If your plans change

A booking is confirmed once all three of these are true:

• We have received the required deposit or payment.
• You have received a booking confirmation from our team.
• You have given us all the details the service needs.

From that point we start committing: guides, transport, boat operators and activity providers are booked in your name. That is why the windows above exist.

Tell us as soon as you know, in writing. The charges in the table above then apply, counted back from your activity date.

If a supplier has already taken a non-refundable payment for your trip, that amount cannot be returned to you whichever window you are in. We will tell you what it is rather than hide it in a deduction.

If you do not arrive at the agreed meeting point, arrive too late to join, or decide not to take part once the activity has started, there is no refund. Boats leave on the tide and groups leave on time.

Moving a date is usually easier than cancelling it, for both of us. Ask early about changing your dates, the number of guests or the services you picked, and we will do what we can, subject to availability and any extra cost.

Marine excursions and outdoor experiences depend on weather and sea conditions. If we judge that conditions are unsafe, or government restrictions or events outside our control prevent the trip going ahead, we will either:

• Offer you an alternative date, where that is possible; or
• Refund you, taking account of the circumstances and any costs already incurred.

We will not run a boat trip we do not consider safe. Guest safety comes before a day's revenue, every time.

We may cancel or change a service because of extreme weather, safety concerns, government regulation or unexpected operational circumstances. If that happens we contact you and offer a suitable alternative wherever we can.

Approved refunds go back through the original payment method wherever that is possible.

• Processing time depends on your bank or payment provider, not on us.
• Transaction fees, banking charges and non-refundable supplier costs may be deducted.

Emergencies happen. If something serious has gone wrong, contact us and tell us what it is. We look at these case by case, and we would rather find a way to help than hide behind the table above.

Some experiences run with third-party suppliers such as boat operators, transport companies, hotels and activity providers. Refunds for those parts of a trip can be subject to that supplier's own terms, and we will be straight with you about it when it applies.

Send us your cancellation or refund request in writing and include your booking name and the activity date. We will confirm back to you.