TERMS & CONDITIONS

When you book a coaching session, block sessions, or any activity with Wild in Scotland, you agree to adhere to the terms and conditions specified herein. This document sets out these terms and conditions.

You should read this document carefully as it contains important information about payments and refunds.

By booking you agree to abide by these terms and conditions.

The following terms are used throughout this document:

Definitions

• 'We', 'us' and 'our' refers to Wild in Scotland, a sole trader providing adventure and coaching services.
• 'You' or 'your' refers to the person, persons, or legal entity booking and participating in the session or services provided by Wild in Scotland.
• 'Service' or 'Services' refers to any activity, session, adventure day, workshop, event, or kit hire offered by Wild in Scotland.
• 'Sessions' refers to our 1-2-1 coaching, group coaching, events, and workshops, typically delivered by Wild in Scotland both in and out of the water.
• 'Kit hire' refers to hiring of wetsuits and tow floats provided by Wild in Scotland.
• 'Adventure days' refers to our organised day trips or excursions.
• 'Booking' or 'book' refers to securing a place on one of our sessions, adventure days, workshops, events or kit hires by making full payment via our online booking system.
• 'Cancellation' refers to the process of ending or calling off a booking, either by you or Wild in Scotland.
• 'Payment' refers to the funds you transfer to Wild in Scotland to secure your booking.
• 'Refund' refers to the money that will be returned to you by Wild in Scotland under specific circumstances, as outlined in these terms and conditions.

1. Bookings 

All bookings are secured by full payment via our online booking system. Once you have submitted your booking, you will receive a confirmation email with the details and a link to our session preparation information, which provides you with everything you need to know before your session with us.

Minimum numbers required for any group sessions or services will be indicated when purchasing a booking. 

There is a maximum limit of 6 people for any water-based sessions or services.

Water based sessions or services require all attendees to be able to swim 200 metres using either front crawl or breaststroke. 

Participants’ swimming ability may be assessed during your first session or at the start of the service. Any person found unable to complete this request will not be able to take part in the session or service and will not be able to receive a refund. 

Certain activities require a minimum level of physical fitness or skill. Participants are responsible for assessing their own abilities. Please consult with our team before making a booking if you have any concerns.

Please read our Cancellation and Refund policy below.

2. Participant Age Guidelines

Some of our activities have a minimum age requirement. In addition, all bookings must be made by an individual who is at least 18 years old.

For our services that are specifically stated as 'Adults only,' individuals must be 18 years old or above to participate.

For those under 18 years of age, a responsible adult - such as a parent or legal guardian - must accompany them for the duration of the session or service. Please note that the accompanying adult must be present throughout the session or service.

Wild in Scotland requires a minimum age of ten (10) years for all our water-based activities. This age restriction applies to all participants who are ten years old on or before the scheduled date of the activity. 

To verify the age of the participants, we may require proof of birth date. Acceptable proof of age documentation includes but is not limited to a birth certificate, school ID card, Young Scots card, or passport.

For all water-based activities, it is mandatory for children to wear appropriate safety and protective gear. This includes a wetsuit, swim cap, suitable footwear (shoes or boots), gloves, and, where applicable, a life jacket. 

3. Punctuality and Preparation Guidelines

We kindly ask all participants to be fully prepared and ready to commence their session or service at the designated start time. 

Please note that 'being ready' implies that you have completed any necessary changes of clothing and are suitably equipped to begin the session or service, not merely arriving at the location. 

Timeliness ensures a smooth experience for all involved and maximises the value of the session or service for every participant.

4. Coaching sessions and duration

All individual and group open water swimming coaching sessions will last 60 minutes. This time includes any health and safety updates and warm-up time. 

Blocks of 6 coaching sessions will be valid for six months from purchase.

Blocks of 10 or more coaching sessions will be valid for 12 months from purchase. 

Once 1-2-1 or group coaching sessions have been purchased, they are non-transferable.

5. Cancellation by Wild in Scotland

We aim to run all services as scheduled. However, there may be rare occasions where your booking will have to be cancelled by Wild in Scotland. We will refund your payment within 7 days.

Our Services

Your safety is our priority, so if the conditions are not suitable for your booking to be conducted safely, for example, on the occasion of thunder and lightning forecast or strong winds, we will have to reschedule or cancel your booking. 

If we fail to meet the minimum numbers to run a service, we will reschedule or cancel your booking, where you will be entitled to a full refund.

We will always aim to do this 48 hours in advance, with a minimum of 24 hours’ notice, except for sudden weather changes that are unsafe to swim in. 

For adventure days, we must be flexible and adaptable of adverse weather. In the event of adverse weather, we may need to change the day's itinerary. No refunds will be offered for changes to the itinerary. 

If we have to cancel your booking, we will rearrange it to a future date within 6 months. If this is not suitable, we will refund your booking in full. 

If the weather conditions on the day are not as you hoped, but the service is still taking place because Wild in Scotland deems it safe to run, you will not be eligible for a refund. 

We cannot refund any costs you have incurred to participate in our sessions or services.

Wild in Scotland reserves the right to remove you from a session or cancel your booking of a session if you do not follow and uphold the Wild in Scotland Principles. If this is the case, you will not be entitled to a refund

6. Cancellation by the Customer

There may be occasions where you need to cancel your booking. Cancellations can only be made online. Bookings or cancellations discussed by any other method, including email, telephone, and direct with instructors, are invalid.

Group Coaching, 1-2-1 Coaching, Adventure Days, and Kit Hire:

• Your booking on a session or service cannot be cancelled or rearranged with less than 48 hours’ notice before the scheduled start time. You will not receive a refund.
• For cancellations between 5 - 7 days (except 1-2-1 and group coaching who will receive a 100% refund excluding any booking fees) before the scheduled start of a service start time, you will receive a 50% refund excluding any booking fees. 
• For cancellations more than 7 days in advance of a scheduled service start time, you will receive a 100% refund, excluding any booking fees. 
• Kit hires cancellations need to be made within 24 hours of the scheduled start time of a service to receive a full refund, excluding any booking fees.

For group sessions or services that require a minimum number of participants to proceed, please note the following cancellation policy:

• If all participants are included in your booking, and you cancel more than 7 days before the scheduled start time, you will receive a full refund, excluding any booking fees.
• If cancellation occurs between 3 and 6 days before the scheduled start time, you will receive a 50% refund, excluding any booking fees.
• If you cancel within 2 days of the scheduled start time or your group's participant count falls below the required minimum, no refund will be provided, and the event will be cancelled.

7. Delayed Arrival Protocol

In the event that you anticipate being late, it is imperative that you inform Wild in Scotland at your earliest convenience. This can be achieved by either texting or calling the mobile number that was provided with your preparatory details.

We maintain the right to cancel your session or service due to late arrival as this could impact safety briefings, changing times, and warm-up sessions. Depending on the circumstances, you may be ineligible for a refund or rescheduling.

In cases where you are part of a group session or service, and where we meet the minimum participants required, we will likely proceed with the activity in your absence, particularly if it's a water-based activity. It is of utmost importance to us that we prioritise your safety as well as the overall experience of all participants, hence we can't delay the group due to one late arrival.

Please understand that there is no guarantee that lost time will be made up if you are late. This decision is entirely up to the discretion of the instructor.

If we are late by 10 or more minutes to a session or service, we will try to extend the activity to compensate for the lost time.

In cases where this is not feasible, we can either increase the duration of your next session equivalent to the lost time or we can provide a £5 discount on your next booking (valid for 3 months). 

8. Parking and Transportation

Please be aware that Wild in Scotland does not provide dedicated parking facilities at any of our activity locations. Depending on the site, parking may be on a first-come-first-serve basis or may require utilising public street parking. 

We strongly advise you to arrive ahead of time to secure a parking spot as availability can be unpredictable and may vary across locations.

Any parking fees, penalties, fines, or traffic violations incurred in connection with our sessions or services are the sole responsibility of the participant. 

Wild in Scotland will not be accountable for any such costs or legal implications associated with parking or transportation to and from our activity locations.

9. Natural Disasters

No refunds will be offered in the event of a natural disaster or unforeseen circumstances beyond human control. Depending on the session or service, we will offer you a credit voucher, which can be redeemed against our sessions or services and will be valid for 12 months from the date of the cancelled service.

10. Kit Requirements and Hire

Limited wetsuit (up to a UK size 22) hire is available and can be pre-booked online through our online booking system. 

Limited Tow Float (buoyancy aid) hire is available and can be pre-booked online in advance through our online booking system.

Participants in water based sessions or services must wear a full length wetsuit, a tow float, swim cap, shoes, or boots in the water.

Users will be required to provide the relevant certification from a UK recognised body, where applicable, and follow advice or instruction in using the equipment and how they are to be used.

You agree to return our kit and equipment on the stated day and time, in the condition they were received. Wild in Scotland reserves the right to charge for any damaged equipment at the current and full retail price for a replacement or repair if deemed appropriate, regardless of how damage was caused. 

Wild in Scotland reserves the right to withdraw and collect their equipment at any point and for any reason during a hire period. The user acknowledges that if they breach any agreed hire terms, they may forfeit their right to use the equipment and no refund will be offered.

11. Personal Belongings and Valuables

Please note that Wild in Scotland cannot assume liability for the loss or damage to your personal belongings brought to our sessions or activities. We strongly advise against bringing valuables with you to our locations. 

If you choose to bring any personal items, we recommend that they be kept secure, such as locked in your vehicle. 

The safeguarding of your personal possessions is your responsibility, and Wild in Scotland cannot be held accountable for any loss, damage, or theft that may occur.

12. Medical Information

Participants must complete a comprehensive health and medical questionnaire before partaking in any of our services. This questionnaire would include, but not be limited to, past medical history, existing medical conditions, allergies, and fitness level. Be aware that some outdoor activities may have certain health risks associated with them, and it is your responsibility to assess your own physical and mental condition. 

We require this information at least 48 hours before your session or activity date to ensure we can cater to your needs and ensure your safety at all times.

Medication must be taken before your session or activity, where appropriate. Any medication you may be required to take or use during a session or service must be kept safely in your tow float/floatation device or person at all times.

If there are any changes to your health and/or medical condition from the time you submit your questionnaire up until the scheduled start of your booking, you are obliged to inform your instructor prior to the commencement of any activity. This notification will allow the instructor to assess your suitability to participate.

If we are informed of these changes more than 48 hours before your scheduled start time, we can offer to reschedule your session/service or provide a full refund, excluding booking fees, based on your preference.

If these changes are communicated less than 48 hours before the scheduled start time, we reserve the right only to offer a rescheduling option.

Please note our instructors are not authorised to administer any form of medication on your behalf. Therefore, ensure you have the necessary arrangements in place if you require medication during any of our activities.

All medical information provided will be treated confidentially and retained in accordance with GDPR regulations. We will hold your information for a period of:

• One year for one-off participants, from the date of your last interaction with us.
• For ongoing clients, your information will be retained for the duration of your engagement with us plus one additional year or until you request its deletion, whichever occurs first.

Wild in Scotland reserves the right to refuse service to anyone deemed medically unfit to participate, ensuring the safety and well-being of all participants.

13. Behaviour and Alcohol 

All participants are expected to follow the instructions and advice of the Wild in Scotland guide and adhere to all Wild in Scotland policies and procedures. 

All participants are expected to respect the rights and dignity of others. Any form of harassment, discrimination, bullying, or disruptive behaviour is strictly prohibited. Non-compliance may result in immediate removal from the activity with no refund.

No alcohol is permitted before or during the services, and we reserve the right to prevent you from participating in our services if we believe you have consumed alcohol. 

14. Animals and Nature

Participants are expected to respect all wildlife encountered during our activities and maintain a safe distance at all times. We also uphold a 'leave no trace' policy to minimise our impact on the environment.

15. Assumption of Risk and Limitation of Liability

Outdoor activities can include risks such as exposure to adverse weather conditions, accidents due to equipment failure or user error, encounters with wildlife, and physical exertion related injuries. By participating in these activities, you acknowledge and accept these risks.

While we strive to minimize these risks through experienced staff, safety protocols, and equipment, Wild in Scotland, its staff, agents, or contractors shall not be liable for any personal injury, loss, damage, expense, or indirect, incidental, or consequential damages of any kind suffered by any person as a result of the provision of our services or as a result of participating in any of the activities.

Wild in Scotland's liability for any claims arising from a breach of contract or otherwise in relation to the services provided shall be limited to the fees paid for those services.

In no event shall Wild in Scotland be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages or for any lost profits, savings, or revenues, regardless of whether Wild in Scotland was advised of the possibility of such damages or losses.

Customers are strongly advised to have adequate insurance coverage for all outdoor activities that they participate in. 

16. Protection of Your Personal Information

All personal information provided by our customers is held and processed in accordance with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR). Wild in Scotland is committed to safeguarding your privacy and ensuring the security of your data.

We will only use the information you provide us for the purpose it was intended, such as for administration, communication, and operational purposes relevant to the services we provide. We will not share your personal information with any third-party entities unless required by law or necessary for the provision of our services.

Your personal information will be retained for a period of five (5) years for one-off participants and seven (7) years for ongoing clients or as otherwise required by relevant laws and regulations. After this period, your information will be securely deleted.

You have rights under the Data Protection Act 2018 and the GDPR, including the right to access your information, correct inaccurate information, and, in certain circumstances, object to your data being processed or request that processing is restricted. 

For further information about how we use and protect your information, please refer to our Privacy Policy. Should you have any questions or wish to exercise your rights, please contact us at hello@wildinscotland.co.uk 

17. Photography and Video

Wild in Scotland often captures photos and videos during our sessions for promotional and record-keeping purposes. These media assets may be used, but are not limited to, on our website, social media channels, emails, and other promotional materials.

For adults: By participating in our sessions, you are providing implied consent for your image to be used in this manner. If you prefer not to be photographed or filmed, please inform our staff before the start of the session, and we will do our utmost to respect your privacy.

For children under 18: We will seek explicit consent from a parent or legal guardian before any images or videos featuring minors are used for promotional purposes. Consent can be revoked at any time by contacting Wild in Scotland in writing.

Safeguarding of all participants, especially children, is of utmost importance to us. Therefore, we will never use images or videos in a manner that may compromise the dignity, safety, or privacy of any individual. The use of these images and videos is governed by our Privacy Policy, which complies with relevant data protection laws.

Please note that during our activities, you should not expect privacy except in situations deemed personal, such as changing clothes or using restroom facilities. Wild in Scotland retains copyright over all photos and videos taken during our activities. However, participants have the right to request copies of these photos and videos for personal use only.

18. Complaints Procedure 

At Wild in Scotland, we are committed to providing you with the best possible experience. However, if for any reason you are dissatisfied with our services, we have a straightforward complaints procedure in place to address your concerns promptly and effectively.

1. Initial Discussion: If you have a complaint, please raise it with your coach immediately. We encourage open communication and want to resolve any issues as soon as they arise.
2. Formal Complaint: If your concern remains unresolved after discussing it with our team, you can submit a formal complaint in writing to our designated complaint email address: complaints@wildinscotland.co.uk.
3. Complaint Details: When submitting a formal complaint, please provide the following information:
   • Your full name and contact details
   • Details of the complaint, including dates, locations, and involved parties
   • Any supporting evidence or documents related to the complaint
4. Complaint Acknowledgement: Upon receiving your formal complaint, we will acknowledge its receipt within 5 business days and provide you with a reference number for future correspondence.
5. Investigation: We will thoroughly investigate the matter, which may involve gathering information from involved parties and reviewing any relevant records.
6. Resolution: We aim to resolve complaints within 14 days of receipt. If more time is needed due to the complexity of the issue, we will keep you informed of the progress and provide an estimated resolution date.
7. Final Response: Once the investigation is complete, we will provide you with a final response outlining our findings, any actions taken, and our proposed resolution.
8. Feedback and Improvements: We value your feedback, even when addressing complaints. We will use the insights gained to improve our services and prevent similar issues in the future.

Please be assured that raising a complaint will not affect your access to our services. We are dedicated to maintaining a fair and respectful process for handling any concerns you may have. Your satisfaction and safety remain our top priorities.

For any questions or concerns related to our complaints procedure, please contact us at complaints@wildinscoltand.co.uk.

Updates 5/8/2023