Terms & Conditions
TERMS AND CONDITIONS
1. Medical Conditions.
Please let us know on your booking form if there are any medical conditions we should be aware of. Some sessions will be morephysically demanding than others. We are happy to carry medication in a dry bag on your behalf. All participants will be required to complete a medical questionnaire on the website via google forms or complete in person on site.
2. COVID-19.
If you, or anyone you have had contact with, have tested positive or had any Covid-19 symptoms in the last 10 days, please do not attend your session. If you develop any symptoms within 10 days of attending your session then please let us know also. Between each session we deep clean our equipment with disinfectant spray, paying special attention to high contact surfaces such as Deck Matts, carry handles, PFD's and paddles.
3. Central Scotland Adventures takes health and safety very seriously. We are continuously reviewing and revising our operations based on the latest Scottish/UK Government and Water Skills Academy guidance.
4. General Data Protection Regulations (GDPR).
At Central ScotlandAdventures we are committed to protecting the privacy of our clients. We will onlyuse the information collected about clients in accordance with the GDPR 2018. We will not contact clients in the future unless given consent to do so by the client on the booking form. We will not transfer clients’ personal information to any third party. Children’s information will be protected and not shared without the consent from parents or legal guardians.
5. Cancellation Policy.
If you cancel:
· Cancellation more than 1 week in advance: we are happy to offer a 75% refund or an option to switch to a future session.
· Cancellation less than 1 week notice: we are happy to offer a 50% refund or an option to switch to a future session.
· Cancellation on day: unfortunately we are not able to offer a refund or an option to switch to future sessions.
If we cancel:
· Unfortunately, due to water or weather conditions we may have to cancel.
If this occurs we will happily offer you an alternative date for your session.
6. Communications Policy.
Central Scotland Adventures are committed to ensuring communications with our staff and clients are both timely and polite. We will use the following methods of communication with staff and clients:
· Social Media (Facebook and Instagram).
.· Website
.· Text and Whats App
.· Phone calls.
7. Staff and Client Feedback.
Staff have the opportunity to give feedback directly to the Central Scotland Adventures Directors. We promote open dialogue and empower the staff. They have the ability to feedback verbally ‘as and when’, formally in person through our quarterly staff training session or via email and text messages.
8. Clients have the opportunity to feedback through instructors at the end of a session, however we encourage them to leave formal feedback (both good and bad) via our email, social media or website facilities.
9. All feedback is kept confidential and filed in accordance with GDPR.
10. Complaints Policy and Procedures.
Central Scotland Adventures takes complaints from staff and clients very seriously and we are committed to investigating all complaints and allegations.
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11. Staff and Clients.
If staff or clients are unhappy with either treatment or experiences they can formally complain with email or in writing to the following: ·
Central Scotland Adventures Director
Central Scotland Adventures
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Phone: 07951940570
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Postal Address:
12 Longfaulds Place
Smithstone
Cumbernauld
G68 9GX
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Centralscotlandadventures@gmail.com
Water Skill Academy
The Director Water Skills Academy
Head Office Phone: 0333 987 4992
Email: info@waterskillsacademy.co.uk
Postal Address:
Parker Accountants
10 Waterside Court,
Albany Street,
Newport,
NP205NT
Website: www.waterskillsacademy.co.uk
12. Recording and Resolution of the Complaint.
• Central Scotland Adventures is notified of a complaint.
• All complaints are recorded on the Client Complaint Register.
• The company investigates the complaint
.• Clients are notified by writing the outcome of the complaint within 60 days from the time of receiving the complaint.
• All complaint information is filed on the Complaints File Dissatisfied Outcome
• Should the client not be satisfied, then the client can seek arbitration by a third party acceptable to all parties to the grievance
.• If the complaint is not satisfactorily resolved within 60 days from the occurrence of the complaint, the client may request the company to seek the services of a third party
.• Arbitration will be undertaken when both the company and the client agree on a third party
.• If the complaint/grievance is still unresolved, the client will be advised of external organisations of appeal this will be supported with WSA