Frequently asked questions for schools and youth groups
For questions specific to your booking
Please ensure you have read through the information on our website, all emails you will have been sent by the Business Support Team and also the documents available to download from the Surrey Outdoor Learning website.
Can I enquire over the phone or by email?
Due to the high volume of enquiries we receive, you must complete our online enquiry form.
When should we arrive?
Please arrive 15 minutes before the start time outlined on your booking paperwork. We cannot guarantee there will be anyone onsite/the centre open before this time.
What time can I access the accommodation that I have booked?
At all our centres accommodation can be accessed from 4.30pm on the day of your arrival.
What time do I have to vacate the accommodation that I have booked?
At all our centres accommodation must be tidy-up and vacated by 9.30am on the day of your departure.
Is equipment provided?
All safety equipment is provided.
What are the session times?
Morning session 9.30am to 12.30pm
Afternoon session 1.30pm to 4.30pm
Evening sessions by arrangement however as a guide 6.15pm to 8.45pm
What if I need to cancel my booking? Can I get a refund?
The fee charged is dependent on the period of notice given in advance of the first day of the visit, activity or programme, according to the scale of charges/fees below. This will determine how much you will be refunded.
In all cases the value of the non refundable deposit will be subtracted from the value of the booking, and the cancellation fee will be applied to the balance.
- If more than 8 weeks in advance – Non refundable Deposit and administration fee
- less than 8 calendar weeks' notice – 10% fee on the balance, plus administration fee
- less than 6 calendar weeks' notice – 50% fee on the balance, plus administration fee
- less than 4 calendar weeks' notice – 80% fee on the balance, plus administration fee
- less than 2 calendar weeks' notice – 100% fee on the balance.
In the case of cancellation of part of the booking, the cancellation fee calculation will be applied to the whole value of the items cancelled. The deposit will be retained against the remainder of the booking.
This does not affect the booker's cancellation rights under Clause 2.8
Cancellations must be made either by email to outdoor.learning@surreycc.gov.uk or by telephone (01372 378901) which must then be confirmed by email.
What if I need to contact the centre my booking is at?
Please contact the Business Support Team by email or by phone (01372 378901) who will be able to assist you or pass a message to the relevant staff member.
Please check here all UK call charges
Where do I find out information including kit list, directions or any other information related to my visit?
Please carefully look through Surrey Outdoor Learning website as we have included as much information as possible on there. Additionally, please take a look at the documents that are available to download.
If you need directions to any of our centres please go to our centres web page and select the appropriate centre.
Alternatively, if you are the booker, please look through all the emails that will have been sent to you as this will contain information specific to your visit.
Are your staff qualified?
All our staff hold the appropriate qualifications for the courses they are instructing on.
What if the weather isn't too good?
We operate in all weather conditions, however the activity sessions may adapt and in some cases may be substituted for an appropriate alternative if the weather conditions will have an adverse affect.
Who do I contact if we have left something at the centre?
Please contact the Business Support Team by email or by phone (01372 378901) who will be able to assist you.
Will there be other people onsite?
Unless you have booked and paid for sole site use we cannot guarantee that you will be the only group onsite.
Is there Wi-Fi or internet access?
We do not have Wi-Fi or internet access at any of our centres.
What is mobile phone reception like?
Signal can be patchy especially at High Ashurst.
If we cannot make the full session do we get a part refund or a reduced charge?
Your instructor(s) are booked out to you for the full session and therefore cannot be with another group so you will still be charged the full rate for the session.