I, the client

1. accept that the deposit is non-refundable. Once I have committed to my itinerary, I will

pay the deposit detailed on the booking form within the specidfied time

2) will pay 100% of my balance immediately, if I am booking within 8 weeks of the start of the trek.

3) will pay the total balance due, 8 weeks before departure. I understand that I cannot go on my trek or expedition if I have not paid my balance in full 8 weeks prior to commencment of the trek.

4) will pay a £50 admin fee if I ask for changes to my booking, after paying the deposit or full amount. I understand that requesting changes after bookings have been made, incurs additional administration costs for 'Tough Mountain' and providers of accommodation.

5) will arrange my own travel/medical insurance, visas & flights. I understand that I am wholly responsible for my insurance and that it is compulsory for going on any holidays organised by 'Tough Mountain'. The policy I book will include mountainous trekking activities, helicopter rescue and repatriation with no exceptions. I also understand that I am wholly responsible for the arrangement of the visas and flights necessary for my trek or expedition. I except that I must submit my policy for inspection by the tour leader prior to commencement of the trek.

6) will declare any ill-health or relevant medical information. At the time of booking, I will inform 'Tough Mountain''of all medical conditions. In the case of my undeclared ill-health impeding the progress of a trek, I understand that 'Tough Mountain' may seek to recover costs incurred by my failure to declare relevant health issues.

7) will be fully informed before I leave. Before my trek begins, I will read all of the 'Tough Mountain' website and joining information sent to me; will fully understand the nature of my trek ; and will digest all the relevant information and ask all the questions that I need to. I will especially know exactly what is expected of me in terms of fitness and conduct.

8) accept that I am responsible for my actions. I understand that my choices and behaviour have an impact on others. I will act in the best interests of the group, for the entire duration of my trek.

9) accept that occasionally 'Tough Mountain' has to make changes. I understand that weather can be highly unpredictable and that occasionally public transport is delayed; someone might be taken ill; civil strife, military action, diseases and natural disasters can happen; or that the needs of the group including my own, may alter while I am on my trek. I know that in fact, anything can occur despite the very best preparation and planning. I will accept any changes that WBA has to make on my trek or expedition, when unforeseen events arise.

10) accept that there is risk involved. I know that regardless of preparation and planning, the nature of trekking and especially trekking in mountainous environments is such that risk is involved from the moment I set out.

11) undertake to resolve any dissatisfaction as soon as it arises. I will address any problems I have immediately, by discussing them directly with the person concerned. I understand that I must address the person in a clear and polite manner. I also understand that if I have not addressed the person concerned after a period of one month from the start of my trek , I am not entitled to do so.

12) accept that these booking conditions supersede all those previously issued. I understand that 'Tough Mountain' constantly update their booking conditions based on experience and in order to improve the quality of their treks and expeditions.  

Duncan Boar, acting as 'Tough Mountain':

1) 'Tough Mountain' have the final say in all matters of safety. You book with the understanding that I make the final decisions about your and the group's safety. If I am of the opinion that your fitness, health, anti-social or illegal behaviour may endanger the safety of the rest of the group, I have the authority at any time to exclude you from continuing on the holiday. In this situation you are not entitled to a refund or compensation. I additionally reserve the right to change your itinerary for safety reasons, at any time.

2) is not responsible for delays in public transport. I will always try to pick the best operators and devise routes which are as unsusceptible as possible to delay. However I cannot guarantee the smooth-running of public services and in the event of a delay, I can only undertake to respond as effectively as possible according to the circumstance.

3) can change your guide, if necessary, at any point. In the very unlikely event that I need to do this, I will only substitute your guide for another with equally appropriate qualifications.

4) will do my very best to respond to suggestions and dissatisfaction. I will listen carefully to any suggestions or problems you might have and respond in an efficient and caring manner. If I do not agree with the point you raise or cannot respond as you would like, I will give you a full explanation why.

5) do not refund part or unused treks. Please seek compensation with your nominated insurance broker.

6)  Cancellations made before and at 10 weeks will receive a refund of total payment, less deposit. Refunds due to cancellation made less than 10 weeks before holiday at 'Tough Mountain' discretion. 

7) give a full refund, if 'Tough Mountain' cancel at any point. In the unlikely event that we cancel your trek or expedition, every effort will be made to arrange an alternative itinerary. If an alternative itinerary is not available, I will refund the total amount you paid.

8) will protect your privacy. I will not sell or give your personal data to any other person on your trek or expedition or to an outside agency, unless required to do so for legal purposes. I may occasionally email or telephone you but you can request us to take you off our contact list at any time. Additionally, if you make this request  I will do so immediately and permanently.

 

Complaints

In the first instance please inform the guide on the tour of any complaints you have. If outside of the tour then please contact 'Tough Mountain' by e mail, using the website contact page, staing in as much detail as possible, what your complaint is about. We will endeavour to resolve your complaint immediately where practicable or respond to acknowledge and begin investigating your complaint within 7 working days or not activily running a trip or 14 working days if the guide is activily away running a trip.