What is included in the price?
All food, beverages, entrance tickets, transport (where required) and VAT are included in the price of our experiences. The experiences also includes our expert guide. More details of what is included in each tour are provided under each product on the website.
Do your guides speak clearly in English?
Yes, all guides speak English; some of our guides are native English speakers and all are proficient in speaking many languages.
When does the experience start and do I need to arrive early?
All start time information is displayed on our website under each experience. We strongly recommend that our guests arrive at our meeting point 5 to 10 minutes before any of their experiences starts.
How big are the groups?
We like to keep our groups small. Generally, our groups have a maximum of 8 guests per experience, but you can check the details in each experience’s description.
I am travelling alone, can I still sign up for your experience?
Yes, as multiple people can book the same date for the same experience we will always try to form a group that reaches the minimum number of people that we require to run the experience.
Do you offer private tours?
Yes, we offer private tours. Please contact us for more information and pricing for our Private Tours.
Are experiences available in other languages?
All tours are run in English but private tours can be arranged in other languages.
I’m a vegetarian or allergic to certain foods – is this going to be a problem?
No problem. We will make sure that you will be offered the best alternatives. However, please let us know at the time of booking so we can organize this for you.
Do I need to be fit or have any hiking experience to be able to go on any of your day experiences or getaways?
Our experiences are first and foremost holidays and can be undertaken by anyone in a reasonable state of health and fitness. All our trips indicate the level of difficulty, allowing you to choose a suitable trip. We recommend that you familiarize yourself with our levels of difficulty. Should you still have questions, please do not hesitate to contact us.
Do any of the experiences require special equipment?
No, in general we do not require special equipment unless mentioned otherwise in the description of the experience. However it is always important to wear appropriate clothing according to weather conditions and wear good walking shoes.
BOOKING & PAYMENT
How can I pay for my booking?
Payments are accepted using one of the following methods:
- Pay us by bank transfer – payments from Spanish bank accounts should be made to X(I need to add the bank account number). For payments from outside Spain, bank details are available upon requests.
- We accept all major credit cards except American Express
For queries, assistance or to pay by card you can contact our booking department as follows: telephone 0034 671946730, email email@example.com.
A receipt of payment will be emailed out to the contact details provided within one working day of payment being received. If you have not received a receipt and would like one, please contact our booking team. If payment is not made on time you may lose your booking, although we will always do our best to contact you before cancelling your booking.
When is my balance due?
When booking your experience with us we require a deposit payment of 25%, the rest of the balance is due 30 days prior to the start of your experience. Your invoice shows the date your final balance is due, and we will send out a reminder 1 week before this date.
In case your booking is made less then 30 days prior to the start of your experience the full payment must be made in one installment.
How do I book an experience?
You can send us your booking enquiry by firstname.lastname@example.org Once we have received your enquiry, our booking department will contact you to finalize all the details.
I made a booking but haven’t received a booking confirmation?
Check your spam or junk mail and if you still haven’t received anything, email email@example.com and we will re-send you confirmation.
Do you offer special rates for groups?
Yes, please consult our booking department for more information on special group rates.
Is there a minimum required to run an experience?
Yes, we require a minimum of 2 or 4 guests depending on the experience. Further details can be fund under the description of each experience.
What happens if the experience I booked does not reach the minimum number of guests required?
We will contact you 72 hours before the experience date to inform you that it may be cancelled. We will contact you again 48 hours before it to confirm if we are running the experience. If not, we will offer you some alternatives or the full refund of the amount paid.
What if the experience I would like to do is not available on a certain date?
If this is the case please contact our booking department and they will look in to the possibilities of opening up extra availability.
What to do if my payment will not process?
If the payment will not process please contact your bank to ensure that your bank will allow international payments to be made. Should you continue to have further problems with payments please feel free to contact us.
What if I need to cancel?
If you need to cancel your booking, please let us know as soon as possible. This is required in writing and cancellation charges may apply.
- Cancellations made one week prior to the event will receive a 50% refund
- Cancellations made within 72 hours of the start of the experience will not be refunded.
Should a cancellation be necessary we will be more than happy to reschedule or book another experience for you in the future. However this may involve an administration fee.
I have booked my experience but need to change the date, is that possible?
Absolutely, we would love to accommodate your needs; however there will be a fee of 5% charged for itineraries changed within 48 hours of an event. Changes are subject to availability, but we will do our best to reschedule your experience.
I’m planning a special event, do you offer bespoke services?
Yes, we are experts in organizing private events for small or large groups. Contact us for more information.
Do you specialize in corporate experiences?
Yes, we do! Please contact us by phone or email and we will help you plan any size of corporate experience or trip.
Do you offer airport or train station transfers?
Yes, we can arrange transfers for you in conjunction with your booking. Simply email us with your details.
I would like to include accommodation is this possible?
Yes, this is no problem. Please let our booking department know the type of accommodation you are looking for and they will be more than happy to add accommodation to your itinerary with us.
OTHER USEFUL INFORMATION
What are your office hours?
Monday to Friday from 08.30 – 17.00 (GMT +1)
How can I get in touch with your company?
0034 671946730 Spain
We answer all the frequently asked questions about our adventures in The Basque Country & The Pyrenees to aid in the design of your perfect holiday.