Introduction

Here at Norfolk Outdoor Adventures we understand that sometimes the weather can turn against us and also that life changes and can occasionally get in the way of us having a good time! Therefore we thought it fair to clearly advise you as to what our policy is on cancellations - wether it’s due to canceling/postponing activities and experiences due to circumstances beyond our control or from a cancellation of a booking directly from the participant. 

Cancellation due to inclement weather

 All lessons, activities, experiences and coaching are subject to weather conditions and the availability of instructors/guides and maybe be cancelled or postponed at short notice. Please be aware that in the case of beginner/novice SUP activities the maximum wind speed that a SUP activity will be allowed to take place is 14/15 mph (or 12/13 knots), above this level then the beginner/novice will quite simply not be able to cope or indeed learn anything and therefore as a result the session will be cancelled. Should this be the case then you will be notified as soon as possible (certainly by the evening before) and sent a Credit Voucher which will enable you to re-book for any of our sessions or activities in the future which will be valid for 1 calendar year from the date of booking.

Participant Cancellation

Participant cancellations can within a 7 day cooling off period of the date of the booked event, are able to cancel their booking subject to 25% administrative fee. Any cancellations by the participant(s) within 24 hours of the planned activity cannot be refunded. This can only be applied to original bookings only and is not applicable to any vouchers or credits which arose from the original booking. 

Minimum Pre-Booked Participation Requirements

As you can understand it takes quite a lot of organisation and planning to run our group activities successfully, therefore we will only run our pre-bookable group activities if we have received the minimum booking numbers to make the activity work on the day. Please see what these minimums are by looking at the individual activities we offer as they will differ from one to the other. Should the activity look like it will not take place due to insufficient bookings, you will be notified of it’s cancelation as soon as possible (5pm night before at the latest) and as we don't want you to miss out - a gift voucher will be sent you to enabling you to re-book for any of our activities, course, craft hire or coaching in the future and will be valid for 1 calendar year from the date of booking.

Natural Disasters

No refunds will be offered if cancellation is due to an unforeseeable natural disaster (Force Majour) or ‘events outside our reasonable control’. We will of course honour your booking going forward and will offer you a unique credit voucher which will enable you to re-book for any of our activities, course, craft hire or coaching in the future which will be valid for 1 calendar year from the date of booking..

COVID-19 Coronavirus:

Specifically, in no event will we be liable for any loss or damage whatsoever without limitation arising from the contracting of COVID-19 Coronavirus whilst engaging in any of our activities and/or sessions and by agreeing to this you thereby release and discharge us from any claims and liabilities against us due to any COVID-19 Coronavirus circumstance which might occur. 

We will of course honour your booking going forward and will offer you a unique credit voucher which will enable you to re-book for any of our activities, course, craft hire or coaching in the future and will be set with no end date.

GUIDANCE AND BEST PRACTICE:

We’re following all government guidelines and have been actively involved in scoping out industry best practice in partnership with key outdoor industry bodies and specialists. Once confirmed, we’ll complete all necessary assessments and certification to validate our policies. 

OUR TEAMS, SUPPLY CHAINS AND PARTNERS:

We’ll share as much information as possible to provide assurance and transparency.
We’ll update our booking communications to provide additional information relating to health and hygiene. 

Where possible we will try and get as many sessions pre-booked in advance and will encourage and promote this through our communication channels.

New signage and focus points will be added at our location to promote hygiene and social distancing.

CLEANING:

A new risk-based approach to cleaning will be implemented and all team members will be trained accordingly. Hand sanitiser will be available at check in areas including check in areas. We welcome and encourage customer use of this prior to touching kit or browsing any shop items. 

SOCIAL DISTANCING:

We will maximise our outdoor areas to create more space for clients. We’ll also promote a ‘one way’ client flow through to the hire desk/checking in area at the beach to maintain social distancing and to limit the number of people queuing at any one time. 

CAPACITY:

We’ll adhere to restrictions relating to instructor/pupil ratios for season 2021. We will adhere to government and industry guidelines to ensure we are following best practice. 

OUR ACTIVITIES:

We will take all the necessary steps to ensure that we deliver our sessions abiding to social distancing rules. We will ensure that kit is properly sanitised and safe to use. 

OUR FACILITIES

Our Waterside unit will be off limits to our clients and is only to be accessed by our staff at this time. We will have a contact tracing system in place Card payment facilities will be available and will be preferred method of payment although we will accept cash.