The way we do things
Terms and conditions for Polcoombe Events
We want you to get the most out of your experience. We’re a friendly, honest bunch and we like to keep things clear and simple, so we’ve set out some easy guidelines on what you can expect from us and what we in return, expect from you.
Event bookings
To attend an event, you must:
- agree to our terms and conditions
- read the camp practical’s
- book and pay for it in advance through ‘Eventbrite’
- provide us with an email should we need to contact you pre-event
- provide all the names and ages of all parties attending
- tell us of any medical conditions of all parties attending
- provide an emergency name and contact number
Booking fee
*We absorb the cost of the booking fee into your ticket price, so you don’t have to pay extra. However, in cases where you need to be refunded, the booking fee cost is non-refundable.
Booking fees are: £0.49 + 6.5% + VAT @ 20%
On a £10 ticket the fee equates to: £0.49 + (6.5%) £0.65 + (VAT) £0.23 = £1.37
Arrivals
All events start promptly at the parking area. Please arrive 10-15 minutes early to ensure you’re ready to walk to the base camp at the start time. The base camp is a short 10-15 minute walk along a flat track.
We will provide you with the mobile number of the event leader 1 week prior to the event. Please communicate with them ASAP when it is safe to do so, if you know you will be late so we can make every effort to accommodate you. Latecomers will have to make their own way to the base camp, although bear in mind that some events are not situated there for long and it may not be possible to wait for you.
Should you miss the event due to a late arrival, no refunds will be provided.
Cancellation by us
Polcoombe events generally happen come rain or shine. Whilst every effort is made not to, there are occasions when adverse weather conditions might force us to cancel at short notice. In such circumstances the event will be re-arranged.
Illness strikes even the hardiest of creatures, so if one of our event leaders must cancel due to illness or other unforeseen circumstances, the event will be re-arranged.
We appreciate a new date might not be convenient, in which case we will refund your money in full*.
Our events are in part social events and wouldn’t quite work without a set number of people. In case we don’t reach a minimum number of attendees, we reserve the right to cancel an event at short notice and refund your money in full*.
Cancellation by you/Refund policy
For any event cancelled, we will refund you:
- in full* up to 4 weeks before the start date
- 50%* up to 10 days before the start date
- Cancellations made less than ten days before an event are 100% payable.
*please note the booking fee is non-refundable – see above
Because we need to prepare in advance and buy in certain materials, we hope you’ll agree that it’s reasonable to expect these deductions from your refunds.
To request a refund, please contact us by email info@polcoombe.co.uk and we will respond within 5 working days.
Conduct
We want everyone to enjoy their experience at Polcoombe. As such our leaders will need to give reasonable instructions, which we’d expect you to follow. We also expect a certain standard of conduct that is respectful, does not disrupt the event and doesn’t put anyone at risk. If supervising children, we also expect you to maintain the same level of conduct from those children.
In the unlikely event that these expectations aren’t met, we would arrange for that person to be removed without being entitled to a refund.
Consent forms
Some of our events will require you (or parent/guardian) to sign consent forms and require extra medical information. We may email these to you to fill in advance and bring with you on the day, or they must be completed and signed before you start, otherwise you may not be able to participate.
Medication and first aid
We’d expect if you or your child requires any medication such as inhalers, insulin etc, it must be brought to the event for use in case of an emergency by the parent of the child or a First Aider. NB If a child arrives for an event without their emergency medication then the event leader reserves the right to refuse entry (for the protection of all parties)
All events will be attended by a trained First Aider.
Liability
Polcoombe is by its very nature a wild environment and not absolutely free from hazards. While every effort has been made to minimise risk, there may be circumstances in which an accident could occur that is not the fault of the event leaders or Polcoombe.
Polcoombe or any event leader takes no responsibility for the loss or damage to personal possessions and attire, which is the sole responsibility of the participant (or parent/guardian).
Insurance
All of our event leaders are professional and are required to have Public Liability insurance.
Those leaders working with children or vulnerable adults are also required to be DBS checked.
Should you require this information, please email us: info@polcoombe.com
We would advise you to take out personal insurance of the type available to holiday makers to cover the risks ordinarily covered by such policies including personal injury, loss of belongings, money and cancellation.
Protecting your privacy
Any personal information, stored on paper, relating to adults or children attending sessions will be destroyed after they have finished their attendance. Emails provided for booking purposes will not be automatically added to our mailing list, unless you subscribe to our mailing list to receive seasonal newsletters and occasional event updates.
Please see our privacy policy for further details
Photography
We love what we do and enjoy sharing it to build our community and encourage others. As such we occasionally take photographs during the events, including participants, to be used for marketing and publicity purposes, such as on our website, social media platforms and printed materials. We respect your privacy, so our photographer will always double check with you on the day, but we’ll assume that unless you’ve written to us beforehand, you’re happy for us to do this.
Feedback, concerns and complaints
We do everything we can to make sure you have the best experience possible and we encourage all your feedback so we can continue to make the experiences better. We actively encourage a two-way conversation about anything that has caused/is causing concern. Feedback can be given verbally in person, or in writing by email to info@polcoombe.co.uk
Before making a complaint, we would expect you to have informed the leader of the event on the day so that we have an opportunity to rectify it. If after that you feel it has not been resolved, we would expect you to put it in writing within 28 days of the event to: info@polcoombe.co.uk
We aim to be as open, honest and as straightforward as possible with you in order to maintain a constructive two-way flow of communication.
We hope all that makes sense, but please get in touch if you need further clarification on anything.