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PRACTICAL ADVICE

Frequently Asked Questions

 

Do you have any questions about your visit to our CapNature Bertrix adventure park? You will certainly find the answer on this page! And if unfortunately it is not there, you can always contact us by email right here.

  • How to get to CapNature ?
    Our address: Rue du Babinay, 1 - 6880 BERTRIX GPS coordinates: 49°48'47.86'' N - 5°16'26.26'' E If coming from the E411: Take exit 25, go straight at the second roundabout, and take the third exit towards Bertrix center. At the Grand Place in Bertrix center: Follow the direction HERBEUMONT/Au Coeur de l'Ardoise for approximately 7km. At the viaduct: Go underneath and immediately turn left (direction St-Médard). You will arrive at the entrance of the Coeur de l'Ardoise site and CapNature. Parking : A parking lot of approximately 100 spaces is available on-site. It is also accessible to buses. Le Coeur de l'Ardoise and CapNature decline any responsibility in case of accidents or damage in the parking lot. Are you arriving by public transportation ? Plan your arrival using the available information from TEC and be prepared for some waiting. The bus line that serves CapNature is 163a (bus stop: "Orgeo Les Ardoisières"), but it does not operate on weekends and public holidays.
  • How to make a reservation ?
    You can make a reservation by calling us at +32 (0)488 285 820, sending an email, or directly through our website to secure your preferred date and time. We will promptly provide you with information on availability. We will send you a quote for the activity along with practical advice. Your reservation will be finalized upon receipt of your deposit (unless otherwise agreed in writing). When making the deposit payment, please ensure to include the banking reference provided in your price quote. This is not a structured communication. The remaining balance can be paid in advance via bank transfer or on-site before starting your activity. Please check your spam folder as your quote may have been directed there. If, despite everything, you have not received a quote within 48 hours (as some servers like Hotmail/Gmail/Yahoo can be cautious with postmaster@etc addresses), please contact us by phone. Once you have confirmed your reservation by making the deposit payment, our general terms and conditions will apply. Am I required to make a reservation? For your peace of mind, yes, it is preferable to make a reservation, especially if you are a group of more than 6 people. Indeed, some days are very popular (public holidays, school vacations, or a beautiful sunny day), and there is nothing more frustrating than arriving with plans to do a trail, kayaking, or biking, only to find everything fully booked! When you make a reservation, you decide on your arrival time. We expect you to inform us of any possible delays (even those beyond your control) so as not to penalize other groups for the day. Any delay beyond the grace period will be noted and deducted from your activity duration, with no possibility of refund.
  • What are the opening/closing hours ?
    We are open from 10 am for activities and equipment rental. During the peak season, the last departures on the courses are at 4 pm to ensure that our staff finishes the day by 6 pm/7 pm at the latest. For groups and other reservations, we can adjust the activity start times and begin from 9 am. If your day requires special scheduling, please let us know when making your reservation, and we will try to find the ideal schedule for you. Our adventure base is open from the first weekend of April to the last weekend of September, every weekend, Belgian school holidays, and public holidays. For the precise calendar, please visit the "Openings" page on our website. If your day requires special scheduling, please do not hesitate to let us know when making your reservation request, and we will try to find the ideal schedule for you. Office Hours: From the first weekend of April to the last weekend of September, our office is available by phone Wednesday through Sunday from 9:00 AM to 6:00 PM. In July-August, our office is available by phone Tuesday through Sunday from 9:00 AM to 6:00 PM. From October to the last weekend of March, we are available by phone Wednesday through Sunday from 9:00 AM to 12:00 PM and from 2:00 PM to 5:00 PM. Throughout the year, we are reachable 24/7 via email (unless otherwise stated on our website). During school holidays, we are closed on Monday mornings (except on public holidays). If in doubt, never hesitate to contact us.
  • What are the safety instructions to follow ?
    For everyone's safety, you never embark on our courses alone! You are informed, supervised, equipped, and secured with a smile by our ground instructors. In all circumstances, please always respect the instructions and advice given by our instructors! Wear appropriate attire and closed-toe shoes. Follow the safety briefing to be deemed fit for the activity. Respect the mandatory wearing of the harness. Adhere to the safety rules clearly explained during the briefing. Maintain RESPONSIBLE and PRUDENT behavior. Be continuously secured with carabiners from the start to the end of the course. Listen to the instructors and their guidance throughout the courses. Do not interrupt and/or leave a course without the permission and assistance of an instructor. Notify the instructors in case of any issues. Respect nature (no picking or abandoning of any objects). No exits are permitted from the course during the activity: ANY EXIT IS FINAL! Participation in the activity is prohibited under the influence of alcohol or illicit substances. Smoking is prohibited on the courses or in the woods, as per the law. There is a risk of fire in dry weather, risking burns or damage to the provided equipment. Each participant must have liability insurance. Each participant is responsible for their own safety and that of their personal effects. We decline any responsibility in case of loss, damage, or theft. We welcome you and expect respectful behavior towards our team and facilities. Any person putting the group or themselves at unnecessary risk will be prohibited from continuing their activity, with no possibility of refund. Any missing equipment will be charged to you.
  • What is the role of the instructors on the courses ?
    A safety briefing and instructions on handling your equipment are provided before you start climbing on the bridges. You have 3 workshops to familiarize yourself with the handling of your equipment. However, you will navigate the workshops/bridges on your own. The instructors are always present on the ground during your course and: Ensure that everyone is properly and adequately equipped by them. Monitor participants and ensure their safety on the courses. Advise, assist, and encourage you throughout the activity. Are able to make or enforce justified decisions. May exclude, without refund, anyone displaying dangerous behavior to themselves or others; anyone disrespectful of others, equipment, or the environment. May temporarily or permanently evacuate the courses for your own safety in case of adverse weather conditions, without financial compensation. Are able to lower the participant to the ground if they deem it necessary.
  • How to dress properly ?
    We are in Belgium, with a temperate climate, so please check the weather forecast and dress comfortably accordingly. You are here for a "sportive" activity, not a fashion show! Avoid high-heeled shoes, skirts, and dresses. Long hair should be securely tied back or braided. Scarves, sunglasses, jewelry, and mobile phones are not recommended. You can leave them in your vehicle or at the reception. Remember to bring: *Comfortable shoes with a good sole (no "fashionable" Converse, please!) or hiking shoes. *Comfortable and suitable clothing, as well as a spare set of clothes, in case needed. If the weather is changeable, bring rain gear. *Even if it's hot, lightweight pants and a t-shirt are preferable to shorts and a tiny top. *If you have long or medium-length hair, bring a hair tie to keep your hair secured. *Depending on the season, bring insect repellent and sunscreen. Please avoid: *Flip-flops, trendy Converse shoes, open-toed shoes, high heels, and Chanel suits. They are not suitable and may get damaged. *Immaculately white clothes. Also, leave in the bus, car, or at home: *MP3 players, brooches, jewelry, and anything else valuable. Mobile phones and car keys can be handed over to a monitor to avoid the risk of dropping or getting injured when you are at heights and the monitors are on the ground. Religious symbols, as long as they do not compromise your safety, are not a problem. However, you must follow the instructions of the monitors regarding the placement of your equipment on your body.
  • From what age can one participate ?
    At CapNature, a minimum height of 1m30 is required to navigate the courses alone. Children aged 6 and above, or those measuring at least 1.20m, can participate in certain courses when accompanied and motivated by Mom or Dad. However, we reserve the right to assess the suitability of children measuring 1m20 to venture onto our courses independently.
  • Is there a minimum number of participants required ?
    Yes, the minimum number of participants required for each activity is indicated in its description. This requirement is necessary as we reserve your time slot and provide instructors for your group. However, during peak season (refer to the calendar), if you arrive with a group of 3 and, for example, an AdventureMix is already underway, you can join the existing group towards the end of their session if you are interested in that particular activity.
  • What payment methods are available ?
    Payments are made by bank transfer for your deposit and in cash upon arrival to settle your activity.
  • Are there group prices available ?
    Yes, of course, we have group rates and rates for schools/youth movements ! These discounts do not apply to companies and cannot be combined with other benefits or offers. On our website, on each activity page, you will find both individual and group prices.
  • What are the cancellation and refund conditions ?
    Please note that for each reservation, we make our staff and equipment available to you. Cancellation conditions are outlined in the general terms and conditions, unless otherwise agreed upon in writing. Refunds are NOT POSSIBLE once the first course has begun. For a refund before the activity, please refer to the general terms and conditions of sale. You will forfeit any refund if, despite the briefing given, you overestimated your physical or mental strength and had to leave the course. We will do our utmost to encourage you to progress on the workshops, to reassure you in case of doubt or stress facing a more technical bridge, and even if you had to return to the ground, you have the possibility to climb back up to complete the course and enjoy the zipline with all your friends.
  • HoReCa/Cafeteria/Sanitary area
    At La Morépire, Le Coeur de l'Ardoise offers its terrace and indoor space for refreshments after your activity, or if you're not participating in any activity, you can wait for your group while enjoying a Morépire or other soft drink, accompanied by a platter of cold cuts and cheese. You can also enjoy the terrace with your picnic, with the purchase of beverages. Le Coeur de l'Ardoise is open every Wednesday from 2 pm, on weekends, Belgian school holidays, and public holidays from 10 am to 6 pm. It is closed on Mondays. If you wish to have a meal before or after, the center of Bertrix offers very good "brasserie" restaurants or quick bites with delicious Belgian fries.
  • What about those who do not wish to climb ?
    If you are accompanying others but do not wish to climb to the treetops, or if you are with a family representing different age groups, you are welcome to join as a non-climbing companion for free. You can support and encourage your friends or family from the ground while following the guidance of our instructors. They will let you know where to position yourself to ensure the smooth progress of the course. Additionally, you can enjoy our small playground with swings, visit the Coeur de l'Ardoise area, relax on the terrace, and indulge in a refreshing drink, ice cream, or homemade pastries. If you feel like going for a walk, you can explore the "Voie des pierres qui parlent" (Path of Speaking Stones) via the Pont de la Blanche viaduct, which is accessible for buggies/strollers.
  • I have a Wonderbox, how do I use it ?
    Have you received a gift box ? Take the time to browse through the respective websites to find all the information you need. Feel free to contact us if you have any other questions about your activity. For "Wonderbox" adventurers, we welcome you on Saturdays, Sundays, and public holidays from April to September only. Please note that only fully completed vouchers or electronic versions downloaded in advance on your phone will be accepted. Incomplete vouchers or sections: your activity will be subject to payment. Thank you for your understanding. If these time slots are not suitable, please don't hesitate to contact us. We will do our best to try to accommodate you on another day or later in the day, depending on our availability. Since the end of 2022, we no longer collaborate with Bongo SmartGroup.
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