CANCELLATION & DAMAGES

WHAT YOU NEED TO KNOW

DOGSLEDDING

SNOWMOBILING

TRAIL RIDING

HORSE CAMPS

IT’S IMPORTANT

CUSTOMERS UNDERSTAND

WHAT THEIR (AND OUR) RESPONSIBILITIES ARE WHEN YOU COME TO ENJOY THE DAY WITH US…..

summer horse camps, equestrian, western, english riding, riding camps, trail riding, ottawa, toronto, barrie, renfrew, pembroke, huntsville, belleville, kingston, peterborough

GENERAL POLICIES

Highland Wilderness tours policies are all based on the understanding that as a small business, our service to our customers is first and foremost the priority.  These cancellation and damages policies are heavily influenced by the fact that there are limited spots on weekends, and so it is important that we stay on schedule.

The winter activities take place in WINTER.  It is expected that customers who are travelling to us take responsibility for arriving on time for tours, and thereby are responsible for taking weather into consideration when travelling.  If it is snowing, or the forecast is looking challenging, please be sure and come the night prior, or plan on extra travel time, as weather conditions will NOT be considered an acceptable reason to cancel your tour.

Our schedule means that each tour must leave on time, particularly if it is a mixed group.  Mixed groups that have latecomers will be held only for TEN minutes, as we cannot keep other tour members waiting who arrived on time.

If you are a group that has taken an entire tour spot, and you are late, your tour will be shortened to accommodate the late start.

Please understand that while we wish to respect the customer, our policies are very important to the successful running of this business so please be sure before you book.

If for some reason, HIGHLAND WILDERNESS TOURS cannot run the tour for you due to weather or other pertinent reasons, there will be no charges or other penalties to the customer.

GIFT CERTIFICATES

(for ALL gift certificates)

If a person holding a gift certificate makes a booking, then cancels, our RESCHEDULE Fee of $50 per person plus tax will be charged to the holder of the gift certificate booking the tour.

Last minute, frivolous, or repetitive cancellations will result in a gift certificate becoming void & non redeemable in any way.

A  weekend cancellation can only be rebooked on a weekday time slot, as one weekend spot has been forfeited.

Rescheduled tours are all subject to availability, and cannot be held over to future years, nor transferred to others.

Please understand that while we wish to respect the customer, our policies are very important to the successful running of this business so please be sure before you book your tour.

 

*It is VERY rare that we would cancel a tour.  In the event that Highland Wilderness Tours cannot run the tour due to weather conditions, gift certificates are still fully redeemable.

*Please allow 14 – 21 days for refunds.* 

SNOWMOBILING

(December 15 – April 1)*
*Subject to snow conditions

A Visa or Mastercard number by phone is required to book Tours

Minimum NON REFUNDABLE deposit is $100 plus 13% tax for two people.  For groups over two people, the deposit will be $25 per person, per tour, plus tax (doubled for Family Day & Holidays)

Customers may pay by cash, interac, visa or mastercard
(cash and interac preferred)

Please arrive @ 9:00 am for morning runs and 1:00 pm for afternoon runs

A signed Visa or Mastercard slip will be held as security for snowmobile damage.  One chit for each machine going on the tour, or one chit for all drivers if the person handling the group agrees to full responsibility. The snowmobile MUST be returned in the same condition it left. Client/driver is responsible for any damages to the snowmobile on tour.

Credit Card Slip is destroyed when machine returns without damage

DAMAGES POLICY

It is the responsibility of the client to drive with adequate care and caution during the tour, in order to avoid unnecessary damage to the machines.
Enjoy yourself, but follow directions & drive carefully! All snowmobiles must come back in the condition they left.

CANCELLATION POLICY

It is the responsibility of the client to book tours in good faith. The following charges will be applied to the customers’ credit card, in the event of cancellation.

Rescheduled tours subject to a $50 administration fee per person (plus tax)

Reschedules will be subject to availability and cannot be held over to the next or subsequent years unless approved by the management.

Cancellations for weekend bookings must be rescheduled on a weekday

Last Minute Cancellations are heavily penalized.  The entire tour fee is forfeit and will be applied to the credit card as per the following situations

~

Cancellation with No Show, No Call – entire tour fee is forfeited

Last minute cancellations on weekends and/or holidays – entire payment  for the tour is forfeited and due in full

*In the event that Highland Wilderness Tours cannot run the tour due to weather conditions, NO charges will
be applied, and any deposits will be returned without penalty.

*Please allow 14 – 21 days for full refunds

DOGSLEDDING

(December 27 – March 21)*
 *SUBJECT TO TRAIL CONDITIONS


It is the responsibility of the client to book rides in good faith, and show up at the required time. Clients must adhere to all signs on the property, and follow the direction of staff at all times, before, during and after their tour. The client is responsible for his/her conduct, and must follow rules as posted and as instructed by staff and guides.

Failure to follow the directions of the guide means you may have your run cut short for the safety of the dogs, the guides, and other customers. It is the right of the guide to determine whether customers are fit to drive, and may terminate a run if they do not feel
a client is capable of safely performing as a driver. Have a safe and happy dogsledding adventure.

PLEASE, NO CLIENTS IN THE DOGYARD
WITHOUT THE GUIDE’S PERMISSION
PLEASE LEAVE YOUR DOGS AT HOME!

 

Customers may pay by cash, interac, Mastercard or Visa card.  Cash/interac are the preferred method of payment.

Please arrive one hour prior to your scheduled run and check in at house.

All clients must sign a waiver, clients <18 signed by parent OR guardian.  All children must wear a helmet, if you have a bike, horse riding, or ski helmet, please bring it along or we will provide you with one at the dogyard.

For your comfort, read our page on dressing right for winter.  This is especially important for children.  You may also bring a blanket or sleeping bag for children who will be passengers.

Children must be accompanied by at least one parent to go on a dogsled tour. Minimum age to drive a sled, 8 to 10 years old, always at discretion of staff.

Children 5 and up will ride with the guide, in the guide’s basket.  Children will at no time be passengers with  our customers, due to the learning curve.  OUR TOURS ARE ONE DRIVER PER SLED.  NO PASSENGERS, NO EXCEPTIONS

CANCELLATION POLICY

It is the responsibility of the client to book tours in good faith. The following charges will be applied to the customers’ credit card, in the event of cancellation.

Rescheduled tours subject to a $50 administration fee per person (plus tax)

Reschedules will be subject to availability and cannot be held over to the next or subsequent years unless approved by the management.

Cancellations for weekend bookings must be rescheduled on a weekday

Last Minute Cancellations are heavily penalized.  The entire tour fee is forfeit and will be applied to the credit card as per the following situations

~

Cancellation with No Show, No Call – entire tour fee is forfeited

Last minute cancellations on weekends and/or holidays – entire payment  for the tour is forfeited and due in full

*In the event that Highland Wilderness Tours cannot run the tour due to weather conditions, NO charges will
be applied, and any deposits will be returned without penalty.

*Please allow 14 – 21 days for full refunds

 

 

TRAIL RIDING

(May 15 – November 1)
 *subject to trail  conditions

A credit card over the phone is required to book tours. Customers may pay on site by cash, interac, Mastercard or Visa.

Please arrive 30 minutes prior to scheduled ride time for orientation.

All clients must sign a waiver, <18 are signed by parent or guardian
All clients must wear an ASTM certified helmet supplied by the barn
If you have an ASTM certified helmet, you are welcome to bring it.
All clients must wear a hard soled shoe with min 1 cm notched heel
(if you do not have your own, the stable will provide a pair for you)
Long pants, and shirts with a sleeve recommended for rides
Children must be accompanied by at least one parent on a ride
Minimum age for unassisted trail riding is 10 and up
**6 -10 year olds may be led on horseback by a mounted guide
and participation of young children is at the discretion of staff

STABLE POLICY
It is the responsibility of the client to book rides in good faith, and show up at the required time. Clients must adhere to all signs on the property, and follow the direction of staff at all times,
before, during and after riding. The client is responsible for his/her conduct, and must follow barn rules as posted and as instructed by staff and guides. Ride Safe, Ride Smart, and have fun!

Rescheduled tours – $50 administration fee (plus tax) subject to availability

Last Minute Cancellations – entire tour fee is forfeited

Cancel with No Show, No Call – entire tour fee is forfeited

Last minute cancellations on weekends and holidays – entire payment is forfeited.  The credit card of the client booking the ride will be debited the charges.

*In the event that Highland Wilderness Tours cannot run the tour due to weather conditions, no charges will
be applied, and any deposits will be returned without penalty. 

*Please allow 14 – 21 days for full refunds

 

RIDING LESSONS
(YEAR ROUND)

Lessons are available year round in outdoor rings or our new Dome indoor arena. Initial lesson for all individuals must be a private lesson, for evaluation purposes. If purchasing a (discounted) package of lessons, each lesson runs once weekly. Pay as you go lessons available at the normal rate and used at discretion of customer.  Gift certificates are available – contact the Penny for details on this great gift idea! If a semi private is desired, but a group is not available, lesson runs at the group rate for 45 min.

*all lessons run rain or shine, check with the barn for lesson times
*Cancellation of package discount lessons, no refund on the missed lesson.

HORSE CAMPS

A Visa or Mastercard by phone can be used to book your camp. The first half is due upon booking, the second half due the first day of camp. Please see 2nd page of application for a breakdown of payments & payment methods

All parents must sign a waiver and fill out and submit an signed application

All children must wear an ASTM certified helmet (supplied or bring your own)

All children must wear a hard soled shoe with min 1 cm heel – we have some if you do not Please check camp information page to see what items are needed for camp

This is a small, private camp, and we cannot absorb large cancellations.
Therefore please read the following carefully before booking.

• Highland Wilderness Tours reserves the right to dismiss any camper who jeopardizes (through their actions or behaviour) the welfare of other  campers or the ability for Highland Wilderness Tours to fulfill the itinerary of the camp safely and effectively. Such campers may be dismissed with no reimbursement of fees at the discretion of the Camp Director .

• For withdrawal before or during camp (and only by order of a physician) there will be no refunds – the camp director may, at their discretion, offer future considerations depending on the situation and the amount of cancellation time.

**In the event that Highland Wilderness Tours cannot run a camp for any reason, NO charges will be applied, and any deposits will be returned without penalty. Please allow 60 days for full refunds.**