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Terms & Conditions

ALL BOOKINGS 

  • Mendip takes every reasonable precaution to ensure your safety. However, participants must acknowledge that they are engaging in activities with inherent risk.

  • Under 8’s must be accompanied by an adult at all times.

  • Any medical conditions or disabilities must be stated on your medical form which will be provided at the start of your session. Please inform us of any medication being taken and notify us if a child needs to take prescribed drugs whilst under our supervision.

  • Correct clothing and footwear must be worn by everyone taking part. Mendip's instructors will not be able to let anyone take part if it is not safe for them to do so. If a member of your group is likely to require oversized or very small equipment or has any special requirements please message us as soon as possible.

  • All session times include an allowance for fitting equipment and de-kitting. This time may vary depending on your group size, ability and chosen activities.

  • Behaviour that is deemed to be unsafe or inappropriate may result in being removed from the session. This will be at the instructor's discretion. No financial refund will be offered in this event. 

  • Mendip reserves the right to cancel or alter any activity or event due to circumstances beyond our control. In the event of cancellation, an alternative date will be arranged.

  • Mendip does not accept responsibility for loss of additional expenses due to sickness, weather, strikes or any other causes. Personal accident insurance is not included.

  • Mendip cannot take responsibility for loss or damage to any personal possessions, valuables or clothing brought onto our activity locations, accommodation or left in vehicles.

  • Mendip Activity Centre Ltd has specialist public and product liability insurance of £5 million with The Activities Industry Mutual. A copy of the certificate, and other accreditations and licenses can be found on our website.

  • Occasionally we take photographs of activities for our promotional material. Please advise your instructor or account manager if you prefer not to be in any photos.

ACCLERATED OUTDOOR INSTRUCTOR TRAINING COURSE

  • Specific terms and conditions will be sent directly to you upon registering your interest for this course.

Payment Terms

ONLINE BOOKINGS

  • Full payment is required on booking. A booking is confirmed when full payment has been received.

NON RESIDENTIAL GROUP BOOKINGS

  • A 20% deposit will be invoiced upon booking. This deposit will be deducted from the balance invoice. Booking will be confirmed on receipt of that payment. 

  • Final numbers of participants must be given to Mendip in writing 56 days prior to the event. 

  • Mendip will invoice the final balance 56 days before the event. 

  • The final balance is due 28 days before the event.

RESIDENTIAL GROUP BOOKINGS

  • 10% holding deposit based on estimated numbers is required in order to confirm booking. Bookings will be confirmed on receipt of that payment.

    20% deposit invoice will be issued 8 weeks after the receipt of your 10% deposit payment. This invoice will be due 28 days after payment.

    Final numbers of participants must be given to Mendip in writing 84 days prior to the event. Final invoice will then be issued.

  • Final payment due 56 days before the event.

Cancellation and Amendment Terms

  • If you need to cancel, rearrange or amend your booking, please let us know by emailing hello@mendip.co.uk as soon as possible. Your booking will be cancelled with effect from the day we receive your email notification and subject to the following cancellation and amendment charges:

ONLINE INDIVIDUAL BOOKINGS - ACTIVITIES & ACCOMMODATION 

  • Up to 4 days prior to your booked event: 

    • you may cancel your booking and receive a full credit voucher for the full value of the booking valid for 12 months for any of our activities, minus a £5 admin fee. 

    • you may move your booking to an alternative date, minus a £5 admin fee.
       

  • Within 4 days of the booked event:

    • you will not be entitled to cancel or move your booking or receive any refund or credit voucher. 

    • if you need to cancel due to medical reasons and this is supported by official documentation, you will receive a full credit voucher valid for 12 months for any of our activities

ONLINE GROUP BOOKINGS & GOLD DOFE RESIDENTIALS & KIDS ADVENTURE CAMPS

  • Up to 14 days prior to your booked event: 

    • you may cancel your booking and receive a full credit voucher for the full value of the booking valid for 12 months for any of our activities, minus a £5 admin fee. 

    • you may move your booking to an alternative date, minus a £5 admin fee.
       

  • Within 14 days of the booked event:

    • you will not be entitled to cancel or move your booking or receive any refund or credit voucher.

    • if you need to cancel due to medical reasons and this is supported by official documentation, you will receive a full credit voucher valid for 12 months for any of our activities

NON RESIDENTIAL GROUP BOOKINGS 

  • Up to 56 days prior to the booked event: 

    • you may cancel your booking and your 20% deposit will be transferred into credit, valid for 12 months on any of our activities. Any other payment will be refunded.
       

  • Between 56 and 28 days prior to the booked event: 

    • you may cancel your booking and all paid invoices will be transferred into credit, valid for 12 months on any of our activities.
       

  • Within 28 days of the booked event:

    • you will not be entitled to cancel, reduce numbers or move your booking or receive any refund or credit voucher.

    • any additional participants will be accommodated subject to availability.

    • if you need to cancel due to medical reasons and this is supported by official documentation, you will receive a full credit voucher valid for 12 months for any of our activities

RESIDENTIAL GROUP BOOKINGS

  • Up to 84 days prior to the booked event: 

    • if you cancel your booking, the 10% holding deposit is non-refundable.

    • if you cancel your booking, any other payment will be transferred into credit, valid for 12 months on any of our activities. 

    • Final numbers of participants must be given to Mendip in writing 84 days prior to the event. Any changes will be reflected in your balancing invoice.
       

  • Within 84 days of the booked event:

    • you will not be entitled to cancel, reduce numbers or move your booking or receive any refund or credit voucher.

    • any additional participants will be accommodated subject to availability.

    • if you need to cancel due to medical reasons and this is supported by official documentation, you will receive a full credit voucher valid for 12 months for any of our activities

Gift Voucher Additional Terms 

Voucher Definitions - All following voucher types are part of the catch all term “voucher”. 

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Activity Vouchers: These are vouchers specific to an activity 

Value Vouchers: An amount of credit that can be used against any activity 

Discounted Value Vouchers: Sold as part of a sale promotion. An amount of credit that is worth more than the cash value paid. 

Passes: Annual or monthly passes that entitle pass holder to unlimited use of the activity the pass is for 

Learn to Ski and Learn to Snowboard courses (“Snowsport courses”): A single, indivisible package of lessons made up of multiple activity vouchers. Additional activity sessions may be included as an incentive.

  • The purchaser of any voucher is legally entitled to a 14-day “cooling-off” period. If you wish to request a full refund during the 14-day "cooling-off" period, please email hello@mendip.co.uk as soon as possible.

  • The right to a refund during the 14-day “cooling-off” period only applies if the voucher has not been used during the period. The term used includes if your voucher is used to book an activity or session, even if the booked activity or session has not yet taken place.

  • All vouchers are dated. The expiry date will be made clear to you when you purchase and will be included in your confirmation email. 

  • Once past the cooling off period, no voucher can be refunded or exchanged for cash.

Activity Vouchers​

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  • Unless otherwise stated, activity vouchers have one use each. Exceptions to this include “Year of adventure”, “Summer of adventure” and “Family frisbee golf” vouchers. In these cases the same codes will work multiple times.

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Value Vouchers

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  • Value vouchers can be used as part or whole payment towards any activity available online. They do not have to be used in one transaction.

  • Value vouchers cannot be used towards courses or other vouchers, food or drink or retail.  

  • Discounted value vouchers (sold as part of a sale promotion) cannot be used to purchase gift vouchers, private lessons, Twilight Tobogganing or redeemed against discounted packages, deals, custom prices, or catering.   A full list stating what a discounted value voucher can and can't be used for will be available when you purchase the voucher.

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Passes

  • Passes are only for the named user/s. Any abuse of passes being used by other people will result in your pass being revoked without entitlement to refund.

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Learn to Ski or Learn to Snowboard course vouchers (“Snowsport courses”)

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  • Snowsport courses are made up of multiple activity vouchers. Activity voucher terms apply. 

  • Snowsport courses can only be redeemed against the sessions they are intended for; they have no monetary value against other activities or services. 

  • Once the “Learn to” course has commenced, the course voucher cannot be exchanged or refunded. 

  • The value paid for the snowsport course includes only the five, core, specified ‘course’ lessons and specified additional ‘repeat lesson/s’. (In the case of the course being purchased after a Try session, this is reduced to the four, core, specified ‘course’ lessons and specified additional ‘repeat lesson/s’.)

  • Snowsport courses are sold as a single, indivisible package. The total price covers the core lessons described above. All “free” or “inclusive” benefits (e.g. slope pass, 50% off further repeats, etc.) are promotional incentives provided at no additional cost and hold no cash-redemption or refund value. Failure to redeem these additional benefits does not entitle the holder to a partial refund of the course fee or alternative activity sessions. Stated value of additional incentives is based on peak time pricing.

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Complaints Procedure

Our Commitment

At Mendip Activity Centre, we strive to provide safe, high-quality outdoor experiences. We value all feedback and treat complaints as an essential tool for reviewing and improving our services.

 

How to Make a Complaint

To ensure your concerns are fully understood and investigated, we ask that formal complaints be submitted in writing via email to hello@mendip.co.uk.

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Please include the following information:

  • Full name and contact details.

  • Date(s) of your visit and activity.

  • A clear description of your concerns.

  • Names of any staff involved (if known).

  • Any relevant supporting information or photos.

Our Process

  • Acknowledgement: We will acknowledge receipt of your email within one working day.

  • Triage: Your complaint will be reviewed by our Customer Service Manager and assigned to the most appropriate senior staff member for investigation.

  • Investigation: In accordance with our Adventure Activities Licensing (AALA) expectations, all complaints are investigated fairly, impartially, and with the utmost seriousness—particularly regarding safety or safeguarding.

  • Outcome: We aim to provide a full written response within 14 working days. This will include our findings and any actions taken or planned. If a matter is complex and requires more time, we will keep you informed of our progress.

Continuous Improvement

​Where a complaint relates to safety, it is reviewed as part of our internal Safety Management System. Our ultimate goal is to learn from your feedback to improve our procedures, training, and risk management for the benefit of all our adventurers.

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