Refunds and Cancellations

Heart & Lava tickets are non-refundable unless we are able to transfer your ticket to someone on the waitlist (which is not a guarantee). If you cancel within 3 weeks of the event, we cannot transfer your ticket and you will not be reimbursed.

We will not modify our cancellation policy under any circumstances (if you get sick, injured, or have an emergency). For this reason we highly recommend purchasing trip cover. 

Please note, we have no affiliation with the linked company and offer these links as guidance only. Please make sure any insurance policy you buy meets your needs and you understand all inclusions and exclusions.

Respect

We expect that all participants, Heart & Lava team members (including employees, guides and contractors) are treated with respect.

If it becomes clear to us that a participant is not treating others with respect, causing others to feel unsafe or behaving in an unsafe way they will be asked to leave the adventure or retreat. 

Health & Wellbeing 

You must inform us, and Heart & Lava employees or guides, if there are any risks to your health by participating in any of the adventures and retreats offered by Heart & Lava, such as if you have a pre-existing injury, illness, muscle soreness/discomfort, are pregnant, have a pre-existing condition or otherwise are not healthy and able, prior to commencement (a “medical condition”). Where you have a medical condition, we strongly recommend that you seek approval and clearance from a medical practitioner to participate in any of our adventures and retreats (including remote programs), or Services. Participating in any form of exercise at an adventure or retreat (or via remote programs) with a medical condition is done entirely at your own risk.

Heart & Lava and its contractors and employees are not medically trained and are therefore not qualified to assess whether participants are in good physical condition and/or that participants can engage in active or passive exercise without detriment to that person’s health, safety, comfort or physical condition. Participants are advised to seek medical advice prior to commencing any Heart & Lava program if they are in any doubt about their ability to engage in the activities. Participating in any form of exercise through Heart & Lava is done entirely at your own risk.

Alcohol, Drug and Smoking Free

Heart & Lava has a strict policy around alcohol, illicit drugs and smoking. This is vital to ensuring that everyone stays safe and has a good time. We ask that you do not bring or consume alcohol or illicit drugs during a Heart & Lava retreat. If we identify that you are under-the-influence, you will not be allowed to participate in any of the retreat activities and asked to leave as soon as it is safe for you to do so, you will not be refunded. Smoking is not permitted during any Heart & Lava retreat or adventure due to the impact it may have on other guests and the Heart & Lava team. Many of our locations also prohibit smoking on their sites. Our no smoking policy is extended to vapes due to secondhand vape aerosol containing several known carcinogens that may increase the risk of certain cancers. Please alert us to any prescription drugs you are on and check with your chosen medical practitioner to ensure they have no impact on your ability to safely undertake activities.