Terms & Conditions
Introduction
These Terms & Conditions (“Terms”) govern all bookings, participation, and engagement in guided walks, workshops, outdoor activities, and events (“Activities”) provided by Nature Nell and Dr Dell CIC (“we”, “us”, “our”). By booking or participating in any Activity, you (“you”, “participant”, “customer”) agree to be bound by these Terms.
Booking and Payment
All bookings must be made through our official website.
Full payment is required at the time of booking unless otherwise stated.
You are responsible for ensuring that all information provided during booking is accurate.
Cancellations and Refunds
Cancellations by Participants
Cancellations made 7 days or more before the Activity date are eligible for a full refund.
Cancellations made within 7 days of the Activity are non‑refundable, but the booking can be transferred to another available date.
No refunds are issued for non‑attendance.
​
Cancellations by Us
We reserve the right to cancel or reschedule Activities due to:
-
Severe weather
-
Safety concerns
-
Staff illness
-
Insufficient participant numbers
-
Circumstances beyond our control
If we cancel an Activity, you may choose between a full refund or transferring your booking to another available date.
Participant Responsibilities
By joining an Activity, you agree to:
-
Follow instructions given by our guides and staff.
-
Behave respectfully toward other participants, wildlife, and the natural environment.
-
Wear appropriate clothing and footwear for outdoor conditions.
-
Inform us of any relevant medical conditions, allergies, or accessibility needs prior to the Activity.
We reserve the right to remove any participant whose behaviour is unsafe, disruptive, or inappropriate, without refund.
Health, Safety and Fitness
Our Activities take place outdoors and may involve uneven terrain, variable weather, and physical exertion.
-
You participate at your own risk and must ensure you are physically able to take part.
-
Children under 16 must be accompanied by a responsible adult unless otherwise specified.
-
We may refuse participation if we believe an Activity is unsuitable for your health or safety.
Weather Conditions
Nature is unpredictable. Activities will proceed in most weather conditions, including light rain. We may modify routes or content for safety. In cases of extreme or dangerous weather, we may cancel or reschedule the Activity (see Section on Cancellations and Refunds).
Liability
We hold appropriate public and products liability insurance for our Activities.
However, we are not liable for:
-
Personal injury resulting from failure to follow instructions.
-
Loss or damage to personal belongings.
-
Events outside our reasonable control.
You are responsible for your own personal insurance if desired.
Accessibility
We aim to make our Activities inclusive and accessible. Please contact us before booking if you have specific accessibility needs so we can advise on suitability or make reasonable adjustments where possible.
Photography and Media
We may take photographs or videos during Activities for promotional use on our website and social media.
If you prefer not to be included, please inform us before the Activity begins.
Participants may take personal photos but must respect the privacy of others.
Environmental Responsibility
Our mission includes fostering respect for nature. Participants agree to:
-
Avoid disturbing wildlife.
-
Stay on designated paths where instructed.
-
Dispose of waste responsibly.
-
Follow Leave No Trace principles.
Data Protection and Confidentiality
We collect and process personal data in accordance with UK General Data Protection Regulations (GDPR) and the Data Protection Act, 2018 and are registered with the Information Commissioner Office (ICO).
Your information is used only for booking management, communication, and safety purposes. We do not share your data with third parties except where required by law.
We respect your privacy and are committed to handling all personal information with care. Any details you provide during booking or participation — including contact information, medical disclosures, or accessibility needs — will be treated as confidential. Personal information will only be shared with staff or volunteers when necessary for the safe delivery of an Activity. We will not disclose your information to third parties unless:
-
You give explicit consent,
-
It is required for safety or safeguarding purposes, or
-
We are legally obliged to do so.
Complaints
We aim to provide high‑quality, enjoyable, and safe experiences for all participants. If you are dissatisfied with any aspect of an Activity, we encourage you to raise the issue with us as soon as possible so we can address it promptly.
Complaints made during an Activity should be directed to the guide or activity leader, who will do their best to resolve the matter on the spot.
If your concern cannot be resolved at the time, or if you wish to make a formal complaint, please contact us in writing within 14 days of the Activity. We will acknowledge your complaint within 5 working days and aim to provide a full response within 21 working days.
All complaints will be handled fairly, confidentially, and without discrimination.
Feedback and complaints are used constructively to improve our services and ensure the wellbeing of all participants.
Changes to These Terms
We may update these Terms at any time. The published version (including date of publication) in effect at the time of your booking applies to your Activity.
Contact Information
For questions, concerns, or accessibility requests, please contact us via our website’s contact page (www.naturenell.com).