Which treks does this policy apply to?
This policy applies to treks booked directly with us that take place either at Lower Sherwood Farm, or at Pleasant Grove, or at Totier Creek.
Treks booked through Airbnb have their own policies for changing, cancelling and rescheduling.
Standard Cancellation Policy
For a full refund, cancel at least 7 days before the trek is scheduled to start or within 24 hours of purchase.
Cancellations between 7 days and 48 hours before the trek is scheduled to start will receive a full refund, minus a $50 cancellation penalty.
Cancellations occurring less than 48 hours before the trek is scheduled to start will receive a refund, minus a 50% cancellation penalty.
Rescheduling
You can reschedule the date or time of your trek, or add or remove guests up to 24 hours before the trek is scheduled to start.
If you reschedule a trek, the cancellation policy is based on the original purchase time and original start date of the trek.
Cancellations due to weather
Our treks take place outdoors, and as such are subject to local weather conditions not only of the day of your trek, but also of the days immediately prior to your scheduled trek. We do keep a close eye on the weather forecast and will keep you informed and updated of conditions.
We reserve the right to cancel a trek in the event of unfavorable weather that may make conditions dangerous for the animals or people to walk or to be transported in, including (but not limited to) heavy rain, snow, ice, and extreme heat.
In the event that we have to cancel a trek because of the weather, you will receive a full refund.
We do realise that some of our guests will have to travel some distance, and that conditions in your area may be much different than our own. If you feel that it is unsafe for you to travel from your location, you may request a refund. We may ask for you to provide documentation.
Cancellations due to an emergency
We may be able to give you a refund or waive the above cancellation penalties if your cancellation request is made because of unexpected circumstances that is out of your control. Penalty-free cancellations are only available for extenuating circumstances that occur after your trek was booked, but less than seven days before your trek is scheduled to start.
Such unexpected situations include (but are not limited to):
- Death, or serious illness of a guest or immediate family member
- Illness or injury
- Government-mandated obligations, such as
- Jury duty or court appearances
- Military deployments
- Transportation disruptions
- Epidemic disease affecting regions you would be travelling to, through, or from in order to reach us
- Travel restrictions imposed by government, military, or law enforcement affecting your travel, including emergency visa changes or passport restrictions
- Natural disasters
- Terrorist activity
- Civil or political unrest
We may ask you to provide documentation to support your requests. Examples of documentation include:
- Newspaper articles
- Obituary notices
- Deployment orders
- Screenshots
- Photographs
Documentation should be dated after your booking request was made.
Requesting a cancellation, rescheduling, or change to your booking
To cancel or change your booking, email us at hello@lowersherwood.com.