Guest Policies

Terms and Conditions

Reservations
Advanced reservations are preferred and required for most activities. We are limited in our capacities for several activities due to regulations set forth by the Department of Natural Resources. Other activities are limited based on our guest to guide ratios that we set forth to protect your experience and our natural resources. Early reservations and prompt payments are the best way to insure your preferred dates and accommodations.

Trip Ratings
As a trip organizer, it is important that you select a trip that is appropriate for your group’s age range, ability, experience and fitness level. Use our Trip Rating System to help you determine which trip is right for your group. If you or any members of your group are significantly overweight, have medical conditions that may hinder your ability to participate or are in poor physical condition, please seek professional medical advice about the Risks of Participation in whitewater rafting and other adventure activities. Participants must accept responsibility for these risks and agree to sign a liability waiver and release prior to participation. Anyone under the age of 18 must have a waiver and release of liability form signed by his or her parent/legal guardian prior to participation in any activity. Other age restirctions apply to each activity.

Pricing Policy

All prices are per person except when stated otherwise. Youth discounts apply for those 12 and under when accompanied by at least one family member paying regular price. Rates listed do not include applicable taxes or fees. Prices are subject to change without notice.

Trip Transfers

AOTG reserves the right to change the trip time for any adventure activity, river, river section, length of trip, boat size or number of guests per raft due to adverse or changing conditions or extremely high or low water. We also reserve the right to refuse participation of any guest for any activity who, in our judgment, is not physically or mentally capable of participating in the activity for which he or she has registered. Please pay attention to restrictions regarding weight, height or size for all activities. These restrictions are in place to protect you, not discriminate against you.

Online Reservations

Our reservation staff will review each online reservation for accuracy. We will contact you in the event that adjustments to your itinerary need to be made.

Inclement Weather

AOTG trips generally go out rain or shine. River activities (rafting, fishing, kayaking, etc) still go in the case of thunderstorms as well. We reserve the right to cancel or postpone your Adventure Activity including but not limited to Canopy Tour, Zip Lines, Rock Climbing, and TimberTrek if we feel the weather will hinder safety.

Payment Policies

In-House Activities, Lodging and Meals

To confirm a reservation, we require a 50% per person deposit within 14 days of making a reservation. The full balance is due 30 days prior to the first day of activity. No personal checks will be accepted when you are within 21 days prior to your trip date. Payment methods accepted will be Cash, Cashier's Check, Traveler's Check, Money Order, Visa, MasterCard, Discover, and American Express. You will be required to sign a damage deposit form at check-in for all lodging options

Partner Activities and Lodging

A 50% deposit for any partner activities (ATV, etc.) or lodging option (Vacation Homes and other cabins) is required at the time of booking in order for us to reserve those spots for you. Payment in full must be received 30 days prior to check-in. All cancellations are subject to the Cancellation Procedures below and are not eligible for Cancellation Protection.

Tax Exempt Status

Tax exemptions apply to non-profit organizations participating as an organized group. The West Virginia Exemption Certificate must be completed and submitted prior to payment. Payments must be made through an organization check or credit card. Personal check, cash or personal credit card payments will not be accepted in order to maintain tax exempt status. Tax exempt status applies only to the 6% WV sales tax and does not include any resort fees, gratuities, or county lodging taxes.

University Purchase Order

AOTG does accept purchase orders from universities and colleges. Purchase orders must be made to include the total number of students participating, as well as all activities, lodging and meals. Number changes must be called in at least 7 days prior to the event. A new purchase order or written approval on university letterhead must accompany any number changes to ensure that we are able to bill for the actual number of participants. Any cancelled spots between 7 days prior to arrival and the event start date will be charged a $25 fee per person. Purchase orders must be paid in full within 30 days of the event end date.

Cancellation Protection and Procedures

Cancellation Protection entitles each participant to a refund in the event of forced cancellation resulting from personal illness, injury, or death of an immediate family member, or military deployment. Documentary proof of loss from a competent authority is required to support claims. The cancellation Protection fee is 6% of your total reservation for “in-house” items and must be purchased at the time of initial deposit. Protection extends to one traveling companion, and the minor children of the participants.

No-shows on the day of a trip or cancellations with less than 24 hours of the start date will not be considered for any reimbursement.

All cancellations must be received in writing via USPS mail, email info@onthegorge.com with a subject line: 'cancellation request' or fax 304-574-4906. All cancellations will be processed according to the following fee table:

CancellationIcon

Partner Activity and Lodging Reservations

Some of our adventure activities and lodging options are booked through outside vendors, such as ATV tours, hotel stay and many cabin rentals. Cancellation Protection does not apply to any Partner Activities and Lodging. These reservations require all cancellations to be made more than 30 days prior to a trip to be considered for a refund. If you cancel with less than 30 days notice, you will be charged the full rate for the activity or night's stay.

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