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Booking Terms and Conditions

How to Book

To make a booking please contact us or submit a booking request so that we can confirm the availability of your trip and the total price. 

All our trips are limited to small numbers and are therefore subject to availability. Bank holidays and weekends are often busy, so please submit your booking request well in advance to avoid disappointment.

Payment

We normally take payment on the day of your trip prior to departure either by cheque or cash. Alternatively you can pay in advance by cheque or transfer the money directly into our account (please ask for details).

We will send you information and joining instructions for your trip, directions on how to get here, what to bring and other useful local information.

Once your booking is confirmed we guarantee there will be no price alterations or surcharges.

Changing your Booking

We will do our best to accommodate changes to your booking.  Please contact the office in the event of having to change your dates and we can advise on what costs would be involved. Please see the notes below about Travel Insurance which may well cover you if you have to change dates due to unforeseen circumstances.

Cancelling your Booking

If you need to cancel your booking we require you to confirm this in writing (or by email) to our offices. 

Cancellations by Encounter Cornwall

We will run trips providing two or more people book (hour bookings are required for National Trust trips). So your trip will run unless there are circumstances beyond our control such as unsafe weather conditions for canoeing.

If we do cancel your trip you will be able to choose an alternative trip or receive a full refund if you have paid in advance.

E-mail

Wherever possible we will supply you with your invoice, correspondence and information using email as this helps to keep the prices of our trips down for you and also helps minimise our impact on the environment. However, if you are unable to receive information this way, we will use the normal postal service to get information to you.

Safety

Your safety and enjoyment is of prime importance to us.

As part of the booking conditions you must agree to follow the instructions and guidance provided in our information and given to you by our staff. In addition you must act sensibly and prudently at all times with regard to the safety of your group and of others and their property.

You must advise us about any medical conditions of anyone in your group that may affect their ability to canoe. 

Parental Responsibility

Parents or legal guardians of children under 18 undertake to take full responsibility and supervision of their children at all times. To satisfy current legislation, children under 18 will not be allowed to undertake Encounter Cornwall trips without their parent or legal guardian accompanying them.

Complaints

If you do have any problems concerning your trip you should contact us immediately on the telephone numbers provided with your booking information sheet as we will do our best to resolve the situation immediately. If we are unable to do this, complaints should be put in writing to our office as soon as is reasonably practical and in any case within 14 days of the end or the trip.

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