Updated 31/7/23

GUIDED TOUR TERMS AND CONDITIONS

Mountain biking and other cycling-related activities inherently involve certain risks. By participating in these activities with Hidden Routes and Llys Meddyg Ltd (Hidden Routes) you accept and acknowledge these inherent risks. While every effort will be made by our guides to manage and mitigate these risks in accordance with current best practices, it is important to recognize that they cannot be eliminated.

Rest assured, our team of experienced guides will prioritise your safety and well-being throughout the activities. They are well-versed in the most up-to-date risk management protocols and will ensure that the necessary safety measures are in place.

Thank you for entrusting us with your adventure. We look forward to providing you with a thrilling and safe experience.

SAFETY

Tours at Hidden Routes are led by a guide. You must listen carefully to them before and during the activity.

No activities can be carried out until a rider information form has been completed in full for all participants. You will be sent this upon completion of your booking or if necessary given the opportunity before your activity begins. The rider information form must be completed accurately and to the best of your knowledge, incorrect DOB’s or other details provided either knowingly or unknowingly free Hidden Routes from blame in the event of an incident.

Minimum age for participation is 14 years, due to the legal age to ride e-bikes on public highways in the UK. Riders under 18 years of age must be accompanied by a parent or guardian.

Helmets are required to be worn by the participants and they must be worn correctly at all times when riding the bikes. Non-compliance will result in your activity being cancelled without refund or compensation.

It is advised that pregnant women should not participate. Hidden Routes cannot be held accountable for any injury caused to you, or your child should you wish to participate in any activity.

Potential clients with disabilities should contact Hidden Routes to discuss options before booking. We will try where possible to accommodate all clients.

At Hidden Routes, safety is our top priority. To ensure a safe and enjoyable experience for everyone, please adhere to the following guidelines:

Avoid using mobile phones while operating our e-mountain bikes. However, exceptions are allowed for emergency phone calls or taking pictures. In such cases, we kindly request you to stop the bike to ensure safety.

No headphones / earphones are to be worn at any time while operating our e-mountain bikes.

Hidden Routes, its employees and freelance staff are not liable for any injuries caused to you or by you to others while using our e-mountain bikes.

Helmets must be always worn during the tour for your protection.

For added safety, we recommend considering additional protection such as elbow/knee pads.

If you ever feel uncomfortable with the terrain or any aspect of the tour, please inform your guide immediately. Your well-being is our utmost concern, and we are here to address any concerns you may have.

Remember, you always have the option to walk if you find the terrain challenging or beyond your comfort level.

Please avoid bringing valuables with you. If you choose to bring valuables or entrust our staff with valuables or car keys, it is at your own risk.

PRICES PAYMENT AND REFUNDS

Dress codes are advised on the telephone and in email correspondence and can be found on our website hiddenroutes.co.uk. No refunds will be given due to not adhering to these requirements.

Cancellation 30 days prior: Customers can cancel a booking more than 30 days before the scheduled activity start time with no penalty. A full refund or rescheduling option will be provided.

Cancellation 29-8 days: Cancellations made 29 -8 days before the scheduled activity start time may be subject to a cancellation fee of 50% of the total trip cost. The remaining amount will be refunded or can be applied toward a future trip.

Cancellation 7 days or less or no-show: Cancellations made 7 days or less before the scheduled activity start time or no-shows will be charged the full trip cost, and no refund or rescheduling option will be available.

Rude, aggressive and non-compliant behaviour will result in the activity being stopped immediately and you being asked to leave. Breach of safety protocol as directed by the guide will not be tolerated under any circumstance. No refunds will be issued.

If participants are under the influence of alcohol or drugs, the activity will be stopped immediately, and you will be asked to leave. No refunds will be issued.

If at any stage during an activity, the guide deems you unsafe, or incapable of progression through the activity or you decide you no longer want to continue, no refunds or vouchers will be issued.

Refunds will be processed through the original payment method and may take up to seven business days to process.

ADVERSE WEATHER

In the event of activities not being able to go ahead or stopped midway through, Hidden Routes will either rearrange your activity or issue a voucher. This will be at the discretion of Hidden Routes management and/or staff.

Should you take the decision to not attend on the day due to the weather, no refunds or vouchers will be issued. Hidden Routes is an outdoor activity centre and as such has to operate where possible regardless of the weather until this affects participant and staff safety or will cause damage to equipment in the case of electrical components and water ingress.

Hidden Routes reserves the right to postpone, cancel or rearrange your activity at any time due to inclement weather.