We understand circumstances change and you may wish to change the date/time of your session. We offer flexible rescheduling. Refunds minus admin/coaching fee will only be considered in unprecedented circumstances.

Flexible rescheduling:

first reschedule is FREE if email request to reschedule is submitted 5 days before the session's start; every subsequent reschedule will be subject to £15 admin fee
reschedule request submitted less than 5 days but more than 72hrs in advance will be subject to £15 admin fee
reschedule request submitted more than 24hrs but less than 72hrs will be subject to 50% charge of the value of the session
reschedule request submitted less than 24hrs is treated as 'cancelled on the day' and full charges apply; partial refunds or credit vouchers for parts of payment can be offered only in exceptional circumstances and depending on the session type

All requests to reschedule must be submitted by email to: info@active360.co.uk

CANCELLATIONS AND/OR CHANGES MADE BY ACTIVE360

1. Cancellations by Active360

We very rarely need to cancel or postpone sessions due to inclement weather, adverse river conditions or circumstances beyond our control e.g. unexpected river closures, red flag warnings etc. In such situations we will offer an alternative day/time at no extra charge accommodating your requirements as much as possible or a credit note for future booking if you are unable to make immediate alternative plans.

Refunds will be considered in some circumstances but these are only made on individual basis.

Weather conditions in the UK are changeable and we are used to operating in various conditions. When the conditions are not favourable we may contact you in advance to see whether you still wish to continue with your booking or you would rather postpone.

We are not able to accommodate customers’ weather preferences and we have run some of our best and memorable sessions in challenging conditions e.g. rain and/or wind.

Please share your concerns with us and we will be happy to discuss with you and make any reasonable adjustments to ensure you have an enjoyable experience.

* All our business clients are advised to take out insurance against cancellation of event. Individual clients may wish to consider exploring this option.

2. Changes to group sessions by Active360

Active360 reserves the right to reschedule timetabled group sessions due to low client demand (min. number of participants not reached) or instructor unavailability. Alternative dates will always be offered to customers at no extra charge.

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