Our Policies

  • Booking Terms & Conditions

    1. OUR CONTRACT

    All bookings are made with Auster Retreats Ltd (a private limited company incorporated in the United Kingdom (company registration number [16058305]), whose registered office is at [Tiley Cottage, Middlemarsh, Sherborne, England, DT9 5QL]) (“Us” or “We” or “Our”). A binding contract will come into existence between You (“You” or “Your”) and Us as soon as You have paid the deposit and been issued with a booking confirmation email.

    2. YOUR BOOKING

    a. Included in the price of Your trip

    The price of Your trip includes:

    - all accommodation whilst on the holiday;

    - all transportation whilst on the holiday;

    - bike rental and apparel specified in Your order form; and

    - catering as specified in Your order form.

    b. Excluded from the price of Your trip

    Without limitation, the following items are excluded from the price of Your trip:

    - all flights;

    - any transportation within the UK;

    - any applicable taxes and excess baggage charges;

    - meals (other than those specified in Clause 2(a), above);

    - passport, visa, and any other applicable travel documentation fees;

    - travel insurance; any personal expenditure; and

    - additional individual catering.

    c. Pricing

    i. All prices listed are per person and are in pounds sterling unless otherwise stated.

    ii. Subject to Clause 2.1(a)(iii), once Your booking has been made and We have received payment from Yourself, the prices are guaranteed and won’t change unless an amendment is made.

    iii. We reserve the right to correct any prices incorrectly shown on the website and/or in any promotional material. Any such prices which are advertised in error may be amended and where the amended price affects Your booking, We will notify You of the amendment and, provided You do so in writing within seven (7) days of Our notification, You reserve the right to cancel without cost.

    d. Deposits and Payments

    i. Deposit payments are non-refundable and non-transferable after the date specified in the holiday pack underneath the ‘Payments’ section.

    ii. Full payment must be received for all bookings before the date specified in the holiday pack underneath the ‘Payments’ section.

    iii. If full payment is not received by Your payment due date (as set out in Your holiday pack), We reserve the right to cancel Your booking at the loss of Your deposit.

    iv. We accept debit or credit cards as a form of payment for Your holiday. We can also accept payment by bank transfer. Unfortunately, We do not accept American Express payments.

    3. AMENDMENTS

    a. Amendments by You

    i. Changes to a booking may be possible but cannot be guaranteed.

    ii. If amendments are possible, We will charge an amendment fee of £50 per person.

    iii. Any extra charges incurred from the supplier and/or the airline will be charged in addition to this.

    iv. Amendment requests should be made by emailing max@austercycling.com.

    b. Amendments by Us

    i. Alterations such as withdrawal of certain amenities, classes, facilities, activities, and entertainment may be made by Us without any obligation or liability.

    ii. We will use all reasonable endeavours to provide the booking as described including but not limited to all facilities and entertainment as advertised. However, on occasion, it may be necessary to make [Major Alterations] to the booking. If such a Major Alteration is necessary, We will advise You in writing as soon as possible and provide You with the options set out in Clause 4(c), below.

    4. CANCELLATIONS

    a. Cancellations by You

    i. If You need to cancel Your booking with Us, You may be issued a partial refund depending on how close Your cancellation request is to the start date of the holiday. Please find the refund timeline below:

    1. Deposit - Your deposit is fully refundable up until the date specified in Your pack sent prior to the trip.

    2. Second Instalment – Your second instalment is fully refundable up until the date specified in Your pack sent prior to the trip.

    3. Third Instalment – Your third instalment is fully refundable up until the date specified in Your pack sent prior to the trip.

    ii. If You fail to attend any part of Your holiday, 100% of the holiday cost will still be charged.

    iii. Your cancellation request must be emailed to max@austercycling.com and the date on which this is received shall be the date applied to the above cancellation conditions.

    b. Part-Cancellations by You

    i. If You are forced to return home early for whatever reason, We cannot refund the cost of any services You have not used. If You cut short Your holiday and return home early in circumstances where You have no reasonable cause for complaint, We will not offer You any refund for that part of Your holiday not completed or be liable for any associated costs You may incur.

    ii. Depending on the circumstances, Your travel insurance may offer cover for curtailment, and We suggest that any claim is made directly with them. We highly suggest that Your travel insurance covers curtailment and cancellation cover.

    c. Cancellations by Us

    i. We will use all reasonable endeavours to not cancel Your booking, but in exceptional circumstances, this may be necessary.

    ii. Reasons for this may include (but are not limited to) the minimum number of bookings required not being achieved, or is, in Our sole opinion, unlikely to be achieved.

    iii. We will inform You of any such cancellation as soon as possible in writing and provide You with the options set out in Clause [4(c), below].

    d. Consequences of Cancellations or Major Alterations by Us

    i. In the event that We have to cancel Your booking, You shall have the following options:

    1. accept the alternative arrangements as notified to You; or

    2. subject to availability, choose another trip with Us, up to the value of the same advertised price of Your initial cancelled trip, otherwise, any deficit between the cost of the two trips shall become due by You; or

    3. elect to receive a full refund of any money received from You by Us in cleared funds.

    ii. Please note that You will be deemed to have accepted any alteration where You have either acted upon the change and/or not notified Us in writing within 7 days of such notification of Your choice of (2) or (3) above.

    5. PASSPORT, VISAS, IMMIGRATION AND HEALTH REQUIREMENTS

    a. It is Your responsibility to fulfil passport, visa and other immigration requirements for countries You intend to visit, and We will not accept responsibility if You are unable to travel due to not complying with any such requirement.

    b. Vaccinations may be required for some of the countries You intend to visit, please speak to Your GP for details of these requirements and make sure You leave enough time to arrange these prior to travel. We will not accept responsibility if You are unable to travel due to not complying with any such requirement.

    c. If You or any member of Your party has any medical problem or disability which may affect Your stay, please provide Us with full details before We confirm Your booking so that We can try to advise You as to the suitability of Your chosen arrangements. If We are unable to properly accommodate the needs of the person(s) concerned, We will be unable to confirm Your booking.

    6. TRAVEL INSURANCE

    a. All persons under Your booking must have travel insurance as We cannot be held responsible for any liability, losses, or expenses You may incur. We strongly advise comprehensive travel insurance that cover Our policies for amendments or cancellation charges, as well as gym exercise and water sports, is purchased at the time of booking.

    b. If You choose to travel without adequate insurance cover, We will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

    7. OUR RESPONSIBILITY

    a. We act as a booking agent for the relevant suppliers and cannot be held liable in any way if You or any person under the booking suffers from illness, bodily harm, or death unless caused by Our own negligence or wilful misconduct.

    b. We will ensure that the core elements of Your holiday are to an acceptable standard as described by the corresponding booking at the time of Your booking.

    8. YOUR RESPONSIBILITY

    a. Please remember that You are responsible for Your actions and all members under Your booking. If it is believed that any member of Your party causes offence, distress, danger, damage or annoyance to either other guests, staff or property, We may terminate Your booking and holiday with immediate effect. Thereafter We will not take responsibility for any party member; Our contract with You will be terminated and the full cost of the holiday forfeited without any compensation or refund or expenses You may incur.

    b. Before booking and taking part in any trip, We advise consulting a doctor for Your suitability in taking part. It is also Your responsibility to advise Us of any medical or health conditions that may affect Your participation in the trip, failing to do so may result in aspects of Your trip being altered or cancelled.

    c. You acknowledge the voluntary participation of the holiday with the knowledge that the travel involves numerous risks and dangers including, but not limited to, the possibility of illness, injury, or death. You acknowledge that the nature of the holiday is active and involves strenuous exercise and participation involves a high degree of personal risk and responsibility.

    d. You accept and acknowledge that any assistance given by Us in arranging group activities does not render Us liable for them in any way. The contract for the provision of that activity will be between the holiday member and third-party activity/service provider. You acknowledge that You participate in the chosen activity with full personal responsibility and the knowledge of personal risk.

    9. AGE REQUIREMENT

    All participants on the holiday must be 16 years of age or older on unless otherwiser agreed

  • 1.Introduction

    We collect and use certain types of information about the Individuals or Service Users who encounter Auster Retreats Ltd to carry on our work. This personal information must be collected and dealt with appropriately and there are safeguards to ensure this under the General Data Protection Regulations 2018.

    2. Data Controller

    Auster Retreats Ltd are the Data Controller under the Act, which means that it determines what purposes that the personal information will be used for. It is also responsible for notifying the Information Commissioner of the data it holds or is likely to hold, and the general purposes that this data will be used for.

    3. Disclosure

    Auster Retreats Ltd may share data with other agencies such as the local authority, funding bodies and other voluntary agencies.

    The Individual/Service User will be made aware in most circumstances how and with whom their information will be shared. There are circumstances where the law allows Auster Retreats Ltd to disclose data (including sensitive data) without the data subject’s consent.

    These are:

    1. Carrying out a legal duty or as authorised by the UK Government/Authorities

    2. Protecting vital interests of an Individual/Service User or other person

    3. The Individual/Service User has already made the information public

    4. Conducting any legal proceedings, obtaining legal advice, or defending any legal rights

    5. Monitoring for equal opportunities purposes – i.e. race, disability or religion

    6. Providing a confidential service where the Individual/Service User’s consent cannot be obtained or where it is reasonable to proceed without consent: e.g. where we would wish to avoid forcing stressed or ill Individuals/Service Users to provide consent signatures.

    Auster Retreats Ltd regards the lawful and correct treatment of personal information as very important to successful working, and to maintaining the confidence of those with whom we deal.

    Auster Retreats Ltd Intends to ensure that personal information is treated lawfully and correctly.

    To this end, Auster Retreats Ltd will adhere to the Principles of Data Protection and safeguarding, as detailed in the General Data Protection Regulations 2018.

    Specifically, the Principles require that personal information:

    1. Shall be processed fairly and lawfully and shall not be processed unless specific conditions are met,

    2. Shall be obtained only for one or more of the purposes specified in the Act, and shall not be processed in any manner incompatible with that purpose or those purposes,

    3. Shall be adequate, relevant and not excessive in relation to those purpose(s)

    4. Shall be accurate and, where necessary, kept up to date,

    5. Shall not be kept for longer than is necessary

    6. Shall be processed in accordance with the rights of data subjects under the Act,

    7. Shall be kept secure by the Data Controller who takes appropriate technical and other measures to prevent unauthorised or unlawful processing or accidental loss or destruction of, or damage to, personal information,

    8. Shall not be transferred to a country or territory outside the European Economic Area unless that country or territory ensures an adequate level of protection for the rights and freedoms of Individuals/Service Users in relation to the processing of personal information.

    Auster Retreats Ltd will, through appropriate management and strict application of criteria and controls:

    • Observe fully conditions regarding the fair collection and use of information

    • Meet its legal obligations to specify the purposes for which information is used

    • Collect and process appropriate information, and only to the extent that it is needed to fulfill its operational needs or to comply with any legal requirements

    • Ensure the quality of information used

    • Ensure that the rights of the people whose personal data is held, can be fully exercised under the Act. These include:

    • The right to be informed that processing is being undertaken,

    • The right of access to one’s personal information

    • The right to prevent processing in certain circumstances and

    • The right to correct, rectify, block or erase information which is regarded as wrong information)

    • Take appropriate technical and organisational security measures to safeguard personal information

    • Ensure that personal information is not transferred abroad without suitable safeguards

    • Treat people justly and fairly whatever their age, religion, disability, gender, sexual orientation, or ethnicity when dealing with requests for information

    • Set out clear procedures for responding to requests for information

    4. Data collection

    Informed consent is when

    • An Individual/Service User clearly understands why their information is needed, who it will be shared with, the possible consequences of them agreeing or refusing the proposed use of the data

    Auster Retreats Ltd will ensure that data is collected within the boundaries defined in this policy. This applies to data that is collected in person, or by completing a form.

    When collecting data, Auster Retreats Ltd will ensure that the Individual/Service User:

    1. Clearly understands why the information is needed

    2. Understands what it will be used for and what the consequences are should the Individual/Service User decide not to give consent to processing

    3. As far as reasonably possible, grants explicit consent, either written or verbal for data to be processed

    4. Is, as far as reasonably practicable, competent enough to give consent and has given so freely without any duress

    5. Has received sufficient information on why their data is needed and how it will be used

    5. Data Storage

    Information and records relating to service users will be stored securely and will only be accessible to authorised staff and volunteers.

    Information will be stored for the required statute and will be disposed of appropriately.

    It is Auster Retreats Ltd responsibility to ensure that all personal and company data is non-recoverable from any computer system previously used within the organisation, which has been passed on/sold to a third party.

    6. Data access and accuracy

    All Individuals/Service Users have the right to access the information Auster Retreats Ltd holds about them. We will also take reasonable steps ensure that this information is kept up to date by asking data subjects whether there have been any changes.

    In addition, Auster Retreats Ltd will ensure that:

    • Everyone processing personal information understands that they are contractually responsible for following good data protection practice

    • Everyone processing personal information is appropriately trained to do so

    • Everyone processing personal information is appropriately supervised

    • It deals promptly and courteously with any enquiries about handling personal information

    • It describes clearly how it handles personal information

    • It regularly assesses and evaluates its methods and performance in relation to handling personal information

    • All staff are aware that a breach of the rules and procedures identified in this policy may lead to disciplinary action being taken against them

    This policy will be updated as necessary to reflect best practice in data management, security, and control and to ensure compliance with any changes or amendments made to the General Data Protection Regulations 2018


  • Cookies policy

    1. Introduction

    1.1 Our website uses cookies.

    1.2 By using our website and agreeing to this policy, You consent to our use of cookies in accordance with the terms of this policy.

    2. Website

    2.1 This document relates to the website www.auster-cycling.com

    3. About cookies

    3.1 A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

    3.2 Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

    3.3 Cookies do not typically contain any information that personally identifies a user, but personal information that we store about You may be linked to the information stored in and obtained from cookies.

    3.4 Cookies can be used by web servers to identify and track users as they navigate different pages on a website and identify users returning to a website.

    4. Our cookies

    4.1 We use both session and persistent cookies on our website.

    4.2 The names of the cookies that we use on our website, and the purposes for which they are used, are set out below:

    (a) we use Cookies to recognise a computer when a user visits our website & track users as they navigate the website

    6. Third party cookies

    6.1 Our website also uses third party cookies.

    6.2 We publish information through third party cookies.

    7. Blocking cookies

    7.1 Most browsers allow You to refuse to accept cookies; for example:

    (a) in Internet Explorer (version 11) You can block cookies using the cookie handling override settings available by clicking “Tools”, “Internet Options”, “Privacy” and then “Advanced”;

    (b) in Firefox (version 47) You can block all cookies by clicking “Tools”, “Options”, “Privacy”, selecting “Use custom settings for history” from the drop-down menu, and unticking “Accept cookies from sites”; and

    (c) in Chrome (version 52), You can block all cookies by accessing the “Customise and control” menu, and clicking “Settings”, “Show advanced settings” and “Content settings”, and then selecting “Block sites from setting any data” under the “Cookies” heading.

    7.2 Blocking all cookies will have a negative impact upon the usability of many websites.

    7.3 If You block cookies, You will not be able to use all the features on our website.

    9. Contacting Us

    If You have any questions about this Privacy Policy or are concerned about how we have handled Your personal information, we would like to hear from You. We treat privacy matters seriously and will endeavour to correct the matter.

    You can contact us by:

    • emailing us at max@auster-cycling.com

    • by whatsapp to +65 84573549

    We will contact You within a reasonable time after receipt of Your complaint to discuss Your concerns and outline options regarding how they may be resolved. We will aim to ensure that Your query or complaint is resolved in a timely and appropriate manner.