Terms and conditions
Here at Willowgate, we're a charity created for the community and with that in mind we want to ensure our Terms and Conditions are as clear as possible! Have a read to fully understand our refund/cancellation policy as well as what conduct we expect on our friendly site on the Tay and beyond.
Refund/ Cancellation Policy
We try to be as accommodating as possible, as we know that everyone has a lot going on behind the scenes, however we have to stick to the refund and cancellation policy below.
Cancellation up to 30 days before booking: We are happy to change to an alternative date, offer you a voucher or a full refund.
Cancellation 30 to 7 days of booking: We will change your booking to an alternative date or offer you a voucher for the booking value
Cancellation within 7 days of activity commencement: Unfortunately we can not guarantee to accommodate any date changes or refunds within that time.
Cancellation due to weather: Unfortunately, the activities we do are fairly dictated by the weather, especially wind. If Willowgate makes the decision to postpone / cancel for safety reasons due to the weather, an alternative date for the activity will be arranged. We understand some people are visiting on holiday etc. and an alternative date is not always an option. In these cases a refund can be offered.
Change of numbers to group bookings (of 12+ people): If between paying your deposit (20%) and paying the final balance (which is due no later than 14 days prior to activity commencement) your numbers have reduced we will alter the final balance to reflect this. We must however be notified of this number change 21 days before activity commencement in order for the invoice to have processing time. If your group numbers change within 21 days of activity commencement, unfortunately the final balance is still due for the original booking number.
If for any reason you need to cancel your group booking, all deposits are non-refundable. However, if we are given 30 days notice, we can change your booking to an alternative date.
What if I have Covid-19/ symptoms of Covid-19?: If you have Covid-19, we will change your booking to an alternative date or offer you a voucher of the booking value. This does not extend to other persons on that booking, but only the person(s) with Covid-19.
Code of Conduct
Willowgate has, and will always aim to be a fun and safe space for our local community and visitors from further away to try new things, enjoy time together and get involved in the local environment. To ensure Willowgate remains this fun and safe space we require everyone partaking in any activities to adhere to the following code of conduct.
Willowgate has the right to refuse participation to anyone not following this code of conduct or any persons who have previously caused disruption or safety issues to activities within Willowgate's operation.
- All participants will wear the relevant safety equipment/ PPE as instructed by Willowgate's staff
- All participants will adhere to the safety guidelines given to them by Willowgate instructors
- All persons visiting Willowgate's site will be open and respectful to other site users (including staff) understanding that all corners of our local community are welcome at Willowgate regardless of age, ability, gender/sex, race, religion, sexual orientation or background.
- All participants will respect and cooperate with any safety decisions made by Willowgate instructors. e.g. decision to change a plan due to weather, group ability etc.
- All visitors will stick to the speed limits, park courteously and be respectable of other drivers and aware there may and likely will be young people moving around the site.
We love dogs and can’t get enough of them, but we ask you to ensure you pick up after you dog and use one of our rubbish bins or bring it home. Dogs should only be off lead if they can be managed and are comfortable & friendly with other dogs, young people and adults.
Please note, that all outdoor activities hold an element of risk and by choosing to take part you (or parent or guardian if under 18) accept this risk. Willowgate does its best to supply top quality PPE for activities to protect us from the elements, but Scottish weather can be changeable and feelings of cold/ wet are possible as are cuts or minor bruising. You must wear all PPE provided for you by the Willowgate Team.
You will be encouraged to fully participant in any experience or course, however you have the right to refrain from any or all sections of this, as long as you are operating within the health and safety guidelines. You must make your coach / instructor aware if you wish to refrain from any part of an activity.
Buy Gift Vouchers
Buy a gift voucher for someone you love, or to celebrate a special occasion
Our Willowgate vouchers can be purchased for any amount starting at £5 and can be used towards any activity with us.
Perfect for birthday and Christmas presents as well as a prize or congratulations gift. They can be personalised with a message and sent to whomever you like.
BUY GIFT VOUCHERS