BOOKING POLICY

Last updated January 9, 2026

These Terms and Conditions apply to all courses booked through Oak. By making a booking, you acknowledge that you have read, understood, and agree to the following:

1. Booking and Payment

• A booking is confirmed only once full payment (or the specified deposit) has been received.
• Prices are set by the guide or activity provider and may vary based on conditions, group size, or equipment needs.
• Users are responsible for reviewing all activity details including difficulty, required equipment, and prerequisites before booking.

2. Guide Verification

• All guides listed on Oak are verified by Oak to the best of our ability.
• However, users remain responsible for independently confirming a guide’s qualifications, insurance, and professional status before participating in any activity.

3. Participant Responsibilities

By booking an activity, you agree that:

• You are fit, capable, and sufficiently skilled to participate safely in the advertised activity.
• You will follow all instructions and safety guidance provided by the guide.
• You will bring appropriate personal equipment and all required kit in safe working condition unless otherwise stated.
• You will communicate any relevant medical conditions or limitations to the guide in advance.
• You understand that mountain and outdoor activities involve inherent risks, and participation is at your own discretion.
• You hold adequate personal insurance that covers outdoor and mountain activities, including rescue where applicable.

4. Changes to the Activity

• Guides may alter the itinerary, objective, or activity plan at any time due to weather, safety concerns, group ability, or unforeseen circumstances.
• Such changes do not constitute grounds for a refund unless the guide chooses to cancel the activity entirely.

5. Cancellation Policy

5.1 Cancellations by the Participant

• More than 60 days before the activity: full refund minus any non-refundable processing fees set by the guide or platform.
• 60 to 30 days before the activity: 75 percent refund.
• 29 to 15 days before the activity: 50 percent refund.
• Less than 15 days before the activity: no refund.
• No-shows or late arrivals: no refund.

5.2 Non-refundable Fees

The following costs will always be deducted from any refund:

• Credit card fee, if applied, approximately 2.3 percent of the amount paid by card.
• Any non-recoverable expenses already paid by the guide to organize the activity (for example accommodation, administration expenses, salaries, porters, food, transport or other necessary operational costs). These will be defined by the guide at the time of the cancellation request.
• Any other fee explicitly communicated to the client as non-refundable before booking.

5.3 Cancellations by the Guide

In the event of exceptional circumstances requiring the guide to cancel the activity (including but not limited to bad weather, safety concerns, illness, or force majeure), the guide will:

• Propose an alternative activity similar to the original activity on the same date; or
• Propose to postpone the activity to a later date; or
• Cancel the activity.

If the guide proposes an alternative activity similar to the initial activity, the participant must accept this alternative. If the participant refuses the alternative activity, the standard cancellation policy stated above will apply. Only the guide may decide whether conditions justify cancellation due to weather or safety. In exceptional situations, the guide may, at their sole discretion, decide to refund the participant, minus any applicable non-refundable fees.

If accommodation, flights, transfers, or similar third-party services are included in the booking, a different cancellation policy may apply as the guide may be bound by the provider’s terms.

We strongly advise all participants to purchase travel insurance that covers cancellations.

If the guide fails to attend or cancels for personal reasons such as injury, the participant will receive a 100 percent refund of the booking price.

6. Liability

• Oak is a platform that connects users with independent guides. Oak is not the activity provider and is not responsible for the conduct, performance, or decisions of guides.
• All participants acknowledge that outdoor and mountain activities carry inherent risks, including the risk of injury or death.
• By booking, you accept full responsibility for your participation and agree that Oak is not liable for accidents, injuries, losses, or damages arising from the activity.
• Guides operate independently and may require participants to sign additional waivers or declarations of risk.

7. User Conduct

Participants must behave respectfully, follow instructions, and maintain safe conduct at all times. Guides may remove participants from the activity if their behaviour endangers themselves or others. No refund will be issued in such cases.

8. Skill Level Requirements

Participants must ensure that their skill level and experience meet the requirements of the activity. If a guide determines that a participant’s ability is below the required standard and poses a safety risk to themselves or others, the guide may remove the participant from the activity. In such cases, no refund will be issued.

9. Equipment

• The guide may provide specific technical equipment as described in the activity listing.
• Users must confirm what is and is not included before the activity.
• Participants are responsible for ensuring that personal equipment is appropriate, safe, and functional.

10. Complaints and Issues

Any issues or disputes should first be addressed directly with the guide. If the matter cannot be resolved, users may contact Oak Support with appropriate documentation so that mediation assistance can be provided where possible.

11. Amendments

Oak reserves the right to update or amend these terms at any time. The version in effect at the time of booking will apply.