FAQ

Frequently asked questions our guests may have about our services or tours

WE take care of

-All our tours are conducted out in small groups of maximum 10 people (Aventure Outaouais withholds the right to accept additional participants in special situations). Physical distancing will be applied outside the van which will transport guests.

-Cleaning and disinfection procedures are in place for all equipment and vehicle.

-For transportation, please note that the capacity is reduced and hand washing before boarding is mandatory.

YOU take care of

-If you or someone you know has symptoms related to COVID-19, stay home, and contact us as soon as possible. Protect your health and that of others.

-Wearing a face cover is mandatory for people aged 10 and over in closed or partially covered public spaces. During transportation, wearing a mask is also mandatory for all customers. A mask will be provided to those that do not have one.

-On hiking trails, make sure to keep the physical distance and ride or walk as indicated.

-For indoor activities, such as, and not limited to, restaurants, wineries, cider mills, microbreweries, and museums, a proof of vaccination may be necessary to participate. For the Wine & Cider Tour, a proof of vaccination will be mandatory to participate at certain locations.

For more information on the tourism industry standards
related to the Covid-19, please refer to the website: https://alliancetouristique.com/covid19-sanitaire/.

Our tours are all inclusive. Transportation, guide, cost of activities, and food are all included in the price of the tour. We wish to offer worry-free adventures to our guests so that they can relax and enjoy their adventure to it's fullest without having to think about the costs or details. If you would like to purchase products in stores during our Wakefield Tour or our Petite-Nation Tour, you are invited to bring a form of payment that is most convenient for you. Also, during our Wine & Cider tour, it will be possible to purchase wine, cider, and other local products if you choose to do so.

Here are just some of the things which we provide for no extra cost:

-Umbrellas in case of rainy days;

-Hiking poles for tours involving a hike;

-Snacks and water on selected tours;

-Bug repellant;

-Crampons and snowshoes during our winter tours.

Our main guide (owner Brandon) who is one of the leading experts of the region in terms of tourism and has tons of experience with outdoor adventures. Sit back, relax, and let Brandon show you the wonders of the local area. Brandon is Certified in Standard First Aid & CPR/AED as well as in Remote First Aid & CPR/AED.

Our tours welcome all experience levels. Our guides are there to accompany you on your adventure. Depending on the tour, guests must be able to walk certain distances and climb stairs. If you have any questions or concerns, feel free to contact us before booking your tour by email at aventureoutaouais@gmail.com or by telephone at 873-660-1881.

People doubting their skills, their physical abilities, or their emotional health should consult their doctor before participating in a tour or contact us for further information on your chosen tour.

Aventure Outaouais provides snacks and lunches depending on the type of tour selected. If you have any special dietary restrictions, please advise us in advance by email at aventureoutaouais@gmail.com to allow us time to make the necessary arrangements. It will be our absolute pleasure to find alternatives and meet your needs.

If you have not yet received your confirmation email, we would invite you to please check your email's Spam folder. There is a strong possibility it may be there. If the confirmation email is not located in your Spam folder and it has been more than a few hours, please contact us by email at aventureoutaouais@gmail.com or by phone at (873) 660-1881 so that we may resolve the situation.

Aventure Outaouais offers free pick-ups and drop-offs for all our guests. Two options are available:

1) For guests staying in one of the selected accommodations (list below) in the National Capital Region (Ottawa or Gatineau), a pick-up time (typically within a 10 minute time frame 45 minutes before the tour begins) will be sent to you by email prior to your tour. Not sure if you’re staying within a selected accommodation? Email us at aventureoutaouais@gmail.com with the address, name or map screenshot of your accommodations and we’ll confirm! During the checkout process, you will need to choose which accommodation you wish to be picked up at.

Participating hotels for direct pick-up:

-Ramada Plaza (Gatineau)

-Hilton Lac-Leamy (Gatineau)

-Best Western Plus (Gatineau)

-Crowne Plaza Gatineau/Ottawa (Gatineau)

-DoubleTree by Hilton (Gatineau)

-Fairmont Château Montebello (Montebello) (for selected tours)

-Delta Hotels by Marriot Ottawa/Gatineau (Ottawa)

-Homewood Suites by Hilton Ottawa (Ottawa)

-Hilton Garden Inn (Ottawa)

-Sheraton Ottawa Hotel (Ottawa)

-Alt Hotel Ottawa (Ottawa)

2) For residents of the region or those not staying in one of the selected accommodations or not able to reach them for pick-up, an additional pick-up location is available to you in downtown Gatineau (paid parking will be available nearby as well public transportation). During your checkout process, you will have a chance to choose this pick-up location (confirmation email will be sent to you with all the details including a pick-up time):

-Downtown Gatineau Pick-Up Location: at the corner of Rue Wellington and Rue Laval in the Hull sector of Gatineau. Two paid parking lots are located at this intersection as well as a public parking garage nearby at 15, Rue Leduc. Almost all of Gatineau's public transportation passes nearby at the Portage/Laval bus stop or Place d'Acceuil bus stop. Our Aventure Outaouais van will be parked at the intersection at the designated pick-up time.

To cancel a reservation, there are 4 options:

You can call or text us at 873-660-1881, or email us at aventureoutaouais@gmail.com or you can contact us on our social networks. 

More than 48 hours before departure:

-You can move your reservation free of charge, depending on availability.

-You can get a refund for your reservation.

Between 24 hours and 48 hours before departure:

-You can move your reservation for a $10 fee, depending on availability.

-50% reimbursement in case of cancelation.

Less than 24 hours before departure:

-You can move your reservation for a $30 fee, depending on availability.

-No reimbursement in case of cancelation.

All times:

-PENDING reservations cannot be refunded.

-Reservations postponed more than once cannot be refunded.

Note:
Aventure Outaouais conducts operations in all weather conditions, with some
exceptions:

-extreme weather;

-when there is a foreseeable risk;

-when there are insifficient bookings;

-and or any other event beyond our control.

In these situations, the tour will be postponed to
another date suitable to you, or there will be a full refund.

Except if it is mentioned otherwise in the tour description, all our tours are offered even if it rains. No need to panic, we provide our own branded umbrellas! Aventure Outaouais does reserve the right to cancel any tour in case of extreme weather with a full refund or rebooking.

-Bring appropriate footwear depending on the chosen tour, preferably something that is comfortable to walk in and waterproof in case of hiking;

-For outdoor tours, a hat, sunscreen, a reusable water bottle (we will have cold water too fill your bottle when needed), and bug spray is recommended (we can provide appropriate bug repellant during the tour);

-In case of rain, we will provide guest with an umbrella, but we still recommend wearing a rain jacket or poncho.

-During the winter, make sure to wear layers (coat, inner jacket, long sleeve shirt, etc.) to keep warm. Also, wear appropriate footwear, gloves, and head coverings. Snow pants or layers for your legs are recommended on very cold days. We will have hot paws to help out and perhaps even some hot chocolate!

Our tour groups are limited to 10 guests (except for certain exceptions). Guests will be transported in our new Ford Transit passenger vans that hold up to 15 passengers.

While our tours are limited to 10 guests, feel free to contact us by email aventureoutaouais@gmail.com or by telephone at 873-660-1881 to see if we can accommodate you. For example, if there is only 2 spots left on a tour but you are a party of 3, we can probably make extra room for one more guest on the tour.

All our tours are offered in both official languages (English and French). Note that if all guests speak and understand one of the two languages the tour will be mainly given in that language. That being said, our guides will always be available to answer any questions or provide information in your language of preference (English or French).

Once you purchase a gift card, you will receive an email with a unique gift card code which can be shared to a friend or loved one. Aventure Outaouais does not yet send paper form gift cards by the mail. When making a purchase in our online store, your friends or family members can redeem the value of the gift card by entering its unique code in our store checkout by choosing to add a gift card for payment. A gift card holds a balance, which can be spent over more than one order. If the balance available on the gift card is less than the order total, then the customer is prompted to choose a second payment method for the balance before placing the order.

Our gift cards do not have an expire date. So great news, no need to worry about deadlines!

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