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Frequently asked questions

Here is a list of the most redundant questions addressed to our teams.

All questions relating to payments and cancellations can be viewed on our general conditions of sale.

All our activities are accessible without any particular technical knowledge or pre-requisites but they are suitable for different sporting levels. Our activities vary from level 1 to 4:

  • 1/Easy: Cultural activity or outdoor activity suitable for sedentary people. No physical level necessary.
  • 2/moderate : Outdoor activity accessible to all (children); willpower is more important than physical level; low activity time.
  • 3/sportive: Outdoor activity of a sporting nature (teenagers or pre-teens minimum), activity time between 3 and 4 hours.
  • 4/intense: Intense sporting activity or commitment mentaly. Time of activity between 4H and 8H.

My activity has been cancelled*, will I get a refund?

When an activity is cancelled* you have the choice of postponing it to a later date or getting a full refund. If you choose a refund, it will be made to the credit card you used at the time of payment. This amount will appear on your account within a maximum of 72 hours, unless you have a deferred debit card.

* Unfavorable weather or minimum number of people not reached
 

I wish to cancel my booking

A confirmed order cannot be cancelled (in order to respect the guide who undertakes to supervise this outing) unless otherwise advised by a doctor. Only the Active Road agency and its guides will be able to cancel the booked services (in case of force majeure, weather...). Please consult our general terms and conditions of sale.

If the weather conditions do not allow the activity to be carried out, the guide and the agency consult each other and take the decision to cancel the outing.

It is only the guide or the agency that decides to cancel the outing if we consider that the conditions may affect the quality of the service. (Cool temperatures, cloudy skies or even a few drops of rain are not valid arguments).

  • To change the date: This depends on the status of your booking. If your request has not yet been confirmed, please contact us.
  • To change the number of people: Please contact us, we will do our best to respond favourably to your request. According to our general terms and conditions of sale, the client must inform the agency at least 15 days before the date of the event of any change in the number of participants at the event.
  • My reservation has still not been confirmed. Don't panic! Our team will do everything possible to confirm your reservation as soon as possible! You will receive a confirmation email no later than 7 days before your departure date.
  • Please check your junk mail, it is possible that the confirmation email has been slipped in. You will find all the information you need to make your day go smoothly. You will find all the information you need to make sure your day goes smoothly, such as the time and place of the meeting, the contact details of your instructor and what you need to bring with you.

For more information you can also contact us by telephone on 04 88 44 48 57.

We do our best to satisfy your desires. However, at the last minute you may not have a choice of time slot. We register reservations at the latest the day before before before 4pm, according to your availability. Guides also have to organise their own schedule.

Do I have to make my reservation request in advance?

The earlier you book, the more likely it is that we will be able to respond to your booking request: on the date and time slot you want.

Do I need to print out my booking?

No! Our team will make sure that all the information is passed on to the instructors.

Do I need to arrive early?

Too early is better than too late! There are a multitude of factors that can make you arrive late: you take the wrong route, a road accident, heavy traffic... So get a head start to make sure you arrive on time. Your instructor will not be able to wait for you if you are late and will have to start the activity with the rest of the group.

Where are the practicals informations? (meeting place, schedule, clothes...)

All this information is indicated in the confirmation email you received.

Should I contact my instructor?

Your outing has been confirmed and you have received your instructor's contact details. He or she will be your privileged contact on D-Day in case of need. Please note that your instructor is already informed of the outing and has your contact details if necessary.

How do I use my gift voucher ?

When purchasing a gift voucher, you will receive by email a personalized gift card in the name of the beneficiary (printable voucher) The beneficiary will have a gift code to enter when confirming the purchase of an activity in "basket ". The amount of the gift voucher can be used on all the activities of our site for more flexibility - No need to change if the gift is not suitable.

How long is it valid ?

Gift vouchers are valid for 1 year from the date of 'purchase. The validity date is written on the gift voucher and transmitted electronically.
 

The via cordata is a mix of climbing, hiking and via ferrata. It is an ephemeral and aerial rope route where you have to climb on the cliffs. The obstacles are diverse and varied: zip line, walking, climbing, abseiling. This activity requires the presence of an experienced guide who is there to give you confidence and who installs the equipment as you go along.

On the other hand, the via ferrata is a route on fixed equipment. Most of the time it is on a cliff with a cable. (Monkey bridge, ladders, footbridges etc...).

To join an already formed group we invite you to book via the Active Road diary.

If you are interested in an activity but the dates don't match your schedule, here are the three options available to you: 

  • Call us on 04 88 44 48 57 to find a solution together,
  • Contact us by email at contact@active-road.com
  • To be added to the "Be informed of new outings" list.
  • For group activities/stays, you must send a request for a quote or call 04 88 44 48 57.

How do I choose my activity? We have activity sheets, illustrated with photos to help you plan your activity. You can find them in the pages "Activities", "Stays" and "Corporte Incentive".

Depending on the level. All our activities are accessible without any particular technical knowledge or pre-requisites, but they respond to different sporting levels, varying from level 1 to 4.

Do you have a particular project and would like advice? Contact our team and tell us more!

  • By credit card online,
  • In cash (to be given to the agency located at 30 Cours Estiennes d'Orves),
  • In ANCV cheque (to be given or sent to the agency located at 30 Cours Estiennes d'Orves),
  • In several instalments (cash, cheques, credit card etc...),
  • By cheque (to be given or sent to the agency located at 30 Cours Estiennes d'Orves). Cheques are only cashed once your activity has been completed. This solution is often favoured by groups so that one person is not debited with a large amount before the other participants have had time to pay their shares.

I would like to change my method of payment, is it possible?

Place a new order by credit card and send an email saying that you would like to cancel the pre-reservation made by cheque at a later date.

The reservation of an excursion in a regrouped individual group (GIR) or privatization is carried out directly online according to a provisional schedule and the availability of the supervisors.

The reservation becomes effective upon receipt of the confirmation email during the payment of 100% of the total amount. of the service (except special request)

CASE OF MAJOR FORCE:

In the event of weather conditions not suitable for the practice of outdoor activities: rain, wind, fire risk ... only the Active Road agency and its guides will be able to cancel the reserved services. Active Road will notify the customer by email or other means at their convenience of the cancellation of the service and will refund the total amount paid.When an activity is canceled, you have the choice to postpone it to a later date or to be fully reimbursed. If you choose the refund, it will be made to the bank card you used for payment. This amount will appear in your account within 72 hours maximum, unless you have a deferred debit card.

Regarding the GIR, if the minimum number of participants is not reached, the agency will offer you a new orientation, a credit or a simple cancellation of activity with reimbursement.

If you do not find an open activity date at your convenience, three solutions are available to you:

Solution 1: Gather the minimum number of participants requested to create the activity date of your choice

Solution 2: Create an alert (alert button on activity page) in order to be informed of the opening of a date and Contact us to know our flexibilities and possibly open a date

Solution 3: Privatize the outing on the date of your choice.