Cancellation Policy:
Booking Deposits generally are not refundable (otherwise why have them?), but can be credited to a future trip, or any other product we offer (see Prices page). In extreme circumstances, and where over 30 days' notice is given we may refund a deposit less handling fee of 25%. For "no shows" or cancellation with less than 24 hours' notice the deposit may be forfeited.

Privacy Policy:
We maintain a database of customer contact details to communicate news and forthcoming trip information (mainly by email these days). Details are not supplied to anyone else and email news mail-outs do not reveal individual addresses. Please advise us if you wish to be removed from this database. Credit card payment details are archived in a form not readily accessible, so will need to be repeated for each new payment.

Risk Management Policy:
All reasonable care is exercised by leaders on our trips, however in adventure activities, accidents and unexpected incidents can occur. Therefore a condition of booking is that participants indemnify Mountain-Top Experience and its leaders against any liability arising from any accident, howsoever caused, and give consent for any medical treatment required.

Insurance:
Our vehicles, and tag-along customers' vehicles, are required to be registered and insured (Comprehensive or Third Party Property). Consequently any personal injury is covered by Compulsory Third Party (TAC) insurance, and motor vehicle damage is covered to the extent of the owner's Motor Vehicle Insurance policy. A condition of our Parks Victoria Licence is that we also have Public Liability Insurance, which covers non-vehicle related activities (so is about as useful as "feathers on a frog"!), but it covers their backside if a tree gets struck by lightning and then falls on you ... or something similar?

Staff Training:
Our team of leaders are familiar with our written Standard Operating Procedures detailing:

  • Human resources
  • Contractor payment guidelines
  • Baw Baw Snow Transport procedures
  • Copper Mine Adventure procedures
  • Vehicle maintenance checklist
  • Chainsaw operation procedure
  • Booking procedures
  • Customer service procedures
  • Emergency procedures
  • Insurance issues
Staff receive appropriate training and a trip Running Sheet as necessary for the jobs to which they are assigned.

Vehicle Safety:
Our four Land Rover Defenders receive routine maintenance by MTE4x4 and others as appropriate. Our vehicle replacement/reconditioning policy involves a fifth Defender which has been dismantled for change-over assemblies which are being reconditioned and progressively swapped into the running vehicles as required. Our three Toyota mini-buses are maintained by Gippsland Fleet Maintenance.

The first page of the Owners Manual (in the centre console of each 4WD) is an Emergency Info card outlining action to be taken by the driver in a number of possible scenarios. Each vehicle carries a supply of tools and spare parts, summarised in a Spares and Tools List in the toolbox under the driver's seat. Also each vehicle is equipped with a portable fire extinguisher and First Aid Kit (containing Accident Report Form and a copy of our Emergency Procedures). Where appropriate, trip leaders carry a satellite phone.