Cancellation and Refund Policy

Cancellation by the Company

The safety of our guests and staff is our top priority.

If we must cancel an activity due to unsafe water levels, safety concerns, or any other circumstances beyond our control, guests will have the option to:

• Reschedule their reservation, subject to availability;

• Change to another activity, subject to availability;

• Receive a full refund of all amounts paid.

 

General Reservations

A $25 deposit per person is required at the time of booking.

This deposit is non-refundable.

Exceptions may be granted only in the following cases:

• Presentation of a valid medical certificate;

• Bereavement or another exceptional circumstance deemed significant.

Supporting documentation must be provided for the request to be reviewed.

No refunds will be issued for cancellations made within 7 days of the scheduled activity, except in the exceptional circumstances listed above and upon presentation of the required documentation.

 

Mistassibi Rafting (La Sensass) and Riverboarding

For La Sensass on the Mistassibi River and Riverboarding:

• Full payment is required at the time of booking.

• This payment is non-refundable, except upon presentation of:

  • A valid medical certificate; or

  • Proof of bereavement or another exceptional circumstance deemed significant.

• Supporting documentation is required in all cases.

If a cancellation or withdrawal involves more than one participant in a group booked, notice of cancellation must be provided at least 24 hours before the activity begins. Failure to do so will result in no refund or credit being issued.

 

Reservation Modifications

Date changes are accepted if requested more than 7 days before the scheduled activity, subject to availability.

Any request to modify a reservation made within 7 days of the scheduled activity will be reviewed. If the requested modification cannot be accommodated, the request will be treated as a cancellation and will be subject to this Cancellation and Refund Policy.

 

Reduction in Group Size

A reduction in the number of participants is considered a cancellation for the cancelled spots and is subject to this cancellation and refund policy starting with the second participant removed from the reservation.

Removing one participant from a reservation is permitted without penalty, except for La Sensass (Mistassibi) and River Sledding, for which the applicable cancellation policy remains in effect.

 

Late Arrival or No-Show

Participants must arrive at the designated meeting location at the scheduled time.

Participants who arrive late or fail to appear at the scheduled meeting time may be denied participation. In such cases, no refund, credit, or rescheduling will be provided.

 

Refusal of Participation for Safety Reasons

We reserve the right to refuse participation to anyone who:

• Is under the influence of alcohol or drugs;

• Refuses to follow the safety instructions provided by our guides;

• Behaves in a manner that endangers their own safety, the safety of other participants, or our staff.

In these situations, no refund, credit, or rescheduling will be granted.

 

Weather Conditions

Our activities generally operate rain or shine, including in rainy weather.

Only conditions deemed unsafe by our team, including unsafe water levels, severe thunderstorms, flooding, or any other situation that could compromise safety, may result in an activity being modified, postponed, or cancelled.

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Activity Interruption

If an activity must be interrupted, delayed, or temporarily suspended due to an injury, a medical emergency, or any other situation requiring intervention by our staff, participants who are not directly affected by the incident will be offered the opportunity to continue the activity, provided that the management of the situation can be completed within a reasonable timeframe and that it is safe to proceed.

If a participant chooses not to continue the activity after being offered this option, no refund, credit, or compensation will be provided.

 

Refund Processing

Approved refunds are typically processed within one week.

However, the company reserves the right to extend this processing time if additional review is required, further verification is necessary, or if information or supporting documents are missing before the refund can be completed.

 

General Conditions

By making a reservation, the customer acknowledges that they have read, understood, and accepted this Cancellation and Refund Policy.

Management reserves the right to request any documentation necessary to process a refund request made under the exceptions outlined in this policy.