We're so sure you'll have the time of your life with us, we back our Rides with a 100% Satisfaction Guarantee:
If for any reason you aren't 100% satisfied with your Ride, just let us know and we'll give you a free Ride. No questions asked.
That's right - 100% satisfied. Or a free Ride.
And if after your free Ride you still feel we haven't delivered 100% satisfaction, we'll refund the money you originally paid.
And based on your feedback, we will take the necessary steps to ensure we never repeat any mistakes that were made.
Our Customer Service Pledge
We understand the frustrations many of you have with the travel industry, which is why we work very hard to offer you our Customer Service Pledge:
No Hidden Costs
Everything that is included with your trip is detailed on the website and in our trip information dossiers. Any extra fees on top of the base price are listed on the website as well as the trip dossier. There will be no surprises.
Get What you Pay For
You will always receive exactly what you paid for. If there is a discrepancy between what you paid for and what you received, we will address the problem on the spot, either by delivering what is promised or reimbursing you for any promised items not delivered.
Our guides and staff are super friendly, knowledgeable, down-to-earth people who share a passion for mountain biking and the outdoors. You will never be treated with 'attitude' - only with an atmosphere of respect and professionalism.
Full information will be provided for each trip, to help you fully plan your vacation with as much background knowledge as possible.
Customer Service and Communication
You will always receive service with a smile. Your customer service requests will be answered within a 24 - 48 hour timeframe. You will be notified immediately of any changes or delays.
When you speak with our customer service representatives about a particular trip, you will always speak with someone who has intimate experience with that trip, either because they helped develop it or because they have experienced it firsthand. Whenever possible, our guiding staff are from the area where they guide.
Our tours are thoroughly researched and planned; every detail is worked out in advance so that when you show up, you can be assured that your trip is well organized and will run smoothly. You will receive a detailed trip itinerary before you come, along with an equipment list and other pertinent information regarding your trip. Someone will be waiting for you at the airport when you arrive, and you will be taken to your first night's hotel. Every morning, you will be informed by your lead guide of what to expect, along with a detailed discussion of the day's rides and alternative options. The planned itinerary may change due to weather or unforeseen events, but only in the best interest of the group and after having been clearly communicated.