Booking and refunds

#01

Booking and payment

Your booking is confirmed when BASE NORTE receives the agreed payment and sends confirmation. The initial payment will be between 50% and 100% of the total price, as stated during the booking process.

If a deposit is agreed, the confirmation will state the amount paid, the outstanding balance and when it must be paid. The price and booked items will be shown before the booking is completed.

You can pay with Visa or Mastercard. Bizum, bank transfer and other payment methods are available only when expressly offered during the booking process or agreed with BASE NORTE.

#02

Changes to your booking

Request changes to the date, time, equipment or participants in writing at least 72 hours in advance. Changes depend on availability and are confirmed only when BASE NORTE accepts them in writing.

Any price difference or amendment fee will be communicated before the change is made and will require your acceptance. If you need to cancel, the deadlines in the next section apply.

#03

If you need to cancel

These terms apply to both equipment rental and school services. Deadlines are measured against the start date and time stated in the booking confirmation, using local time in Vielha.

At least 48 hours in advance

Refund of 100% of the amount paid.

At least 24 hours but less than 48 hours in advance

Refund of 50% of the amount paid. Alternatively, a postponement may be agreed, subject to availability.

Less than 24 hours in advance

The amount paid is not refunded. A postponement may be offered, subject to availability and written confirmation.

Failure to attend without notice results in loss of the amount paid, without prejudice to any rights you have by law.

To request a cancellation, email reservas@basenorte.com with the booking holder's name and booking reference. Keep proof of sending; the deadline is calculated from receipt of your request, not from when we reply.

#04

Weather, safety and force majeure

If an unforeseen circumstance prevents you from attending, tell us as soon as possible and provide any available supporting documents. With at least 48 hours' notice, the amount paid will be refunded. With less notice, a postponement will be considered, without prejudice to any refund or other rights that may apply by law.

If conditions compromise safety or make it impossible to provide the service, we will contact you to assess the situation. If BASE NORTE cancels the service, you may choose between an available alternative and a full refund of the amount paid for the cancelled service.

The same choice will be offered if BASE NORTE cancels for other reasons, including insufficient participants where a minimum number was disclosed in advance. A voucher will not be imposed instead of a refund.

#05

How refunds are made

Refunds will be made through the original payment method unless another method, at no cost to the customer, is expressly agreed.

The estimated processing and payment period is 7 to 14 business days, depending on the payment method and bank. This estimate does not extend any applicable statutory maximum period.

#06

Equipment collection and return

Equipment is collected and returned at BASE NORTE, Av. Pas d’Arro, 10, Vielha, during the opening hours communicated for the booking.

You may collect the equipment from 19:30 on the day before the rental begins, at no extra cost.

Equipment must be returned before 18:30 on the final booked day. If you expect to be late or need to extend the rental, contact us. An extension requires confirmation of availability and price.

#07

Looking after the equipment and damage

We look after our equipment so that you can use it in good condition. Please use it properly, protect it against loss or theft and return it complete, except for normal wear resulting from proper use.

Report any damage, loss or malfunction as soon as you notice it. If the equipment has a defect that could affect safety, stop using it and contact BASE NORTE.

Damage for which the customer is responsible will be assessed individually. Repairs will be quoted according to the actual damage, stating the work needed and its cost. No charge will be made for pre-existing damage, normal wear or defects attributable to BASE NORTE.

We will inspect the equipment when it is returned and may report damage that was not initially apparent within the following 72 hours, providing its description, evidence and valuation. This period does not mean the customer automatically accepts a charge or limit their right to complain.

#08

Loss, theft or irreparable damage

In the event of loss, theft or irreparable damage, the customer's responsibility and the actual loss will be assessed. The following amounts are replacement references, not automatic penalties. The assessment will consider the equipment supplied, its age and its previous condition.

For equipment not listed in this table, an individual, reasoned valuation will be provided. The cost of repair and replacement will not both be charged for the same damage.

#09

Equipment use and insurance

Use the equipment according to the instructions received and follow resort rules, signs and access restrictions. Choose activities suited to your experience and physical condition.

The rental does not include specific equipment damage insurance or personal accident or rescue insurance unless expressly stated during booking.

BASE NORTE's liability insurance is subject to the terms and limits of its policy. These terms do not exclude or limit any liability BASE NORTE may have by law for equipment defects or provision of the service.

#10

Consumer rights and special terms

The cancellation policy described above applies without prejudice to consumers' non-waivable rights. Where a statutory right of withdrawal exists, it may be exercised under the conditions and deadlines laid down by law, without the cancellation penalties stated above.

Services related to leisure activities with a specific date or period of performance may fall under the withdrawal exception in Article 103(l) of Royal Legislative Decree 1/2007. The exception applicable to each service will be disclosed before booking; it does not automatically extend to all rentals.

Services provided in collaboration with third parties may have specific terms. These will be communicated before the booking is confirmed and must be expressly accepted.

#11

Personal data and complaints

Personal data will be processed to manage the booking, provide the service and comply with legal obligations, as described in our privacy policy . There you can find information about the processing of your data and how to exercise your rights.

You can send any question or complaint using the contact details below. These terms are governed by Spanish law, while respecting consumer protection rules and the courts with jurisdiction under the law.

Last updated: 3 November 2026.