It's rare for activity sessions to be cancelled, but it can happen- usually due to weather conditions, equipment issues, or an instructor being unwell. Here's how we handle it and what you can expect.
How we let you know
If a credited activity session you're enrolled in is cancelled, we'll notify you by:
Email- sent to the email address linked to your account
SMS- sent to the mobile number on your enrolment profile (if provided)
We aim to give you as much notice as possible. If a cancellation happens on the day, we'll also put up signage at the activity location and our team will be on hand to help.
During the event, keep an eye on WhatsApp for any last-minute updates- message us on +1 555 832-9924 if you have questions.
What happens to your credits
If a credited session is cancelled, the credits you used to enrol will be automatically returned to your balance. You don't need to do anything, they'll be available straight away for you to use on another session.
Finding an alternative
If your session is cancelled, here are some options:
Check Enrolment for other sessions with availability, your returned credits mean you can book something new
Drop-in activities don't require credits and are a great way to fill a gap in your schedule
Ask a Ranger or the Info Team for suggestions and help enrolling in other sessions
Drop-in activity changes
Drop-in activities may occasionally close early or have reduced hours. Since these don't require credits or pre-booking, we won't send individual notifications- but we'll update signage at the location.
Whole-activity cancellations
Very occasionally, an entire activity (all sessions across the weekend) may need to be cancelled. If this happens, we'll notify everyone who was enrolled across all sessions by email and SMS, return all credits, and do our best to offer a suitable alternative where possible.