 865730 and also email us at info@rocquaadventures.com.
Cancellations by you (the client) for bookings made through our website:
If you cancel your booking 7+ days before the date of your current booking, you will receive 80% of the total booking fee or the choice to reschedule within a 1-year time frame which may result in additional fees(see reschedule). If you do choose to reschedule and then cancel again you WILL NOT receive any refund.
If you cancel from 3 to 7 days before your current booking, you will be receive 50% of the total booking fee or the choice to reschedule within a 1-year time frame which will result in additional fees(see reschedule). If you do choose to reschedule and then cancel again you WILL NOT receive any refund.
If you cancel up to 48 hours before the start of your current booking, there will be NO REFUND and NO ALTERNATIVE SESSION OFFERED.
Cancellations by you (the client) for bespoke large group bookings (invoice required): If you cancel your booking, WE CANNOT OFFER YOU A REFUND.
Cancellations by us (ROCQUA): If we cancel your session whatever the reason you will be offered an alternative date or a FULL REFUND, minus a 5% booking fee)
Reschedule
Here at Rocqua we understand that sometimes you may need to reschedule your activity. However, once you have booked using our online booking system, those dates are no longer available to other customers, which may result in loses to Rocqua Adventures. Therefore, we have set some additional charges to compensate our loses.
All reschedules MUST be done via email.
If you reschedule 14+ days before your current booking. We will try and reschedule your activity free of charge but if we deem it necessary you will be charged a additional 20% of the full amount of your booking to move your dates.
If you reschedule 7 to 3 days before your current booking. You will be charged a additional 50% of the full amount of your booking.
If you reschedule 48 hours or less before your current booking. You will be charged a additional 100% of the full amount of your booking.
If Rocqua Adventures has to reschedule your activity there will be NO CHARGE for up to a one year time period.
For bespoke large group bookings (invoice required): You must give us at least 14 days notice.
Insurance
Before taking part in any of our activities we would recommend you take out some form of personal and equipment insurance. ROCQUA does hold its own public liability insurance. However, we WILL NOT accept any responsibility/liability for lost or damaged items including personal injury.
Children (under 18s)
If any member(s) of your group is/are under the age of 18, they MUST be supervised by a parent or legal guardian. For all outdoor activity sessions, that parent or legal guardian MUST take part in the full activity alongside the under 18 members. For indoor climbing, the parent or guardian does not need to participate, but must be present for the entire session to supervise.
Pets
Although we love pets here at ROCQUA we DO NOT allow pets on the activities. We accept that some pets maybe very well behaved, but others may not. It is for this reason we must enforce a no pet policy as your safety is paramount.
Late arrivals (courtesy windows)
Public sessions: We will give you a 15 MINUTE window.
Private session: We will give you a 30 MINUTE window.
If you fail to get to us within these windows we will continue with the session or leave the location and NO REFUND will be offered. This is non-negotiable so please check your maps and timings and please DON’T BE LATE.
Alcohol and drugs
If we believe you may be under the influence of alcohol and/or drugs, we will cancel your session and NO REFUND will be offered.
Disclaimer of risks and dangers
Adventurous activities entail some risk of injury or death. Therefore, clients must accept and understand that accidents and injuries may occur. However, ROCQUA will maintain the highest professional standards of client care and safety using safe practice, procedures, and experience to minimise this risk. ROCQUA is not under any liability whatsoever in respect of loss or damage to personal property not caused by the negligence of ROCQUA or its representatives. When booking an activity and signing the indemnity form, clients are accepting these risks and will be responsible for their own actions and involvement unless caused by our negligence.
