idGuides Bookings & Base Support Service

A. Booking & Payment

For all online & offline bookings, idGuides Bookings & Base Support service will reach out to you by email or Whatsapp to open a direct line of communication with you.

This is to confirm your booking, and to assist you with any additional information and preparation you need for your trail adventure, including additional specifics, eg:

To reconfirm Meeting Point/Pick-up map links (also available within each trail adventure itinerary)

Receipt of Payment (for online and offline payments)

To answer any questions or clarifications you may have

Add-ons (specifics for meals, transport & pick-up locations, etc)

The idGuides Base Support team assesses weather conditions in the run-up to all trail adventures. There are times that in it is sunny in one location and raining at the trail destination, and vice versa. Our focus and priority is always safety and an enjoyable experience.

If you do not hear from idGuides, then proceed as per your itinerary / as planned.

idGuides will contact you in advance of your trek day ONLY IF we have recommendations.

IF you do hear from idGuides, THEN – Depending on the time we contact you, you have the following options.*

1. Booking & Payment confirmation

For all online & offline bookings, idGuides Bookings & Base Support service will reach out to you by email or Whatsapp to open a direct line of communication with you.

This is to confirm your booking, and to assist you with any additional information and preparation you need for your trail adventure, including additional specifics, eg:

  1. Receipt of Payment (for online and offline payments)
  2. To answer any questions or clarifications you may have
  3. Add-ons (specifics for meals, transport & pick-up locations, etc)
  4. To reconfirm Meeting Point/Pick-up map links (also available within each trail adventure itinerary)
  5. Provide any relevant updates & recommendations re weather & conditions
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  • Week Before (WA / email sent latest 3 days before your trek)
    • reschedule free-of-charge*;
    • OR cancel (50% refund – within 5 working days).
  • Day Before (WA by 3pm Day Before)
    • reschedule free-of-charge*;
    • OR cancel (25% refund – within 5 working days).
  • Day Of Trek (WA by 6am)
    • idGuides will recommend options due to bad weather (eg: delay by an hour, or shift to afternoon session)
    • OR to reschedule free-of-charge*.
  • Week Before (WA / email sent latest 4-7 days before your trek)
    • this will be to inform of emerging route/weather conditions which require a re-route or ammended programming;
    • IF idGuides recommends a reschedule due to force majeure, you may reschedule to another viable trek date free-of charge*,
    • OR cancel (25% refund – within 14 working days).

B. If YOU decide to Reschedule or Cancel

The following Terms & Conditions apply:

  • 3-7 Days Before Trek: Reschedule free-of-charge; or Cancel (refunded 50%)
  • By 3pm Day-Before:    Reschedule free-of-charge; or Cancel (refunded 25%)     
  • 3-6pm Day Before: Reschedule free-of-charge; or Cancel (No refund available.)
  • Morning-Of / No Show: Reschedule available with surcharge; Cancel (No refund available.)
  • No-Show: No Reschedule available. Cancel (no refund available)
  • 3-7 Days Before Trek: Reschedule free-of-charge; or Cancel (refunded 50%)
  • By 3pm Day-Before:    Reschedule free-of-charge; or Cancel (refunded 25%)     
  • 3-6pm Day Before: Reschedule free-of-charge; or Cancel (No refund available.)
  • Morning-Of / No Show: Reschedule available with surcharge; or Cancel (No refund available.)
  • No-Show: No Reschedule available. Cancel (no refund available)

* Reschedule free-of-charge valid one time only.

Indemnity