FAQ & Cancellation policy
FAQ & Cancellation policy
FAQ & Cancellation policy
We provide a wide range of professional services to meet your needs. We promise to provide every service with a smile, and to your highest level of satisfaction. Sometimes however you may need to change your plans or the weather may interfere with our plans, to find out more I have hopefully answered your questions here. If not feel free to ask.
What 6 things do you need to know?
- How to Book & Pay; We have tried to make this simple but if you prefer the tried and tested method you can either email or phone. Payments can be taken by card, Bacs transfer or PayPal or even of course a good old cheque!
- Do you need to be fit? The trips are tailored to you, so you just need to be fit enough for a few hours activity but its at your pace.
- What to bring? For either activity anything that doesn't matter if it gets wet, yes it does rain here and you may capsize a kayak so cotton and jeans are NOT ideal!
- Personal responsibility; Participants need to accept that within the outdoor environment there are inherent risks present which we are unable to control but take care to minimise. By taking part in any outdoor activity you must accept a certain level of personal responsibility for your actions, awareness of the environment and others around you. You are responsible for arranging your own insurance cover before engaging in any activity and ensuring it meets your requirements. Kayak Wild Islay guides are covered under Scottish Canoeing and British Cycling Coaches respectively and have the governing bodies Third Party Coaching Indemnity and Public Liability Insurance to the value of £5,000,000
- Privacy and Data Protection; The information submitted when booking the activity is not shared with anyoone else outside of the Kayak Wild Islay team. It is used only in relation to your chosen activity with us in order to ensure your safety and comfort. During the booking process your email address is used to confirm the details of your experience and to give you any information you may need, it is not shared with anyone else. We also ask if you are happy for us to take photos and short video clips of your experience and possibly use them for advertising purposes on the website and social media. You can withdraw your consent at any time. The captured photos and video clips are for your use and will be sent via a dropbox link soon after your trip.
- What about accomodation and travel? Help with accomodation suggestions can be provided but a good place to start is www.islayjura.com. Islay is a popular place with visitors all year round and is well served with hotels, B&B's self catering and 2 campsites but prior booking is advised. CalMac provide a regular ferry service from Kennacraig but again at busy times it can get booked well in advance. Loganair fly direct flights from Glasgow as well.
Homemade flapjack is provided for all tours along with a hot drink! <Covid restrictions allowing>
Ok so thats the details bit! What about cancellations?
- Yes sometimes the weather can conspire against us! High winds can make it an unpleasent day and really high winds are not much fun on the bikes either! We do however, try our best to find an alternative starting point that will give us a bit more protection when possible.
- Kayak Wild Islay will do as much as possible to reschedule your activity during your stay or offer a full refund if that is not possible. Please remember that we only make that decision on the day and with your safety and enjoyment in mind. Please remember that looking out of your hotel window in Bowmore may give a different picture than we have in Port Ellen so let FatBike Islay make the decision with you at the meeting point!
- What about your change of plans? Well if its 30 days before your activity date you get a full refund, if less than 30 days before you get a 50% refund and if less than 10 days before then sorry but you dont get a refund as we will be unlikely to fill your spot at such sort notice.
- We do recomend you take out cancellation and curtailment insurance incase you need to cancel your booking.
- In these strange times like Covid19, everyones safety is paramount but we do ask you to consider leaving us with either a rescheduled booking or if you prefer, a full 100% refund will be arranged with perhaps a small contribution to help us provide tours in the future, this is not expected but greatly appreciated. Please see our Covid19 Declaration and KWI OPG Covid19 Policy for more information.