Terms & Conditions

Glenmore Lodge Terms and Conditions

You must read this document carefully, as by proceeding with your booking you accept these Terms and Conditions.

Fees

1.1 All prices, where applicable, are inclusive of VAT at the current rate.
1.2 Course fees are exempt from VAT.
1.3 For course bookings a non-refundable deposit must be made at time of booking.
1.4 For course bookings made within 4 weeks prior to the intended arrival date full payment must be made at time of booking
1.5 B&B and chalet bookings must be paid in full at time of booking.
1.6 Tailormade event & course bookings require a 25% non-refundable deposit or Purchase Order to cover the full amount, where stated in the booking offer. A minimum amount of £500 deposit is required for event bookings unless the total amount of the booking is less.
1.7 Tailormade event & course bookings require an additional non-refundable payment to cover 50% of the total bookings cost 12 weeks prior to the event start date.
1.8 Tailormade event & course bookings require an additional non-refundable payment to cover 100% of the total bookings cost 4 weeks prior to the event start date.
1.9 All bookings which are to be invoiced to a company, a Purchase Order for the full amount must be received by Glenmore Lodge prior to confirmation.
1.10 All balance payments for courses must be made 4 weeks prior to the intended arrival date.
1.11 On conclusion of a tailormade booking, or in the circumstances of a cancellation by the Client the outstanding balance is payable in full within 14 days of the date on the invoice. If payment is not received after 60 days, we reserve the right to charge 8% interest above the Bank of Scotland base rate on the outstanding amount.
1.12 You can make payments by any lawful means, as long as the money we receive is the amount you owe. This means if you are paying by bank transfer you may need to pay any charges your bank charges you when the payment leaves your account plus any bank charges when the payment is received in our account.
1.13 Glenmore Lodge reserves the right to reasonably revise prices due to circumstances out with our control.

Cancellation by client

2.1 Any changes or cancellations will need to be given to us in writing. For
courses based in the UK, these are subject to an administration fee of £25.
2.2 For cancellations made to overseas courses, the participant is liable for the non
refundable 25% deposit.
2.3 Any course cancellations or transfer of course date made within 4 weeks of the booking
start date are liable for fees. Please see table below:

2.4 All cancellations to B&B bookings made within 24hrs of the intended arrival are
subject to a £10 per person/per night cancellation fee.
2.5 All cancellations to facilities bookings made within 24hrs of the intended arrival time
are subject to the full fee.
2.6 All tailormade event & course bookings (this includes accommodation bookings for 10 or more):
2.6.1 Deposits are non-refundable.
2.6.2 Any additional payments made at 12 & 4 weeks prior are also non-refundable.
2.6.3 Cancellations made out with 12 weeks of the start date of your event are liable for 25% of the full fee.
2.6.4 Cancellations made within 12 weeks of the start date of your event are liable for 50% of the full fee.
2.6.4 Cancellations made within 4 weeks of the start date of your event will be liable for 100% of the full fee.

Cancellation by Glenmore Lodge

3.1 Glenmore Lodge will endeavour to run all courses as planned. However, for operational reasons we may have to cancel/amend your booking.
3.2 In the event of cancellation of any booking by Glenmore lodge clients will be offered either:
3.2.1 Full refund of the fee paid to Glenmore Lodge; or
3.2.2 Transfer to any other course/date

ABTOT Membership

4.1 The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Scottish Sports Council Trust Company, No. 5385 and in the event of their insolvency, protection is provided for non-flight packages.
4.2 ABTOT cover provides for a refund in the event you have not yet travelled and assistance if you are on holiday to return you to your pre-arranged departure flight.
4.3 Please note that bookings made outside the EU are only protected by ABTOT when purchased directly with Scottish Sports Council Trust Company.
4.4 In the unlikely event that you require assistance whilst on holiday due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
4.5 You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made

General

5.1 For course bookings you will be asked to fill in a participation and emergency contact detail form prior to your course starting.
5.2 Glenmore Lodge accepts no accountability for training provision out with our operation or agreed partnerships.
5.3 Glenmore Lodge has agreements with several third-party training providers who add a range of training opportunities to help support our aims. If you are a business or sole trader, and you wish to provide training from Glenmore Lodge as a base, then we would ask that you approach us in an open and transparent manner regarding this request. We will review any such request by assessing any conflict with our own training provision, organisation support agreements, reasonable perceptions of the client over who is their training provider. Businesses and sole traders should avoid any legitimising or marketing of training provision based on accommodation provided by Glenmore Lodge. Our culture and practices maintain the safety and quality of Glenmore Lodge training provision and we accept no accountability for training provision out with our operation. We therefore reserve the right to deny any such request.
5.4 All participants are strongly advised to take out appropriate cancellation, curtailment, and accident insurance.
5.5 For all course bookings please ensure you meet the pre-requisites specified, before making your booking.
5.6 All final details for tailormade bookings need to be advised 14 days prior to the intended arrival date.
5.7 Damage to Glenmore Lodge property may incur additional charges.
5.8 Glenmore Lodge does not accept any celebratory or party bookings.
5.9 We accept no liability for the consequences of strikes, riots, acts of war or terrorism, disease outbreaks, government intervention, natural disasters or adverse weather conditions. If such occurrences cause us to have to cancel a course or trip we will offer an alternative holiday if possible, but accept no liability for return of fees paid prior to cancellation or curtailment.
5.10 Making your booking implies that you understand and accept the booking conditions and agree to abide by them.
5.11 The Centre reserves the right to amend these Terms and Conditions at any time and shall provide notice to the Hirer on such occasions.

General

6.1 We do not sell, rent or lease our customer information to third parties.
6.2 We may use photography and video content taken during our courses or activities on our social media sites but only in compliance with GDPR legislation and with the consent of the individual, or event organiser

Under 18

7.1 For U18’s attending a course the participation form must be completed and returned by a parent or guardian at least 14 days prior to the course start date or they will not be able to attend.
7.2 For all group booking with U18’s present, the group organiser is fully responsible for those persons at all times including overnights.
7.3 Accommodation bookings can only be made if you are 18 years old or over. If you arrive at the Glenmore Lodge and are under 18 years of age you will not be permitted to stay alone. We may require photo id as proof of age.

Dealing with complaints

8.1 Where customer experience should fail to meet the standards we strive to maintain at Glenmore Lodge, we take any concerns very seriously. We recommend raising any issues as soon as they arise with a member of staff during your stay, and we will try to resolve the concern immediately if it is possible to do so, by agreeing a course of action with you. For more details of our customer care policies, please visit our website Customer Care | Glenmore Lodge

If, despite our best efforts and having followed the above procedure for reporting and resolving your complaint, you feel that it has not been satisfactorily settled, we recommend that it is referred for arbitration under the ABTOT Travel Industry Arbitration Service. An Independent Arbitrator will review the documents relating to any complaint and deliver a binding decision to bring the matter to a close.

Details of this scheme are available from The Travel Industry Arbitration Service, administered by Dispute Settlement Services Limited
9 Savill Road
Lindfield
Haywards Heath
West Sussex
RH16 2NY

This scheme cannot however decide in cases where the sums claimed exceed £5,000 per person or £10,000 per booking form, or for claims which are solely or mainly in respect of physical injury or illness or the consequence thereof.

Data Protection

Glenmore Lodge is dedicated to working in accordance with the requirements of the General Data Protection Regulation, the Data Protection Act 2018, and any other applicable law amending, supplementing, modifying or otherwise relating thereto. The legal justification for processing course attendees’ personal data is outlined in our privacy policy, which can be found at https://sportscotland.org.uk/privacy-and-data-protection/privacy/.

Safety Policy: The Client Partnership

All courses at Glenmore Lodge are planned and supervised in a way designed to manage the risk of accident to both clients and instructors, while at the same time providing realistic, practical and beneficial training.
Outdoor activities, by their nature, contain a degree of hazard and risk and despite the greatest care accidents may still occur.
All clients on Glenmore Lodge courses should be aware that involvement places them at risk of accident and potential injury, possibly serious or even fatal. Under normal circumstances, unless otherwise informed, it is assumed that clients having enrolled on the course of their choice, are aware of and accept the inherent risk associated with the activity.
Instructors are responsible for the safety of their clients during periods of training or assessment. In order to manage the risk, all clients are requested to draw to the attention of the instructor(s) if they are unhappy or feel the activity is beyond their ability. No client, irrespective of circumstance, is required to undertake any aspect of the training or assessment and may withdraw from the course at any time.
Instructors are employed on the basis of their experience, and technical ability and will possess the relevant qualities and have received the appropriate training required to deliver the programme.
On rare occasions due to conditions the instructor may decide that to pursue the training on the hill or water is inappropriate. The management team will support the instructors’ decision and we will work to provide relevant training in line with the broad aims of the activity.
During the training provided, instructors will use their reasonable endeavors to evaluate individual clients’ ability and in the unusual event that the instructor deems the clients’ ability is unsuitable for the training taking place, the client will be advised accordingly, and where possible alternative training more suited to their needs may be offered.
In order to facilitate safe practice, would all clients please note that in all circumstances the instructions provided by instructors should be followed.
All clients on Glenmore Lodge courses are required to declare if they have a medical condition or if they are using any medication.
All clients should be physically fit for the course they have chosen.
The foregoing terms and conditions will not affect any client’s statutory rights.