FAQs Let us help you plan your adventure

When things go wrong and you need to change your plans, Kandoo Adventures can help with our Lifetime Deposit service. Basically, if you book and pay a deposit then find that you need to change or cancel your trip, any deposit you have paid is good for any adventure you book in your lifetime. It doesn't have to be the same trip, you can choose to book onto any of our adventures and the Lifetime Deposit applies.  No lost deposits, no hassle, no questions asked.

And it's even better than that. If you don't think you are going to be able to use the deposit in the foreseeable future we are also happy for you to transfer the deposit to a friend (what a great Christmas present!) or even ask us to use it in one of our charitable projects. It's your deposit and you get to choose what you want to do with it.

Sadly in a world where lawyers rule there is some small print and to be transparent here it is. Nothing unreasonable we hope.

1. One Lifetime Deposit can be issued per cancelled tour per person confirmed on the tour up to the value of the deposit paid by the person cancelling
   
2. If a tour has to be cancelled because of force majeure no Lifetime Deposit is available
   
3. You can get more than one Lifetime Deposit if you cancel more than one trip (seriously bad luck) but they cannot be combined on a single new booking
   
4. If your Lifetime Deposit is more than the price of any new tour you book you can't rollover any balance or get a refund - it is strictly one time use
   
5. If the new tour you want to book needs a bigger deposit than the one you originally paid then you have to pay the difference
   
6. Private Groups, Open Groups & Customized trips may be exempt from Lifetime Deposits where we have had to pay to buy permits or to reserve accommodation and can't get  the payment back.
   
7. The one thing you aren't able to do with your Lifetime Deposit is get your cash back sorry.
   
8. Lifetime Deposits, and any portion of them, are not refundable in cash - but you can use your Lifetime Deposit to confirm your next tour booking with us with no cash 
   

So that's it. Hope you don't have to use it but it's there to help when you need it most.

We continue to monitor the Coronavirus (COVID-19) pandemic closely to ensure safety for our customers and team. In deciding whether we need to cancel any of our trips, we take advice from the UK Foreign, Commonwealth & Development Office (FCDO), who would advise against travel to or impose restrictions on countries (or areas within countries) that are deemed to be unsafe.

We would normally only cancel the trip if either the FCDO, or similar government advisory body in your home country, advised against all but essential travel to that particular country or region. In these circumstances,  we would offer you the opportunity to transfer to any available future trip with us. We appreciate that you may not be able to commit immediately to an alternative date due to work and home life commitments, and we will keep your booking on hold until such time as you are able to confirm your new travel plans.

If you prefer, you will also have the option to change your booking to any other destination that we offer, and again with the option to travel at a date that is convenient for you. In this case, we will offset  the value of your existing booking against the cost of the new trip and you will only need to pay any price difference. 

Unless a travel advisory notice is in place, all of our trips will run as scheduled. If you choose not to travel, you have the option to move your booking to a future date and we will carry over the money you have paid, less any disbursements and an administration fee. Disbursements would include any costs that we have incurred and cannot recover, such as cancellation costs from hotels and local airlines, or permit fees. If you do not wish to reschedule your trip, then our standard cancellation charges will apply. We would encourage you to contact us to discuss your specific booking further if, for any reason, you are concerned about travelling.

Your safety and well-being is always the number one priority at Kandoo Adventures.

We operate all our travel destinations in accordance with the UK Foreign, Commonwealth & Development Office (FCDO) advice, which publishes travel advisory notices for British nationals. We also closely follow the advice of ABTA (The Association of British Travel Agents) which provides support to UK tour operators.  

In addition to this, our extensive, directly-managed operations in each of our destinations, provide us with detailed knowledge and up-to-date information, which enables us to make informed decisions and operate our trips safely.

We always recommend that you regularly check the FCDO's travel advice, in order to keep up to date about the country you are planning to visit.

If you are not a UK resident, we would recommend that you visit your government's travel advisory website for further information:

• USA
  
• Canada
  
• Australia
  
• New Zealand
  

Alternatively, you may have a look at our Travel Updates section on this page or seek further information from the World Health Organisation.

We would normally only cancel the trip if either the FCDO, or similar government advisory body in your home country, advised against all but essential travel to that particular country or region. In these circumstances,  we would offer you the opportunity to transfer to any available future trip with us. You can reschedule on a like-for-like basis so there will be no penalty or price adjustments if you choose to join the same trek in 2022. We appreciate that you may not be able to commit immediately to an alternative date due to work and home life commitments, and we will keep your booking on hold until such time as you are able to confirm your new travel plans.

If you prefer, you will also have the option to change your booking to any other destination that we offer, and again with the option to travel at a date that is convenient for you. In this case, we will offset  the value of your existing booking against the cost of the new trip and you will only need to pay any price difference.

If you have any further concerns or queries relating to your upcoming trip, please contact us.

Before you even arrive on the mountain this begins with planning routes that ensure good acclimatisation. We recruit and train the very best guides and we use world class equipment.

Once you are on the mountain we do everything possible to ensure you remain healthy. We monitor your health closely to spot the early warning signs of problems. As a company we run a full Safety Management System. This begins with establishing clear safety objectives then looks at detailed risk assessments. We then design our procedures to minimise those risks. We then listen to feedback to ensure that our safety protocols are continually improving.

We maintain £10m of Public Liability Insurance and, in order to obtain this, our safety protocols and risk assessments are reviewed annually.

Certified Wilderness First Responder trained guides