Cancellations and refunds

Effective date: 7 November 2026 · version 2026-11-07-v1.

This policy applies to the individual day activities covered by our Booking terms. Package trips have separate terms and statutory protections, which we provide before booking.

Bookings and enquiries

The current standard activities use instant booking through Bókun checkout. A non-binding enquiry does not create a booking or take payment. No cancellation fee is charged for withdrawing an enquiry.

If you cancel a confirmed activity

Contact [email protected] as soon as possible. Include your booking reference and tell us whether you want to cancel or ask for a change.

For a dated leisure activity, online booking does not normally give you the general 14-day cooling-off right. Your cancellation rights under this policy and mandatory law still apply.

Standard winter activities use our 14-day cancellation policy. Cancel at least 14 days (336 hours) before the activity start for a full refund. Cancellations with less notice are non-refundable, subject to mandatory legal rights and any specific terms supplied with your booking.

Contact us if you need a change or want us to review the circumstances. Existing bookings retain the terms supplied when they were made; a website update does not change an existing contract.

Any mandatory right to cancel without charge remains unaffected.

Changes to dates, participant numbers or activity type depend on availability. We explain any price difference or reasonable charge before you accept a change. A requested change is effective only when agreed in writing.

If we need to cancel

We may have to cancel an activity up to and including the activity day, before it starts, if it cannot be provided safely or substantially as agreed. This can include unsafe weather or ice conditions, an authority restriction, or sudden loss of an essential guide, vehicle, facility or operator where a suitable replacement cannot be arranged.

We tell you as soon as we know that cancellation is necessary, explain the reason and, where practicable, offer an alternative.

If we cancel the whole activity before it starts, you receive a full refund of all amounts paid to us for that activity, including mandatory booking charges. You do not have to accept a different activity, date or voucher.

This policy does not give us an unrestricted right to cancel a confirmed booking at our discretion. An operator becoming unavailable does not automatically amount to force majeure or remove any liability we may have under applicable law.

Changes or interruption after the activity starts

A guide may need to adjust a route or stop an activity for a genuine safety reason. If a material part of the agreed service is not provided, we assess an appropriate refund or price reduction for the unprovided part, together with any other rights you have.

Minor reasonable adjustments that preserve the agreed activity do not automatically entitle you to a full refund. A substantially different replacement requires your agreement.

How refunds are made

We initiate refunds without undue delay and no later than 14 days after cancellation. For a customer cancellation involving a lawful cancellation charge, we explain the deduction and return the remaining balance.

Refunds go to the original payment method unless you expressly agree otherwise. We do not deduct our own processing or cancellation fee when we cancel your activity. Your bank or payment provider may take additional time to display the credit.

Other costs and legal rights

A refund does not automatically settle every possible claim. Responsibility for other losses depends on the circumstances and applicable law. Nothing in this policy excludes compensation or another remedy that you are legally entitled to receive.

Your separate flights, accommodation and other arrangements are not part of the activity booking unless we expressly sold them as part of the same contract.

Questions or cancellation notices: [email protected].