General Terms and Conditions

Definitions
All bookings and transactions are made with Rapid Horizons Ltd ("RH") registered company 09473042, registered office, Cawley House, 149-155 Canal St, Nottingham, NG1 7HR.
The initials "RH" refer to the company Rapid Horizons Ltd, the word "client" refers to the person, company or organisation making the booking and transaction.
The word "transaction" refers to the completion of the booking sale in which the client has paid for the activity.
The word "attendees" refers to the people taking part in the booked activity.
The word "activity" refers to any activity or course booked by the client.
The term "activity date" refers to the date the booked activity is due to take place.

1. Bookings
If you are booking for up to 12 attendees we require full payment at the time of booking. If you are making a booking for over 12 attendees, you will be offered a 50% deposit option upon request.
Deposits are non refundable.
If you have paid a deposit, we will contact you within 14 days of your activity date to take the final payment, the final balance will reflect the final participant numbers. If within 14 days of your activity date participant numbers increase, the client will be charged the per person rate via invoice, BACS transfer or in person payment for the additional participant(s).
If within 14 days of your activity date participant numbers decrease, refunds or credit notes will not be offered. 
All activities require a minimum of 4 participants to take part in order for the activity to run. Where activities have less than 4 participants booked we aim to contact the client with as much notice as possible and will offer a change of time, activity or date.
All Climbing and Mountain Biking bookings are run by 3rd party companies operating on behalf of RH. 

2. Refunds & Cancellations
2.1 - Refunds will not be issued if the client decides to cancel their booking after the transaction has taken place. In the case that the client or attendee is unable to attend their booking due to illness or injury a credit note will be issued.
The client may increase the attendees (subject to availability) at the per person rate. If the client wishes to decrease the number of attendees after the transaction the client will not be entitled to a refund.

2.2 - RH endeavours to deliver any activity booked.
By their nature some of our activities can be affected by adverse weather conditions. The weather is unfortunately outside of our control and we reserve the right to cancel any activity booked that we deem unsafe to operate. On the rare occasion we need to cancel due to safety concerns, we aim to inform the client with as much notice as possible and will offer an alternative activity (see section 3) or a reschedule with no expiry date.
RH will not be liable for costs encored by the client in relation to the initial booking transaction, travel or accommodation expenses where adverse weather conditions forces a cancellation of the booking.

 

2.3 - RH shall not be liable for any delay or non-performance of its obligations in relation to an

activity from any cause or causes beyond its reasonable control including, without limitation,

an act of God, governmental act (including lockdown), pandemic, war, fire, flood or explosion

(a “Force Majeure Event”). In such circumstances your right to participate the activity will be

suspended until such time as the Force Majeure Event has ceased.

If the Force Majeure Event results in a cancellation of your activity you will be offered a credit note with no expiry date. Refunds in this instance will not be granted..

3. Changes to activities
Activities taking place on rivers are subject to change due to fluctuations in water levels. 
To ensure our clients and attendees safety we use water level indicators to identify safe levels of operational practise.
We endeavour to deliver the specific activity booked but on occasion this may not be possible due to a rise or fall in river levels. On the rare occasion we are unable to deliver the clients specific activity an alternative activity will be offered. This alternative in most occasions will take place on the river but may have a variation for example, the river is too high to Canoe but safe to Raft or too low to raft but suitable for Tubing, Canoeing or Kayaking. 
River Rafting on the Derwent in Matlock has a lower level limit of 0.6m on the Environment Agencies river gauge in Matlock, this is to ensure sufficient water levels to run this activity.
Where an alternative activity can be offered, the client will not be entitled to a refund (see section 2.2)

4. Under 18s
RH will adhere to it's safeguarding policy (available upon request) which sets out its procedures and commitment to ensuing the safety and wellbeing of all under 18s and vulnerable adults.
RH holds a AALA (adventure activities licensing authority) read more about this here.
All under 18s being unaccompanied during the activity by their parent or legal guardian must present a Young Persons Consent Form prior to attending their activity. This form can be completed online.

5. Heath conditions
It is advised that the client or attendee seek professional medical advise prior to booking if you feel your medical condition or existing injury may hinder you from taking part in the activity. Refunds will not be issued if you are unable to partake in the activity due to health conditions.

6. Safe practise 

We take the health and safety of our staff and clients very seriously. 

All of the activities managed by RH have been risk assessed and are run in accordance with national governing body (British Canoeing) guidelines.

It is important to understand that outdoor adventure activities can be hazardous, care and caution should be exercised at all times. Participants should be aware of the risks involved and accept responsibility for their own actions whilst taking part in adventure activities during their time RH.

 6. Customer service & complaints
We aim to offer the very best service, from booking to waving you goodbye after your activity.

We are extremely grateful for our 5 star rating on Trip Advisor and do all we can to cater for peoples changes in circumstance.
If you feel we have fallen short please do not hesitate to get in touch via 01629 700334.
If you have a formal complaint please put this in writing to info@rapidhorizons.com