Last updated: 30 July 2026
Digital content and cancellation
A Crew Pass provides digital content for immediate download. At checkout, customers will be asked to request immediate supply and acknowledge that the statutory cancellation right may be lost once download or access begins, where the law permits.
Before accessing the trail
If you purchased by mistake and have not downloaded, opened or otherwise accessed the trail materials, contact us promptly with your order reference. We will review the request according to your legal rights and the access record.
Faulty or inaccessible content
If the supplied pack is faulty, materially different from its description or cannot be accessed because of a problem with the service, contact us. We will first try to provide a working replacement or correct the issue and will offer a refund where required by law.
Weather, travel and personal circumstances
Because the trail is self-guided digital content that can be completed at a suitable later time, refunds are not normally offered for poor weather, travel disruption, change of mind or inability to attend on a preferred day after the content has been accessed.
Route closure or withdrawal
If the trail becomes unavailable and no reasonable alternative or updated pack can be supplied, affected customers may be offered a replacement, credit or refund as appropriate.
Requesting help
Submit a request through the Contact page and include the purchaser’s name, email address, order reference and a short explanation. We aim to respond within two working days.
This policy does not limit any consumer rights that cannot legally be excluded.