Rock + Water
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
You can book your activity up to the day before, but no later than 5pm.
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 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, all cancellations up to 48 hours before the start of your session must be done by email to email@example.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 firstname.lastname@example.org.
Cancellations from 48 hours up to the start of the session, the client must first call on 07791 865730 and also email us at email@example.com.
Cancellations by you (the client):
If you cancel your booking 7+ days before the date of your activity you will receive 80% of the total booking fee or the choice to reschedule within a 1-year time frame. 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 activity you will be receive 50% of the total booking fee or the choice to reschedule within a 1-year time frame. 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 session, there will be NO REFUND and NO ALTERNATIVE SESSION OFFERED.
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.
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.
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.