Terms and Conditions

How to Book
To make a booking please use the booking facility on this website. Alternatively you can use the contact us page to submit a request.

Our trips and hire options are limited in numbers and are therefore subject to availability. School and Bank holidays are often busy as are weekends, so whilst late bookings are welcomed, book well in advance to avoid disappointment.

Payment
We normally take full payment online at the time of booking through our Paypal account. 

Trip Information and Joining Instructions
When you book you will receive information and joining instructions for your trip, directions on how to get here, what to bring and other useful local information. Once your booking is confirmed and payment received we guarantee there will be no price alterations or surcharges.

Hire

As the river is tidal, you must assure us that you can kayak proficiently, and know what to do in the event of a capsize. Singles are only recommended for those with previous experience of such, as they are slightly less stable than doubles. If in doubt, book a double and ask us for advice. We reserve the right to cancel a hire booking if we believe you would put yourselves and others in danger.

Cancelling your Booking or Changing your Dates
If you cancel your booking up to 24 hours before departure you will receive a full refund less a £5 per person cancellation fee or, if available you can transfer to another date for a £5 per person transfer fee. We do not refund or offer transfers to no shows or those who cancel within 24 hours of departure as we will already have arranged equipment and staff cover and are unlikely to be able to resell your place at short notice.  

Cancellations by Encounter Cornwall
We will run trips and offer hire providing two or more people book. So they will run unless there are circumstances beyond our control – such as adverse weather conditions. If we do cancel you will be able to choose an alternative date or receive a full refund.

Safety
Your safety and enjoyment is of prime importance to us.

As part of the booking conditions you must agree to follow the instructions and guidance provided in our information and by our staff. In addition you must act sensibly and prudently at all times with regard to your safety and of others and their property.

You must advise us of any medical conditions in your party that may affect their ability to paddle.

Parental Responsibility
Parents or legal guardians of children under 16 undertake to take full responsibility for their children and supervise them at all times. To satisfy current legislation, children under 16 will not be allowed to undertake Encounter Cornwall trips without their parent or legal guardian accompanying them.

Complaints
If you do have any problems concerning your trip you should contact us immediately and we will do our best to resolve the situation immediately. If we are unable to do this, complaints should be put in writing to our office as soon as is reasonably practical and within 14 days of the end or the trip.