Take a look at our How Does it Work? video, which will help you understand what our challenges are all about!

Below are some of the questions we get asked most frequently. In addition to these FAQs, you can also read our Running Hub and Trekking Hub for specific queries about your trek or marathon, including kit requirements, flights, and fitness.

If you're a parent whose child is undertaking one of our challenges, please take a look at our Advice for Parents page.

 

 

Frequently asked questions

If you have a question and you can't see the answer on this page, please feel free to contact us, and our friendly team will be in touch ASAP. You can also fill in the form at the bottom of the page to subscribe to updates from our team, and receive more information about our trips.

 
 
 

Q: How do I log in to my account?

You can log in to your account by heading to this link and using the same email address and password combination that you used when you signed up to your trip.


Q: How do I change my travel option?

If you'd like to add or remove an extension trip, or change from 'with flights' to 'without flights' (or vice versa), you can do so by logging in to our registration system and editing your booking.

Flights are under 'Booking Option' and extension trips are under 'Optional Extras'.


Q: How can I update my registration details?

To change your registration details, you can log in to the registration system and edit your details yourself. Alternatively, you can email us and we can do it for you.


Q: I've changed my mind, can I get a refund?

Refunds for either challenge or extension trip registration fees are available only within 72 hours of your initial registration. Outside of this initial 72-hour period, reg. fees are non-refundable, as explained in our Terms & Conditions.

Any and all money you have raised for your charity is non-refundable and will remain with them.

Q: How do I cancel my place?

You can cancel your space by filling in our Cancellation Form. Be sure to chat to us first though, as we may be able to defer your space to next year, or offer you an alternative trip! 


Q: I'm worried about fundraising. Who can I speak to?

If you have concerns about any aspect of your fundraising journey, you always have your charity to support you. Your charity has a team of dedicated and experienced fundraising support, who can help you with any fundraising problem - big or small.

If you're not sure who to go to, contact us and we'll point you in the right direction.


Q: How can I make a travel insurance claim?

If you need to make an insurance claim, and have purchased travel insurance through us, please see pages 11-13 of the Policy Wording on how to make a claim.

If you have purchased alternative travel insurance, you should be able to find out how to make a claim in your own policy's wording.


Q: Where can I find the Terms & Conditions?

You can find our Participant Terms & Conditions here.