Call to Adventure

The Call to Adventure Satisfaction Guarantee

Because booking an adventure should feel exciting - not risky - we back every trip with a rock-solid, common-sense guarantee:

Our promise: If we fail to deliver on something we're responsible for, we'll put it right - fairly and in good faith. Simple as that.

This isn't an automatic refund policy. It's a fair review process for genuine trip issues. Where we have fallen short, we'll make it right with you.

Why we offer it

Adventure is our obsession. We spend countless hours hand-picking the very best local guides, stress-testing itineraries and double-checking every last kit list so you can focus on the fun bits - summits, sunsets and stories for the grandkids.

But, very occasionally, things can slip. When they do, we'll make it right.

How the guarantee works

  1. Get to know your trip (before you go)

    Visit the trip page to learn about an adventure - route, kit, fitness level, FAQs, real reviews. More details are often sent after booking. Got questions? Message our UK team on live chat, phone or email.

  2. Speak up on the ground (while you’re away)

    Your guide's first mission is your epic experience. If something's not right - accommodation, transport, equipment - tell them straight away so they can fix it there and then. If something could reasonably have been raised at the time and you chose not to, that may affect whether the guarantee applies. We can't put right something your leader (or we) weren't given the chance to fix.

    For safety and fairness, the guarantee assumes you follow your leader's instructions and remain with the group unless your leader agrees otherwise. If you choose to leave the guided party, ignore guide instructions, or make your own arrangements, any delay, missed service or extra cost caused by that decision will normally sit outside the guarantee.

  3. Let's talk it through (when you're home)

    Still feel let down? Email info@calltoadventure.uk within 48 hours of getting back. We'll gather the details, chat to your guide and, if the issue was inside our sphere of control, we'll make it right, which can include fair compensation - up to a full refund.

What 'we're responsible for' means

This is the heart of the guarantee. We stand behind things we can control. We can't stand behind things genuinely outside of that - and trying to would mean watering down the guarantee for everyone, or putting up prices to fund it (booo!).

What's covered

  • ✓ The trip was significantly different than as described on our site (e.g. you joined our Luxury Everest Base Camp trip but ended up staying in 1 and 2 star hotels).
  • ✓ A serious service failure that a reasonable guide or our team could have prevented or remedied.
  • ✓ Any other glaring hiccup in our control that stopped you getting the adventure you paid for.

What's not

  • ✗ Stuff the weather gods throw at us or other force-majeure events beyond anyone's control
  • ✗ Illness or personal circumstances that stop you joining / completing the trip (that's what your travel insurance is for)
  • ✗ Changes you choose to make on the fly. e.g. ignoring guide instructions, leaving the group (unless agreed with the leader)
  • ✗ Differences in pace for open groups. Legal requirements for trips like drivers taking mandated breaks. Guide substitution when needed (even guides fall ill sometimes). Not achieving a summit or time-bound challenge (those are aims not guarantees which is why we, nor any other company, can guarantee them in good faith).
  • ✗ Turning up without the mandatory kit or not completing required paperwork
  • ✗ Issues you never mentioned on the trip and only told us about after the fact (makes it harder for anyone to fix).

The Satisfaction Guarantee covers things on our side. Travel insurance covers things on yours so you should take out a policy that covers you for things like illness, injury, cancellation, lost kit, delayed flights, medical and family issues.

We rate Rise and Shield.

Note that travel insurance is mandatory for some of our trips.

Real-world example

“We had an issue with our accommodation that was organized for our hiking trip to the peak of Mount Toubkal, however we spoke to George, and we cleared up the misunderstanding so it was resolved. Otherwise food was really good, and everyone in Morocco was very friendly, our guide, Ibrahim was also great, and we had a good time.”

— Gabor Restye, Mount Toubkal Trek, ★★★★

Adventure with zero worries

  • Thousands of 5-star reviews (4.8 ★ average) for our trips (see more on the trip page for the adventure you're interested in)
  • Expertly vetted handpicked guides - our team of experts spends hours on end rigorously assessing guides so you can travel safely in the knowledge you're going with the best!
  • Flexible booking - free date changes up to 65 days out
  • 1 % of every booking donated to environmental & social projects
  • UK based team of friendly adventure experts who are always just a phone call away

Need to make a claim?

Drop us a line at info@calltoadventure.uk
Call: +44 203 835 2483 (Mon-Fri, 9-5 UK)

Tell us what went wrong, attach anything handy (photos, receipts) and we'll get cracking putting things right

Frequently asked questions

How often is the guarantee used?

Hardly ever—our trips run smoothly 99 % of the time. When they don't, we fix it.

Will claiming affect future bookings?

Nope. If anything, it helps us improve and makes your next adventure even better.

Do I need insurance as well?

Absolutely. Travel insurance covers the unforeseen (injuries, missed flights). Our guarantee covers us not living up to our word. They work hand-in-hand. We recommend Rise and Shield

Ready to roam, risk-free?

Find your next adventure, book with confidence and let the memories roll. If we drop the ball, we'll put it right.

That's the Call to Adventure Satisfaction Guarantee - now, where are we headed?