Summer Family Retreat 2021
Terms and Conditions
Helping You Get the Best Out of Your Stay
All guests must read and comply with the following key information within this document.
COVID-19 Safety Measures
IMPORTANT: Please read these terms carefully before committing to any event organised by Knowledge to Action. This document explains the important information and conditions that will apply to events held during the Covid-19 pandemic. If you have any concerns or questions, please contact info@ilm2amal.org.
It is a worrying time for everyone at the moment, and we don’t want any concerns you may have about staying with us to add to your worries, so we have made our terms and conditions as clear as we can.
Guests should be aware of the risk of a further Covid-19 spread and, as such, understand the possibility that bookings may need to be cancelled.
Of course, we hope that cancellation won’t be necessary, and we look forward to welcoming you soon.
Booking Terms & Conditions
Bookings are made online and payment of the full amount is taken at the time of booking.
In the unlikely event that we have to change or cancel your booking, we reserve the right to do so.
Cancellation (Non Covid-related): You will have 7 days to make a cancellation from the date of confirming your reservation (cooling off period). However, we will charge an admin fee of £20 per person. Any cancellation made after 7 days from the booking confirmation will be charged the full amount.
Cancellation (Due to Govt restrictions): If we have to cancel your booking due to forced closure by a Government lockdown, either national or local, or due to infection on the premises, then we will do our best to a) move the booking to a later date, b) move to a different centre or c) give a full refund of monies paid.
Cancellation (Covid-related): Should it become necessary for you to cancel your booking with less than 7 days of your arrival due to a Government lockdown in your local area, a positive Covid-19 test, or because you have been told to self-isolate, then we will do our best to a) move the booking to a later date or b) give a full refund of monies paid. In order to process this refund, we reserve the right to request proof of a positive Covid-19 test within your travelling party.
For the safety of all guests and our staff, anyone suffering from Covid-19 symptoms (as described by the Government at that time), either on arrival or during their stay, will be asked to return to their main residence to self-isolate.
By making a booking you agree with the Terms and Conditions as listed above
Actions the Outdoor Centre are Taking Against Coronavirus - Covid-19
Please see below for how we (Knowledge to Action) and our outdoor partners are making sure you have a happy, healthy and relaxing stay.
We pride ourselves in always having the highest hygiene standards but want to let you know that during the current Coronavirus pandemic we are working with our outdoor partner to take extra care to make your stay a happy, healthy and relaxing one.
All rooms and public areas are cleaned with antibacterial products.
There will be 2m social distancing in place throughout the resort especially in indoor communal areas and group activities where there will be anti-bacterial gel or hand sanitisers available for guests to use when entering and leaving the building.
Face masks will be worn indoors.
Code of Conduct
All guests who enter the Outdoor Centre (including all surrounding land, car parks and other facilities which are under the ownership and/or control of the Outdoor Centre) shall be deemed to have accepted, and agree to comply with, this Code of Conduct. Guests are admitted to the Retreat strictly subject to this Code of Conduct. There are no exceptions.
This Code of Conduct should be read and understood by all attendees prior to their arrival. The Code of Conduct will be continuously updated in accordance with current Government guidance. Until further notice, all Attendees should review this Code of Conduct each time they attend a Knowledge to Action event.
Covid-19 Related Responsibilities
Social Distancing and other Legal Requirements: It the responsibility of every event attendee to act responsibly and in accordance with any Legal Requirements and the Code of Conduct – see below. Where young children are involved, it is the responsibility of every parent or carer to ensure that any child that they have invited to any Knowledge to Action event is supervised at all times and informed about Knowledge to Action’s Code of Conduct and Legal Requirements. Knowledge to Action shall not be liable in any way for any illness or loss whatsoever arising from failure of parents and children to comply with this obligation. Knowledge to Action reserves the right, in its absolute discretion and without penalty or liability, to deny entry to or eject from any event any person breaching such Legal Requirements or the Code of Conduct (see 2 below).
Duty of Care to Other Guests: Everyone attending a Knowledge to Action event has a duty to other event guests and Knowledge to Action’s staff and instructors and it is their responsibility to ensure that you and, as applicable, your dependents do not attend any event if at the time of the applicable event you or any attendee (or any member of your or their household or support bubble) are experiencing any Covid 19 symptoms as published by the government from time to time or have been told to self-isolate by the NHS test and trace programme or should not attend because of Legal Requirements.
Restricted Use of the Nature Resort Facilities: The Outdoor Centre has the right to refuse entry to designated areas or facilities which are closed or where a capacity limit has been set by Legal Requirements or the Code of Conduct.
All guests who enter the Centre (including all surrounding land, car parks and other facilities which are under the ownership and/or control of the Outdoor Centre) shall:
Comply with all current Government requirements and guidance regarding COVID-19;
Comply with any health checks required by the Outdoor Centre and/or Knowledge to Action prior to being given access to the Retreat;
Observe all social distancing protocols and wear any PPE (such as masks or other face coverings) in accordance with the Government or PHE guidance in place at the time;
Maintain personal hygiene including, but not limited to, by regularly washing their hands, using hand sanitiser, avoiding touching their face and observing coughing and tissue etiquette.
Only use any hand sanitiser, disinfectant wipes or other personal hygiene products made available at the Retreat for the purpose for which they have been provided and shall not remove these from the locations in which they are provided;
Follow all Retreat signage and the instructions of staff, officials or other emergency services present at the Retreat at all times; and
Only attempt to access those areas for which they are entitled under their reservation.
Customer Obligations
General & Social Etiquettes:
All guests will observe exemplary behaviour during the course of their stay and will:
Follow instructions set out clearly by the Outdoor Centre and Knowledge to Action;
Respect all staff and group and activity instructors on site and all other attendees at all times;
Be mindful of other attendees and groups in public places such as the canteen and communal areas as well as private shared areas such as sleeping cabin area;
Not disturb others especially during the nightly hours (curfew between 11 pm to 7 am with the exception of morning prayer);
Clean up after themselves in their private accommodation as well as the canteen area;
Take full responsibility for their belongings and any young dependents at all times;
Be punctual to all group sessions and activities led by their Group Leader;
Not leave the resort without seeking prior permission from their Group Leader;
Not enter the room of another person without knocking or prior permission;
Not remove equipment or any other item that does not belong to them without the owner’s permission; and
Report any safeguarding incidents or threats to Group Leader that determine the safety of the any individual or the wider group.
Parental Responsibilities:
Parents and/or carers accompanying a party of minors shall agree to act ‘in loco parentis’ at all times and will accept full responsibility for the general conduct of their child(ren) throughout the visit. Knowledge to Action staff along with the Outdoor Centre staff provide activity instructions only to groups during sessions. Parent and carers shall:
Take all reasonable steps to minimise disturbance to other guests and prevent damage to the property.
No party member over or under 18 years of age consumes alcoholic drinks or illegal substances at all times during their stay.
Ensure that no guest smokes in any part of the Centre other than in those areas marked as designated smoking areas.
Suitable arrangements are made for the exclusion of any guest who fails to comply with the provisions of this clause or the reasonable instructions of the Outdoor Centre.
Knowledge to Action or the Outdoor Centre are reimbursed in full on or before the Departure Date in respect of all loss or damage caused or contributed to by any guest.
All appropriate measures are taken for the protection and security of any valuables baggage or other personal possessions responsibility for which shall remain with the customers and the group member(s).
The operation of the Outdoor Centre is subject to statutory controls including those relating to fire licensing entertainment safety of equipment and the parent / carer shall ensure that all guests and visitors under their control or supervision strictly observe all such requirements.
Parents and carers must advise Knowledge to Action at the time of making any Booking or as soon as the customer becomes aware of any special needs or care requirements required for any member in their party and the guest acknowledges that Knowledge to Action or the Outdoor Centre does not provide routine or special assistance to party member(s) in respect of any such special needs or care requirements.
Knowledge to Action reserves the right to decline any Booking or exclude any party member at any time prior to or during the Activity if in Knowledge to Action’s opinion the inclusion of that party member is not compatible with the general enjoyment and well-being of the visit. Any additional costs so incurred would be entirely at the responsibility and expense of the customer.
Arrival & Departure Time:
Check In: Check in is from 14:00 onwards.
Check Out: Check out time is by 12 noon.
If you are arriving late or after 21:00, please let Knowledge to Action know 24 hours prior to your arrival.
Participating in Physical Activities:
Participation in activities requires participants to be in good health and have a reasonable basic level of fitness. Participants not able to take part in physical activities should inform Knowledge to Action at the time of booking.
Special Assistance:
If you or any member of your party has any special access requirements, please let Knowledge to Action know prior to your arrival.
Damage to Rooms or Contents:
Where a guest causes damage to any part of the room or to any of the fixtures and fittings the cost of replacement or repair will be charged to the guest. Where a guest causes temporary damage a cleaning charge will be added to the guest’s bill.
Accidents:
Please let us know immediately of any damage or spillage, however caused, so that we can clean or repair. We understand accidents happen and early intervention can prevent permanent damage. Failure to inform us will result in a charge being made against you for damage subsequently found.
Smoking:
The Centre is a non-smoking premises and smoking in indoor areas is not only a fire hazard but it is against the law. If a guest is found smoking anywhere in the cabin, canteen or communal areas they will be asked to leave and full payment for the reservation will be maintained. Should it be found after a room has been vacated that the guest/visitor has smoked in the room a charge will be made against the debit/credit card for full and thorough cleaning of the room and for any loss incurred to the business by us having to cancel or turn away bookings whilst the room/accommodation is thoroughly cleaned.
Bedding:
Bedding is provided in each room for the use of guests during their stay. Guests will need to bring their own towel(s).
Parking:
The Centre offers free parking on a first come first served basis. The users of the car park do so at their own risk. We (Knowledge to Action) will not accept any liability for any Accidents, Damage or Loss Incurred. Valuables should not be left in vehicles at all times.
Food in Private Rooms:
All food should be eaten in the canteen. Cooked, smelly cold foods or Takeaways are not allowed in the bedrooms for the convenience of other guests using the rooms. Snacks from the tuck shop are permissible in private rooms but litter is strictly prohibited. If a guest wishes to buy a takeaway meal from outside the Centre, they must eat it at the take-away or in the canteen during opening hours.
Breaches of this Code of Conduct
Any breach of this Code of Conduct will be reported to the Outdoor Centre. There will be a zero-tolerance approach to breaches of this Code of Conduct. In the event of any breach by an guest, Knowledge to Action or the Outdoor Centre may immediately remove the guest and their dependents from the Retreat.
Any individual who is ejected from the Retreat for breaching this Code of Conduct may be unable to attend future Knowledge to Action Events.
Complaints:
In the event that the guest is not satisfied with the Activity or services provided by Knowledge to Action or the Outdoor Centre, the customer must notify Knowledge to Action during the stay of any claim the customer intends to pursue thereby affording Knowledge to Action the opportunity to rectify any problem raised. If it is not resolved immediately the customer should write to Knowledge to Action immediately and we will endeavour to find a satisfactory solution subject to the liability limits in Clause 9.). Knowledge to Action shall not accept liability for any complaint which is not notified to Knowledge to Action in writing within 28 days of the Departure Date.
Insurance:
Insurance cover is not included in the booking price.
Special Requests:
All special requests should be made at the earliest opportunity in writing. Knowledge to Action will endeavour to meet all reasonable requirements and notify the appropriate persons accordingly. We cannot guarantee that special requests will be fulfilled and therefore failure to do so does not constitute a breach of contract unless they have been specifically guaranteed by the company in writing.
Photography/Video & Marketing:
At certain times Knowledge to Action retains professional photographers to take pictures at Events for use in promotional material. If any guest or members of their group do NOT want to appear in any such photography, the Group Leader(s) should notify us prior to their visit.
Knowledge to Action uses elements of customer feedback including letters and feedback forms in some promotional material. If you do NOT wish to be quoted, please could you inform us on any written material that you submit to us.
Data Protection:
Knowledge to Action has measures in place to protect the personal data held by us. Personal data collected from you including personal data relating to any party member will only be used by Knowledge to Action in order to fulfil our obligations under the contract including in the administration of your booking and in the arrangement and provision of the Activity and in complying with our obligations in relation to health and safety and other regulatory obligations as well as for informing you about products and services. All personal data is processed in accordance with data protection legislation.
We thank you for taking the time to read through this documentation and hope you enjoy your stay with us.
Ilm2Amal Events Team
Knowledge to Action