Terms and conditions

I. Interaction between Passengers and Crew

Our crew members must be pleasant and helpful in the performance of their duties on board and will do everything in their power to ensure that passengers enjoy the service provided by our company. Passengers are expected to treat them with the same consideration and respect.

Crew members are prohibited from having physical contact with passengers or socializing with them beyond their professional duties. Passengers are expected to respect the same rules and are also prohibited from having physical contact with crew members.

II. Inappropriate, Harmful, Annoying, Offensive, or Dangerous Behavior

In general, passengers must maintain proper conduct and avoid at all times any action that could cause danger, discomfort, hinder the activity, or damage the vessel or its facilities. They must also maintain good order and discipline, in accordance with the provisions established in this document and any orders or instructions received from the crew or the company for that purpose.

The use of offensive language towards crew members or other passengers, as well as inappropriate or abusive behavior, including non-consensual physical contact, is not permitted. Likewise, any other conduct or activity considered inappropriate, offensive, annoying, dangerous, or illegal is prohibited.

The use of portable music players or radios at high volume is not allowed. Skates, bicycles, or similar items are not permitted on board, except for mobility devices used for special needs, which must be previously authorized by the crew.

Lying down or spitting on the floor is not allowed. Safety instructions must be followed at all times. Running, jumping, or engaging in dangerous activities such as sitting on, climbing, leaning on, or scaling exterior railings or any other protective barriers is prohibited, as is touching the equipment, facilities, or systems of the boat designed for passenger safety.

Passengers are required to follow the captain’s instructions at all times during the journey.

III. Clothing and Footwear

Passengers must wear appropriate clothing and footwear at all times. No special equipment is required for the activity, although we recommend wearing comfortable clothes, sun protection, sunglasses, a cap, and bringing water or refreshments.

IV. Prohibition of Commercial Activities by Passengers Onboard

The performance of any commercial activity is prohibited, whether or not it competes with any of the services offered by the company.

V. Smoking Policy Onboard

Smoking is prohibited on board the catamaran. Failure to comply with this rule will be sanctioned in accordance with applicable laws.

VI. Alcohol Consumption Policy

Excessive consumption of alcoholic beverages affects people’s reasoning ability and reduces their capacity to recognize and avoid potentially dangerous situations. Passengers wishing to consume alcoholic beverages must do so responsibly.

Any passenger boarding the catamaran is responsible for doing so judiciously and maintaining their ability to recognize and avoid dangerous situations onboard the vessel.

Parents and guardians are reminded that they are responsible for the actions of their children and those under their care at all times.

Passengers who violate the alcohol consumption policies, including participating in games involving alcohol consumption or drinking irresponsibly, will be subject to disciplinary measures in accordance with this Code of Conduct.

VII. Drugs or Other Illegal Substances

Carrying or consuming drugs or other illegal substances is prohibited. Such drugs or substances will be confiscated, without prejudice to other measures, including expulsion from the catamaran and notifying the competent authorities.

VIII. Prohibited Items

Objects that generate heat or can produce flames, such as irons, electric stoves, candles, or any other items that could cause a fire, are not allowed onboard.

Carrying explosives or weapons of any kind is prohibited, even if the person holds the appropriate licenses or permits, as well as any other items that could be used as such or potentially dangerous devices that threaten the physical integrity of individuals or pose a risk to property. These items will be confiscated by the crew, without prejudice to other appropriate measures. This prohibition does not apply to members of Security Forces and Corps, nor to members of armed bodies or institutes present while performing their official duties.

IX. Responsibility of Parents and Guardians

Parents and/or guardians are responsible for the behavior and proper supervision of minors, incapacitated individuals, or persons under their care. This obligation applies during their stay onboard the catamaran.

This responsibility applies at all times, regardless of whether the parents or guardians are physically accompanying the minors, incapacitated persons, or those under their care.

X. Consequences of Non-Compliance with the Code of Conduct

Failure to comply with the provisions established in this Code of Conduct may result in the company taking the following measures, either alternatively or cumulatively, depending on the case:

Intervention by security personnel or police officers;
Confiscation of illegal, smuggled, or prohibited items for delivery to police authorities;
Reporting incidents to the competent police or government authorities and pursuing the corresponding legal actions.

XI. Expulsion and Disembarkation at the Dock

Passengers who are expelled from the vessel and disembarked, or those denied boarding due to non-compliance with the Code of Conduct, will be responsible for arranging and paying for their own accommodation and substitute transportation as needed.

XII. Environmental Preservation

Passengers must adopt behavior that supports the preservation of the environment.

The following are prohibited:

Throwing any objects overboard into the water.
Shouting and making noises beyond what is normal for communication between people.
Using products harmful to the environment.

The Code of Conduct helps ensure that all customers enjoy a pleasant and safe experience during their time aboard the catamaran. MONTREBEI EXPLORA thanks you in advance for respecting this policy.

PONTOON ACTIVITY CONTRACT TERMS AND CONDITIONS

These conditions are available to interested parties at all points of sale and on the company’s website (www.montrebeixp.com).

The passenger is responsible for the accuracy of the data provided for obtaining the ticket and appearing on it. Only persons with a valid ticket will be allowed to board.
The passenger must have the documentation required by current regulations, which may be requested by company staff for verification purposes.
The cut-off time for boarding acceptance is the minimum advance time required before the official scheduled departure time indicated on the ticket, before which the passenger must have been admitted to board. After this time, boarding will be closed. The carrier is not responsible if the passenger is denied boarding due to arriving after the boarding is closed.

THE CUT-OFF TIME FOR PASSENGER BOARDING ACCEPTANCE IS 10 MINUTES.
The company is not responsible for jewelry, valuables, money, or other valuables belonging to passengers that have not been previously entrusted to the captain for safekeeping. Carrying illegal goods or dangerous merchandise on board is prohibited (see warnings at the end).
The company will not accept any claims that are not accompanied by the corresponding ticket.
Schedules and itineraries may vary and, in some cases, may be canceled due to unforeseen events, weather conditions (weather is assessed the day before), or force majeure. In such cases, the company will take reasonable measures within its control to inform affected passengers of the changes.
If necessary, the company may be substituted by another company or use other vessels.
Any exclusion or limitation of the company’s liability will also apply to and benefit its employees and representatives, as well as any person or entity whose vessel the company uses for the activity, including their agents, employees, and representatives.
No company employee may modify or waive any of the conditions of this contract.
The company has insurance policies that cover the activity, subject to the terms of civil liability and accident coverage.
In accordance with applicable legal conditions, the transport of domestic animals will only be allowed in designated areas on the catamarans, except in the case of visually impaired persons who may be accompanied by their guide dogs according to specific regulations. The care of these animals while on board is the responsibility of their owners.
CANCELLATION AND TICKET RESERVATION CONDITIONS

90% refund if cancellation is made 10 days before the activity start date.
50% refund if cancellation is made between 10 and 4 days before the activity start date.
No refund if cancellation is made less than 4 days before the activity start date.
Partial cancellations (canceling some of the reserved seats) are non-refundable.
The customer may request a date/time change in their reservation up to 10 days before the excursion. Changes are subject to availability and have a cost of €3 per reserved seat.
Sometimes weather conditions make the route impossible (determined by the captain). In this case, the customer may reschedule the activity at no extra cost or request a full refund.

TICKET REFUND

To request a refund for a ticket issued by MONTREBEI EXPLORA’s office, the customer must contact that office. Refunds will be made according to the original payment method. Issuance fees are non-refundable.

COMPLAINT FORMS

The company provides complaint forms available to passengers.

THE FOLLOWING ITEMS ARE STRICTLY PROHIBITED ON BOARD FOR SAFETY REASONS:

Explosives, ammunition, pyrotechnic articles, or flares.
Gases (flammable, non-flammable, intensely refrigerated, or poisonous), such as camping gas, oxygen, propane, and butane.
Flammable liquids, such as fuels, paints, or solvents.
Flammable solids, such as easily ignitable items, substances subject to spontaneous combustion, or substances that emit flammable gases when in contact with water.
Oxidizing substances, such as lye or peroxides.
Radioactive materials.
Certain restrictions also apply to medicines, toiletries, dry ice, oxygen or carbon dioxide bottles for medical use, or ammunition for hunting weapons.

KAYAK RENTAL CONTRACT TERMS

These terms and conditions are available to interested parties at all points of sale and on the company's website (www.montrebeixp.com).

1.- The client is responsible for the truthfulness of the information provided to obtain the ticket and that which appears on it. Only persons holding a valid ticket will be allowed to board.

2.- The client must have the documentation required by current regulations, which may be requested for verification by company personnel.

3.- Wearing a helmet is mandatory when navigating inside the Montrebei Gorge.

4.- The company is not responsible for jewelry, valuables, money, or personal belongings of the client that have not been previously entrusted to the guide for safekeeping.

5.- The company will not accept any claim unless accompanied by the corresponding ticket.

6.- Schedules and itineraries may change due to unforeseen circumstances, weather conditions, or force majeure. In such cases, the company will take reasonable measures within its control to inform affected clients.

7.- If necessary, the company may delegate the service to another company or use different vessels.

8.- Any exclusion or limitation of liability for the company will also apply to its employees, representatives, and any person or entity whose vessels are used by the company for the activity, as well as their agents, employees, and representatives.

9.- No company employee may modify or waive any of the terms of this contract.

10.- The company has insurance policies covering the activity, subject to the conditions of mandatory travel insurance and civil liability.

11.- The transport of domestic animals inside the kayak is under the owner's responsibility. MONTREBEI EXPLORA is not responsible for any damage they may cause or receive from other clients or themselves.

12.- Cancellation Policy

90% refund if cancellation occurs 10 days before the activity date.
50% refund if cancellation occurs between 3 and 2 days before the activity date.
If cancellation occurs less than 48 hours before the activity, refunds are at the company’s discretion.

MONTREBEI EXPLORA may also cancel the activity due to force majeure or abnormal, unforeseeable events such as adverse weather that endangers the activity. In this case, the client has the right to reschedule or a full refund.

13.- Ticket Refund

To request a refund for a ticket issued by MONTREBEI EXPLORA's office, the client must contact the office. Refunds will be made according to the payment method; issuance fees are non-refundable.

14.- Complaints Forms

The company has complaint forms available to clients.

15.- After carefully reading these terms, the client agrees to comply with all regulations set by the company on the day of the activity. The person who makes the reservation is responsible for ensuring the rest of the group is aware of these rules.

16.- Without the knowledge or authorization of those responsible, the client will not go to potentially dangerous places. In case of injury due to irresponsible behavior outside the activity (e.g., jumping from a high rock), the company’s insurance will not be liable.

17.- The CLIENT will respect the natural environment where the activity takes place, paying special attention to Areas of Special Environmental Protection and other protected areas. No trace of their passage should be left. The client will also respect other persons or groups present in the activity area.

18.- The CLIENT will properly inform themselves about the activity to ensure it matches their personal characteristics and expectations.

19.- The CLIENT will return the kayak and all equipment in good working and conservation condition. They will also be responsible for damages caused by misuse or theft by third parties.

20.- The CLIENT releases the rental company from all liability for loss or damage to objects left, stored, or transported in the kayak, before, during, or after the rental period.

21.- The CLIENT must immediately report any accident, damage, breakdown, or incident of any kind to the rental company. In case of accident, a written report must be completed detailing causes, circumstances, consequences, and, if known, the names and addresses of those involved and witnesses.

22.- Please note that MONTREBEI EXPLORA is a rental company for sports and leisure equipment. We are not a kayaking school, we do not provide guides or instructors, and we do not conduct tours. We are not responsible for the inexperience of those renting our equipment. Each client is responsible for their own actions. Our service is limited to renting, delivering, and collecting the equipment.

WARNINGS

For safety reasons, the practice of kayaking is not allowed under the following conditions:

Not knowing how to swim or being unable to stay afloat in the water.
Being under the influence of drugs.
Being under the influence of alcohol.
Not using the safety equipment provided for navigation.
Being ill with COVID-19.