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Changes and cancellations

  • Can the mountain guide cancel, modify or interrupt an excursion?

    The mountain guide can cancel, interrupt or modify the route of your excursion should he deem that the minimum safety conditions cannot be guaranteed.

    Reasons for cancellation, interruption or change may be caused by:

    • climate conditions,
    • the environmental conditions of the terrain,
    • injury to the participants,
    • training and experience of the participants,
    • behaviour of the participants,
    • force majeure, such as for example the interruption of ski lift service, breakage of equipment during the excursion, lack of or inadequacy of the technical material required for the excursion, ...

    In case of cancellation, the cost of the excursion will be fully reimbursed. If the excursion was cancelled for reasons that depend on misconduct or serious errors on the part of the participants, no refunds may be claimed.

    If you and your guide are both available, the excursion may be rescheduled for another day.

    Should the excursion be interrupted or modified, no refund will be made.

    Requests for refunds should be sent to customer@powrock.com

  • What is meant by terms of cancellation?

    Reservations must be cancelled by the customer. Every cancellation is subject to the terms of cancellation, which you accepted when you confirmed the reservation.

    The terms of cancellation define the dates within which the reservation may be cancelled and the relative refund that you are entitled to receive. They vary in relation to the typology, the characteristics and the dates for which the excursion has been reserved. They are indicated on the presentation page of each excursion.

    Powrock defines three different standard terms of cancellation that it applies to guarantee both the customers and the mountains guides, in order to provide an efficient and truthful service:

    • flexible terms of cancellation
    • moderate terms of cancellation
    • rigid terms of cancellation

    Requests for cancellation must be sent to customer@powrock.com

  • What are the terms of cancellation?

    Every Powrock proposal applies one of the three different standard terms for cancellation (flexible, moderate, rigid), which are shown on the presentation page of each excursion.

    Flexible terms of cancellation

    • total refund for cancellations up to 48 hours before the day of the excursion
    • 70% refund for cancellations within the 48 hours prior to the day of the excursion
    • no refund for cancellations and/or failure to appear on the day of the excursion

    Moderate terms of cancellation

    • total refund for cancellations up to 5 days before the day of the excursion
    • 50% refund for cancellations within the 5 days prior to the day of the excursion
    • no refund for cancellations and/or failure to appear on the day of the excursion

    Rigid terms of cancellation

    • total refund for cancellations up to 14 days before the day of the excursion
    • 50% refund for cancellations between 14 and 7 days prior to the day of the excursion
    • no refund for cancellations within 7 days prior to the day of the excursion
    • no refund for cancellations and/or failure to appear on the day of the excursion

    To define the time periods that establish the terms of cancellation, the hours should be calculated starting at midnight of the day on which the excursion is scheduled.

    Requests for cancellation must be sent to: customer@powrock.com

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