Updated: 01-June-2021

COVID-19 FLEXIBILITY POLICY

No Cancellation or Change Fees If You Give Us At Least 48 Hours Notice

If you cannot join our tour due to a COVID-19 related problem, and you advise us at least 48 hours prior to your scheduled tour departure, we won’t charge you any cancellation fees! And you can choose one of the following options:
  1. postpone your tour to a later date, at no additional cost, if taken within 16 months of the originally booked departure date
  2. receive travel credit equal to the total value of all payments you have made (the credit will have no expiry date)
  3. receive a full refund

If You Give Us Less than 48 Hours Notice

If you have a COVID-19 related problem that prevents you from joining the tour and you advise us within 48 hours of departure, the following late change fees will be applied:
  • Pacific, Sasquatch, Cougar and Island Explorer tours – CAD$130 per person
  • all other tours – CAD$50 per person
And you can choose one of the following options:
  1. postpone your tour to a later date, at no additional cost other than the late change fee, if taken within 16 months of the originally booked departure date
  2. receive travel credit equal to the total value of all payments you have made, less the late change fee (the credit will have no expiry date)
  3. receive a full refund, less the late change fee

Eligible COVID-19 Related Problems

Only the following COVID-19 related problems are eligible under this policy, and listed conditions must be met:
  • You are restricted from travelling to the Canadian province where your tour starts (British Columbia or Alberta) due to a government-imposed COVID-19 entry restriction. You can only make this claim within 42 days of your tour departure, and only if the travel restriction will still be in effect within 14 days of your departure. There must be documented proof of the entry restriction from a government source, you must show recent proof of your address and you must provide your flight/travel confirmation.
  • You are restricted from leaving your country/province of residence due to a government-imposed COVID-19 travel ban. You can only make this claim within 42 days of your tour departure, and only if the travel ban will still be in effect within 14 days of your departure. There must be documented proof of the travel ban from a government source, you must show recent proof of your address and you must provide your flight/travel confirmation.
  • You are diagnosed with COVID-19 within 14 days of your tour departure. You must provide medical proof of your diagnosis, such as a positive COVID-19 PCR test certificate.
  • You have been ordered to quarantine/self-isolate due to possible exposure to COVID-19 and your tour is scheduled to depart during your quarantine period. You must provide proof from a medical or government authority.

If your change or cancellation is not eligible as per above, then the cancellation and change terms in our Standard Terms and Conditions will apply.

Postpone Your Tour

If you choose to postpone your tour, you can switch to a later departure date of the same tour at no additional cost (other than any late change fees if applied), as long as the new date is within 16 months of your originally booked departure date. Note that you do not need to choose a new departure date at the time of postponement.

If your new departure date is more than 16 months after your originally booked date, you will need to pay the difference between the fare at the time you select a new date and the fare you paid for your original booking (plus any late change fees, if applied.)

Receive Travel Credit

If you choose to receive travel credit, it will be equal to the total Canadian Dollar value of all payments you have made towards the affected tour booking (less any late change fees, if applied.) The credit will have no expiry date and can be applied against the cost of any future Moose tour departure.

Receive a Refund

If you choose to receive a refund, it will be equal to the total Canadian Dollar value of all payments you have made towards the affected tour booking (less any late change fees, if applied.) The refund will be applied to the same payment method with which you originally booked.

Additional Terms

This policy only covers the affected Moose booking. Any flights or other services that have been booked through another supplier are not covered. If you booked through a travel agency, they may charge additional fees directly.

Moose reserves the right to withdraw or make changes to this policy at any time without prior notice, however, the policy in place at the time you book will apply for the duration of your booking.

STANDARD BOOKING TERMS AND CONDITIONS

Please read these booking conditions carefully, and do not make a booking unless you understand and agree with these terms and conditions.

Your contract will be with Moose Run Adventures (2011) Ltd, trading as Moose Travel Network. Moose Travel Network may herein be referenced as “Moose Travel”, “Moose”, “the Operator”, “we”, “us”, or “our”. A contract will exist between you and us as soon as we confirm your booking and the deposit of the amount indicated in these Terms has been paid to us or your travel agent. If your booking is made through a travel agent, we will address all correspondence to that agent. 

TOUR SUITABILITY

All passengers must be at least 18 years old to travel on our tours. We do not have an upper age limit, but our tours are designed for the 18 to 39 year old age demographic. If you are older than 39, we want you to be confident our tours will meet your expectations, and may therefore ask you to complete a self-assessment questionnaire. Regardless of your age, we may decline a booking request from you if we think our tours are not suitable. 

TOUR PRICE AND PAYMENT

A 10% deposit is required to be paid at the time of booking. The deposit is non-refundable unless we cancel your tour. The balance of your tour must be paid no later than 42 days prior to your tour departure date. If you do not pay within this period we may cancel your booking and your deposit will be forfeited. Full payment is required if you make a booking within 42 days of the departure date. Some special offers may require full payment at the time of booking, or at a time earlier than 42 days prior to departure. The exact terms will be specified in the special offer.  Open-dated bookings, if applicable, must be paid in full at the time of booking.

We offer standard discounts as outlined in the following table: 

Standard Discount Name Condition(s) Discount Offer
Friends 4 to 6 friends booked together 5% off
7 to 9 friends booked together 7.5% off
10+ friends booked together 10% off
Past Passenger Has travelled with us in the past 5% off

Tour discounts apply to the tour price only and do not apply to any pre & post accommodation, accommodation upgrades, transfers or other optional add-ons. Only two standard discounts can be combined to a maximum discount of 15% off the tour price. For Friends’ Discounts, all passengers must be booked on the same tour at the same time, i.e. on the same booking. To be eligible for a Past Passenger Discount, proof of having travelled with us in the past will be required. Past travel must have been completed prior to booking the new tour at the discount. Standard discounts cannot be combined with any time limited special offers, like Early Bird discounts.

Prices quoted in our brochures are based on costs and exchange rates as of the Brochure Validity Date. These prices may increase or decrease. We may alter prices and other details contained in our brochures and on our website at any time. Before you make a booking we will provide you with details of the current price of your chosen tour.  If our costs increase after you book, a surcharge may be applied to the price of your tour. If the total price of your tour increases by more than 8%, you may choose to cancel, without penalty, within 7 days of notification of the surcharge. Surcharges due to cost increases or exchange rate fluctuations will not be applied once full payment has been received, with the exception of fuel surcharges and any new charges due to taxes or levies imposed by any government or their agents. No refund will be made if costs are reduced. Unless otherwise stated, prices are per person and are in Canadian Dollars.

TRAVEL DOCUMENTS

Please carefully read your tour confirmation, receipt, voucher and all other documents we send to you right away and contact us or your travel agent immediately if any information appears to be incorrect. We will not accept any liability if you fail to notify us of any inaccuracies in these documents within 14 days of us sending them to you or the travel agent. We will do our best to correct any mistakes made outside this time, but it is your responsibility to pay any additional costs which may be involved, except in the case of an error made by us.

You are responsible for ensuring that you have the correct and valid travel documents to enter Canada, including passports, visas and vaccination certificates. We strongly recommend that you verify current documentation requirements and all other relevant protocols and procedures with the Canadian consulate or embassy most convenient for you to access. Please note that requirements can change and you must check for the most up to date information, including but not limited to visa requirements to enter Canada with your passport nationality. Your passport must be valid for the duration of your stay in Canada, but we strongly recommend that it is valid for at least six months beyond the completion of your tour.

IF YOU CANCEL OR CHANGE YOUR BOOKING

If you want to cancel or change any part of your booking you must notify us in writing. Cancellation and change fees will apply as per the table below. All cancellation and change fees must be paid within seven days of the invoice date or by the date of departure, whichever is sooner. If making a departure date change only, more than 42 days prior to departure, the date change is subject to availability, and any seasonal price difference must be paid. All booking changes made within 42 days of departure will be treated as cancellations. 

Days Prior to Departure Tour Cancellation or Change Fee
(% of tour price)
Pre/Post Accommodation and Accommodation Upgrade Cancellation Fee
(% of price)
Over 42 Cancellation: loss of deposit 

Name change to a different person: loss of deposit

All other changes: none

None
42-15 30% 30%
14-8 50% 100%
7-3 90% 100%
2-0 100% 100%

These cancellation fees are in addition to any cancellation fees that your travel agent may also impose. This cancellation policy is subject to change, however the policy in place at time of booking, i.e. that you agree to, will apply regardless of the active policy in place when you cancel.

LIFETIME DEPOSIT POLICY

If you do need to cancel your tour, your deposit is non-refundable as per above, but you can apply the value of your original tour deposit as a credit against the cost of a future tour. Furthermore, the deposit credit is valid for your lifetime! Upon cancellation, we will issue you with a credit voucher to the value of your original tour deposit only. The following additional conditions apply:
  • we will only issue one deposit voucher per person per tour cancelled
  • deposits on pre and post accommodation, accommodation upgrades and other add-on services are not eligible for this scheme
  • deposit vouchers are not issued for tours cancelled by Force Majeure
  • credit vouchers are not issued for cancellation and change fees other than the deposit value
  • you cannot apply the deposit voucher against the cost of the same tour on the same departure date you originally booked
  • only one deposit voucher per person per tour can be applied against a future tour, i.e. you cannot combine vouchers
  • if you cannot use the deposit voucher, you may transfer it to another person 
  • no refund or credit will be issued for any unused portion of a deposit voucher when applied against a tour of lower value than the voucher
  • if the deposit owing on the new tour booking is higher than the value of the deposit voucher, then the difference must be paid to confirm the new booking
  • the deposit voucher cannot be redeemed or refunded in cash
  • deposit vouchers may not be issued for private groups or charters

IF WE CANCEL OR CHANGE YOUR TOUR

We endeavour to operate all tours as advertised, but circumstances may change between the time our tours are planned and when they actually operate. Therefore, we reserve the right to cancel or modify your tour at any time. A change or cancellation may be required at any time due to Force Majeure, i.e. circumstances such as war or terrorist activities threatened or actual, civil unrest, industrial action threatened or actual, weather conditions, natural and nuclear disasters, acts of God, border closures, unforeseen alterations to public transport or flight or ferry schedules, epidemics or outbreaks of illness, or other similar events outside our control. We may require a minimum number of participants for our tours to operate. In the event that insufficient bookings have been made as at 42 days prior to departure, we may cancel the scheduled tour.  

If cancellation or a Material Modification is required, we will notify you as soon as possible. A Material Modification is one that has a serious impact on your tour, and includes a change of departure date, departure city, or change of departure time of more than twelve hours, which would be a substantial inconvenience to you. A change of accommodation, or transportation method/style is not a Material Modification; we may substitute the accommodation or transportation mentioned in our marketing materials, depending on group size or other factors.

In the case of any Material Modification or cancellation, we will, if possible, provide you with three alternative options:
  1. change to a tour of an equivalent or closely similar value, if available; or
  2. change to a tour of lower value and receive a refund of the difference in price; or
  3. cancel and receive a full refund of all monies paid.

Under any circumstance where we have cancelled your tour, you agree to release us from any further obligations which would have been enforceable had the tour not been cancelled. Moose is not responsible for any other travel arrangements affected due to our cancellation or rescheduling of any tour departure.

OUR LIABILITY TO YOU

Save where the provisions of Force Majeure apply, if the tour does not materially comply with the description in the brochure, Moose may compensate you to a maximum value equal to the price of the tour. Moose will only be liable to pay the maximum amount of compensation where there has been a total failure of consideration for your payment.

Moose will not be liable where any failure in the performance or provision of your tour is due to: (a) your acts or omissions or the acts or omissions of another member in your group (b) any third party not connected with the provision of your travel arrangements and where that failure is unavoidable (c) unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised or (d) an event which we or a travel service provider, even with all due care, could not foresee or forestall (including but not limited to Force Majeure and unavoidable technical problems with transport and similar events).

Our liability will in all cases be limited in accordance with and/or in an identical manner to any applicable international conventions, including but not limited to the Geneva Convention in respect of carriage by road, the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation which set time limits for notifications/claims and limit the amount of compensation that can be claimed for death, injury, delay to passengers/guests and loss, damage and delay to luggage.

We will not be responsible for any loss or damage sustained by you as a result of your contravention of any law or regulation in Canada while on the tour.

EXCLUSION OF LIABILITY – FORCE MAJEURE

We do not accept liability for any loss, damage or expense resulting from a “Force Majeure Event”, i.e. war or terrorist activities threatened or actual, civil unrest, industrial action threatened or actual, weather conditions, natural and nuclear disasters, acts of God, border closures, unforeseen alterations to public transport or flight or ferry schedules, epidemics or outbreaks of illness, or other similar events outside our control which either delays or extends or reduces the tour, or forces a change in the tour arrangements after departure.

FLEXIBILITY AND UNUSED SERVICES

There are inherent risks to adventure travel. Your booking is accepted on the condition that you understand, and take responsibility for, those risks. In booking a tour with us, you also acknowledge and accept that adventure travel requires flexibility; it may be necessary to vary the itinerary from that stated in our marketing collateral, and delays may occur for a variety of reasons beyond our control. You must sign a “Release of Liability, Waiver of Claims, Assumption of Risk and Indemnity Agreement” waiver before departure.

The Moose Tour Guide or Representative will at times have to make decisions in your best interest, or in the interest of the group as a whole. You agree to comply with the authority and decisions of the Moose Tour Guide or Representative. 

Please note that due to seasonal closures or public holidays some sites or activities may not be available on a particular tour. No refund will be made for services made available by Moose but for whatever reason are not used by you once the tour has departed.

YOUR LIABILITY TO US

You will not be permitted to join or continue on a tour if your mental or physical condition is, in the reasonable opinion of the Moose Tour Guide or Representative, such that you are incapable of caring for yourself, you infringe of the rights of other passengers, or you become a hazard to yourself or other passengers. No refund will be issued if you have been asked to leave a tour, or have been denied joining a tour. Moose will not be responsible for expenses you incur as a result of leaving a tour for any reason, nor will we be in any way responsible for you after you have left a tour for any reason. In all cases we will notify you of the reasons why we have taken this action. We will have no obligation to arrange for your transportation to the point of the tour departure or finish if your condition manifests itself after the tour departure. 

You indemnify us against all third-party actions taken against us for loss or damage caused by you or arising from your participation on the tour.

OPTIONAL ACTIVITIES

While on tour, we offer you the chance to participate in various optional activities and excursions for an additional cost. Moose does not own, operate or control any of the companies or individuals which provide the optional activities or excursions. Some of these optional activities, such as white water rafting, are inherently dangerous and risky. If you book any optional excursion or activity, you do so subject to the operator’s terms and conditions, and must follow all reasonable instructions provided by the operator. Your contract will be with the operator of the activity or excursion; Moose acts only as their agent. Moose accepts no liability for any act or omission of any operator or operator’s employees, agents or subcontractors.

YOUR SPECIAL REQUIREMENTS

You must clearly state all your dietary requirements at the time of booking. We will endeavour to fulfill them but we cannot guarantee that special dietary requirements will be met. No compensation will be paid for any such requirements not being fulfilled.

You must inform us in writing at the time of booking if you have a medical condition or require special arrangements that may affect your tour. We may decline your booking if we cannot reasonably accommodate your particular needs.

LUGGAGE RESTRICTIONS 

You are limited to bringing one reasonably sized main backpack, bag, or suitcase to be stored in the bus luggage compartment, with a maximum allowable weight of 23kg (50lbs) and maximum linear dimensions (Height + Width + Depth) of 158cm (62in). In addition, you may bring one small daypack that will be carried in the passenger compartment of the bus.

In addition to the above standard baggage allowance, if you are travelling on a Moose winter tour (tours operating between December and March) you are also allowed to bring one reasonably sized ski/snowboard bag and a ski/snowboard boot bag.

Moose reserves the right to refuse to accept luggage that exceeds our weight and/or size restrictions. Moose will not cover any storage costs incurred by you as a result. If Moose chooses to accept overweight or oversize luggage, we will charge you a fee of CAD$50 per bag for overweight/oversize pieces. Note that the decision to accept an overweight/oversize piece can only be made at departure.

INSURANCE AND CLAIMS

We strongly recommend that you purchase a comprehensive travel insurance policy that covers you for the entire duration of your trip away from your home country. The policy should include emergency medical coverage, trip cancellation/interruption/delay, baggage and personal effects theft/damage, as well as coverage for any adventure sports that you may participate in. Travel insurance is very affordable, and most providers offer a variety of different packages depending on your needs. Please see our Travel Insurance page for more information.

If you make a claim against Moose you agree to assign to us or our insurers any rights to take action against any third party supplier/tour operator or any other person or party that may have been wholly or partly responsible for the claim or who Moose reasonably considers should be a party to the action. You must cooperate fully with Moose should Moose or its insurers wish to enforce those rights which have been assigned to Moose. If you make a claim against us which is covered by your insurance policy, you agree to pursue the claim through your insurer either in addition to, or in substitution for, your claim against us (if any). We agree to indemnify you in respect of reasonable expenses incurred in successfully pursuing such a claim and acknowledge that any settlement made by the insurer shall not prejudice your rights against us.

COMPLAINTS

If you are dissatisfied with any service included as part of your tour, you must report it immediately to your Moose Tour Guide so that action can be taken to remedy the problem. Failure to immediately notify your Moose Tour Guide of any problem may result in your claim for compensation from us being denied or reduced. Any complaint made to Moose following the conclusion of the tour should be made in writing within 28 days of completion of the tour. In the event that you do not notify us in writing within 28 days, Moose’s ability to investigate the complaint may be prejudiced. If we can’t resolve your complaint directly, you may choose to file a complaint with Consumer Protection BC: consumerprotectionbc.ca

CONSENT TO USE YOUR COMMENTS OR LIKENESS

We sometimes use our passengers’ statements, or images/videos featuring our passengers in our advertising and marketing collateral. By booking our tour, you consent to Moose using your comments or photographic/video likeness.

DATA PROTECTION STATEMENT

We are committed to protecting your personal information and agree to process your personal information in accordance with our Privacy Policy. To process your booking, we need to use the information you provide and pass it on to other relevant suppliers who are responsible for parts of your travel arrangements. By booking our tour, your consent to this information being passed on to the relevant persons is deemed to be given unless you object and advise Moose of your objection at the time of booking. The information may also be provided to public authorities such as customs or immigration if required by them, or as required by law. This consent applies to any sensitive information that you give to us such as details of any disabilities or dietary/religious requirements.

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