Terms & Conditions and Cancellation Policy


General Terms and Conditions

  • It is a condition of making a booking (via online, email, phone or in person) with Glenworth Valley that all participants agree to be bound by and accept our full Terms and Conditions including our Cancellation Policy below.
  • Full payment is required at the time of booking.  You can pay online via our website using your credit card or via EFTPOS at our reception office. Please be advised that AMEX is subject to a 1.7% surcharge. Mastercard and Visa are subject to a 1% surcharge.
  • Please be advised that in order to eliminate credit card fraud, it is a condition of making a booking with us that any credit card used for online or phone booking purposes needs to be present for verification at the time you check in for your activity as well as matching photo ID.
  • You are hereby warned and agree that entering Glenworth Valley, staying onsite and/or participating in any of the activities we provide are inherently dangerous recreational activities pursuant to the Civil Liability Act, 2002.  If you choose to do so, you do so entirely at your own risk waiving all rights to claim for personal injuries including damages arising from the negligence of the proprietor.
  • All participants are required to sign a waiver before the commencement of your activity. This confirms that you are aware and understand the inherent risks associated with your activity
  • We reserve the right to refuse entry to our property and participation in any activities provided by us.
  • Anyone who makes a booking or participates in an activity with us agrees that Glenworth Valley is authorised to communicate with them via electronic marketing means.  Customers may unsubscribe at any time by clicking the unsubscribe link at the bottom of any marketing material or by emailing adventures@glenworth.com.au with unsubscribe as the subject.
  • All complaints must be received in a timely manner (up to 30 days after the event). No response will be made to complaints received after this period.
  • Glenworth Valley reserves the right to change or alter the adventure for safety reasons or in extreme weather conditions. We also reserve the right to stop any of our passengers from continuing in a Adventure Activity session, if our safety instructions are not followed and / or if the passenger(s) behave in an unacceptable manner
  • Customers will be refused an Adventure Activity if they appear to be affected by Alcohol or Drugs of any kind. In this situation 100% cancellation fee will be applied.
  • Glenworth Valley asks that all customers arrive at least 30 minutes prior to activity departure. No refunds will be provided for late arrivals. If you are running late please be advised that we cannot hold the ride / activity for your late arrival, other customers may have other activities afterwards.    We will endeavour, where possible to place you on a later activity for that day if our bookings allow
  • Whilst we love animals, for your pet’s safety and the comfort of others, pets are not permitted on the property under any circumstances.
  • Our booking office / reception operates from 8.30am – 5.30pm Monday to Sunday. In an emergency outside of these times please contact our afterhours number on 0418 751 222.
  • Group organisers are responsible for the behaviour of the members of their group. It is your responsibility as the organiser to pass this information onto every person in your group.

 

Cancellation Policy

 

 

Adventure Activities (including camping)
Please be aware that all our adventure activities are subject to the prevailing weather conditions.  As such, customers accept the risk that weather conditions they consider unsatisfactory may occur on the date booked.

Our Cancellation Policy states that:

 

More than 2 days (48 hours) prior to the commencement of the activity:

  • Bookings may be transferred to another date, person or activity or reissued as a gift voucher or customer credit without any loss of fees.
  • Cancellations and refunds are subject to a $10.00 refund processing fee per person.

Between 2 days (48 hours) and 1 day (24 hours) prior to your activity:

  • Bookings may be transferred to another person without loss of fees.
  • Bookings may be transferred to another date or activity however a 50% loss of fees will apply.
  • No loss of fees will occur if one additional person is booked in for everyone person that transfers to a new date or activity, where the activity booked is equal to or greater in value than the original activity booked.
  • Cancellations within this period will be charged a 100% cancellation fee and will not receive a refund.

 

Within 1 day before your booked activity and the commencement time of your activity Bookings may be transferred to another person without loss of fees.

  • Transfers to another date or activity will not be accepted.
  • Cancellations within this period or no shows are subject to a 100% forfeit of the booking fee and will not receive a refund.

In the rare event that Glenworth Valley needs to cancel or postpone a tour for any reason, for example but not limited to, extreme weather conditions, safety or security,  minimum numbers not being achieved etc, bookings may be transferred to another date, activity, person or reissued as an open customer credit valid for 3 years without any loss of fees or may be refunded less a $10.00 refund processing fee (activities operating on an *in-frequent basis can be refunded at no cost to the customer).

 

This policy applies even where a booking is made less than 48 hours prior to the scheduled commencement of the activity.

 

*Infrequent activities include Yoga in The Valley, Glenworth Valley Kids Club, Bear Grylls 24hr Survival Course, School holiday horse riding camps, School holiday Adventure Max camps, Wine and Oyster Kayak Tour and Gourmet Picnic Horse Rides.

 

 

Cabin Accommodation

It is a condition of making a booking with us that all participants agree to our full Terms and Conditions and our Cancellation Policy below for our Cabin Accommodation.

 

Our Cancellation Policy states that:

 

More than 15 days prior to arrival

  • Bookings may be transferred to another person or date without any loss of fees.
  • Cancelled bookings are refundable less a $75.00 cancellation fee.

Less than 15 days prior to arrival

  • Bookings may be transferred to another person without any loss of fees.
  • Cancellations within this period are subject to a 100% cancellation fee and will not receive a refund.
  • If a replacement booking can be obtained, bookings may be transferred to another date without any loss of fees, or a refund will be granted less a $75.00 cancellation fee.

No shows / early departure

  • Bookings will be considered forfeited and are subject to a 100% loss of fees.

 

Exemptions to our Cancellation Policy

Requests for an exemption to our Cancellation Policy (Adventure Activities and Cabin Accommodation) may be considered in exceptional circumstances by addressing an email to the Manager at adventures@glenworth.com.au

 

Insurances

Glenworth Valley strongly recommends that participants seek additional travel insurance covering cancellations and other potential unforeseen events prior to the commencement of your activities

 

Wet Weather

Glenworth Valley recommends that if you have any doubts about the weather you should bring wet weather gear with you or you can purchase disposable raincoats on the day.  It is very rare that we cancel activities due to wet weather.  Glenworth Valley will only cancel Adventure Activities in extreme weather conditions. Please feel free to phone us for updates about onsite weather conditions on (02) 4375 1222.

 

Terms & Conditions for all products and services

You are hereby warned and agree that entering Glenworth Valley, staying onsite and/or participating in any of the activities we provide are inherently dangerous recreational activities pursuant to the Civil Liability Act 2002.  If you choose to do so, you do so entirely at your own risk waiving all rights to claim for personal injuries including damages arising from the negligence of the proprietor.

 

Cabins

  • Check in time is after 3:00pm.
  • Check out time is strictly 10:30am.
  • Information relating to your cabin stay (including access) will be sent to you via the email address you have supplied at the time of booking.
  • Late check out may be requested at a charge of $50.00.  This must be requested and approved in advance and will be charged to your booking.
  • A $500 pre-authorisation will be required at the time of your booking.  This is to cover any incidental damages that may occur during your stay.
  • Due to the tranquil environment and location of the cabins, no parties are permitted.
  • Rubbish must be removed at your departure.  Any excessive damage and / or rubbish left during your stay will incur additional charges.
  • Please be mindful of noise, especially if arriving late.  There are other cabins around.
  • Please ensure that all gates are closed.
  • Please ensure that cabin keys are returned to the lock box after use.  Failure to return the cabin keys will incur additional charges for replacement.

 

Horse Riding Trails

  • Minimum age is 7 years for trail rides. (Riders 3-12 years can ride a lead pony)
  • The use of a helmet is compulsory and must always be worn on our Horse Riding Trails
  • Our guides instructions must always be followed.
  • Absolutely no drugs or alcohol is permitted. We value the safety of all our riders.  If staff are concerned for your / other customers safety because of intoxication, you will not be permitted to ride.
  • A waiver form must be read, understood and signed prior to our ride’s commencement
  • Doubling on horses can be dangerous and is NOT permitted
  • For animal welfare and safety reasons, Glenworth Valley has a maximum rider weight limit of 105kgs. Please be advised that this limit may be subject to variation daily according to which horses are available for work
  • Our trail rides cater for all experience levels, as such we ride to the lowest capabilities of the least experienced riders
  • Enclosed footwear is required for this activity
  • 4 hour and 6-hour Horse Riding Trails are already discounted and must be completed on the same day, they cannot be booked on consecutive dates or alternate days

 

Lead Ponies

  • For ages 3 to 12 yrs.
  • Children aged 3 to 5 years; 2 adults are required; one to hold the child on the horse.
  • Up to 4 children can share a lead pony, one at a time, in any one-hour session.
  • The use of a helmet is compulsory and must always be worn on our Lead Ponies tours
  • A waiver form must be read, understood and signed prior to the commencement of the activity
  • Doubling on horses is NOT permitted
  • Enclosed footwear is required for this activity

 

Kayaking

  • Minimum age 7 yrs.
  • Children under 15 years of age must be accompanied in a double kayak by an adult on all of our tours.
  • Minimum of 4 participants for a tour to proceed.
  • Kayaking at Glenworth Valley on Popran Creek is tidal and departure times are subject to tide levels.
  • Our guides instructions must always be followed.
  • All participants are required to wear a PFD (Personal Floatation Device)
  • A waiver form must be read, understood and signed prior to the commencement of the tour

 

Wine & Seafood Kayak Tour (Departing Woy Woy)

  • Minimum of 6 participants required for a tour to proceed.
  • Minimum age 12 years
  • Children under 15 years of age must be accompanied in a double kayak by an adult on all our tours.
  • Our guides instructions must always be followed.
  • All participants are required to wear a PFD (Personal Floatation Device)
  • A waiver form must be read, understood and signed prior to the commencement of the tour

 

Kayak Hire

  • Minimum age 7 years
  • Children under 15 years of age must be accompanied in a double kayak by an adult
  • Children under 7 years may be able to use a kayak through an on the day assessment by our Activities Manager
  • Our guides will provide instructions and must always be followed.
  • All participants are required to wear a PFD (Personal Floatation Device)
  • A waiver form must be read, understood and signed prior to the commencement of the tour

 

Quad Biking Tours

  • Minimum age 12 yrs.
  • Minimum of 4 participants for a tour to proceed on a weekend, or minimum of 2 participants for a tour to proceed on a weekday.
  • The use of a helmet is compulsory and must always be worn on our Quad Biking tours
  • Our guides instructions must always be followed
  • Absolutely no drugs or alcohol is permitted. We value the safety of all our riders.  If staff are concerned for your / other customers safety because of intoxication, you will not be permitted to ride.
  • A waiver form must be read, understood and signed prior to our ride’s commencement
  • Doubling on quad bikes is NOT permitted
  • Enclosed footwear is required for this activity
  • Because you are hiring equipment from us, each quad bike booking will require a valid credit card number to be provided for security purposes in the event of any damage to the bikes etc (similar to when you hire a car or hotel room).
  • Group bookings over 6 people are required to pay a refundable bond (subject to terms and conditions). The bond will be returned less any damage or expenses that may occur.
  • Online bookings are made through a secure website and we do not have access to your credit cards. In this case, one of our Adventure Consultants will contact you to obtain these details.
  • All riders need to pass our assessment test to qualify to go out on our rides. A 50% refund applies to any rider who fails our assessment test.

 

Abseiling

  • Minimum age 7 yrs.
  • Minimum of 4 participants for a tour to proceed.
  • The use of a helmet is compulsory and must always be worn on our Abseiling tours
  • Our guides instructions must always be followed .
  • Absolutely no drugs or alcohol is permitted. We value the safety of all our riders.  If staff are concerned for your / other customers safety because of intoxication, you will not be permitted to ride.
  • A waiver form must be read, understood and signed prior to your tour’s commencement
  • Enclosed footwear is required for this activity

 

Laser Skirmish

  • Minimum age 7 yrs.
  • Minimum of 8 participants for the activity to proceed.
  • Players under the age of 14 years old must be accompanied by an adult.
  • Our guides instructions must always be followed.
  • A waiver form must be read, understood and signed prior to your tour’s commencement
  • Enclosed footwear is required for this activity

 

Adventure Packages

  • Participants who do any 2 or more activities on the same or consecutive days as part of an adventure package will receive a discount off the normal purchase price of these activities with a choice of horse riding, kayaking, abseiling, kayaking or fishing. This discount applies to guided activities only.
  • Adventure package activities cannot be split between different people.

 

Camping

  • Camping under trees is an inherently dangerous practice due to the risk of falling branches which can result in loss of life.  There is no such thing as a “safe” tree, even healthy-looking trees can fail at any time.
  • We ask that you are considerate of your fellow campers and their right to enjoy a peaceful getaway. Please be advised that in the stillness of night, noise can travel many hundreds of metres. Therefore, please keep all noise to an absolute minimum. It is a condition of camping at Glenworth Valley that all music and noise cease by 10pm. If you are looking to stay up all night drinking and making noise, Glenworth Valley is the not the right place for you to camp.
  • DO NOT, under any circumstances camp under trees and always locate your tent etc well away from overhanging branches.
  • Though we love animals, for the safety of our horses and customers we unfortunately DO NOT permitted dog(s) or other domestication animals onto the property.
  • The maximum speed limit around Glenworth Valley is 40kmph. Around the Valley Event Centre, Quad Bike yard, Horse Yards the speed limit is 20kmph.  NSW road rules apply on all private roads in Glenworth Valley
  • Please place all rubbish in the bins provided. We expect visitors to leave the campsite clean and ready for others to use. If the area is left untidy you will be charged a cleaning fee of $150.

 

Gift Vouchers

  • You will be required to make a booking at least 2 days prior to your chosen activity date. This is a voucher only and your activity has not been booked in.
  • Vouchers are valid for three (3) years from date of issue unless otherwise stated.
  • Vouchers may be transferred to another person or to any of our other activities we offer.
  • The voucher must be presented on the day of your activity otherwise you will need to pay for the activity in full.
  • Vouchers are not refundable or redeemable for cash.
  • Vouchers are only valid for the dollar value shown on the voucher and are subject to additional fees if the current price of the activity exceeds the value of the voucher.
  • For quad biking, a credit card must kept / stored on file to be used at the time of booking to secure your ride.
  • Vouchers can be extended for up to 3 months beyond the original expiry date for an additional $30 administration fee per voucher.
  • All bookings and activities are subject to our full Terms and Conditions as shown on our website and elsewhere.