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Policies

Temporary Group Size Policy

IMPORTANT TEMPORARY POLICY: Effective July 1st, 2020, we are NOT offering any mixed group activities due to Covid-19 until we deem that it is again safe for everyone involved to do so. All of our activities, both adventure-based and educational will be automatically charged as “Private” if reserved for one to three people. For individuals, couples, and trios, this private premium is no longer an “option” — for now. Private groups of four will be exempt, as normal. As a business, running groups has always been our best income generator. We do hope our guests will continue to offer their support. We are managing well with our fixed expenses thanks to government stimulus and loans, and business is presently on the books, but the future is so uncertain we are being very conservative. Your understanding is greatly appreciated!


Privacy Policy

Your privacy and ours have equal importance in our eyes. Thus, we will protect your privacy as if it is our own and treat your information accordingly. We will not share, rent, lease, sell, or in any way divulge your data. We find this is a simple, yet effective policy. On this site we give your browser cookies to track your preferences and whatnot, and we can see what pages you visit, but we do not see identifying information. Honestly, we have better things to do than to track your every move. That said, if booking, registering for an event, subscribing, or emailing, we may retain your contact info so as to communicate with you in the future (to which you may opt out).

Gratuities

Gratuities are accepted and greatly appreciated — this being a service industry. That said, tipping should be based on the level of enjoyment had by you and your party, how safe and cared-for you felt, and how personable, attentive, professional, and knowledgeable your guide was. A gratuity of 15-20% or more is customary for a job well done. Tipping may be done by credit card (you may have that option when paying your balance), but cash is preferred. Guides really love cash.


Gear Insurance

When renting gear from us such as our “Ready Packs” or Specialty Gear like ice axes, for example, or when renting gear from third parties by way of our convenient pick-up service (a surcharge of $40 plus rental fees applies), you will have an opportunity to purchase gear insurance for the low price of $10 per person, per day for our “Standard Ready Pack,” $20 per person, per day for our “Alpine Ready Pack,” and $30 for our “Backpacking Ready Pack.”

These are nominal insurance fees for the hundreds of dollars worth of top-quality gear we will entrust to you.

These insurances will only cover so much, though. We will not forgive willful negligence, outright abuse, or any careless loss. In such cases we will charge the wholesale replacement or repair cost for such gear, plus 20% to cover associated shipping and administrative costs. Our gear insurances will cover normal breakage, regular wear and tear, including typical defacement, and accidental or unavoidable loss.

Deposits, Credits, & Refunds

  • We require a 50% *deposit of the entire, un-discounted order at the time of the telephone booking confirmation for all activities, weddings, gear rentals, premium offerings, virtual content, and other charges, but with exception to our pick-up charge ($40) and to any outsourced or third-party gear rentals where we must charge 100% up-front. This deposit is *non-refundable. If you cancel within 72 hours or don’t show up, we will keep your deposit, for whatever reason.
  • If you cancel prior to 72 hours, we will apply your deposit as a credit toward a future activity with Redline Guiding LLC.
  • We will rarely cancel for weather or any other reasons, but if we have to, we will apply your deposit as a credit toward a future activity with Redline Guiding LLC and offer our deepest apologies.
  • *If we have to cancel for reasons within our control, we will offer a full and prompt refund. Please note, however, in the field we will consider our four responsibilities: minimize risk, minimize impact, maximize learning, and maximize fun. In the field we oversee all and our assessment of any given situation will not be contestable. See the sidebar for related policies…
  • The 50% balance is due immediately prior to the start of any activity, course, session, or service, from which any discounts or coupons will be then applied.

Gear Rentals

We offer rental gear to our guests. Both fully outfitted “Ready Packs,” “Alpine Ready Packs,” and “Backpacking Ready Packs” — which by default include food and water, but may be supplied without it — and “Specialty Gear” which consists of technical and seasonal support items rented to participants with their own packs and gear. We also have access to third-party rentals like mountaineering boots with step-in crampons, and all-inclusive Nordic or Alpine Touring (AT) backcountry ski sets. Collectively this is all referred to as “Gear.” This latter group we also refer to as “Outsourced Gear.” Unless we pick-up that Outsourced Gear on your behalf (a surcharge of $40 plus rental fees applies), you will deal with individual vendors, ideally, so as to better confirm fit and comfort. In fact, we will not be accountable for poor fit if we rent your boots for you. Otherwise, our Gear terms apply.

We have chosen to supply our guests with top-quality Gear here at Redline Guiding. Instead of just hoping and praying our guests stay out of trouble in the mountains, we instead make sure they are actually prepared for it. We thoroughly outfit them in Gear that we ourselves as guides would be quite happy with and have personally tested.

That said, this policy excepts our trail running offerings which will allow athletes and participants, even our guides (to a certain extent) to practice and employ minimalistic, weight-saving methods to include foregoing certain gear recognizing that doing so — as well as accepting the inherent associated risks — is integral to the sport.

This Gear costs several hundreds of dollars per person and we hope to eventually reclaim our investment. We insist it is cared for, not neglected, nor abused, and if any is damaged from neglect or abuse, even accidental loss or damage (though certain damages, to gaiters from crampons, for example, is fully expected and allowed for), we will ask for compensation to repair or replace said Gear. In such cases, at our descretion, we will charge you for the wholesale replacement or repair cost for such Gear, plus 20% to cover shipping and administrative costs. We do offer Gear Insurance that forgives accidental loss or damage, but not neglect or abuse (see full policy, this page). That said, we will never put the importance of our Gear over life and limb. Our guests are the most important thing and come first.

Please note: The fitting of our Gear is approximate. People come in many sizes and shapes. We have done our best to supply Gear that is functional, but the fit may be less than perfect. We have opted for looser fits over tighter ones where we could for practicality, comfort, and safety. We will try our best to ensure your comfort and style, but our top priority is your safety and preparedness. As it pertains to Outsourced Gear, we will not be accountable for poor fit if we rent your boots for you. While we offer this service, we don’t recommend it.

Also note: Gear rented from us may be used from the start of the activity to the end of the activity only and does not extend beyond this period. On this site it is stated that Gear is rented on a per person, per day, basis, but this actually means for the duration of the activity unless said activity extends beyond 24 hours, in which case, more rental fees would apply under ordinary circumstances, i.e., we’re not offering a “Gear Included” special.


Coronavirus/COVID-19

Our approach to managing the concerns and risks associated coronavirus/COVID-19 will be based on on fact-, data-, and science-driven information only as provided by known authorities such as the WHO and CDC. We will not be driven by politics or emotion. As a company we have decided on a very conservative approach because, as always, we think safety first! This has resulted in some policy changes and/or addendums. At this time and for the foreseeable future, adherence will be maintained in the following areas:

  • Education and communication to include signage.
  • Social distancing measures (staying at least six feet apart)…
    • Required masking in-shop and elsewhere anytime distancing isn’t an option.
  • Sanitization of our facility, surfaces, gear, and hands.
  • Testing (as our capabilities allow: i.e. temperature and saturation).
  • Contact tracing via verbal guest questioning.
  • Staff training for daily use and emergencies.

What follows is based on what we know at this time. Please note that all of this is subject to changes.

The General Guidelines
Communication and Testing

In addition to providing helpful signage, we intend to question both our guests and guides on the day of or and as close as possible to the day of the activity in question. Questions asked will be along the lines of:

  • Have you ever tested positive for COVID-19? If yes, this will spawn additional questions:
    • When was this positive test? (Must be at least 60 days without re-test.)
    • Have you since tested negative? (Negative result and healthy is a yay.)
  • Have you been in a known or suspected COVID-19 hot spot or region in the last 14 days?
  • Have you been in contact with a person who has tested or is suspected positive for COVID-19 in the past 14 days?
  • Have you been in contact with a person showing COVID-19 symptoms in the last 14 days?
  • Including today, have you experienced COVID-19 symptoms in the last 14 days?
  • What is your body temperature right now (we will test if meeting is in-shop)?
  • What is your blood-oxygen saturation level right now (we will test if meeting is in-shop)?

If we receive a negative or abnormal response, or troubling results to any of these questions, this may lead to a postponement or cancellation of the day, depending on the specific circumstances. We encourage guests to know the answers to these questions before showing up. Please do not arrive if feeling ill.

Personal Protective Equipment (PPE)

Both our guests and guides will be required to have PPE. If the guide or guest has inadequate supplies, we will supply from our own stocks, though there may be some associated costs to guests. Our rentable “Ready Packs,” however, will have PPE included in them at no additional charge.

We will require our guests have the minimum PPE, to include:

  • One cloth or better face covering for mouth and nose (face mask, buff, etc.).
  • One personal size (2-3 oz) of 65%+ alcohol hand sanitizer.

We will require our guides have the minimum PPE, to include:

  • One N95 (recommended), N100, or surgical mask.
  • Backup cloth face covering for mouth and nose (face mask, buff, etc.).
  • Touchless rescue breathing bag-valve-mask (BVM) device (for emergencies).
  • Four pairs of nitrile gloves (for emergencies).
  • One personal size (2-3 oz) of 65%+ alcohol hand sanitizer, plus one ounce per guest.
  • Clear goggles or a face shield, or both (for emergencies).
  • Durable trash bag for hazardous materials.
  • Thermometer and pulse oximeter if not meeting at Basecamp (recommended).

We will require both guides and guests to apply best practices at all times, meaning:

  • Social distancing will be strictly self-enforced
  • Masks will be fitted and worn properly covering nose and mouth.
  • Hands will be thoroughly washed or sanitized for at least 20 seconds.
Our Modifications
Restricting Basecamp Access

For Adventures we will try to meet our guests literally outside of Basecamp or at a specific location such as a trailhead. If gear is needed, we will have it with us or available as noted below. For our Educational offerings, at least those requiring classroom time, we plan to either offer the classroom part virtually, or we will limit group sizes, as defined further in this text. Weddings will continue as safety and the authorities allow; consultive pre-meets can be done electronically if needed.

Gear Management

Guides or management will transport and distribute cleaned gear as needed. This will be a cooperative effort of all parties, management, guides, and guests. In other words, all will shoulder the responsibility of cleaning gear as this may need to be an on-going concern throughout any given day. As a minimum gear will be distributed clean and returned the same way before said gear is reintegrated into inventory. Cleaning will occur via alcohol spray or other adequate disinfectant, solar/UV light, decommissioning for a period of time, airing, laundering, drying, and/or other recommended approach.

Limiting Group Sizes

We intend to continue offering guides for Adventures at a 1:4 ratio with our guests, but total group sizes will be diminished for the time being. Whereas we would often have two guides with eight guests, this will currently be avoided unless guests are already members of a single unit or family. For some of our Educational offerings, we will conduct classroom work virtually, wherever possible, or simply limit groups to 3-4 students. This will be the only way to allow adequate social distancing measures in-shop at our Basecamp. Some classes, those held entirely outdoors, will be mostly unaffected.

Do note that groups for all non-virtual new business will be scheduled and billed as “Private” by default until further notice. In other words our small groups just got smaller — our guests will not be around other guests they don’t already know.


Questions?

If you have any questions about any of our policies, please feel free to contact us.
Last updated: July 25th, 2020

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