Adventure Outdoors Policies

Terms | Return & Refund | Privacy

Terms & Conditions

Definitions

Your consent to the use of the personal information you provide to Adventure Outdoors is outlined in our Privacy Policy as set forth below

This is a legal agreement (“Agreement”) between you and Adventure Outdoors Equipment Rentals Ltd. for accessing and using its website at www.adventure-outdoors.ca and its subdomains (collectively, the “Sites”). You accept and agree to be bound by the terms and conditions described in this Agreement, as well as any other terms of use, policies, or documents linked to herein, by visiting the Sites.

When we mention “we,” “us,” or “our” in this Agreement, we’re referring to Adventure Outdoors Equipment Rentals Ltd. (hereafter referred to as “AO”). When we term “member”, “user”, or “Customer” we’re talking about someone who has visited, browsed and/or placed an order through our site. The individual accessing our site is referred to as “you” or “user” (non-member or member). If you are accessing the Sites on behalf of an organization, you are accepting this Agreement on its behalf and representing that you will bind that organization to this Agreement, in which case “you” and “your” will refer to that organization. Whenever we allude to “Content”, we are depicting all text, pictures and designs, programming, source code, applications, particulars, sound and video documents, articles, brand names, logos and other data or content accessible through our Sites that are not considered as entries from a client. Henceforth, the term “services” will be used to depict our tour guide, rental, and membership services offered, whereas “products” will be used to depict our e-commerce products for sale on our site.

Rental Services Terms

  • To rent equipment from AO, the Customer must first upload a valid driver’s license along with AO waiver form, as well as a valid credit card; other forms of valid identification are also accepted (i.e. passport & BCID). Prepaid credit cards cards that can be reloaded are not accepted. The document and credit card will be kept by AO until the equipment is returned in the condition in which they were received. There will be a pre-authorized hold on your credit card as listed in the “Pre-Authorized Hold” section of this document, and will be released within 4 business days if no damages/ lost equipment were discovered and reported.
  1. Using our equipment necessitates the user’s physical fitness and technical knowledge. As a result, when a consumer rents our equipment, they confirm without hesitation that they have sufficient knowledge and skills to safely operate our equipment.
  2. AO equipment is only to be used as a mode of transportation and must be treated with caution, common sense, and diligence to avoid damage. Using AO equipment rental  for commercial purposes or selling to third parties is absolutely prohibited.
  3. Until our equipment is returned to AO, the user is totally liable for it. During the use of our equipment, the user is also totally responsible for any damage to themselves, the vehicle, other parties, and any other goods. The user cannot make any claims and is not entitled to any compensation from AO.
  4. Neither the Customer nor our equipment is protected by any type of personal or liability insurance throughout the rental period unless our optional LLDC is purchased during checkout. As a result, the user must follow the regulations of the environment in which they plan on operating our equipment. AO disclaims all responsibility for incorrect bike use or the user’s refusal to follow the by-law restrictions and regulations.
  5. Following the rental period, AO will conduct an inspection of returned equipment and go through a comprehensive checklist to ensure the equipment is returned in the condition in which they were received by the user. If it is determined that the equipment and/or the accessories have sustained any damages/ loss, AO reserves the right to deduct from the pre-authorized holds the amount necessary to repair or replace the equipment at the user’s expense, unless LLDC was previously purchased. Please see below the terms of LLDC.
  6. AO equipment must be returned to the agreed return location by both parties within the timeframes specified in the rental agreement. Only when the equipment is returned to AO and the contract’s return form is countersigned will it be considered successfully returned. Parking the e-bike outside the rental location after it has closed is not considered a proper return. Failure to return the bike without prior notice and countersignature or without demonstrating extraordinary circumstances is considered theft, and the user may be reported to the authorities and/or will be charged the full cost of the equipment.
  7. From the time the equipment rental begins until they are returned, and the rental contract is countersigned, the user is responsible for the rental expenses. In addition, the user will be responsible for any damages, including entire or partial theft.
  8. In the case that AO equipment is stolen, the user must notify the police and send a copy of the theft report to AO staff. As compensation for the stolen equipment, the user will be charged the pre-authorized hold amount. This money will be reimbursed to the Customer if the bike is located or fully recovered in the condition it was initially rented by the user.
  9. Due to the nature of the bulky equipment with many moving parts, it is not possible to thoroughly inspect all parts of the returned equipment within a reasonable time. Within 3 business days following the return of the equipment, AO staff will perform a full inspection on the returned equipment and release the pre-authorized hold and the 75% refund of the cost of LLDC (if purchased at checkout).
  10. Our rental services cancellation policy is:
    1. Full refund with cancellations before 9am PST the day before the booking.
    2. No refunds/ credits after 9am PST the day before the booking.

This services agreement further enforces that the rental agreement waiver forms sent to you following your reservations outline detailed terms to follow and abide by throughout your rental duration. All terms throughout the rental waiver documents are enforceable in addition to the terms outlined throughout this document.


Rental Pre-Authorized Hold & Use Terms

As is common practice in the rental industry, we require a pre-authorized hold of funds to secure our expensive equipment (i.e. ebikes, SUPs, and cargo boxes). These funds will be held until products are returned and are in the same condition as when they were received. This hold will apply to all equipment rented and are in the following average amounts, subject to change based on retail price and additional accessories rented:

  1. Ebikes & Accessories: $600.00 per rental kit.
  2. SUPs & Accessories: $350.00 per rental kit.
  3. Bicycle Carrier: $450 per rental.
  4. Hitch Cargo Carrier: $350 per rental.
  5. Roof Cargo Basket: $400 per rental
  6. Escooter: $1000 per rental
  7. Rooftop Cargo Boxes: $700 per rental.

These funds shall be held until 3 business days following rental return, for a thorough investigation if needed. If the rental kits have sustained damage/ contain missing parts/ returned dirty, AO reserves the right to deduct from the held funds the amount equal to the replacement of parts and associated installation fees, or retail replacement of the entire kit. All efforts will be taken to repair/ replace/ clean the parts necessary to continue the smooth operation of the item/ equipment, if unsuccessful, all funds will be withheld to replace the necessary equipment.

The Pre-Authorized Holds apply to all service orders placed, regardless of the purchase of optional LLDC. Please see the terms of LLDC stated earlier within this document.

Because our fleet of equipment contains numerous parts and is case by case, we are unable to provide an exact estimate of all fees in this document. However, our policy will remain that we will charge the full price of retail at the time of rental return. Should a retail replacement be needed, AO will use the preauthorized funds to replace the items in the amount of retail value at the time of the rental equipment return + $44.24 service fees.


Limited Loss Damage Coverage (LLDC) Terms

You will not be held liable for total loss or damage to the AO equipment if you purchase LLDC advertised as Full Coverage Insurance (FCI) and Cosmetic Insurance (CI). Your entitled coverage is up to a maximum of $250.00 cost of functional repair or replacement (FCI), and $100.00 cost of cosmetic repair or replacement (CI), providing the loss or damage was not caused by any prohibited use of our equipment. All damages and associated fees in excess of $300.00 functional and $150.00 cosmetic are your financial responsibility and will be charged to the credit card on file.

  1. The optional insurance coverage purchased is to cover any damages sustained during regular use of our rental equipment, both functional and cosmetic respectively.
  2. It is not necessary to purchase LLDC in order to rent our equipment.
  3. Unless one of the two insurance packages are purchased along with your equipment rental, AO does not provide coverage. This means that you are fully responsible for any damages, both cosmetic and functional, and the subsequent financial penalties.
  4. If the renter accepts LLDC, AO waives or reduces the renter’s liability for loss or damage to the rental equipment (including but not limited to towing, storage, loss of use, administrative fees, and/or diminished value), subject to the rental agreement’s terms and conditions and applicable laws.
  5. LLDC is not insurance and it does not provide bodily liability and third party liability insurance. It simply covers all or part of the costs of repair or replacement of our rental equipment, should a damage be caused accidentally. LLDC does not cover damages caused to other parties and objects. It covers only AO’s rental equipment and the associated accessories.
  6. LLDC may overlap with the renter’s current insurance policy. Because AO is not qualified to assess the quality of the renter’s current coverage, the renter should review his or her credit card protections, third party insurance policies, and other sources of coverage that may duplicate the protection given by LLDC.
  7. Once you have properly reported the accident in line with the rental agreement, LLDC will immediately attach to the claim. You are required to inform AO of any and all damages (both cosmetic and functional), regardless of LLDC. If you have purchased LLDC at the time of reservation, we will immediately apply the terms of LLDC to your claim.
  8. If our rental equipment was being operated by anyone other than the renter on file, LLDC coverage will not cover any damages and no refunds will be issued.
  9. Due to the nature of the bulky equipment with many moving parts, it is not possible to thoroughly inspect all parts of the returned equipment within a reasonable time. Within 3 business days following the return of the equipment, AO staff will perform a full inspection on the returned equipment and release the pre-authorized hold and the 75% refund of the cost of LLDC (if purchased at checkout). If the equipment is discovered to be damaged, proof will be provided to the user and the associated costs will be communicated and deducted.
  10. If the equipment is returned without damages, the Customer is entitled to a 75% refund of the cost of LLDC which will be issued within 2 business days after thorough inspection of the returned equipment.

Delivery & Pick Up Rental Terms
  1. When you book our services, we will make every effort to deliver the equipment to you within 50 km of our warehouse located at 12160 103A Ave, Surrey V3V3G7 Surrey.
    1. Our Same Day Delivery implies that AO will process and deliver your order within 24 hours from the time when the reservation is made.
    2. AO will make every effort to achieve this goal. Under unforeseen circumstances such as emergencies, hazardous environmental/ road conditions, and other dangerous instances, AO may take longer than 24 hours to complete the reservation. In such a case, the Customer reserves the right to cancel the order and request for a full refund. Otherwise, AO will resume to complete the delivery as soon as the business resumes as normal.
  2. During checkout, you are required to provide a preferred meet-up location and preferred time. AO staff will make every effort to honour the requested transaction details, however, the location and time will be confirmed/ verified with you at most 24 hours in advance.
  3. You are expected to be at the meet date, location, and time at least 15 minutes prior to the agreed time. If you are late more than 15 minutes of the agreed time, AO staff will have to move on to honour other delivery requests/ orders. In this case, we will make every effort to hand over the equipment at a later time on the same day, without guarantees and with an added $14.24 delivery fee. You will not receive a refund for being late or not showing up.
  4. There will be a required documentation review, approval, and equipment condition review during the meeting. You are required to have read the provided user manual and/or watched demonstration videos on safety and how to use our equipment.
  5. If the road conditions are unsafe, closed, or backed up with heavy traffic due to unforeseen road emergencies/conditions for our staff to reach your desired location, you will be required to meet the staff at a more convenient location which will be communicated to you as well in advance as possible. If the equipment delivery is not possible due to this reason, you will be entitled to a 50% refund to your original method of payment, or a 100% refund as a store gift card.
  6. If AO is unable to complete our obligations to deliver your rental equipment due to unforeseen operational emergencies, we will provide a 100% refund and advise you as well in advance as possible. We will also make every effort to find an alternative solution to providing our rental equipment.
  7. AO staff are not permitted to enter your property without your consent. If your desired delivery/pick-up location is private property, you will be required to meet the driver on the public road/ sidewalk unless you provide explicit consent to your property entry/ driveway.
  8. Providing a gratuity tip to the delivery/pick-up driver is optional and not mandatory.

Guided Tours Terms

  1. You attest that you are physically fit and have sufficiently trained for participation in this event and have been deemed safe by a qualified medical professional.
  2. Because of the unpredictable weather conditions, we reserve the right to make the decision to cancel and reschedule a tour with our patrons due to safety-related concerns. In such cases, there will be no refunds, but we will offer store/ service credits for you to use in the future if you decide not to take part in our future guided tours. We will make every effort to notify you as early as possible.
  3. You are at least (18) years of age.
  4. You will not be under the influence of alcohol, drugs or any other substances that may alter your ability to operate/handle AO equipment.
  5. You will obey all by-laws and regulations of the environment in which you will be operating our equipment.
  6. You will follow the tour guide’s directions and prompts at all times.
  7. You accept that there are no warranties applicable to the rental of the equipment and all manufacturer’s warranties expressed or implied are excluded.
  8. You accept that you will personally examine the equipment to verify the condition of the items prior to your use and report any issues or flaws that you may find unsafe for use.
  9. You accept full financial responsibility for the care of the equipment while in your possession.
  10. You agree to wear the personal protective equipment provided AT ALL TIMES while operating our equipment.
  11. You agree to take full responsibility for any injuries, claims, costs, and judgments that you may inflict upon others.
  12. You understand that communication and emergency response times may be significantly longer in rural areas compared to urban settings.
  13. Our contracted service providers are not responsible for the activities of Vancouver E-Bike Adventures. Due to acts of nature, civil unrest, terrorism, strikes, work stoppages, force majeure, or severe weather, AO is not responsible for cancellations, revisions, or additional expenses incurred by clients.
  14. Out of respect to our patrons who are taking part and on time, those that are 10 minutes late or more will be left behind and no refund will be issued.
  15. AO retains the right to refuse or deny service to anyone who may harm the group’s well-being or enjoyment for physical or other reasons.
  16. In addition to the aforementioned Guided Tours Terms, the Customer must acknowledge and be responsible for all terms outlined in our Guided Tours Agreement Document (GTAD) which is sent out following your reservation and must be signed prior to the Tour.
    1. This GTAD may change from time to time to reflect changes in policies and adoption of new safety procedures.


Product Sale Terms

All of the sales of our products are governed by our Return Policy as set forth below, sale-specific purchase terms, and Shipping Terms. You agree to be bound by these Terms of Sale by ordering and/or accepting delivery of the products, which are subject to change at AO’s discretion without notice. All pricing is in Canadian dollars, and all transactions will be completed in Canadian dollars. All prices on this website are subject to change. You agree to pay any fees associated with your order. We retain the right to limit the number of items you can purchase. At our discretion, AO also retains the right to cancel orders.

To purchase products from our Sites, you will need to complete a purchase by either creating a user account or checking out as a “Guest”. To create a user account, you must provide an email address and create a password. Once your account is created, you can provide additional information such as your AO member number, preferred payment method, and shipping and billing addresses. It is a condition of your use of your user account that all information you provide in connection with that user account is correct, accurate and complete.

  1. Processing orders will usually be processed within 1 business day, but might take anywhere from one to three business days given unforeseen circumstances.
  2. If there is a shortfall of any ordered parts, which could cause a delay, it will be communicated within three business days.
  3. We accept all major credit cards, Apple pay, Google pay, AliPay, AfterPay, and e-transfer (EMT).
  4. Orders will only be processed once payment has been received.
  5. You may not lawfully request a chargeback through your credit card supplier after you have completed a purchase transaction with us; otherwise, this will be considered fraud and we will pursue prosecution and/or forward your unpaid invoice to a debt collection agency. If there is a difference or issue with your products, you must contact our Customer service department for a solution or a refund via our Contact Page.
  6. You agree to our Refund Policy as set forth below by placing an order by phone, chat, email, or online shop when buying used equipment and/or accessories.
  7. Because items which are being sold may also be rented out at the time of purchase, our Same-Day Delivery terms will not apply. Our Refund Policy as set forth below is enforced in full effect for purchases made on items which are rented out at the time of purchase.
    1. Although every effort will be made to keep the website stock up to date and mark rental items out of stock to prevent sale, errors can be made in upkeep and the item(s) purchased from our store may be rented at the time of purchase.
    2. In the case where an item is rented when purchased, AO will reserve the item for the buyer Customer for when the rental Customer returns the item. AO will perform routine cleaning, sanitation, and reconditioning of the item and deliver the item within 2 business days of rental return.
    3. It is the Customer’s responsibility to check stock availability through contacting AO via phone, SMS, email, and/or website chat.
    4. If the Customer needs the item and has not confirmed availability of the item prior to placing the order, AO will attempt to rent out a similar item to be returned upon the return when the order is ready to be delivered to the Customer. This rental of the alternative item will be free of charge.
  8. For products which are rented out, the Customer may place a 10% of the total retail price as a refundable deposit in the form of EMT (etransfer) to hold the product until the product is returned from being rented.
    1. The Customer may request for a refund after viewing the item in person if the product does not meet the Customer standards.
    2. The Customer may also choose to transfer the 10% deposit towards the purchase of another product or service of their choice.
    3. The customer must view the product and make a decision within 48 hours. If the customer does not view the product within 48 hours of the product return and does not request for a refund, the deposit will not be refundable.
  9. This document supersedes any other general terms and conditions found on AO product stores and marketplaces.
    1. AO authorized retailers may, at their discretion and cost, extend the warranty period, however AO will only cover warranty periods as stated in our Warranty Terms below.
Product Conditions & Definitions

AO store sells New, Open Box, Like-New, Renewed, Good, Fair, and AS-IS Condition items, and their definitions along with summary descriptions can be found below:

  • New – a brand new item that has never been opened and has never been used before with 0% cosmetic imperfections.
  • Open Box – a new item that has been opened, but has never been used before with 0% cosmetic imperfections.
  • Like-New – an item that has been previously used, in new working condition, and with less than 10% cosmetic imperfections.
  • Renewed – an item that had exhibited defects in functionality and that has been fully restored to working condition without any functional defects. Cosmetic imperfections may vary from 0%-75%.
  • Good – an item that is in working condition without any functional defects, with cosmetic imperfections that are between 6%-50%.
  • Fair – an item that is in working condition without any functional defects, with cosmetic imperfections that are between 51% or more.
  • AS-IS – an item may be in an untested and unknown condition, both functionally and cosmetically. There are no warranties, refunds, or credits provided in this case.

In all cases above, the Customer may request and subsequently receive in person showings, pictures and/or videos of the items prior to purchase.


Same Day Delivery & Pick Up Store Terms
  1. When you place an order through our Online Store and Gift Box, AO staff  will make every effort to deliver your order to you within 50 km of our warehouse located at 12160 103A Ave, Surrey V3V3G7 Surrey.
    1. Our Same Day Delivery implies that AO will process and deliver your order within 24 hours from the time when the order is placed.
    2. AO will make every effort to achieve this goal. Under unforeseen circumstances such as emergencies, hazardous environmental/ road conditions, and other dangerous instances, AO may take longer than 24 hours to complete the order. In such a case, the Customer reserves the right to cancel the order and request for a full refund. Otherwise, AO will resume to complete the delivery as soon as the business resumes as normal.
  2. During checkout, you are required to provide a preferred meet-up location and preferred time. AO staff will make every effort to honour the requested transaction details, however, the location and time will be confirmed/ verified with you at most 24 hours in advance.
  3. You are expected to be at the meet date, location, and time at least 10 minutes prior to the agreed time. If you are late more than 10 minutes of the agreed time, AO staff will have to move on to honour other delivery requests/ orders. In this case, we will make every effort to hand over the equipment at a later time on the same day, without guarantees and with an added $14.24 delivery fee. You will not receive a refund for being late or not showing up.
  4. If the road conditions are unsafe, closed, or backed up with heavy traffic due to unforeseen road emergencies/conditions for our staff to reach your desired location, you will be required to meet the staff at a more convenient location which will be communicated to you as well in advance as possible. If the equipment delivery is not possible due to this reason, you will be entitled to a 50% refund to your original method of payment, or a 100% refund as a store gift card.
  5. If AO is unable to complete our obligations to deliver your purchased equipment due to unforeseen operational emergencies, we will provide a 100% refund at the Customer’s and advise you as well in advance as possible. We will also make every effort to find a satisfactory alternative solution.
  6. If the Customer requests that the order be delivered and placed at porch/ door/ or any other desired location, AO staff will confirm delivery by sending a picture via sms text or email.
    1. In such a case, if theft occurs, AO will not be responsible and the Customer will not be reimbursed or refunded.
  7. AO staff are not permitted to enter your property without your consent. If your desired delivery/pick-up location is private property, you will be required to meet the driver on the public road/ sidewalk unless you provide explicit consent to your property entry/ driveway/ porch/ home.
  8. In the event that the Customer cannot purchase an item in person and would like to place a 10% deposit instead for the item to be delivered by AO staff, the deposit will not be fully refundable if the customer refuses to take the delivery of the item. $50 will be withheld by AO to cover delivery and handling expenses, the rest will be refunded to the original method of payment.
  9. Providing a gratuity tip to the delivery/pick-up driver is optional and not mandatory.

Shipping Terms

We will make commercially reasonable efforts to deliver your goods as soon as possible and within the specified time frame. However, we are not liable for any delays in delivery that are beyond our control. You can check the status of your delivery using the tracking number provided. Most goods are shipped by a third party (unless your address is located within 50 km of our warehouse), and their shipping arrangements. We have the right to refuse delivery to certain addresses or PO boxes.

  1. The shipping prices you pay are determined by the system and are approximate. Actual costs may differ; you will not be charged extra or refunded for any remaining debt.
  2. We may negotiate a contribution from you or cancel the order for a full refund if the shipping cost is much greater than the average territory (more than 25% higher than the estimated cost). This also applies to discounts and promotions that include free shipping.
  3. Li-Ion batteries and battery-related items may be classified as dangerous commodities, resulting in shipping restrictions and higher shipping costs.
  4. For some places, delivery time may vary due to shipping size or DG constraints.
  5. The same shipping policy outlined throughout this document  applies to free shipping offers and purchases from our other marketplaces (i.e. kijiji, craigslist, carousell, etc.).
  6. We do not assume any responsibility for the cost or limits of delivery or shipping back to our facilities in the event of a return, exchange, repair, or warranty servicing of parts or products unless AO staff pick up the item within 50 km of our warehouse.
  7. We are not liable for any delays or deliveries that are not scheduled by our third-party shipping partners.
  8. If products are missing and/or damaged during transportation, you are responsible for assisting the courier in resolving any issues or disagreements.
  9. Unless you take images and sign with the delivery agent, do not accept broken packages. In the event of shipment damage, a thorough claim application should be submitted using the courier’s required claim process.
  10. All product measurements and weights are approximations and may vary slightly.
Warranty Terms

Given that our store sells New, Open Box, Like-New, Renewed, Good, Fair, and AS-IS Condition items, our warranty varies greatly between each item from 7 days to Limited Lifetime Warranty. All warranties applicable will be stated in the ad description at the time of purchase and will be noted on each sale receipt/ account.

  1. In all orders placed, warranties implied are against manufacturer and/or seller defects and only applies to the hardware of the products concerning the functionality, but not cosmetic. Within the warranty period, AO will attempt to fix or completely replace the products without charges; if the items cannot be fixed, and are not in stock or discontinued, AO will replace the unit with a similar unit of the Customer’s choice with a value that is the same or lesser than the item being replaced. The value of the item replaced will be stated on the original sale receipt.
  2. Without an original purchase receipt, no warranties will be applied and no exceptions will be made. An original purchase receipt will need to be provided to initiate a warranty claim, otherwise no warranty applies.
  3. Any warranties provided by our retailer partners (i.e. Galaxy Auto), the manufacturer warranty terms will supersede AO terms and the Customer must initiate warranty claims using their respective warranty claims processes. In rare cases, AO will aid the Customer in the warranty claim to expedite the process.
  4. Warranty is not provided for items which have been damaged during shipping. These shipping damages are the responsibility of the Customer to settle with the Courier/ Shipping provider. AO may provide assistance on rare occasions to initiate claims with the Courier/ Shipping provider.
  5. Items purchased that are listed in AS-IS condition, there will be no warranties provided by AO or AO store partners and the Customer is responsible for any and all defects.

Credits, Promotions, & Discounts Terms

While supplies last, all promotions exclude the following: Gift cards, previously purchased goods, and goods purchased past the expiry date of the promotion. Offer is not transferable, exchangeable, or redeemable for cash, other goods, or anything else of monetary value. It also cannot be used in conjunction with any other offer or promotion. Taxes and delivery costs (unless free shipping applies) are the responsibility of the buyer. Please see our Return Policy as set forth below. Additional restrictions may be applicable.

All items on Clearance and Blowout sales and categories are not eligible for any promotions, except funds used from gift card balances. Prices shown are final and non-negotiable. On items that have already been purchased, discounts are not available or transferable. Offers are not exchangeable for cash and cannot be transferred (except gift cards, please see Gift Card Terms). There is a time limit, once promotion expires, it cannot be redeemed.

Discounts applied manually by AO staff are only valid for 48 hours and are valid for specific items only; in this case, the staff at AO will need to place the order manually or provide code to Customer to place order

Credits manually applied by AO staff are only valid for 12 months and cannot be redeemed past the expiry date. These credits will be placed on file to be redeemed at Customer’s request within the 12 months period. 

Savings Programs Terms

Group Bundles

Price-Beat Guarantee

Rent-To-Own

First Responder & Senior

Pay-What-You-Can

Referral

Gift Card Terms

You may purchase our e-gift cards through our site and in purchasing the e-card, you acknowledge that you have reviewed and agreed to the terms and conditions outlined in this section. In addition, you understand that the e-gift cards are separated by services and products in the following ways: the e-gift card purchased through our e-commerce store only applies to our products sold, whereas the funds within the e-gift cards purchased on our services side (FareHarbor) only apply to our services provided (i.e. guided tours and rentals).

We do not provide a refund for any reason in purchased e-gift cards, however, you can request a transfer of funds between the two types of e-gift cards (i.e. services provided and products sold). The request will be processed within 2 business days and will be subject to a 0.99% merchant payment processing transfer fee.

Website Errors & Shared Materials Terms

Although every possible effort will be made to hold all items to manufacturer accuracy and standards, errors may arise unintentionally. These errors will be fixed when they are detected. If you find any, please let us know so we can improve them immediately. For typographical or illustrative errors in our website, associated pages, social media, marketplaces, messages, or materials supplied, we are not liable for direct or indirect repercussions. 

In addition, every possible effort will be made to keep products and services information provided on our website accurate and free of errors. Regardless of our marketplaces, retailers, and/ or partners, our product pricing is most accurately stated and regularly maintained  on our website and supersedes all other listed prices elsewhere.

Acknowledgements

Please do not use this website or purchase our product or service if you do not agree to these terms and conditions. This Agreement replaces all previous agreements, representations, warranties, and understandings between us and you with respect to the Sites, the Content or services offered by the Sites, and the subject matter of this Agreement. These terms of service may be modified at any moment. Prices and product availability are subject to change at any time without notice. This document supersedes any other general terms and conditions found on AO product marketplaces and/or retailers. By sharing a thought, a Customer review, a picture, a video, a testimonial, a technical issue, you grant us, and anyone authorized by AO, a claim and royalty-free permission to reasonable use and publish that content whenever and in whichever platform AO staff deem appropriate.

Communications

To comply with Canada’s Anti-Spam Law (S.C. 2010, c.23), we need your permission to use your email address to contact you, including for promotional, safety, Customer satisfaction, and other business-related reasons. You provide this consent when you provide your email address at any point throughout your visit to our website. You can unsubscribe from our email communication at any time by clicking the unsubscribe link at the bottom of our emails, changing your communication choices in your user account, or contacting our Service Centre.

Returns & Refund Policy

Product Refund Policy

We believe in 100% satisfaction, which is why we offer a money back guarantee when there is a defect in materials/ workmanship… AND we pick it up from 50 km from where you want us to meet.


New Products

You have 7 days from the date you receive our products to decide whether our products are right for you. If you are not satisfied, we offer money-back guarantee.


Damaged/ Defective

For all new products which are damaged or defective products when received, please contact us through the link at the end of this document. You may be requested to send proof of damage/ defect. If the return/exchange request has been accepted, you will either send the product back with our shipping label, or we will pick it up from you within 50 km of our warehouse. You will be required to place all the contents and accessories back into the original box in which they came in (otherwise there will be a 20% restocking fee). You will receive your choice of a refund to your payment method, store credit, or your replacement product.


Like-New Products

You have 7 days from the date you receive our products to decide whether our products are right for you. If you are not satisfied, we offer product exchange guarantee.


Damaged/ Defective

For all used products which are damaged or defective, Adventure Outdoors reserves the right to investigate individual exchange requests case-by-case with proof of defect. We ensure that our products will be thoroughly inspected and restored by our professional maintenance and repairs staff. Given that these products are used, they may contain cosmetic imperfection(s)/ damage(s). However, we guarantee that there will be no functional defects. They will operate as close to new condition as possible. Keep in mind that our fantastic pricing will be reflective of their cosmetic condition, so you save money and help the environment with reusing.

We will make every effort to accommodate your request, however, given the value of the used products we provide, Adventure Outdoors reserve the right to make the final decision on whether you will receive a exchange/ replacement product or a store credit towards a future purchase. In extremely rare circumstances, we may offer a refund to your original method of payment minus a 20% restocking/ reconditioning fee and return shipping.

All Orders
  1. For all orders placed online using card payments, PayPal, Alipay, or AfterPay (New & Like-New products) and the customer requests for the order to be cancelled prior to processing and shipping, or returned after delivery, a full refund will be processed minus our merchant payment processing fees (2.99%) for New products only (like-New products qualify for store credits/ exchange only, no refunds).
    • This does not apply to etransfer payments. There are no processing fees and you will receive 100% refund subject to the terms listed above.
  2. In the event that the Customer cannot purchase an item in person and would like to place a 10% deposit instead for the item to be delivered by AO staff, the deposit will not be fully refundable if the customer refuses to take the delivery of the item. $50 will be withheld by AO to cover delivery and handling expenses, the rest will be refunded to the original method of payment.
  3. For products which are rented out, the Customer may place a 10% of the total retail price as a refundable deposit in the form of EMT (etransfer) to hold the product until the product is returned from being rented.
    • The Customer may request for a refund after viewing the item in person if the product does not meet the Customer standards.
    • The Customer may also choose to transfer the 10% deposit towards the purchase of another product or service of their choice.
    • The Customer must view the product and make a decision within 48 hours. If the Customer does not view the product within 48 hours of the product return and does not request for a refund, the deposit will not be refundable.

Whether new or well-loved, we are optimistic that our products will exceed your expectations.

If they trouble you, we got your back and you will get outdoors ASAP.

Services Refund Policy


Rental Services

When you book our services, we will deliver! That will always be our motto.

Here’s our simple policy with regards to rental cancellations:

  • 24 Hours or more before the rental date, you get a full refund
  • Within 24 hours of the rental date, no refunds/ credits

We understand that there can be unforeseen emergencies, in which case a rental credit will be provided.


Tour Services

We take pride in our handpicked guided tours, and our top priority is to provide outstanding experiences. However, we understand that you may not be able to make it to our guided tours due to unforeseen emergencies. In such rare cases that you miss our planned tour, you may be requested to provide proof of such an emergency to receive credits and use them how you want on our fancy online platform.

Because of the unpredictable weather, we reserve the right to make the decision and re-schedule a tour with our patrons due to safety-related concerns. In such cases, there will be no refunds, but we will offer store/ service credits for you to use in the future if you decide not to take part in our future guided tours. We will make every effort to notify you as early as possible.

Similarly, for tourists who may not be able to use our services in the future, we offer full refunds with proof of emergency and weather-related cancellations.

Gift Card Refund Policy

Adventure Outdoors e-gift cards are separated by services and products in the following ways: the e-gift card purchased through our e-commerce store only applies to our products sold, whereas the funds within the e-gift cards purchased on our services side only apply to our services provided (i.e. guided tours and rentals).

We do not provide a refund for any reason in purchased e-gift cards, however, you can request a transfer of funds between the two types of e-gift cards (i.e. services provided and products sold). The request will be processed within 2 business days and will be subject to a 0.99% merchant payment processing transfer fee.

Privacy Policy

The privacy of our visitors is a top priority at Adventure Outdoors (AO), which is reachable through the www.adventure-outdoors.ca domain. The sorts of information that Adventure Outdoors Website collects and records, as well as how we use it, are described in this Privacy Policy document.

Our policies and processes for maintaining the security and confidentiality of members personal information are outlined in our privacy code below. The provisions of the Personal Information Protection and Electronic Documents Act (PIPEDA) and the provincial privacy laws in the provinces where AO conducts business served as the foundation for this code.

AO will continue to occasionally integrate new technologies. This means that this policy could change at any time without warning. We advise you to periodically revisit this privacy policy page. Please get in touch with us if you have any more inquiries or need more details about our privacy policy through [email protected]

This privacy statement only relates to our online activities and is applicable to data shared by and/or collected by website users using the AO website. Any information gathered offline or through sources other than this website is not covered by this policy.


Consent

By using our website, you hereby consent to our Privacy Policy and agree to its Terms as set forth above.


Information We Collect

At the time we ask for your personal information, we will make clear the personal information we are requesting from you.

If you get in touch with us directly, we may learn more about you, including your name, email address, phone number, the message and/or attachments you send us, and any other details you decide to us.

We could ask for your contact information when you sign up for an account, such as your name, company name, address, email address, and phone number.


How We Use Your Information

We make use of the data we gather in a variety of ways, including:

  • Enhance, customize, and broaden our website.

  • Maintaining, operating, and optimizing our website.

  • Recognize and examine how you use our website.

  • Create new goods, services, features, and capabilities.

  • Communicate with you, either directly or through one of our partners, on a variety of topics, such as customer service, website changes and other information, as well as marketing and promotional activities.

  • Contact you via your contact information provided.

  • Identify and stop fraud.


File Logs

The AO Website creates log files according to the industry standard. These records keep track of those who visit which websites. This is a practice shared by all hosting firms and a component of their analytics. The data gathered by log files consists of internet protocol (IP) addresses, browser kind, Internet Service Provider (ISP), date and time stamps, referring/exit sites, and perhaps the number of clicks. These are not connected to any personally identifiable information. The information is used for trend analysis, website administration, tracking user behaviour on the site, and demographic research.


Cookies & Web Beacons

The AO Website employs “cookies,” like every other website. These cookies are used to store data about visitors’ preferences and the web pages they access or browse on the website. By tailoring the content of our web pages to visitors’ browser types and/or other information, we can improve the user experience.


Advertising Partners

Web beacons and cookies may be used by some of our site’s advertisers. Below is a list of our advertising partners. Each of our advertising partners has a privacy statement outlining how they handle user data.

  • From time to time, we may abandon the use of these partners and implement others, in which case we will update our privacy policy to reflect these changes.

  • If you would like to learn more on the types of programs we use, please get in touch via [email protected].


Advertising Partners – Privacy Policies

The advertisements and links that appear on the AO Website are served by third-party ad servers or ad networks using technologies like cookies, JavaScript, or Web Beacons, which are transmitted directly to users’ browsers. Your IP address is automatically transmitted to them when this happens. These tools are used to assess the success of their marketing initiatives and/or to tailor the advertising content you see on websites you visit.

The AO Website neither accesses nor controls any of the third-party cookies that are utilized by advertisers.


Third-Party Privacy Policies

The Privacy Policy of the AO Website does not apply to other advertisers or websites. As a result, we suggest that you review the individual Privacy Policies of these third-party ad servers for more information. It might also contain information on their policies and how to reject choices.

Through the choices available in each browser, you can decide to turn off cookies. On the websites for each online browser, you may find more in-depth information about managing cookies with that browser. Please find the list of analytics and advertising platforms which we use:


CCPA Privacy Rights

Californian consumers have the following rights under the CCPA, among others:

  • Demand that a company that gathers customer data disclose the categories and particular details of customer data that the company has gathered.

  • You can ask a company to remove any personal information it has on you that it has gathered.

  • Demand that a company not sell a customer’s personal information if it already does.

  • We have one month to react to any requests you might make. Please get in touch with us if you want to make use of any of these rights.


GDPR Data Protection Rights

We want to make sure that you are completely informed of all your rights in relation to data protection. Each user has the following rights:

  • The right to access – You are entitled to obtain copies of your personal data upon request. For this service, we might assess a modest price to you.

  • The right to rectification – You have the right to ask us to change any data you think is inaccurate. Additionally, you have the right to ask that we complete any information that you feel is lacking.

  • Right to erasure – Under some circumstances, you have the right to ask that we delete your personal information.

  • The right to restrict processing – In certain circumstances, you have the right to ask that we stop using your personal data for specified purposes.

  • The right to object to processing – In some circumstances, you have the right to object to the way we are using your personal information.

  • The right to data portability – In some circumstances, you have the right to ask that we transfer the information we have collected to another company or to you directly.

We have one month to react to any requests you might make. Please get in touch with us if you want to make use of any of these rights.


Children’s Information

Adding security for kids using the internet is another one of our top priorities. We urge parents and guardians to keep an eye on, engage in, monitor, and/or direct their children’s internet behaviour.

Children under the age of 13 cannot willfully provide AO Website with any Personal Identifiable Information. We firmly advise you to notify us immediately if you believe that your child provided this kind of information on our website. We will make every attempt to rapidly erase such information from our database.

Updated: Jan 14, 2023

 

Definitions

Your consent to the use of the personal information you provide to Adventure Outdoors is outlined in our Privacy Policy as set forth below

This is a legal agreement (“Agreement”) between you and Adventure Outdoors Equipment Rentals Ltd. for accessing and using its website at www.adventure-outdoors.ca and its subdomains (collectively, the “Sites”). You accept and agree to be bound by the terms and conditions described in this Agreement, as well as any other terms of use, policies, or documents linked to herein, by visiting the Sites.

When we mention “we,” “us,” or “our” in this Agreement, we’re referring to Adventure Outdoors Equipment Rentals Ltd. (hereafter referred to as “AO”). When we term “member”, “user”, or “Customer” we’re talking about someone who has visited, browsed and/or placed an order through our site. The individual accessing our site is referred to as “you” or “user” (non-member or member). If you are accessing the Sites on behalf of an organization, you are accepting this Agreement on its behalf and representing that you will bind that organization to this Agreement, in which case “you” and “your” will refer to that organization. Whenever we allude to “Content”, we are depicting all text, pictures and designs, programming, source code, applications, particulars, sound and video documents, articles, brand names, logos and other data or content accessible through our Sites that are not considered as entries from a client. Henceforth, the term “services” will be used to depict our tour guide, rental, and membership services offered, whereas “products” will be used to depict our e-commerce products for sale on our site.

Rental Services Terms

  • To rent equipment from AO, the Customer must first upload a valid driver’s license along with AO waiver form, as well as a valid credit card; other forms of valid identification are also accepted (i.e. passport & BCID). Prepaid credit cards cards that can be reloaded are not accepted. The document and credit card will be kept by AO until the equipment is returned in the condition in which they were received. There will be a pre-authorized hold on your credit card as listed in the “Pre-Authorized Hold” section of this document, and will be released within 4 business days if no damages/ lost equipment were discovered and reported.
  1. Using our equipment necessitates the user’s physical fitness and technical knowledge. As a result, when a consumer rents our equipment, they confirm without hesitation that they have sufficient knowledge and skills to safely operate our equipment.
  2. AO equipment is only to be used as a mode of transportation and must be treated with caution, common sense, and diligence to avoid damage. Using AO equipment rental  for commercial purposes or selling to third parties is absolutely prohibited.
  3. Until our equipment is returned to AO, the user is totally liable for it. During the use of our equipment, the user is also totally responsible for any damage to themselves, the vehicle, other parties, and any other goods. The user cannot make any claims and is not entitled to any compensation from AO.
  4. Neither the Customer nor our equipment is protected by any type of personal or liability insurance throughout the rental period unless our optional LLDC is purchased during checkout. As a result, the user must follow the regulations of the environment in which they plan on operating our equipment. AO disclaims all responsibility for incorrect bike use or the user’s refusal to follow the by-law restrictions and regulations.
  5. Following the rental period, AO will conduct an inspection of returned equipment and go through a comprehensive checklist to ensure the equipment is returned in the condition in which they were received by the user. If it is determined that the equipment and/or the accessories have sustained any damages/ loss, AO reserves the right to deduct from the pre-authorized holds the amount necessary to repair or replace the equipment at the user’s expense, unless LLDC was previously purchased. Please see below the terms of LLDC.
  6. AO equipment must be returned to the agreed return location by both parties within the timeframes specified in the rental agreement. Only when the equipment is returned to AO and the contract’s return form is countersigned will it be considered successfully returned. Parking the e-bike outside the rental location after it has closed is not considered a proper return. Failure to return the bike without prior notice and countersignature or without demonstrating extraordinary circumstances is considered theft, and the user may be reported to the authorities and/or will be charged the full cost of the equipment.
  7. From the time the equipment rental begins until they are returned, and the rental contract is countersigned, the user is responsible for the rental expenses. In addition, the user will be responsible for any damages, including entire or partial theft.
  8. In the case that AO equipment is stolen, the user must notify the police and send a copy of the theft report to AO staff. As compensation for the stolen equipment, the user will be charged the pre-authorized hold amount. This money will be reimbursed to the Customer if the bike is located or fully recovered in the condition it was initially rented by the user.
  9. Due to the nature of the bulky equipment with many moving parts, it is not possible to thoroughly inspect all parts of the returned equipment within a reasonable time. Within 3 business days following the return of the equipment, AO staff will perform a full inspection on the returned equipment and release the pre-authorized hold and the 75% refund of the cost of LLDC (if purchased at checkout).
  10. Our rental services cancellation policy is:
    1. Full refund with cancellations before 9am PST the day before the booking.
    2. No refunds/ credits after 9am PST the day before the booking.

This services agreement further enforces that the rental agreement waiver forms sent to you following your reservations outline detailed terms to follow and abide by throughout your rental duration. All terms throughout the rental waiver documents are enforceable in addition to the terms outlined throughout this document.


Rental Pre-Authorized Hold & Use Terms

As is common practice in the rental industry, we require a pre-authorized hold of funds to secure our expensive equipment (i.e. ebikes, SUPs, and cargo boxes). These funds will be held until products are returned and are in the same condition as when they were received. This hold will apply to all equipment rented and are in the following average amounts, subject to change based on retail price and additional accessories rented:

  1. Ebikes & Accessories: $600.00 per rental kit.
  2. SUPs & Accessories: $350.00 per rental kit.
  3. Bicycle Carrier: $450 per rental.
  4. Hitch Cargo Carrier: $350 per rental.
  5. Roof Cargo Basket: $400 per rental
  6. Escooter: $1000 per rental
  7. Rooftop Cargo Boxes: $700 per rental.

These funds shall be held until 3 business days following rental return, for a thorough investigation if needed. If the rental kits have sustained damage/ contain missing parts/ returned dirty, AO reserves the right to deduct from the held funds the amount equal to the replacement of parts and associated installation fees, or retail replacement of the entire kit. All efforts will be taken to repair/ replace/ clean the parts necessary to continue the smooth operation of the item/ equipment, if unsuccessful, all funds will be withheld to replace the necessary equipment.

The Pre-Authorized Holds apply to all service orders placed, regardless of the purchase of optional LLDC. Please see the terms of LLDC stated earlier within this document.

Because our fleet of equipment contains numerous parts and is case by case, we are unable to provide an exact estimate of all fees in this document. However, our policy will remain that we will charge the full price of retail at the time of rental return. Should a retail replacement be needed, AO will use the preauthorized funds to replace the items in the amount of retail value at the time of the rental equipment return + $44.24 service fees.


Limited Loss Damage Coverage (LLDC) Terms

You will not be held liable for total loss or damage to the AO equipment if you purchase LLDC advertised as Full Coverage Insurance (FCI) and Cosmetic Insurance (CI). Your entitled coverage is up to a maximum of $250.00 cost of functional repair or replacement (FCI), and $100.00 cost of cosmetic repair or replacement (CI), providing the loss or damage was not caused by any prohibited use of our equipment. All damages and associated fees in excess of $300.00 functional and $150.00 cosmetic are your financial responsibility and will be charged to the credit card on file.

  1. The optional insurance coverage purchased is to cover any damages sustained during regular use of our rental equipment, both functional and cosmetic respectively.
  2. It is not necessary to purchase LLDC in order to rent our equipment.
  3. Unless one of the two insurance packages are purchased along with your equipment rental, AO does not provide coverage. This means that you are fully responsible for any damages, both cosmetic and functional, and the subsequent financial penalties.
  4. If the renter accepts LLDC, AO waives or reduces the renter’s liability for loss or damage to the rental equipment (including but not limited to towing, storage, loss of use, administrative fees, and/or diminished value), subject to the rental agreement’s terms and conditions and applicable laws.
  5. LLDC is not insurance and it does not provide bodily liability and third party liability insurance. It simply covers all or part of the costs of repair or replacement of our rental equipment, should a damage be caused accidentally. LLDC does not cover damages caused to other parties and objects. It covers only AO’s rental equipment and the associated accessories.
  6. LLDC may overlap with the renter’s current insurance policy. Because AO is not qualified to assess the quality of the renter’s current coverage, the renter should review his or her credit card protections, third party insurance policies, and other sources of coverage that may duplicate the protection given by LLDC.
  7. Once you have properly reported the accident in line with the rental agreement, LLDC will immediately attach to the claim. You are required to inform AO of any and all damages (both cosmetic and functional), regardless of LLDC. If you have purchased LLDC at the time of reservation, we will immediately apply the terms of LLDC to your claim.
  8. If our rental equipment was being operated by anyone other than the renter on file, LLDC coverage will not cover any damages and no refunds will be issued.
  9. Due to the nature of the bulky equipment with many moving parts, it is not possible to thoroughly inspect all parts of the returned equipment within a reasonable time. Within 3 business days following the return of the equipment, AO staff will perform a full inspection on the returned equipment and release the pre-authorized hold and the 75% refund of the cost of LLDC (if purchased at checkout). If the equipment is discovered to be damaged, proof will be provided to the user and the associated costs will be communicated and deducted.
  10. If the equipment is returned without damages, the Customer is entitled to a 75% refund of the cost of LLDC which will be issued within 2 business days after thorough inspection of the returned equipment.

Delivery & Pick Up Rental Terms
  1. When you book our services, we will make every effort to deliver the equipment to you within 50 km of our warehouse located at 12160 103A Ave, Surrey V3V3G7 Surrey.
    1. Our Same Day Delivery implies that AO will process and deliver your order within 24 hours from the time when the reservation is made.
    2. AO will make every effort to achieve this goal. Under unforeseen circumstances such as emergencies, hazardous environmental/ road conditions, and other dangerous instances, AO may take longer than 24 hours to complete the reservation. In such a case, the Customer reserves the right to cancel the order and request for a full refund. Otherwise, AO will resume to complete the delivery as soon as the business resumes as normal.
  2. During checkout, you are required to provide a preferred meet-up location and preferred time. AO staff will make every effort to honour the requested transaction details, however, the location and time will be confirmed/ verified with you at most 24 hours in advance.
  3. You are expected to be at the meet date, location, and time at least 15 minutes prior to the agreed time. If you are late more than 15 minutes of the agreed time, AO staff will have to move on to honour other delivery requests/ orders. In this case, we will make every effort to hand over the equipment at a later time on the same day, without guarantees and with an added $14.24 delivery fee. You will not receive a refund for being late or not showing up.
  4. There will be a required documentation review, approval, and equipment condition review during the meeting. You are required to have read the provided user manual and/or watched demonstration videos on safety and how to use our equipment.
  5. If the road conditions are unsafe, closed, or backed up with heavy traffic due to unforeseen road emergencies/conditions for our staff to reach your desired location, you will be required to meet the staff at a more convenient location which will be communicated to you as well in advance as possible. If the equipment delivery is not possible due to this reason, you will be entitled to a 50% refund to your original method of payment, or a 100% refund as a store gift card.
  6. If AO is unable to complete our obligations to deliver your rental equipment due to unforeseen operational emergencies, we will provide a 100% refund and advise you as well in advance as possible. We will also make every effort to find an alternative solution to providing our rental equipment.
  7. AO staff are not permitted to enter your property without your consent. If your desired delivery/pick-up location is private property, you will be required to meet the driver on the public road/ sidewalk unless you provide explicit consent to your property entry/ driveway.
  8. Providing a gratuity tip to the delivery/pick-up driver is optional and not mandatory.

Guided Tours Terms

  1. You attest that you are physically fit and have sufficiently trained for participation in this event and have been deemed safe by a qualified medical professional.
  2. Because of the unpredictable weather conditions, we reserve the right to make the decision to cancel and reschedule a tour with our patrons due to safety-related concerns. In such cases, there will be no refunds, but we will offer store/ service credits for you to use in the future if you decide not to take part in our future guided tours. We will make every effort to notify you as early as possible.
  3. You are at least (18) years of age.
  4. You will not be under the influence of alcohol, drugs or any other substances that may alter your ability to operate/handle AO equipment.
  5. You will obey all by-laws and regulations of the environment in which you will be operating our equipment.
  6. You will follow the tour guide’s directions and prompts at all times.
  7. You accept that there are no warranties applicable to the rental of the equipment and all manufacturer’s warranties expressed or implied are excluded.
  8. You accept that you will personally examine the equipment to verify the condition of the items prior to your use and report any issues or flaws that you may find unsafe for use.
  9. You accept full financial responsibility for the care of the equipment while in your possession.
  10. You agree to wear the personal protective equipment provided AT ALL TIMES while operating our equipment.
  11. You agree to take full responsibility for any injuries, claims, costs, and judgments that you may inflict upon others.
  12. You understand that communication and emergency response times may be significantly longer in rural areas compared to urban settings.
  13. Our contracted service providers are not responsible for the activities of Vancouver E-Bike Adventures. Due to acts of nature, civil unrest, terrorism, strikes, work stoppages, force majeure, or severe weather, AO is not responsible for cancellations, revisions, or additional expenses incurred by clients.
  14. Out of respect to our patrons who are taking part and on time, those that are 10 minutes late or more will be left behind and no refund will be issued.
  15. AO retains the right to refuse or deny service to anyone who may harm the group’s well-being or enjoyment for physical or other reasons.
  16. In addition to the aforementioned Guided Tours Terms, the Customer must acknowledge and be responsible for all terms outlined in our Guided Tours Agreement Document (GTAD) which is sent out following your reservation and must be signed prior to the Tour.
    1. This GTAD may change from time to time to reflect changes in policies and adoption of new safety procedures.


Product Sale Terms

All of the sales of our products are governed by our Return Policy as set forth below, sale-specific purchase terms, and Shipping Terms. You agree to be bound by these Terms of Sale by ordering and/or accepting delivery of the products, which are subject to change at AO’s discretion without notice. All pricing is in Canadian dollars, and all transactions will be completed in Canadian dollars. All prices on this website are subject to change. You agree to pay any fees associated with your order. We retain the right to limit the number of items you can purchase. At our discretion, AO also retains the right to cancel orders.

To purchase products from our Sites, you will need to complete a purchase by either creating a user account or checking out as a “Guest”. To create a user account, you must provide an email address and create a password. Once your account is created, you can provide additional information such as your AO member number, preferred payment method, and shipping and billing addresses. It is a condition of your use of your user account that all information you provide in connection with that user account is correct, accurate and complete.

  1. Processing orders will usually be processed within 1 business day, but might take anywhere from one to three business days given unforeseen circumstances.
  2. If there is a shortfall of any ordered parts, which could cause a delay, it will be communicated within three business days.
  3. We accept all major credit cards, Apple pay, Google pay, AliPay, AfterPay, and e-transfer (EMT).
  4. Orders will only be processed once payment has been received.
  5. You may not lawfully request a chargeback through your credit card supplier after you have completed a purchase transaction with us; otherwise, this will be considered fraud and we will pursue prosecution and/or forward your unpaid invoice to a debt collection agency. If there is a difference or issue with your products, you must contact our Customer service department for a solution or a refund via our Contact Page.
  6. You agree to our Refund Policy as set forth below by placing an order by phone, chat, email, or online shop when buying used equipment and/or accessories.
  7. Because items which are being sold may also be rented out at the time of purchase, our Same-Day Delivery terms will not apply. Our Refund Policy as set forth below is enforced in full effect for purchases made on items which are rented out at the time of purchase.
    1. Although every effort will be made to keep the website stock up to date and mark rental items out of stock to prevent sale, errors can be made in upkeep and the item(s) purchased from our store may be rented at the time of purchase.
    2. In the case where an item is rented when purchased, AO will reserve the item for the buyer Customer for when the rental Customer returns the item. AO will perform routine cleaning, sanitation, and reconditioning of the item and deliver the item within 2 business days of rental return.
    3. It is the Customer’s responsibility to check stock availability through contacting AO via phone, SMS, email, and/or website chat.
    4. If the Customer needs the item and has not confirmed availability of the item prior to placing the order, AO will attempt to rent out a similar item to be returned upon the return when the order is ready to be delivered to the Customer. This rental of the alternative item will be free of charge.
  8. For products which are rented out, the Customer may place a 10% of the total retail price as a refundable deposit in the form of EMT (etransfer) to hold the product until the product is returned from being rented.
    1. The Customer may request for a refund after viewing the item in person if the product does not meet the Customer standards.
    2. The Customer may also choose to transfer the 10% deposit towards the purchase of another product or service of their choice.
    3. The customer must view the product and make a decision within 48 hours. If the customer does not view the product within 48 hours of the product return and does not request for a refund, the deposit will not be refundable.
  9. This document supersedes any other general terms and conditions found on AO product stores and marketplaces.
    1. AO authorized retailers may, at their discretion and cost, extend the warranty period, however AO will only cover warranty periods as stated in our Warranty Terms below.
Product Conditions & Definitions

AO store sells New, Open Box, Like-New, Renewed, Good, Fair, and AS-IS Condition items, and their definitions along with summary descriptions can be found below:

  • New – a brand new item that has never been opened and has never been used before with 0% cosmetic imperfections.
  • Open Box – a new item that has been opened, but has never been used before with 0% cosmetic imperfections.
  • Like-New – an item that has been previously used, in new working condition, and with less than 10% cosmetic imperfections.
  • Renewed – an item that had exhibited defects in functionality and that has been fully restored to working condition without any functional defects. Cosmetic imperfections may vary from 0%-75%.
  • Good – an item that is in working condition without any functional defects, with cosmetic imperfections that are between 6%-50%.
  • Fair – an item that is in working condition without any functional defects, with cosmetic imperfections that are between 51% or more.
  • AS-IS – an item may be in an untested and unknown condition, both functionally and cosmetically. There are no warranties, refunds, or credits provided in this case.

In all cases above, the Customer may request and subsequently receive in person showings, pictures and/or videos of the items prior to purchase.


Same Day Delivery & Pick Up Store Terms
  1. When you place an order through our Online Store and Gift Box, AO staff  will make every effort to deliver your order to you within 50 km of our warehouse located at 12160 103A Ave, Surrey V3V3G7 Surrey.
    1. Our Same Day Delivery implies that AO will process and deliver your order within 24 hours from the time when the order is placed.
    2. AO will make every effort to achieve this goal. Under unforeseen circumstances such as emergencies, hazardous environmental/ road conditions, and other dangerous instances, AO may take longer than 24 hours to complete the order. In such a case, the Customer reserves the right to cancel the order and request for a full refund. Otherwise, AO will resume to complete the delivery as soon as the business resumes as normal.
  2. During checkout, you are required to provide a preferred meet-up location and preferred time. AO staff will make every effort to honour the requested transaction details, however, the location and time will be confirmed/ verified with you at most 24 hours in advance.
  3. You are expected to be at the meet date, location, and time at least 10 minutes prior to the agreed time. If you are late more than 10 minutes of the agreed time, AO staff will have to move on to honour other delivery requests/ orders. In this case, we will make every effort to hand over the equipment at a later time on the same day, without guarantees and with an added $14.24 delivery fee. You will not receive a refund for being late or not showing up.
  4. If the road conditions are unsafe, closed, or backed up with heavy traffic due to unforeseen road emergencies/conditions for our staff to reach your desired location, you will be required to meet the staff at a more convenient location which will be communicated to you as well in advance as possible. If the equipment delivery is not possible due to this reason, you will be entitled to a 50% refund to your original method of payment, or a 100% refund as a store gift card.
  5. If AO is unable to complete our obligations to deliver your purchased equipment due to unforeseen operational emergencies, we will provide a 100% refund at the Customer’s and advise you as well in advance as possible. We will also make every effort to find a satisfactory alternative solution.
  6. If the Customer requests that the order be delivered and placed at porch/ door/ or any other desired location, AO staff will confirm delivery by sending a picture via sms text or email.
    1. In such a case, if theft occurs, AO will not be responsible and the Customer will not be reimbursed or refunded.
  7. AO staff are not permitted to enter your property without your consent. If your desired delivery/pick-up location is private property, you will be required to meet the driver on the public road/ sidewalk unless you provide explicit consent to your property entry/ driveway/ porch/ home.
  8. In the event that the Customer cannot purchase an item in person and would like to place a 10% deposit instead for the item to be delivered by AO staff, the deposit will not be fully refundable if the customer refuses to take the delivery of the item. $50 will be withheld by AO to cover delivery and handling expenses, the rest will be refunded to the original method of payment.
  9. Providing a gratuity tip to the delivery/pick-up driver is optional and not mandatory.

Shipping Terms

We will make commercially reasonable efforts to deliver your goods as soon as possible and within the specified time frame. However, we are not liable for any delays in delivery that are beyond our control. You can check the status of your delivery using the tracking number provided. Most goods are shipped by a third party (unless your address is located within 50 km of our warehouse), and their shipping arrangements. We have the right to refuse delivery to certain addresses or PO boxes.

  1. The shipping prices you pay are determined by the system and are approximate. Actual costs may differ; you will not be charged extra or refunded for any remaining debt.
  2. We may negotiate a contribution from you or cancel the order for a full refund if the shipping cost is much greater than the average territory (more than 25% higher than the estimated cost). This also applies to discounts and promotions that include free shipping.
  3. Li-Ion batteries and battery-related items may be classified as dangerous commodities, resulting in shipping restrictions and higher shipping costs.
  4. For some places, delivery time may vary due to shipping size or DG constraints.
  5. The same shipping policy outlined throughout this document  applies to free shipping offers and purchases from our other marketplaces (i.e. kijiji, craigslist, carousell, etc.).
  6. We do not assume any responsibility for the cost or limits of delivery or shipping back to our facilities in the event of a return, exchange, repair, or warranty servicing of parts or products unless AO staff pick up the item within 50 km of our warehouse.
  7. We are not liable for any delays or deliveries that are not scheduled by our third-party shipping partners.
  8. If products are missing and/or damaged during transportation, you are responsible for assisting the courier in resolving any issues or disagreements.
  9. Unless you take images and sign with the delivery agent, do not accept broken packages. In the event of shipment damage, a thorough claim application should be submitted using the courier’s required claim process.
  10. All product measurements and weights are approximations and may vary slightly.
Warranty Terms

Given that our store sells New, Open Box, Like-New, Renewed, Good, Fair, and AS-IS Condition items, our warranty varies greatly between each item from 7 days to Limited Lifetime Warranty. All warranties applicable will be stated in the ad description at the time of purchase and will be noted on each sale receipt/ account.

  1. In all orders placed, warranties implied are against manufacturer and/or seller defects and only applies to the hardware of the products concerning the functionality, but not cosmetic. Within the warranty period, AO will attempt to fix or completely replace the products without charges; if the items cannot be fixed, and are not in stock or discontinued, AO will replace the unit with a similar unit of the Customer’s choice with a value that is the same or lesser than the item being replaced. The value of the item replaced will be stated on the original sale receipt.
  2. Without an original purchase receipt, no warranties will be applied and no exceptions will be made. An original purchase receipt will need to be provided to initiate a warranty claim, otherwise no warranty applies.
  3. Any warranties provided by our retailer partners (i.e. Galaxy Auto), the manufacturer warranty terms will supersede AO terms and the Customer must initiate warranty claims using their respective warranty claims processes. In rare cases, AO will aid the Customer in the warranty claim to expedite the process.
  4. Warranty is not provided for items which have been damaged during shipping. These shipping damages are the responsibility of the Customer to settle with the Courier/ Shipping provider. AO may provide assistance on rare occasions to initiate claims with the Courier/ Shipping provider.
  5. Items purchased that are listed in AS-IS condition, there will be no warranties provided by AO or AO store partners and the Customer is responsible for any and all defects.

Credits, Promotions, & Discounts Terms

While supplies last, all promotions exclude the following: Gift cards, previously purchased goods, and goods purchased past the expiry date of the promotion. Offer is not transferable, exchangeable, or redeemable for cash, other goods, or anything else of monetary value. It also cannot be used in conjunction with any other offer or promotion. Taxes and delivery costs (unless free shipping applies) are the responsibility of the buyer. Please see our Return Policy as set forth below. Additional restrictions may be applicable.

All items on Clearance and Blowout sales and categories are not eligible for any promotions, except funds used from gift card balances. Prices shown are final and non-negotiable. On items that have already been purchased, discounts are not available or transferable. Offers are not exchangeable for cash and cannot be transferred (except gift cards, please see Gift Card Terms). There is a time limit, once promotion expires, it cannot be redeemed.

Discounts applied manually by AO staff are only valid for 48 hours and are valid for specific items only; in this case, the staff at AO will need to place the order manually or provide code to Customer to place order

Credits manually applied by AO staff are only valid for 12 months and cannot be redeemed past the expiry date. These credits will be placed on file to be redeemed at Customer’s request within the 12 months period.

Savings Programs Terms

Group Bundles

Price-Beat Guarantee

Rent-To-Own

First Responder & Senior

Pay-What-You-Can

Referral

Gift Card Terms

You may purchase our e-gift cards through our site and in purchasing the e-card, you acknowledge that you have reviewed and agreed to the terms and conditions outlined in this section. In addition, you understand that the e-gift cards are separated by services and products in the following ways: the e-gift card purchased through our e-commerce store only applies to our products sold, whereas the funds within the e-gift cards purchased on our services side (FareHarbor) only apply to our services provided (i.e. guided tours and rentals).

We do not provide a refund for any reason in purchased e-gift cards, however, you can request a transfer of funds between the two types of e-gift cards (i.e. services provided and products sold). The request will be processed within 2 business days and will be subject to a 0.99% merchant payment processing transfer fee.

Website Errors & Shared Materials Terms

Although every possible effort will be made to hold all items to manufacturer accuracy and standards, errors may arise unintentionally. These errors will be fixed when they are detected. If you find any, please let us know so we can improve them immediately. For typographical or illustrative errors in our website, associated pages, social media, marketplaces, messages, or materials supplied, we are not liable for direct or indirect repercussions.

In addition, every possible effort will be made to keep products and services information provided on our website accurate and free of errors. Regardless of our marketplaces, retailers, and/ or partners, our product pricing is most accurately stated and regularly maintained  on our website and supersedes all other listed prices elsewhere.

Acknowledgements

Please do not use this website or purchase our product or service if you do not agree to these terms and conditions. This Agreement replaces all previous agreements, representations, warranties, and understandings between us and you with respect to the Sites, the Content or services offered by the Sites, and the subject matter of this Agreement. These terms of service may be modified at any moment. Prices and product availability are subject to change at any time without notice. This document supersedes any other general terms and conditions found on AO product marketplaces and/or retailers. By sharing a thought, a Customer review, a picture, a video, a testimonial, a technical issue, you grant us, and anyone authorized by AO, a claim and royalty-free permission to reasonable use and publish that content whenever and in whichever platform AO staff deem appropriate.

Communications

To comply with Canada’s Anti-Spam Law (S.C. 2010, c.23), we need your permission to use your email address to contact you, including for promotional, safety, Customer satisfaction, and other business-related reasons. You provide this consent when you provide your email address at any point throughout your visit to our website. You can unsubscribe from our email communication at any time by clicking the unsubscribe link at the bottom of our emails, changing your communication choices in your user account, or contacting our Service Centre.

Product Refund Policy

We believe in 100% satisfaction, which is why we offer a money back guarantee when there is a defect in materials/ workmanship… AND we pick it up from 50 km from where you want us to meet.


New Products

You have 7 days from the date you receive our products to decide whether our products are right for you. If you are not satisfied, we offer money-back guarantee.


Damaged/ Defective

For all new products which are damaged or defective products when received, please contact us through the link at the end of this document. You may be requested to send proof of damage/ defect. If the return/exchange request has been accepted, you will either send the product back with our shipping label, or we will pick it up from you within 50 km of our warehouse. You will be required to place all the contents and accessories back into the original box in which they came in (otherwise there will be a 20% restocking fee). You will receive your choice of a refund to your payment method, store credit, or your replacement product.


Like-New Products

You have 7 days from the date you receive our products to decide whether our products are right for you. If you are not satisfied, we offer product exchange guarantee.


Damaged/ Defective

For all used products which are damaged or defective, Adventure Outdoors reserves the right to investigate individual exchange requests case-by-case with proof of defect. We ensure that our products will be thoroughly inspected and restored by our professional maintenance and repairs staff. Given that these products are used, they may contain cosmetic imperfection(s)/ damage(s). However, we guarantee that there will be no functional defects. They will operate as close to new condition as possible. Keep in mind that our fantastic pricing will be reflective of their cosmetic condition, so you save money and help the environment with reusing.

We will make every effort to accommodate your request, however, given the value of the used products we provide, Adventure Outdoors reserve the right to make the final decision on whether you will receive a exchange/ replacement product or a store credit towards a future purchase. In extremely rare circumstances, we may offer a refund to your original method of payment minus a 20% restocking/ reconditioning fee and return shipping.

All Orders
  1. For all orders placed online using card payments, PayPal, Alipay, or AfterPay (New & Like-New products) and the customer requests for the order to be cancelled prior to processing and shipping, or returned after delivery, a full refund will be processed minus our merchant payment processing fees (2.99%) for New products only (like-New products qualify for store credits/ exchange only, no refunds).
    • This does not apply to etransfer payments. There are no processing fees and you will receive 100% refund subject to the terms listed above.
  2. In the event that the Customer cannot purchase an item in person and would like to place a 10% deposit instead for the item to be delivered by AO staff, the deposit will not be fully refundable if the customer refuses to take the delivery of the item. $50 will be withheld by AO to cover delivery and handling expenses, the rest will be refunded to the original method of payment.
  3. For products which are rented out, the Customer may place a 10% of the total retail price as a refundable deposit in the form of EMT (etransfer) to hold the product until the product is returned from being rented.
    • The Customer may request for a refund after viewing the item in person if the product does not meet the Customer standards.
    • The Customer may also choose to transfer the 10% deposit towards the purchase of another product or service of their choice.
    • The Customer must view the product and make a decision within 48 hours. If the Customer does not view the product within 48 hours of the product return and does not request for a refund, the deposit will not be refundable.

Whether new or well-loved, we are optimistic that our products will exceed your expectations.

If they trouble you, we got your back and you will get outdoors ASAP.

Services Refund Policy


Rental Services

When you book our services, we will deliver! That will always be our motto.

Here’s our simple policy with regards to rental cancellations:

  • 24 Hours or more before the rental date, you get a full refund
  • Within 24 hours of the rental date, no refunds/ credits

We understand that there can be unforeseen emergencies, in which case a rental credit will be provided.


Tour Services

We take pride in our handpicked guided tours, and our top priority is to provide outstanding experiences. However, we understand that you may not be able to make it to our guided tours due to unforeseen emergencies. In such rare cases that you miss our planned tour, you may be requested to provide proof of such an emergency to receive credits and use them how you want on our fancy online platform.

Because of the unpredictable weather, we reserve the right to make the decision and re-schedule a tour with our patrons due to safety-related concerns. In such cases, there will be no refunds, but we will offer store/ service credits for you to use in the future if you decide not to take part in our future guided tours. We will make every effort to notify you as early as possible.

Similarly, for tourists who may not be able to use our services in the future, we offer full refunds with proof of emergency and weather-related cancellations.

Gift Card Refund Policy

Adventure Outdoors e-gift cards are separated by services and products in the following ways: the e-gift card purchased through our e-commerce store only applies to our products sold, whereas the funds within the e-gift cards purchased on our services side only apply to our services provided (i.e. guided tours and rentals).

We do not provide a refund for any reason in purchased e-gift cards, however, you can request a transfer of funds between the two types of e-gift cards (i.e. services provided and products sold). The request will be processed within 2 business days and will be subject to a 0.99% merchant payment processing transfer fee.

 

The privacy of our visitors is a top priority at Adventure Outdoors (AO), which is reachable through the www.adventure-outdoors.ca domain. The sorts of information that Adventure Outdoors Website collects and records, as well as how we use it, are described in this Privacy Policy document.

Our policies and processes for maintaining the security and confidentiality of members personal information are outlined in our privacy code below. The provisions of the Personal Information Protection and Electronic Documents Act (PIPEDA) and the provincial privacy laws in the provinces where AO conducts business served as the foundation for this code.

AO will continue to occasionally integrate new technologies. This means that this policy could change at any time without warning. We advise you to periodically revisit this privacy policy page. Please get in touch with us if you have any more inquiries or need more details about our privacy policy through [email protected]

This privacy statement only relates to our online activities and is applicable to data shared by and/or collected by website users using the AO website. Any information gathered offline or through sources other than this website is not covered by this policy.


Consent

By using our website, you hereby consent to our Privacy Policy and agree to its Terms as set forth above.


Information We Collect

At the time we ask for your personal information, we will make clear the personal information we are requesting from you.

If you get in touch with us directly, we may learn more about you, including your name, email address, phone number, the message and/or attachments you send us, and any other details you decide to us.

We could ask for your contact information when you sign up for an account, such as your name, company name, address, email address, and phone number.


How We Use Your Information

We make use of the data we gather in a variety of ways, including:

  • Enhance, customize, and broaden our website.

  • Maintaining, operating, and optimizing our website.

  • Recognize and examine how you use our website.

  • Create new goods, services, features, and capabilities.

  • Communicate with you, either directly or through one of our partners, on a variety of topics, such as customer service, website changes and other information, as well as marketing and promotional activities.

  • Contact you via your contact information provided.

  • Identify and stop fraud.


File Logs

The AO Website creates log files according to the industry standard. These records keep track of those who visit which websites. This is a practice shared by all hosting firms and a component of their analytics. The data gathered by log files consists of internet protocol (IP) addresses, browser kind, Internet Service Provider (ISP), date and time stamps, referring/exit sites, and perhaps the number of clicks. These are not connected to any personally identifiable information. The information is used for trend analysis, website administration, tracking user behaviour on the site, and demographic research.


Cookies & Web Beacons

The AO Website employs “cookies,” like every other website. These cookies are used to store data about visitors’ preferences and the web pages they access or browse on the website. By tailoring the content of our web pages to visitors’ browser types and/or other information, we can improve the user experience.


Advertising Partners

Web beacons and cookies may be used by some of our site’s advertisers. Below is a list of our advertising partners. Each of our advertising partners has a privacy statement outlining how they handle user data.

  • From time to time, we may abandon the use of these partners and implement others, in which case we will update our privacy policy to reflect these changes.

  • If you would like to learn more on the types of programs we use, please get in touch via [email protected].


Advertising Partners – Privacy Policies

The advertisements and links that appear on the AO Website are served by third-party ad servers or ad networks using technologies like cookies, JavaScript, or Web Beacons, which are transmitted directly to users’ browsers. Your IP address is automatically transmitted to them when this happens. These tools are used to assess the success of their marketing initiatives and/or to tailor the advertising content you see on websites you visit.

The AO Website neither accesses nor controls any of the third-party cookies that are utilized by advertisers.


Third-Party Privacy Policies

The Privacy Policy of the AO Website does not apply to other advertisers or websites. As a result, we suggest that you review the individual Privacy Policies of these third-party ad servers for more information. It might also contain information on their policies and how to reject choices.

Through the choices available in each browser, you can decide to turn off cookies. On the websites for each online browser, you may find more in-depth information about managing cookies with that browser. Please find the list of analytics and advertising platforms which we use:


CCPA Privacy Rights

Californian consumers have the following rights under the CCPA, among others:

  • Demand that a company that gathers customer data disclose the categories and particular details of customer data that the company has gathered.

  • You can ask a company to remove any personal information it has on you that it has gathered.

  • Demand that a company not sell a customer’s personal information if it already does.

  • We have one month to react to any requests you might make. Please get in touch with us if you want to make use of any of these rights.


GDPR Data Protection Rights

We want to make sure that you are completely informed of all your rights in relation to data protection. Each user has the following rights:

  • The right to access – You are entitled to obtain copies of your personal data upon request. For this service, we might assess a modest price to you.

  • The right to rectification – You have the right to ask us to change any data you think is inaccurate. Additionally, you have the right to ask that we complete any information that you feel is lacking.

  • Right to erasure – Under some circumstances, you have the right to ask that we delete your personal information.

  • The right to restrict processing – In certain circumstances, you have the right to ask that we stop using your personal data for specified purposes.

  • The right to object to processing – In some circumstances, you have the right to object to the way we are using your personal information.

  • The right to data portability – In some circumstances, you have the right to ask that we transfer the information we have collected to another company or to you directly.

We have one month to react to any requests you might make. Please get in touch with us if you want to make use of any of these rights.


Children’s Information

Adding security for kids using the internet is another one of our top priorities. We urge parents and guardians to keep an eye on, engage in, monitor, and/or direct their children’s internet behaviour.

Children under the age of 13 cannot willfully provide AO Website with any Personal Identifiable Information. We firmly advise you to notify us immediately if you believe that your child provided this kind of information on our website. We will make every attempt to rapidly erase such information from our database.

Updated: Jan 14, 2023