The Ultimate Brand
Ultimate Gorge Walking is part of the Ultimate Activity Company which is owned by The Ultimate Consortium Ltd.
Customer service enquiries can be sent via this website and will be redirected accordingly to the relevant party. Once we have received any correspondence one of the team will get back to you. If you have a preferred method or time to be contacted, please specify this in your correspondence.
On booking we require valid debit or credit card details to secure any activity or event booking. The expiry date on the card must be valid for a minimum of two months beyond the date of the event. In some instances we might raise an invoice or purchase order and require a deposit prior to confirming your booking. Once we have taken the card details or have received a deposit, a contract will come into force between you (The customer) and Us, (The Ultimate Consortium Ltd) and you will receive a confirmation email outlining everything that has been booked. This is normally a security measure and your card will not be charged at this time, unless it has been agreed at the time of booking your event. The agreed method of payment for your event will be written into your booking confirmation email. You should check the confirmation email to ensure it corresponds to your booking requirements and inform us immediately of any discrepancy.
Activity / Event Reservations and Orders
Upon receipt of your enquiry we will endeavor to respond to your request promptly. At this stage it is likely that we might require more information before we can send out any activity or event information. Once we have put the activity or event information together we would normally be able to quote a price as well. If we have included any information about a third party, it is possible that the final price may vary, but we would always try to minimise any changes to the original quote unless you have asked us to amend or change your requirements. We can only send or confirm information via email. If you speak to one of the team on the phone, they will send you a quick email confirming everything that was discussed and agreed. We cannot honour anything unless it is in writing.
Once we have received your debit or credit card details or deposit, your activity Booking Conformation will be made. All activity information including site location, activity time, duration and special instructions will be sent to you by email.
Due to the nature of some activities, it will be necessary to contact your activity provider 48 hours prior to your experience to confirm the timing of your booking, this can sometimes change due to weather conditions.
We use Payatrader to process secure payments online, accepting Visa, Mastercard, and other credit cards. Your bank statement will likely show the transaction has been taken by Payatrader. The Ultimate Activity Company does not store or retain your payment or credit card details after your event has been paid in full. We strongly recommend that customers do NOT email their card details to us for any reason. Card details should be given over the phone at an agreed time that’s convenient to you.
You may phone in your order on 01432 264 807 from the UK and on +44 1432 264 807 from outside the UK. Calls can be taken Monday to Friday, 8.30am to 5pm.
Depending on the activity or event that has been booked we may require a deposit before we can confirm your event details. If we have taken a deposit for the event, full payment is required within 14 days of the event date. If the event is within 14 days from booking, then the whole amount will be required.
Cancellations and Refunds
In the event of any cancellation of a confirmed booking we will have to charge a cancellation fee, this covers our commitments to our suppliers. If all or any of the persons named on the booking form intend to cancel you must inform us immediately by telephone and confirm any such cancellation by writing to us, email is acceptable. The date of cancellation will be the date on which the written notice of cancellation is received by us. The period remaining between the date of cancellation and the planned commencement date of the event will be used to determine the cancellation charge as follows.
Whole party cancellation charges:
14 days or less = 100%
More than 14 days = 50%
Please be aware: If any third party is involved in your event and we have made a booking on behalf of you (The customer), this cancellation policy may change or differ depending on the third parties Terms & Conditions.
Partial cancellation charges
In the event of a partial cancellation with 14 days or less to the planned commencement date, the cancellation charges above will apply to the cancelling party(ies) only.
If the group size becomes less than is bookable for the activity, you will be informed and may be offered an alternate activity or amendment to your booking date to accommodate the booking requirements of your chosen activity.
N.B. Depending on the reasons for the cancellation you may be able to claim under the relevant section(s) of your own holiday insurance policy.
If the Ultimate Activity Company finds it necessary to cancel an activity due to circumstance beyond our control we will advise you of this situation at the earliest possibility and offer a suitable alternative. However, if the alternative is not acceptable to you, the Ultimate Activity Company will refund all deposits/payments, which constitutes full settlement.
Changes to the Itinerary
The Ultimate Activity Company itineraries are well researched and carefully planned but we are constantly striving to enhance your enjoyment. As our experience grows and conditions change, we may find improvements to what we have planned and make alterations for everyone’s benefit. Sometimes we are required to alter an itinerary due to unforeseen circumstances. In these rare cases, Ultimate Activity Company will endeavor to make alternative arrangements while maintaining quality standards and minimising changes.
Activity timings & late arrival policy.
Whilst we understand things can happen outside of your control such as traffic jams and public transport delays, it is the customers responsibility to arrive on time for their activity or event. If you are late we will always try and get you on your activity no matter what but in some instances it might not happen. If we can’t it’s usually because it will have an impact on other customers activities or events. If you are late for your activity or event or miss the transport that is booked to get you to your activity or event, you will still be charged in full. We strongly recommend that all participants aim to arrive at least 15 minutes prior to their activity or event time that is listed on the booking confirmation.
Ultimate Activity Company and our partner Activity Providers are insured with Professional Indemnity insurance policies, copy available on request.
Sports and Outdoor Activities carry a element of risk, and some or all of the activities offered may be classified as having a high level of risk attached to them. As a condition of booking you accept this risk and undertake to have adequate travel, personal accident, medical and cancellation insurance that covers the activities you will be undertaking.
If accommodation is provided as part of the activity package, the full details of this will be included with your confirmation. We will include accommodation as per your itinery request and use good standard accommodation providers only. Whilst we strive to only work with the best suppliers, we do not accept any responsibility of our third party suppliers and cannot offer any refund for a lack of service or standard on their part. We encourage that all our guests do provide us with feedback about their experiences not only relating to us, but our suppliers as well so that we can constantly improve what we do.
All safety equipment is provided for your chosen activity(s) and is in the interest of the participant to be used. Persons refusing to comply with any reasonable requests from our instructors or suppliers will be asked not to participate with the activity(s) and it’s likely that no refund will be given. We / our suppliers retain the right to ask any person to stop participating on any activity and their word is final. Prior to undertaking some activities you will be asked to sign a simple indemnity form outlining specifics relevant to that activity or the area that you are in.
Health and Fitness
Our activities are designed to be enjoyed by people of all fitness levels. However, as with any activity, the time to get in shape is before and not during your event. We recommend you consider a program of regular physical activity in advance. If you are in doubt about your health or physical ability, let us know so that we may advise you on your chosen activity. If you ask us about anything medical, we will refer you to speak to your doctor prior to undertaking any activities.
In the unlikely event of a complaint please remember that unless we have been notified previously we will be unaware of the issue.
In the event of any complaints regarding hotel accommodation, please contact the duty manager in the first instance. If the complaint is not then resolved then please contact us in person or by telephone.
In the event of any complaints regarding a specific activity, please refer in the first instance to your on-site instructor, or guide. If your complaint has not been resolved during your event, then please contact the office and ask for the duty manager.
In all instances all complaints must be notified verbally to a member of our staff as soon as possible so that we can do our best to rectify any issues for you.
If any complaint is not resolved to your satisfaction, please refer the incident in writing to our office address below for further investigation, marking the envelope “FAO Customer Services”. We pride ourselves on our service and always do our best to make your time with us enjoyable and memorable, for the right reasons!
The Ultimate Consortium
Bridge View Offices,