The Arbutus Routes Flexible Booking Policy

All Participants or Equipment Users will be required to read and agree to our Release of Liability, Waiver of Claims, Assumption of Risks and Indemnity Agreement (Tour and Rental Agreement). This document is able to be read and completed here: Tour and Rental Agreement

Note:
This policy applies to individuals and groups smaller than 12 guests.  Corporate groups, event bookings and/or groups larger than 12, or groups requesting custom departure times, are subject to our “Group Booking & Cancellation Policy”, available upon request.

All prices are listed and charged in $CAD. International exchange rates and fees will vary depending on your credit card issuer.

A 20% Deposit is due at the time of booking to confirm your tour and/or rental. Remaining balance is due in store at time of departure. Size changes and alterations can be done via email, phone, or in-store; but are subject to availability.

In the event of Changes, Cancellations and Late returns; we ask that you keep us notified of your changing plans so we can best accommodate you and our other guests. Our official policies are outlined below:

Rental Changes and Cancellations:

• Cancellation made more than 24hrs prior to the rental time- 5% processing fee retained to cover processing costs.
• Cancellation made less than 24hrs prior to the rental time – 20% deposit is held for payment. Nothing else owing.
• Cancellations made on the day of departure; No refunds will be issued on the day of departure and payment will be processed in full. Changes on the day of departure are subject to availability and charges are at the discretion of the booking agent.

* We will refund your deposit back to the same credit card that you placed your booking with. To help us cover some of the costs (Credit Card fees) for the cancellation there is 5% processing fee. This is equal to 5% of your deposit rather than the full invoice amount.

Late returns:

• All Bicycles and Equipment must be returned no later than the end date and time as indicated on the invoice or they will be considered a late return.
• In the event of a late return, it is at the discretion of the booking agent to charge additional rental fees for the duration of the delay.
• Bicycles and Equipment that are returned the following day after a rental period ends will be charged an additional non-discounted 24hr day rate for each item.

Damages:

• Any damages to Bicycles and Equipment must be made apparent to staff upon returning.
• Customers are responsible for the cost of repair for any damage that would typically be incurred by an impact or accident, as judged by our staff. We will charge parts and labour used to bring the Bicycle or Equipment back into suitable rentable condition.
• Our Accidental Damage Protection (ADP) will remove the cost of repair for any accidental damage to our bikes or equipment.
• Intentional damage or misuse of Bicycles and Equipment will void the ADP policy.

Age Restrictions:

• All minors (19 or younger) must have a parent or guardian present to complete our ‘Tour & Rental Agreement’.
• All rental e-bike products are restricted to riders 16 years or older.
  

  
  Tour Changes and Cancellations:

  • Cancellation or date changes made more than 24hrs prior to the tour -5% processing fee retained. Remainder of deposit returned to customer.
  • Cancellation or date change made within 24hrs prior to the tour time – 20% deposit is held for payment.
  • Cancellation or date change made after 5pm the day before – 50% payment due.
  • Cancellations or date change made on the day of departure; No refunds will be issued on the day of departure and payment will be processed in full. Changes on the day of departure are subject to availability and charges are at the discretion of the booking agent.
    
    

  * We will refund your deposit back to the same credit card that you placed your booking with. To help us cover some of the costs (Credit Card fees) for the cancellation there is 5% processing fee. This is equal to 5% of your deposit rather than the full invoice amount.

Updated 27 November 2024.