Highland Guiding Booking Conditions
- Booking with Highland Guiding
1.1 A booking enquiry may be submitted either through our website, via email, or by phone. A contract shall exist between Highland Guiding Ltd and the customer once the booking has been CONFIRMED: i.e the required deposit payment has been received AND a booking confirmation has been issued.
1.2 Your booking deposit shall only be refundable according to our terms and conditions (see cancellation section below).
1.3 The deposit amount will be 25% of the total price of your experience or trip. The exact deposit amount will be confirmed prior to booking.
1.4 All arrangements and services offered by Highland Guiding are subject to availability at the time of booking. If you have paid a deposit and we are unable to confirm the arrangements for your booking then we will endeavour to offer alternatives. If alternatives are not available or suitable then you will be refunded in full.
1.5 The balance payment will be due 8 weeks (56 days) prior to the start date of your adventure. If the booking date falls within 56 days then the full amount will be due at the time of booking.
1.6 After you have booked you will receive a booking confirmation message and booking invoice with your balance and due date.
In the event of non-payment of the full balance amount before or on the due date, Highland Guiding reserves the right to treat this as cancellation and terminate the booking without refund.
1.7 Payment may be made by credit or debit card, or bank transfer.
1.8 If multiple people are named in a booking then the person who makes the booking must be authorised to do so on behalf of everyone named in the booking. These booking conditions shall apply to all persons named in the booking.
1.9 All prices shall be quoted and payments made in Pound Sterling (GBP)
1.10 Highland Guiding Ltd reserves the right to decline any booking for any reason.
1.11 You must check that all details are correct on any documents we issue to you in regards to your booking.
1.12 Any person under the age of 18 must be accompanied by a parent or legal guardian.
- Cancellation by You
2.1 Highland Guiding strongly advises that you buy appropriate travel insurance to protect yourself against the risk of cancellation. In the event you have to cancel your booking with us, you may not be refunded.
2.2 A cooling off period shall apply to all bookings made with Highland Guiding. If you decide to cancel within 48 hours of making your original booking then a full refund will be made. This shall apply to both confirmed and unconfirmed bookings.
2.3 If you have to cancel your booking then the following cancellation fees apply:
- More than 56 days before start date: 25% of booking total.
- Between 56 and 28 days: 50% of booking total.
- Less than 28 days: 100% of booking total.
These cancellation fees may only be waived by a director of Highland Guiding Ltd, and protect our business in the event of unforeseen cancellation where we have already incurred costs by making the necessary arrangements.
- Alterations by You
3.1 If you need to alter or amend any aspect of your booking please inform us by email or phone at the earliest opportunity.
3.2 Date Changes
If you need to change the dates of your booking we will endeavour to accommodate this. However, we may have made arrangements on your behalf that cannot be altered without cost. Therefore the following conditions apply:
- Any request to change dates more than 56 days before the original start date will incur an administration fee. This fee may vary depending on the complexity of the arrangements of your booking, up to a maximum of £250.
- Any request to change dates within 56 days of the original booking start date may be treated as an outright cancellation at our discretion. In this case, the relevant cancellation terms (see above) will apply.
- If dates can not be altered due to lack of availability with our suppliers, then the booking shall be treated as cancelled.
3.3 Other alterations
If you wish to alter any specific arrangements of your confirmed booking we reserve the right to add an additional cancellation fee to cover the costs of any arrangements we cannot cancel without cost.
- Cancellation or Changes by Us
4.1 If we need to cancel or make a significant alteration to your booking we will endeavour to notify you at the earliest opportunity.
4.2 We reserve the right to make minor adjustments to your booking that do not constitute a significant alteration of the experience you have purchased. Minor adjustments may not be communicated in advance.
A minor adjustment may include, but is not limited to; changes to service providers such as a different guide, a change to a planned activity time, or a change of accommodation to one of equal or greater standard.
A significant alteration is one that fundamentally alters the experience you have purchased. This may include, but is not limited to; changing the planned destination of a trip, altering the length of a trip, or retracting an arranged service such as accommodation or transport.
4.3 In the unlikely event that Highland Guiding must cancel your original confirmed booking we will endeavour to offer alternative arrangements. In this event you have the right to either accept these alternatives or receive a full refund.
4.4 In the event that Highland Guiding must make a significant alteration to your booking this will be discussed with you at the earliest opportunity and alternatives offered. In this event you have the right to either accept these alternatives or receive a full refund.
4.5 Due to the nature of adventure travel some arrangements may be made (either directly or with 3rd parties) that can not be guaranteed to go ahead at the time of booking. Where such uncertainty exists we will inform you of this in your trip documents, along with alternative arrangements that may replace the original activity. Where such uncertainty has been informed in advance, the failure to provide that activity will not be considered grounds for compensation unless no alternative can be offered.
4.6 No liability will be accepted, or compensation offered, if Highland Guiding are unable to deliver our obligations to you as a result of Force Majeure, i,e as a result of circumstances beyond reasonable control. Such circumstances may include (but are not limited to) war, riot, civil strife, terrorist activity, industrial dispute, natural disaster, exceptional adverse weather conditions, fire, flood or an outbreak of serious illness at your holiday destination, closure.
Force majeure also includes the coronavirus pandemic and its impact, such as travel restrictions and the measures and other actions being taken by governments, public authorities and businesses to control and manage its effects.
4.7 Client Behaviour
Highland Guiding reserves the right to terminate your contract without notice or right of compensation – before or during your trip or experience – in the event that your behaviour causes danger, damage or distress to any 3rd party persons or property. No refunds will be made and no expenses will be paid in respect of any costs incurred as a result of the termination.
- Adventure Travel and Activities
5.1 Risk Inherent Activity
It is a condition of booking that you understand and accept that some activities offered by Highland Guiding are deemed ‘risk inherent’. This means that while all reasonable precautions to ensure client safety are taken, it is not possible to completely eliminate the possibility of inconvenience, discomfort, injury, illness or death brought about as a result of such activities due to naturally occurring hazards. Highland Guiding will not accept liability for the impact of such hazards where all reasonable steps have been taken to mitigate such risks.
5.2 Alterations to ensure safety and quality
Due to the potential risk presented by some naturally occurring hazards, Highland Guiding reserves the right to make minor alterations to your arrangements to mitigate risk, ensure your safety, or to safeguard the quality of your experience.
For example, this might include your guide altering a planned hiking route due to the hazards of weather, or trail closures due to damage/erosion, or the presence of wildlife or livestock.
5.3 Client Fitness and Ability
Highland Guiding will endeavour to clearly communicate the physical requirements and difficulty of all activities prior to booking, in the form of clear information about distances, elevation changes, and terrain. However, some potential clients may not be physically suited to all activities offered for reasons of fitness or medical conditions.
It is therefore your responsibility to ensure when you book that your own level of physical ability is suitable to the activities offered, and that you bring all essential clothing and equipment as advised.
If, in the opinion of Highland Guiding staff, your level of fitness falls below the minimum requirement for a given activity, such that your participation does or could present a risk to your health or that of others, then Highland Guiding reserves the right to alter the planned activity, or cancel your participation in that activity. In this event no refund or compensation will be given.
- Insurance
6.1 It is strongly recommended that you buy appropriate travel insurance when you book with us.
An insurance policy can safeguard you and your investment before and during your adventure with Highland Guiding. While we are not able to advise on the specifics of particular providers or policies, you may wish to consider the following circumstances:
- Cancellation of your booking before or during your adventure with Highland Guiding resulting in a loss of your money.
- Cancellation or alteration of your travel arrangements to and from the start of your adventure resulting in loss or additional costs to you.
- Loss of baggage or personal effects.
- Medical costs and repatriation in the event of illness or injury.
6.2 By booking with us you accept liability for any damage or loss to 3rd parties you cause during your adventure. You will also be liable for any claims made against us as a result of damages or losses you cause. This may include your own and other party’s legal costs.
- Medical Conditions and Dietary Requirements
7.1 Please advise us at the time of booking if you have any medical conditions that require any special arrangements, or which could cause a medical emergency, or would be relevant to first aiders/medical professionals in the event of injury or illness.
Having a medical condition does not necessarily preclude you from participation, but we may ask for further information about your condition to help assess if your condition presents any additional risk to you during the planned activity.
7.2 Please advise us of any dietary requirements you have at the time of booking so we can inform the relevant suppliers. While most suppliers throughout Scotland can manage most common diets and restrictions, in some cases suppliers in more remote areas may not have suitable options unless informed in advance. Highland Guiding can not guarantee all dietary requirements will be catered for if not informed at the time of booking.
- Personal Information and Data Protection
8.1 In order to process your booking and deliver your adventure we will need to collect certain personal information from you at the time of booking, including name, address, email address, telephone number. As noted above we will also ask for medical, mobility or dietary information. Highland Guiding Ltd is the data controller of any personal information that you provide to us.
8.2 In order to facilitate your adventure, personal information you provide to us will be shared with relevant third party suppliers such as accommodation providers, restaurants and activity providers.
- Passport, Visa and Immigation Requirements
9.1 It is exclusively your own responsibility to ensure that you meet the requirements regarding passport, visa and immigration status validity to travel to Scotland. Highland Guiding accepts no liability for any costs associated with acquiring such documents. If you are unable to start your trip due to being refused entry to the UK this will be treated as a cancellation.
- Complaints
10.1 If you feel you are unsatisfied with any aspect of your experience or have grounds to make a claim or complaint, please immediately make it known to your guide at the earliest opportunity. This gives us the best opportunity to resolve the situation promptly and satisfactorily before the end of your adventure with us.
If you feel unable to raise this with your guide, or feel they have failed to resolve the situation satisfactorily, please contact us at the earliest opportunity so we can try to resolve the matter before you return home.
If any claims or complaints remain unresolved after your adventure with us please put this in writing within 28 days.
- Limitation of liability
11.1 Highland Guiding shall not be liable for any harm, loss, damage or expense suffered by you caused by the following:
- Your own actions or omissions.
- Medical emergencies.
- 3rd parties not connected with your booking with us, where their act or omission was unforeseeable or unavoidable.
- Instances of Force Majeure, as detailed above
11.2 Highland Guiding shall not be liable for any harm, loss, damage or expense caused to 3rd parties arising by your actions or omissions.
11.3 Highland Guiding shall not be liable for harm or loss related to any service or activity you undertake during your adventure with us which we have not ourselves directly arranged for you.
- Acceptance and Variation of Booking Conditions
12.1 By booking with us you agree to be bound by these terms and conditions, which shall be considered binding upon the confirmation of your booking. Highland Guiding Ltd agrees to carry out our obligations to you as per the adventure information we provide.
12.2. These terms and conditions can only be waived in writing by a director of Highland Guiding Ltd.
12.3. Scottish law shall apply to these booking conditions, your booking contract, and any dispute or claim between you and Highland Guiding Ltd.
