Refund terms & conditions
Advance bookings made on-line will be charged to your account at the time you make your booking. You will receive an email confirming your booking, bring this with you on the day to exchange for your uplift ticket, bike/equipment hire, coaching etc.
If we have to cancel or change your booking
Occasionally, we may be required to cancel the uplift at short notice for operational or safety reasons (e.g. snow/ice/fallen trees, high winds). If this situation arises we will try and give as much notice as possible and will give you a full refund or transfer your booking to another date. IN CASE OF EXPECTED BAD WEATHER CHECK THE HOME PAGE OF THE BIKEPARK WALES WEBSITE FOR WEATHER WARNINGS. DURING AN AMBER WARNING THE PARK IS OPEN BUT CUSTOMERS MAY MOVE THEIR BOOKING TO ANOTHER AVAILABLE DAY SHOULD THEY WISH TO, DURING A RED WARNING THE PARK WILL BE CLOSED AND CUSTOMERS MAY CHOOSE TO EITHER MOVE THEIR BOOKING OR RECEIVE A FULL REFUND. PLEASE ENSURE YOU HAVE PROVIDED A VALID MOBILE PHONE NUMBER WITH YOUR BOOKING AS PARK CLOSURES WILL BE ADVISED VIA MASS TEXT MESSAGE EARLY ON THE MORNING OF THE CLOSURE
BikePark Wales will take no financial responsibility for any other costs incurred for these cancellations (for example travel or accommodation costs) It is important that the contact number and email address left when booking are correct so we are able to get hold of you should we need to cancel. Please check your emails and texts before you set off.
Please note, rain does not affect our service and we will not cancel for these conditions.
At times if there is no one booked on for a 'full days' uplift or there are less than three riders booked for coaching then BikePark Wales reserve the right to close the service for that day - please refer to the 'Book now' page to check. We strongly recommend booking online to avoid disappointment.
If you have to cancel or change your booking
Uplift, Day Passes and events
Up to 8 days before the date for which you originally booked:
Between 7 days and 2 days before the date you originally booked,
In the event of extreme weather we may be forced to close the park for safety reasons. It is important you provide a valid mobile phone number at the time of booking as we will use this to contact you as soon as possible if we have to close the park.
What do the red and amber weather warnings mean?
BikePark Wales have now implemented a weather warning procedure that you can view online. All riders should look at the homepage of the BPW website prior to setting out to see if there are any weather warnings in place:
Amber: BikePark Wales intends to open but there is a high likelihood of bad weather which could potentially disrupt your visit. An amber light means you need to be prepared that some trails may be closed as a safety precaution, and that the uplift could be affected - if the weather worsens the park may need to shut. During amber warnings visitors may request to move their booking to another available date at no cost should they wish to. Requests to move bookings are to be made by email to [email protected] noting your order reference number.
Red: Extreme weather is expected and the trail network and uplift will be closed. If the traffic light system shows Red for the current / following day, all customers who have pre-booked can choose to either receive a refund or to move their booking to another available date via the reception team. If there is a red weather warning please do not come to BikePark Wales. To arrange to move your booking to a different date or for a refund please e-mail [email protected] - noting your order reference number."
Bookings of whole buses and packages and coaching
No refund will be given for any bookings cancelled 48 hrs before they are due to use the any service including but not exclusively uplift, entrance and hire. Please be aware of this when you book. All bookings except day passes incure a £5 admin fee per person per booking.
CHILDREN – Children aged 16 years and under must be accompanied by an adult at all times (including on the trails and on the uplift), no adult, no ride, no refund! If a booking is made for a person under the age of 17 you must notify BikePark Wales as soon as you book, notifying us of who will be accompanying them.
Bike Hire Terms and Conditions
You are about to take part in a high risk activity. You will minimise this risk by following the safety rules and advice in the mountain biker’s responsibility code. If you don’t follow the safety rules and advice you could have a serious accident which could be fatal.
Hire bikes are assessed by a qualified mechanic prior to being hired but please make sure that you follow the Mountain Bikers Checklist for your own safety (please request a copy if you are not familiar with it), and assess your bike before riding each run.
THE HIRER IS RESPONSIBLE for the bike and the equipment and will be liable for any loss or damage to the bike or equipment.
POSITIVE IDENTIFICATION – is required from each hirer plus a permanent address and car registration
PAYMENT for hiring is due before or at commencement of hiring. Delays in returning rental bikes will be charged for a half day or a full day depending on which you booked.
LOSS AND DAMAGE DEPOSIT – a £250 deposit per bike is required when hiring a bike but is refundable on return of the bike. The hirer will be liable to pay in full the cost of any loss or damage of the bike/equipment which may be over and above that of the security deposit.
Any damage will be charged for at cost price. Rental bikes should only be ridden on the grade of trail that they are designed for. Any bikes found to have been ridden on a trail above the grade they are designed for will have their damage deposit withheld.
SECURITY – bikes must not be left unattended at any time unless locked securely. Overnight hire is not permitted, bikes must be returned to BikePark Wales at the end of each day.
Winter morning Session: 9:30am to 12:30pm
Winter afternoon Session: 1:00 pm to 4:00pm
Summer morning session (May-September): 10:00 am to 1:00 pm
Summer afternoon session (May to September): 2:00 pm to 5 pm
All day Session winter: 9:30 am to 4:00pm
All day session summer (May to September): 10:00 am to 5:00 PM
Photo ID (drivers licence or passport will be required and retained during hire period) and a credit card imprint will be kept during hire.
Bikes rented for the day must be returned by 5PM (4:00 winter), AM only rentals must be returned by 1PM (12:30 winter). Late bikes will be charged at £5 for every 15 minutes.
CANCELLATION – Within 48 hours, full charge. Within 2 weeks 60% cancellation charge, within 1 month 40% cancellation charge.
CHILDREN – Children aged 16 years and under must be accompanied by an adult at all times (including on the trails and on the uplift), no adult, no ride, no refund! If a booking is made for a person under the age of 17 you must notify BikePark Wales as soon as you book, notifying us of who will be accompanying them..
Junior bikes are for children under 4ft 6”.
HELMETS are mandatory, if you do not have one you will be required to hire one. No bike will be hired without a helmet (either your own or hired)
Gift Vouchers are only redeemable for online purchases at www.bikeparkwales.com. There are no refunds on gift vouchers after 14 days of purchase, any cancellations within 14 days of purchase are subject to a £5 admin fee. Once a gift voucher has been used in part or if full it is no longer refundable. Gift vouchers expire 1 year from the date purchase.
Online Bike Purchases
The Purchase Contract
BikePark Wales must receive at least 25% of the full price for the bike you have ordered to enable for your order to be accepted. At this point a contract is formed. You may choose to make full payment through the website for convenience. This is referred to as your “reservation deposit”, and details of your cancellation rights are detailed below.
Once payment has been received BikePark Wales will confirm and accept your order by sending an email to the email address you provided during the online order process. The email includes your name, the order number and the total price of the goods ordered as well as how much you have paid to date. Please check this e-mail when you receive it to check your order. Please notify us within 24 hours if you notice a problem with your order.
BikePark Wales acceptance of your order brings into existence a legally binding contract between us on these terms. Any term sought to be imposed by you in your order will not form part of the contract.
BikePark Wales is entitled to withdraw from any contract in the case of obvious errors or inaccuracies regarding the goods appearing on our website. If an error or inaccuracy is discovered with regards to the advertised price of the goods that you have ordered, we will contact you as soon as possible by e-mail. This will be to inform you of the correct price of the goods, and to ask you if you wish to continue with the order at the amended price, or to cancel the order altogether.
Availability of Ordered Goods
BikePark Wales only advertise products that are in stock but if due to innacuracies BikePark Wales has insufficient stock to deliver the goods ordered by you, we will notify you as soon as possible by the email you provided and payment taken will be re-credited to the card on which payment was originally taken. The refund will be made as soon as possible and in any event within 14 days of your order. BikePark Wales will not be obliged to offer any additional compensation for disappointment or loss suffered.
Please note: we endeavour to bring our customers the best value we can by running special offers, but please remember stocks are limited at the special offer price, and subject to availability. We update our website as quickly as we can to minimise disappointment. The process of updating the website when goods have sold out at promotional price can take a few hours to update.
Cancellation, returns and Refunds
All purchases must be picked up in store, at which point the legal ownership of the bike transfers to you. It is your responsibility to make sure you are happy with your bike before you leave the shop, bikes that have been ridden outside are not entitled to be returned for a refund.
If an order is cancelled you will no longer be entitled to a free season pass or a “golden ticket”. These are only issued on completion of your purchase in store. These have a product value of £0.01 and are not transferable or refundable.
Should you choose not to continue with your purchase below we explain the conditions of refund:
You want to cancel your order
If your bike was sold to you with a factory specification, you have a 14 day cooling off period during which you are entitled to your reservation deposit to be refunded. The refund will be paid within 14 days of you notifying us in writing. The cooling off period ends after 14 days or when you collect your bike from the shop whichever is sooner.
If your bike was bespoke, with custom parts fitted you can only return for a refund if it is faulty. At our discretion we may be able to offer a partial refund of your reservation deposit less the cost of the bespoke parts and a labour charge of £35/hour to convert back to a factory specification for resale. For products ordered in especially this partial refund may not be available.
We cancel your order
If the bike your ordered is not available we will refund you in full within 14 days of notifying you that the product is not available.
If you do not arrange collection within 30 days we reserve the right to cancel your order. You will be refunded your reservation deposit less £40 admin fee to cover the staff time incurred.
We reserve the right to cancel your order for any reason, in this situation we will refund you in full within 14 days.
Unless faulty goods collected in person cannot be refunded once the bike has left the premises.
Changes to This Agreement
BikePark Wales reserves the right to make changes to our site, policies, and these terms and conditions at any time. If any of these conditions shall be deemed invalid, void, or for any reason unforeseen, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition.
Other terms and Conditions
From time to time some trails may have to be closed for routine maintenance work - we will try and give you the most up to date information of any closures on the day of your uplift however this cannot always be guaranteed.
BikePark Wales will take no responsibility for any items left unattended on the bus and strongly advise against bringing valuables with you.
It is your responsibility to ensure your bike is securely loaded on the uplift trailer, any questions please ask the driver to help.
Fat bikes do not fit on our trailers, if you arive with a fat bike you will not be entitiled to a refund.
We do not hold your payment details on file. All sensitive information goes through Sagepay, our payment provider who keep it safe.
Sagepay are one of the leading companies on the web for taking credit card payments and have an excellent track record in data security.
If you have any queries please contact us
Pay to Ride
BikePark Wales is a pay to ride venue and revenues from entry fees are used to fund trail maintainance and building new trails. Please respect this and buy your trail pass at reception upon arrival. Anyone found riding on site without a valid pass will receive a £50 spot fine.
BikePark Wales reserve the right to change its Terms and Conditions at any time.
ACCEPTANCE OF RISK
YOU ARE ABOUT TO TAKE PART IN A HIGH RISK ACTIVITY. YOU WILL MINIMISE THIS RISK BY FOLLOWING THE SAFETY RULES AND ADVICE IN THE MOUNTAIN BIKERS RESPONSIBILITY CODE AND THE MOUNTAIN BIKE AND EQUIPMENT CHECKLIST. IF YOU DON’T FOLLOW THE SAFETY RULES AND ADVICE YOU INCREASE THE LIKLEHOOD OF A SERIOUS ACCIDENT WHICH COULD BE FATAL.
It is important that everyone who uses BikePark Wales takes note of the following Health and Safety advice:
MOUNTAIN BIKE AND EQUIPMENT CHECKLIST
The trails at BikePark Wales are rough, challenging and demanding on both bike and body.
We recommend the use of appropriately sized, modern, long-travel, full suspension bikes with good quality hydraulic disk brakes in the park.
Before riding always inspect your equipment or have it checked by a qualified bike mechanic.